Calltaker - Public Safety Communications

Receives emergency and non-emergency telephone calls on behalf of the City’s Public Safety Communications Center; processes requests for information or assistance, assists with data entry related to public safety record keeping; provides for the delivery of emergency Fire/EMS responses; provides for the delivery of Animal Control Services and other related duties as assigned.

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Answers and processes incoming 911 and non-emergency calls for assistance from the public.
• Requests and obtains information from callers; determines the need and type of service required.
• Provides detailed pre-arrival instructions to callers necessary to assist in stabilizing patients and/or securing potential crime scenes.
• Applies professional communication techniques to calm hysterical, irrational, or irate callers.
• Documents and enters call information into the Computer Aided Dispatch (CAD) system.
• Prepares, maintains, and submits various types of dispatch records and documentation.
• Monitors incoming Fire/EMS and ACO radio traffic; dispatches Police, Fire, EMS, and Animal Control personnel to appropriate call locations.
• Maintains communication with field units; monitors the location and safety of field personnel.
• Researches and relays call information to responders.
• Operates various types of telecommunications equipment, software programs and systems including E911 phone systems, Fire Records Management Software, and digital audio recorder.
• Assists in monitoring security cameras, Doppler Radar, and National Weather Service Bulletins; gathers and disseminates related information to appropriate parties.
• Provides referral services/support to other City departments including Public Works, Streets, Sanitation, Environmental Health, Transit, and the Municipal Court.
• Attends training and develops public safety communications knowledge and skills.
• Maintains compliance with established Public Safety Communications policies and procedures.
• Performs other related duties as assigned or required.

High School Diploma or equivalent; no experience is required as this is an entry-level position.

• Basic TCOLE Telecommunications Operator, NCIC/TCIC (Less Than Full Access) Operator, TTY, EMD, CPR, and National Incident Management System (NIMS) IC certifications are required within six months of employment.
• Must possess a valid Texas Driver’s License.
• Completion of the Longview Public Safety Communications Training Program.

• Work is performed in a public safety communications environment, working 12 hour shifts that require four (4) employees to be on staff at all times.
• Subject to sitting for extended periods of time, standing, walking, bending, reaching, and lifting of objects up to 40 pounds.
• Exposure to high levels of stress and emotional/psychological challenges common to the delivery of safety sensitive emergency dispatch services is involved.