Emergency Dispatcher

Job Summary

Under general supervision, responds to emergency and non-emergency calls for law enforcement, fire and emergency services; identifies and dispatches appropriate public safety units, and gathers and relays critical information.

Primary Duties and Responsibilities

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.

• Provides dispatch services for multiple City departments; follows and complies with New Braunfels Police Department (NBPD) policies and procedures to assure the safety of Police Officers, Firefighters, other emergency services personnel, and the public.
• Answers incoming emergency and non-emergency calls; interviews callers and gathers details; prioritizes calls for service and determines appropriate personnel to respond; dispatches emergency responders; relays pertinent information to law enforcement and emergency services officers in a concise, organized and understandable manner; notifies critical incidents to City personnel as required.
• Provides information, instructions and assistance to the public within scope of authority.
• Provides dispatch services for multiple City departments; keeps track of a wide variety of law enforcement and emergency services agencies, resources, personnel, incidents and trends.
• Provides detailed call information to officers as needed; maintains status and awareness of NBPD patrol unit locations; monitors message traffic and relays information to Officers.
• Performs inquiries and criminal history checks for Officers through National Crime Information Center (NCIC), and Texas Law Enforcement Telecommunications System (TLETS).
• Enters emergency assistance calls into the computer aided dispatch (CAD) incident logs; inputs law enforcement and criminal justice system information into the TLETS & NCIC computer system as directed; enters and processes data for records, reports, forms, and files; maintains and updates records, files, and system databases ensuring accuracy; queries databases, collects statistical data and compiles data for reports.
• Contacts and communicates with other law enforcement, agencies, jurisdictions, and emergency services agencies for additional information and resources as needed, and relays information regarding incidents; maintains a variety of law enforcement and emergency services agencies, resources, personnel, incidents, and trends.
• Receives and sends information to and from other agencies and jurisdictions.
• Maintains the absolute confidentiality of all records and information.
• Performs other duties as assigned or required.

Education, Experience, Licenses and Certifications

High school diploma or GED, AND one year of customer service experience, preferably in a high volume call center; OR an equivalent combination of education and experience. Experience with Spillman CAD/RMS preferred. Must be able to pass a typing test with a minimum of 22 words per minute. Some college education is preferred. Must be able to read, speak, and write English fluently.

Other Requirements:
This position requires maintaining absolute confidentiality of all records and information. Therefore, you will be required to submit to a pre-employment polygraph examination as part of the pre-employment screening process.

Required Licenses or Certifications:

• Must obtain or be able to obtain a Texas Commission on Law Enforcement (TCOLE) Telecommunicators License, certificates in Emergency Medical Dispatch, and TLETS/NCIC systems within one year of date of hire.

Knowledge, Skills and Other Requirements

Required Knowledge:

• Ability to learn and follow City policies and procedures.
• Police Department policies and procedures.
• Personal computers, and related law enforcement communications equipment.
• Local and regional geographical area, road systems, and the locations of landmarks and buildings.
• Principles of record keeping, case files and records management.
• Legal system and law enforcement agency terminology.
• Applicable state and Federal rules, codes and regulations;
• Modern public safety principles, procedures, and operations.

• Handling multiple tasks simultaneously, under pressure, and in emergency and stressful situations.
• Obtaining accurate information from hostile or emotional callers.
• Communicating clearly and concisely and relaying details accurately.
• Recalling names, numbers and locations, and reading maps quickly and accurately.
• Operating a personal computer utilizing specialized software, and entering information into a computer system with speed and accuracy.
• Public relations and customer service.
• Effective communication, both verbal and written.

• Work is performed in a fast paced, high volume call center environment; subject to sitting, standing, bending, and reaching for extended periods of time; and ability to safely pull, push, lift, and carry items weighing up to forty (40) pounds.
• May be required to work immediately before, during or after an emergency or disaster.
• NOTE: This position is designated safety and/or security sensitive.