City of Abilene
GENERAL DESCRIPTION
Under general supervision, to perform a variety of critical duties to include receiving, prioritizing, and dispatching calls for service in the police and fire communications center.
SUPERVISION EXERCISED
This position exercises no supervision.
IMPORTANT AND ESSENTIAL DUTIES
Receive, evaluate, prioritize, and dispatch police, fire, and EMS units to emergency and non-emergency calls for service within assigned districts.
Maintain accurate radio logs, recordings and status control devices.
Receive and extract information of an emergency nature, including caller information, nature of emergency, location, and phone number.
Respond to complaints, requests for assistance, and inquiries from the public by referring callers to the appropriate division or department, or by providing accurate information directly.
Answer telephone requests from the public for information concerning City policies, procedures, and activities in a professional and courteous manner.
Input and retrieve a variety of public safety information using a computer terminal.
Perform entry, update, retrieval, and documentation from various files available via the NLETS/TLETS systems.
Use telecommunications systems to coordinate emergency calls and relay information and assistance requests involving other law enforcement agencies.
Assist in the training, mentoring, and evaluating new communications personnel, as assigned.
Operate and monitor office and communications equipment, including computer terminals, printers, radio consoles, and 24-hour communications recording systems.
OTHER JOB RELATED DUTIES
Perform other job-related duties and responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of:
English usage, including spelling, vocabulary, grammar, and punctuation.
Procedures, principles, and policies of police, fire, EMS, and City operations.
Principles of customer service and public relations, especially in high-stress or emotionally charged situations.
Skill to:
Operate a variety of communications equipment including multi-line telephones, printers, and two-way radios.
Operate office equipment, computers, and software applications efficiently and accurately.
Type a minimum of 40 words per minute with accuracy.
Perform accurate computations, data entry, and tabulations in a fast-paced environment.
Prioritize multiple tasks simultaneously, maintaining attention to detail while handling competing demands.
Ability to:
Deliver exceptional customer service to citizens, coworkers, and partner agencies with professionalism and empathy.
Learn, retain, and apply geographic knowledge of streets, landmarks, and service areas.
Understand, interpret, and follow oral and written instructions and procedures.
Maintain confidentiality and safeguard sensitive law enforcement, fire, EMS, and personal information.
Provide life-saving instructions over the telephone, including CPR and first aid, by following Emergency Medical Dispatch procedures using software or reference guides.
Interact with City employees and the public tactfully and courteously.
Work under pressure, exercise good judgment, and make sound decisions in emergency situations, including de-escalation of upset citizens.
Communicate clearly, concisely, and professionally, both orally and in writing.
Work varied and extended shifts, including nights, weekends, and holidays, as required by 24-hour operations.
Monitor and effectively use multiple computer programs, databases, and radio talk groups simultaneously.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values - Respect, Integrity, Service Above Self, and Excellence in All We Do.
Perform as a team member in a manner that accomplishes the Division's mission and treats team members with dignity, courtesy, and respect.
Experience and Training Guidelines:
For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:
Telecommunicator I
Experience:
Previous experience in data entry is preferred.
Education/Training:
A high school diploma or GED is required.
License or Certificate:
The ability to obtain a Telecommunicator Certification through the Texas Commission on Law Enforcement is required.
Telecommunicator II
Experience:
An active license or appointment, one (1) year of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Basic Certification is required.
Telecommunicator III
Experience:
An active license or appointment, two (2) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Intermediate Certification is required.
Must be available for console and classroom training as needed for the division, and attend required courses associated with training
Telecommunicator IV
Experience:
An active license or appointment, four (4) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Advanced Certification is required.
Telecommunicator V
Experience:
An active license or appointment, eight (8) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, Master Certification is required.
Special Requirements:
Essential duties require the following physical skills and work environment:
Work schedules may include periods of scheduled and unscheduled overtime to meet minimum staffing requirements.
Must be a minimum of 18 years of age.
U.S Citizenship is required.
No felony or Class A misdemeanor convictions.
No Class B misdemeanor convictions in the last ten (10) years.
No pending Class B misdemeanor or higher charges.
This position involves a high level of stress.
With or without accommodation, the "X" indicates the overall strength demand of the position during a typical workday:
___ Sedentary - lifting of no more than 10 pounds
_X_ Light - lifting no more than 20 pounds; carrying up to 10 pounds
___ Medium - lifting no more than 50 pounds; carrying up to 25 pounds
___ Heavy - lifting no more than 100 pounds; carrying up to 50 pounds
___ Very Heavy - team lifting over 100 pounds; carrying more than 50 pounds
Physical Demand Codes:
The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:
Codes for how often:
N = No
E = Extensive (100 - 70% of the time)
M = Moderate (60 - 30% of the time)
I = Infrequent (20 - 10% of the time)
A = Almost Never ( Code / Task
_M_ Standing
_E_ Sitting
_M__ Walking
_A_ Lifting
_A_ Carrying
_A_ Pushing/Pulling
_A_ Overhead Work
_M_ Fine Dexterity
_A_ Kneeling
_A_ Crouching
_A_ Crawling
_A_ Bending
_A_ Twisting
_A_ Climbing
_A_ Balancing
_E_ Vision
_E_ Hearing
_E_ Talking
___ Other:
Under general supervision, to perform a variety of critical duties to include receiving, prioritizing, and dispatching calls for service in the police and fire communications center.
SUPERVISION EXERCISED
This position exercises no supervision.
IMPORTANT AND ESSENTIAL DUTIES
Receive, evaluate, prioritize, and dispatch police, fire, and EMS units to emergency and non-emergency calls for service within assigned districts.
Maintain accurate radio logs, recordings and status control devices.
Receive and extract information of an emergency nature, including caller information, nature of emergency, location, and phone number.
Respond to complaints, requests for assistance, and inquiries from the public by referring callers to the appropriate division or department, or by providing accurate information directly.
Answer telephone requests from the public for information concerning City policies, procedures, and activities in a professional and courteous manner.
Input and retrieve a variety of public safety information using a computer terminal.
Perform entry, update, retrieval, and documentation from various files available via the NLETS/TLETS systems.
Use telecommunications systems to coordinate emergency calls and relay information and assistance requests involving other law enforcement agencies.
Assist in the training, mentoring, and evaluating new communications personnel, as assigned.
Operate and monitor office and communications equipment, including computer terminals, printers, radio consoles, and 24-hour communications recording systems.
OTHER JOB RELATED DUTIES
Perform other job-related duties and responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of:
English usage, including spelling, vocabulary, grammar, and punctuation.
Procedures, principles, and policies of police, fire, EMS, and City operations.
Principles of customer service and public relations, especially in high-stress or emotionally charged situations.
Skill to:
Operate a variety of communications equipment including multi-line telephones, printers, and two-way radios.
Operate office equipment, computers, and software applications efficiently and accurately.
Type a minimum of 40 words per minute with accuracy.
Perform accurate computations, data entry, and tabulations in a fast-paced environment.
Prioritize multiple tasks simultaneously, maintaining attention to detail while handling competing demands.
Ability to:
Deliver exceptional customer service to citizens, coworkers, and partner agencies with professionalism and empathy.
Learn, retain, and apply geographic knowledge of streets, landmarks, and service areas.
Understand, interpret, and follow oral and written instructions and procedures.
Maintain confidentiality and safeguard sensitive law enforcement, fire, EMS, and personal information.
Provide life-saving instructions over the telephone, including CPR and first aid, by following Emergency Medical Dispatch procedures using software or reference guides.
Interact with City employees and the public tactfully and courteously.
Work under pressure, exercise good judgment, and make sound decisions in emergency situations, including de-escalation of upset citizens.
Communicate clearly, concisely, and professionally, both orally and in writing.
Work varied and extended shifts, including nights, weekends, and holidays, as required by 24-hour operations.
Monitor and effectively use multiple computer programs, databases, and radio talk groups simultaneously.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values - Respect, Integrity, Service Above Self, and Excellence in All We Do.
Perform as a team member in a manner that accomplishes the Division's mission and treats team members with dignity, courtesy, and respect.
Experience and Training Guidelines:
For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:
Telecommunicator I
Experience:
Previous experience in data entry is preferred.
Education/Training:
A high school diploma or GED is required.
License or Certificate:
The ability to obtain a Telecommunicator Certification through the Texas Commission on Law Enforcement is required.
Telecommunicator II
Experience:
An active license or appointment, one (1) year of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Basic Certification is required.
Telecommunicator III
Experience:
An active license or appointment, two (2) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Intermediate Certification is required.
Must be available for console and classroom training as needed for the division, and attend required courses associated with training
Telecommunicator IV
Experience:
An active license or appointment, four (4) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Advanced Certification is required.
Telecommunicator V
Experience:
An active license or appointment, eight (8) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, Master Certification is required.
Special Requirements:
Essential duties require the following physical skills and work environment:
Work schedules may include periods of scheduled and unscheduled overtime to meet minimum staffing requirements.
Must be a minimum of 18 years of age.
U.S Citizenship is required.
No felony or Class A misdemeanor convictions.
No Class B misdemeanor convictions in the last ten (10) years.
No pending Class B misdemeanor or higher charges.
This position involves a high level of stress.
With or without accommodation, the "X" indicates the overall strength demand of the position during a typical workday:
___ Sedentary - lifting of no more than 10 pounds
_X_ Light - lifting no more than 20 pounds; carrying up to 10 pounds
___ Medium - lifting no more than 50 pounds; carrying up to 25 pounds
___ Heavy - lifting no more than 100 pounds; carrying up to 50 pounds
___ Very Heavy - team lifting over 100 pounds; carrying more than 50 pounds
Physical Demand Codes:
The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:
Codes for how often:
N = No
E = Extensive (100 - 70% of the time)
M = Moderate (60 - 30% of the time)
I = Infrequent (20 - 10% of the time)
A = Almost Never ( Code / Task
_M_ Standing
_E_ Sitting
_M__ Walking
_A_ Lifting
_A_ Carrying
_A_ Pushing/Pulling
_A_ Overhead Work
_M_ Fine Dexterity
_A_ Kneeling
_A_ Crouching
_A_ Crawling
_A_ Bending
_A_ Twisting
_A_ Climbing
_A_ Balancing
_E_ Vision
_E_ Hearing
_E_ Talking
___ Other: