Emergency Dispatcher

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.The following duties ARE NOTintended 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.

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.

* 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.

Required Skill in: * 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.

Physical Demands / Work Environment: * 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.