911 Dispatcher (Full Time)

Salary: $55,579.00-$77,192.00

Position Summary:

Under direct and general supervision, receive requests for police, fire, and emergency medical services. Dispatch and deploy public safety units and notify other support services. Provide pre-arrival emergency medical instructions. Operate various telecommunications equipment. Prepare reports and maintain files. Work any assigned shift, holidays, weekends, and additional hours, as needed for staffing and/or training purposes. This position functions at a high stress level and may deal with life-and-death situations. Applicants/employees must be able to multi-task, think clearly, and remain calm at all times. Perform other related duties as required.

Essential Functions:

• Answer multi-line telephones including 911 lines.
• Communicate effectively, courteously, and clearly in English, verbally and in writing; includes speaking distinctly, responding promptly, hearing within the normal range, to protect the safety of the public and responders.
• Communicate with hearing/speech-impaired citizens by operating specialized software.
• Simultaneously listen to and comprehend telephone, radio, and interoffice communications while processing calls for service.
• Perform multiple tasks at one time, e.g., talk on a telephone and directly input data into a computer.
• Operate multi-channel public safety radio system, including interoperable communications with other agencies.
• Correctly process and record requests for police, fire, and medical services, utilizing direct entry into a Computer-Aided Dispatch system or by following manual call processing procedures.
• Assign appropriate public safety personnel to routine and emergency calls for service and deploy support services as well.
• Document all activity, location, and status in the Computer-Aided Dispatch system for public safety personnel and quickly and correctly disseminate any additional information.
• Upon certification, provide pre-arrival emergency medical instructions following department elected protocol with International Academies of Emergency Dispatch (IAED) compliance.
• Read and accurately interpret electronic maps to locate, track, provide information to responders, and/or deploy units.
• Operate computers and websites to access information requested by public safety personnel, the public, or other City employees, e.g., records management, TCIC/NCIC, jail management, RPD Intranet, etc.
• Simultaneously input, retrieve, and maintain information, reading from multiple computer screens and printouts, utilizing multiple keyboards.
• Work in a confined area for 12+ hours and remain seated for long periods of time entering data into various computer systems.
• Operate in low-light conditions, discerning distinct colors used by a Computer-Aided Dispatch system, 911 telephone equipment, or other visual resources.
• Concentrate on assigned tasks through many distractions.
• Monitor and identify activations of various alarm systems, following defined department protocols.
• Safely operate a wide range of equipment, e.g., door monitors and locks, printers, voice recorders, intercoms, alarm panels, weather monitoring devices, television monitors, copiers, document shredders, etc.
• As a Training Officer, train new employees, which include timely preparation and submission of training documentation.
• As required, act in the absence of the shift supervisor.
• Prepare incident reports, supplement reports, and maintain various files.
• Comprehend and apply state laws, city ordinances, city and departmental policies and procedures.
• Attend/testify in all criminal and civil courts when summoned.
• Attend training schools/seminars and other city related events, which may require travel (occasionally overnight).
• Maintain high level of confidentiality.
• Read and accurately interpret graphic material in print and computer formats.
• Read written materials prepared in handwritten and multi-font print formats.
• Must not pose a threat to the health/safety of self or others.
• Remain aware of the security of the Richardson Public Safety Campus and immediately report any suspicious persons/activities to a supervisor.
• Independently make and carry out effective and timely decisions.
• Competently perform under stress when confronted with emergency and critical situations.
• Perform a variety of tasks, transitioning quickly from one to another while maintaining proficiency and composure.
• Must be able to work effectively without constant, direct supervision.
• Operate a city vehicle in a safe manner.
• Access remote body worn and fleet cameras in emergency situations.

Requirements:

• High school diploma or G.E.D. certificate required.
• CPR certification and Emergency Medical Dispatch certification (through IAED), TCOLE Basic Telecommunicator Proficiency Certificate and TX Telecommunicator License required, or must be obtained within one year of hire.
• Texas Driver’s License, Class C, required.
• US Citizenship required in order to obtain TCOLE certifications listed above.
• Must pass a background investigation that meets all local, state, and federal requirements as well as to be without felony convictions.
• Must complete a computer-based exam with an overall score of 80% and typing speed of 40 words per minute.
• Must successfully complete all phases of training provided by Richardson Police Department and demonstrate proficiency in each of the assigned areas 911/Call Take, Fire/EMS, Records &Information (NCIC), and Police dispatch.
• If applying as entry level, preference is to have at least 2 years of recent work history in a customer service environment, or have a Bachelor or Associate degree, or must have 1 year of recent training with an accredited learning institution in computer operations and data entry.