Communications Operator

Dispatcher Position

This is a non-sworn position. This position receives and processes 9-1-1 emergency and non-emergency calls through various methods. Must receive, evaluate, dispatch and process requests for service in a courteous, accurate and efficient manner sometimes without supervision, especially in emergency situations. Responsible for dispatching multiple departments associated with in Lubbock County, seven (7) surrounding jurisdictions and eleven (11) volunteer fire departments. Must be able to, simultaneously, operate multiple software systems and radio channels. Queries and enters information from Texas Crime Information Center (TCIC) and National Crime Information Center (NCIC). Ability to work various day and night time shifts, including weekends, holidays, and mandatory overtime.

Essential Duties

• Receive emergency service calls from the public requesting police, fire or other emergency service. Respond to radio transmissions, voice instructions and phone conversations simultaneously.
• Ability to learn and utilize new technology systems involving, radio, phones, records management, Computer Aided Dispatch (CAD) and state terminal (TCIC/NCIC)
• Receive and dispatch calls and messages for units; maintain contact with all units on assignment, maintain accurate status and location of units, maintain daily computerized log of all field calls and units dispatched.
• Answer non-emergency calls for assistance; answer routine questions over the phone regarding directions, minor civil issues, policies and procedures; direct calls to Lubbock Sheriffs Office staff, other departments or other agencies as appropriate.
• Ability to communicate, evaluate and provide information to both the caller and deputies in a clear and concise manner while under stressful conditions and strict time constraints; utilize various communication techniques to calm callers on the phone to obtain the necessary information.
• Enter all relevant radio transmissions in emergency situations directly into the CAD. Ability to handwrite information quickly and accurately when the CAD computer is inoperative.
• Determine the number of units, and which units, to dispatch by considering such factors as time of day, description and location of calls, units available, and probable degree of hazard to the responding units.
• Ability to simultaneously monitor up to six (6) computer screens and to immediately access each.
• Maintain and update all hazardous locations in CAD system; keep abreast of premise history for responding units.
• Use telecommunications systems to coordinate emergency calls and relay information and assistance requests involving other emergency agencies.
• Monitor and utilize numerous radio frequencies to include volunteer fire departments.
• Provide accurate and understandable directions to citizens, deputies and other agencies through knowledge of Lubbock County map.
• Enter, update, clear and retrieve information from TCIC/NCIC relating to wanted persons, driver license, criminal history, stolen property, vehicle registration, stolen vehicles, missing persons and other related information.
• Receive, respond to and document request from TCIC/NCIC inclusive of verifying warrants, stolen vehicles, orders of protection, stolen articles, quality control messages, and transport notifications. Documenting findings and disseminating to appropriate agency and keeping proper documentation logs.
• Ability to read, comprehend, and follow TLETS Operating Manual, TCIC Texas User Specification Pages, NCIC Operating Manual and Criminal Justice Information Services (CJIS) Security Policy.
• Ability to learn job related material primarily through observation, structured lectures, and training; understand and follow written and verbal instructions; and to correctly use these instructions during training and while performing dispatching duties.
• Make appropriate notification for requests e.g. tow trucks, locksmiths.
• Test and inspect equipment as required.
• Keep direct supervisor and field supervisors apprised of emergency and unusual situations.
• May provide or coordinate staff training; and work with peers to correct deficiencies, as directed.
• Ability to maintain confidentiality of sensitive materials, records and conversations.
• Performs other duties as assigned to a satisfactory level

Position Requirements

QUALIFCATION REQUIREMENTS: Must be at least 18 years of age. High school diploma or GED. Minimum of one year of uninterrupted experience in public contact and clerical work.

Supplemental Information

KNOWLEDGE SKILLS AND ABILITIES: Must type at least 45 words per minute. Ability to maintain composure during a high stress situation. Ability to efficiently multi-task in constrictive time frame. Ability to operate multiple computer software programs on multiple screens, simultaneously. Ability to operate standard office equipment and two-way radios. Ability to read, write and speak clearly and precisely. Ability to type at a speed of 45 wpm.

PHYSCIAL DEMANDS: The physical demands described must be met by an employee to successfully perform the essential functions of this job. Accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee will be required to read, write, speak clearly and hear. Specific visual abilities are required including close vision for computers and the ability to adjust focusing when necessary. The employee may be required to sit at times in excess of eight (8) hours without scheduled breaks. The employee uses hands, fingers, and arms by reaching, and bends freely. Tasks are commonly performed under conditions that may contribute to emotional stress. Extensive use of headset equipment is required. Pre-employment screening tests to include a psychological exam and audiometric test in both ears. Per NENA standards audiometric testing shall assess hearing thresholds in each ear at each of the following frequencies: 300Hz, 500Hz, 1OOOHz, 2000Hz, 3000Hz, 4000Hz, 6000Hz, 8000Hz. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. General office environment with occasional off-site training. The noise level in this work environment is overall moderate depending on the amount of radio and phone traffic necessary.

DISCLAIMER: The above description reflects the details considered necessary to describe the standard functions of this position and should not be constructed as a thorough description of all work requirements. The characteristics of the work environment described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Employment Employer: Lubbock County will not discriminate in our employment practices based on an applicant's race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information or status as a protected veteran.