911 Call Taker/Dispatcher

About the Position :

This role is an on-campus, in-person position.

The Communications Officer is responsible for performing duties associated with the non-emergency and emergency response of the campus police department;

to service calls and inquiries received through incoming phone calls and radio transmissions, process fire and security alarms, and personal contact with campus patrons.

In doing so, they're expected to deliver high standards of customer service to students, faculty, staff, and community members by making the most effective and efficient use of police staff and technology resources.

Essential Functions :

Answers emergency and non-emergency calls for service. Receives and records information and requests for police services in a computerized database.

Monitor and process calls from phone lines, safety website, department email. emergency call boxes, and alarm systems. Monitor law enforcement computer communications, severe weather alerts, and critical incidents in the North Texas region.

Ability to remain calm and multitask during high-stress incidents, thereby ensuring the safety of police and first responders.

Must be able to handle incidents while continuing to manage the incoming calls and radio; correctly provide incident notifications to leadership personnel within the Police Department, and supporting campus departments during emergency situations and large campus events.

Dispatches officers according to need and priority of the request for service. The Communication Officer displays analytical and organizational skills necessary to receive, evaluate, process, and dispatch emergency and non-emergency calls for assistance.

Must be able to work effectively inside a 24 / 7 police communications center, as part of a trained dispatch team.

Transmits and receives radio calls from field units via two-way radio. The ability to speak clearly and concisely to SMU Police Officers, Neighboring Law Enforcement Agencies and Campus Staff via Radio.

Utilizes effective communications through police radio equipment, telephone, and computer typing skills, to maintain efficient operations when responding to routine police and emergency situations.

Ability to routinely work with Law Enforcement agencies throughout the DFW Metroplex when referring situations or requesting their mutual-aid assistance.

Coordinate and maintain effective communications between field units and neighboring law enforcement agencies.

Exhibit technological competency to utilize and actively monitor a variety of complex telecommunications systems and equipment including;

Three distinct fire alarm systems (Desiego, Fireworks, AES), access control software (CCure), security surveillance video systems (Genetec) with 2000+ surveillance cameras, emergency call boxes, Computer-Aided Dispatch (CAD) / Report Management System (RMS) software, online Anonymous Tips / Police Reports and a real-time crime reporting mobile app.

Demonstrate a high level of customer service abilities to meet the institution's high standards when interacting with the public.

The ability to learn about University departments and resources, in order to answer incoming calls after regular business hours.

Ability to work varied shifts and durations (morning or evening; 8, 10, or 12 hours), including weekends and holidays. Also includes on-call duties and mandatory assigned overtime as needed.

Ability to work extended time during inclement weather, serious incidents, or other emergencies requiring additional assistance.

Operation of specialized state / national / international communication networking computer terminal to access confidential and restricted law enforcement information under specialized security clearance.

Ensure compliance with all state and federal regulations regarding the criminal justice systems used in the dispatch center.

Able to use resources and critical thinking skills to develop a daily briefing that provides department leadership with the information needed to conduct daily operations and maintain the campus's standards of safety.

Qualifications

Education and Experience :

A high school diploma or equivalent is required. An associate's degree is preferred.

A minimum of a year of experience is required.

Must be a US Citizen.

Knowledge, Skills and Abilities :

Candidate with experience working in a high-stress service environment that requires phone skills, multi-tasking, critical decision making, and attention to detail is required.

Candidate with knowledge of standard police practices and terminology is highly desired. Candidate must demonstrate proficiency in Microsoft products.

Knowledge of records management systems is preferred.

Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies.

Must also demonstrate strong written communication skills.

Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions.

Must also have strong organizational, planning and time management skills.

Candidate with TCOLE Telecommunicator license is preferred.

Must be available to work any shift, including weekends and holidays.

Physical and Environmental Demands :

• Sit for long periods of time
30+ days ago