Hybrid Emergency Telecommunicator bei City of Allen, TX

About the Department

• People First – Giving priority to others
• Respect – Treating others with courtesy and dignity
• Integrity – Serving with honesty, trust and hard work
• Deliver – Following through on commitments while exceeding expectations
• Excel – Creating an innovative and improving work environment

Position Duties

• Answers multi-line telephones for both emergency and non-emergency calls. Identifies the problem(s), reassures the victim or caller, gathers required information (nature, severity, location and status of emergency), and dispatches information and units. Upon receiving EMD (Emergency Medical Dispatch) certification, provides pre-arrival medical instructions to citizens on the telephone in life/death situations before paramedics arrive at the location; relays patient status and vitals to paramedics.
• Operates a multi-channel public safety radio system while simultaneously listening to and comprehends both telephone and radio traffic; receives and transmits pertinent information on all calls for services including those in progress and those involving other agencies; monitors activities of Police, Fire and Emergency Medical Service personnel; maintains the location and call status of all emergency units during an assigned dispatch shift.
• Maintains records and data for items such as warrants, missing persons, stolen property and emergency protection orders by confirming information is correct, entering and modifying information in database and clearing information as applicable.
• Comprehends and applies city ordinances, city and departmental policies and procedures; operates computer terminals for specialized access with various automated data banks; simultaneously inputs, retrieves, and maintains information, reads from both computer screens and printouts; reads and interprets maps, charts, and other graphic material in print and computer format. Communicates with hearing/speech impaired citizens by operating a specialized T-D-D
• Provides assistance to residents and visitors by communicating and relaying messages, responding to requests for information, referring questions to the appropriate department or agency and interacting with citizens on a regular basis.

Minimum Qualifications

Education & Experience

• High School Diploma or equivalent with no prior relevant work experience. Previous data entry and customer service experience is desired.

Special Requirements: 

• Must possess a valid Texas Class C driver’s license.
• Must be able to accurately type 34 WPM, have the ability to perform data entry and operate computer equipment.
• Must be able to pass required pre-employment screenings, CJIS and fingerprint check, and have the ability to comply with state and federal requirements for Criminal Justice Information Security (PDF) standards.

• TCOLE Basic Telecommunications Operator Certification within six (6) months from date of employment.
• TLETS Certification within one (1) year of employment.
• Emergency Medical Dispatch Certification within six (6) months from date of employment.
• TCIC/NCIC Certification within one (1) year of employment.
• TDD (Telecommunications Device for the Deaf) certification within one (1) year of employment.

Other Qualifications

Knowledge of:

• Emergency call-taking and dispatch procedures.
• Radio and telecommunications systems.
• Geographic information systems (GIS) and local jurisdiction boundaries.
• Emergency services protocols (police, fire, EMS).
• Federal, state, and local public safety regulations.
• Incident prioritization and triage methods.
• Confidentiality and data privacy laws (e.g., HIPAA, CJIS).
• Stress management and crisis intervention principles.

Skilled in:

• Operating multi-line phone and radio systems.
• Accurately dispatching emergency services under pressure.
• Active listening and clear verbal communication.
• Using computer-aided dispatch (CAD) and mapping software.
• Multitasking and decision-making in high-stress environments.
• Maintaining detailed and accurate records of calls and responses.
• Remaining calm and focused during emergency situations.
• Collaborating effectively with law enforcement, fire, and EMS personnel.

• Standard office environment.

• Ability to sit for long periods.
• Ability to work evenings, weekends, and holidays. 
• Ability to operate city or personal vehicle for business purposes.

• The sentence is subsequently probated and the person is discharged from probation or community supervision;  
• Deferred adjudication is granted;  
• The accusation, complaint, information, or indictment against the person is dismissed is released from all penalties and disabilities resulting from the offense; or 
• The person is pardoned for the offense unless the pardon is granted expressly for subsequent proof of innocence.