Emergency Communications Officer

Under direct supervision of the Emergency Communications Supervisor(s), the Emergency Communications Officer responds to emergency and non-emergency calls and dispatches needed services. Directs calls to appropriate Fire Department and Police Department emergency services. Must be available to work any shift, holidays and/or weekends.
 
The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by incumbent(s) in this position. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform position-related tasks other than those specifically listed in this description.

• Answers emergency and non-emergency telephone lines and directs calls accordingly.
• Gathers information from callers including location, nature, severity, and status of emergencies.
• Assesses need for response and dispatches services accordingly.
• Provides pre-arrival medical instructions on medical emergency calls.
• Assists First Responders by relaying information regarding calls for service.
• Documents and corrects 911 location premise errors in CAD (Computer Assisted Dispatch).
• Enters data and maintains CAD for cautionary information in alert files.
• Notifies appropriate entities related to problems or complaints under their jurisdiction.
• Enters, maintains, updates and researches information in the Local, State, and National Law Enforcement Telecommunication Systems.
• Ensures telephone and computer dispatch equipment is operational.
• Researches and responds to inquiries from other law enforcement agencies and departments.
• Performs duties required for accreditation process.
• Enters and maintains regional warrants in conjunction with the Frisco Municipal Court.

• Must be available to work varying shifts.
• Monitors several police, fire, and city radios as required.
• Required to attend meetings, conferences, and training.
• Performs other related duties as assigned.
• Regular and consistent attendance for the assigned work hours is essential.

• Knowledge of emergency response practices and procedures.
• Knowledge of computers and related equipment, hardware, and software for researching, retrieving, and maintaining a variety of informational and tracking databases.
• Ability to adhere to TCIC/NCIC and TLETS/NLETS rules, regulations, and requirements.
• Ability to adhere to practices and procedures for responding to and dispatching emergency services utilizing computer aided dispatch system.
• City policies and procedures, Police Department General Orders, and Communications’ Standard Operating Procedures.
• Ability to work under stress and use sound judgment in emergencies.
• Ability to be assertive and calm in soliciting information from distressed callers.
• Ability to type at a speed necessary for successful job performance.
• Ability to quickly assimilate information and implement an appropriate course of action.
• Ability to verbally communicate clearly and concisely in English to ensure on-the-job safety.
• Skill in effective oral and written communications.
• Skill in responding effectively and appropriately to emergency calls for assistance.
• Skill in accessing and maintaining multiple police databases simultaneously.
• Skill in resolving customer complaints and concerns.

• High School Diploma or G.E.D., and one (1) year data entry or customer service representative experience; or equivalent combination of education and experience.
• Must obtain Texas Commission on Law Enforcement Telecommunicator certification within one (1) year of entering the position.
• Must obtain IAED Emergency Medical Dispatch certification within one (1) year of entering the position,
• Must obtain TCIC/NCIC and TDD (Telecommunications Device for the Deaf) certifications within six (6) months of entering the position.
• Must be a United States citizen.
• Must be a minimum of 18 years of age.
• Must pass a pre-employment drug screen, hearing test, polygraph, psychological examination, criminal background check and MVR check.
• Must possess a valid Driver’s License.

Environmental Factors and Conditions/Physical Requirements:

• Work is performed in an emergency communications environment.
• May be exposed irate and hostile individuals, emergency situations, and a high stress environment.
• May be exposed to extended period of sitting, viewing monitors and/or talking on the telephone or radio.
• Balancing – maintain equilibrium to prevent falling while walking, standing, or crouching. 
• Crouching – bending body forward by bending leg, spine. 

• Fingering – picking, pinching, typing, working with fingers rather than hand.

• Hearing 1 – perceiving sounds at normal speaking levels, receive information.

• Hearing 2 – receive detailed information, make discrimination in sound.

• Mental Acuity – ability to make rational decisions through sound logic, deductive reasoning.

• Reaching – extending hands or arms in any direction.

• Repetitive Motion – substantial movements of wrists, hands, fingers.

• Speaking – expressing ideas with spoken word, convey detailed, important instructions accurately, concisely. 

• Stooping – bending body downward, forward at waist, with full motion of lower extremities and back. 

• Talking 1- expressing ideas by spoken word.

• Talking 2 – shouting to be heard above ambient noise.

• Visual Acuity 1 - prepare, analyze data, transcribing, computer terminal, extensive reading.

Work Environment:      

• Work performed is primarily sedentary work, exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

• Equipment utilized includes personal computer, copier, calculator, fax machine, other standard office equipment, police radio, video monitors, dispatch console, multiple law enforcement center databases and TDD.