Police Telecommunicator (Dispatcher) - Police Department Denton

TITLE

Police Telecommunicator

JOB SUMMARY

This critical role serves as the vital communications link between the campus community needing help and emergency services response. As members of the public safety ecosystem, licensed Police Telecommunicators are typically the first point of contact when a person reaches out for help. The State of Texas recognizes Public Safety Telecommunicators as "First Responders." This requires a candidate to be able to work independently, organized, be adept at multi-tasking, and handle a high-stress environment calmly and professionally while receiving and evaluating incoming emergency and administrative requests for emergency services including but not limited to law enforcement, fire, and emergency medical services (EMS). Work is performed under general supervision and performance evaluation is based upon completion of assignments and results obtained. The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures.

ORGANIZATIONAL RELATIONSHIPS

Reports to: Manager, Police Telecommunications

Supervises: No supervisory responsibilities

ESSENTIAL DUTIES - May include, but not limited to the following:

• Efficiently operates all equipment in the police emergency communications center; Computer-Aided Dispatch (CAD), telephones, radios, E-911, TTY, alarm computer, video computer, and entry/access computer.

• Screens requests for emergency and non-emergency services based on training and policies.

• Determines the appropriate response to resolve problems, provide information, dispatch emergency services, or refer caller to other agencies by collecting information from the caller and interpreting, analyzing and anticipating the caller's situation.

• Demonstrates clear and effective communication skills including active listening, call control, judgement, respect, and empathy with callers whose emotional state may range from calm to panicked.

• Obtains and verifies caller information and location, determining the nature of the incident, and all available data needed by responders.

• Prioritizes multiple events based on available resources and use critical thinking skills.

• Interprets automatic number and location data provided by emergency communications phone system and verify data using mapping software for accuracy and reliability.

• Documents incident details quickly and accurately.

• Operates workstation comprised of multiple computer systems including computer-aided dispatch (CAD) software, alarm system, NCIC software, entry/access (CBORD) software, camera software, E-911, as well as communications systems such as radio and recording systems.

• Operates multiple systems and conversations simultaneously without errors.

• Activates notification software (Pioneer Alert) to inform the campus community of impending critical information related to such things as severe weather impacts, potential injury or life-safety events.

• Maintains a calm demeanor under chaotic and stressful circumstances, multiple conversations, and frequently noisy environment.

• Follows established agency policies and procedures, being aware of liability to the agency, and adhere to federal and University disclosure and privacy laws.

• Assists the public with information concerning the University and related activities.

• Notifies Denton Police Department for fire, EMS, or other emergency services according to established policy and procedures.

• Performs computerized information checks for warrants, driver's license data, criminal history, and stolen articles. Send and monitor incoming police related teletypes via NCIC system.

• Confirms warrants for internal and external agencies.

• Tracks and stores lost and found items turned in from around campus.

• Adheres to policy and procedure requirements that are stringent, rigorous, and unwavering, including confidentiality of information and trustworthiness while dealing with sensitive information.

ADDITIONAL DUTIES

• Performs other duties as requested.

EDUCATION

High school diploma or equivalent required. Must obtain TCIC/NCIC Certification and TCOLE Certification within one (1) year of employment required.

EXPERIENCE

One year experience in a position with high public contact requiring decision making and problem solving under stressful conditions preferred.

REQUIREMENT

Valid driver's license issued by the State of Texas and a safe driving record such as required to attain Driver's Authorization through the university.

Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position. All employees share the responsibility of maintaining information security and privacy requirements within the university by adhering to Federal and State regulations, and TWU Policies & Procedures.

KNOWLEDGE, SKILLS, AND ABILITIES - The following are essential:

• Ability to maintain the security and integrity of the infrastructure.

• Knowledge of appropriate terminology, codes, and signals for clear and effective communications with public safety responders.

• Ability to use logic, critical thinking, and reasoning to reach conclusions and solve problems.

• Ability to communicate clearly, concisely, and effectively; relays details accurately; listen actively; think and act quickly.

• Ability to compile and analyze operational data and prepare and maintain accurate records.

• Ability to effectively interact with people of different social, economic, and ethnic backgrounds.

• Ability to establish and maintain cooperative and professional working relationships with colleagues, students, faculty, staff and the public.

• Ability to handle multiple tasks simultaneously, under pressure, and in emergency and stressful situations.

• Ability to learn quickly and retain public safety and technology training material.

• Ability to maintain regular, reliable, and punctual attendance.

• Ability to provide effective customer service and deal tactfully and courteously with demanding callers.

• Ability to handle complaints and difficult situations, remaining calm under pressure.

• Ability to be resilient and resourceful while coordinating high-risk, high-stress operations, with the objective of keeping all participants safe.

• Ability to organize and prioritize work using judgement and decision-making skills to rapidly evaluate situations, establish priorities, resolve matters, and pass on information, as needed.

• Ability to be a persistent problem solver.

• Skilled in stress tolerance and adaptability.

• Ability to communicate effectively orally, by phone, in person, and in writing.

• Ability to operate computer systems with specialized software and enter data via keyboard using software with speed and accuracy, including University software and email.

PHYSICAL DEMANDS

The physical demands described in the Essential Duties and below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

The employee may be required to travel. The employee will be required to be on call, work scheduled shifts at any time of the day, weekends and holidays.

WORK ENVIRONMENT

All employees are responsible for maintaining an environment that is free from discrimination, intimidation, harassment, including sexual harassment. Work is normally performed in a typical interior work environment in a moderately noisy location surrounded by others talking on the phone or radio. Work is performed in an emergency communications center. The work level can fluctuate from minimal to fast-paced and high volume. The employee deals with crisis situations that require them to quickly make major decisions involving people, resources, and property with frequently limited direction. The employee may be required to perform duties at or near the scene of any emergency.

SAFETY

TWU promotes a safe working environment. Employees are responsible for completing assigned tasks safely and efficiently, and supervisors are responsible for creating and maintaining a safe work environment. Employees must report any unsafe work conditions or practices, as well as any near-miss incidents, to their supervisor and Risk Management. Supervisors and employees should ensure that injury/accident reports are submitted to the Office of Human Resources and Risk Management within 24 hours of the incident.

Texas Woman's University, an AA/EEO employer, provides equal opportunity to all employees and applicants for employment and prohibits discrimination on the basis of race, color, national origin, religion, gender, age, disability, veteran status, sexual orientation, or any other legally protected category, class or characteristic.

All offers of employment will be contingent on the candidate's ability to provide documents which establish proof of identity and eligibility to work in the United States. Positions at Texas Woman's University deemed security-sensitive require background checks and verification of all academic credentials.

If you are a male between the age of 18 and 25, federal law requires that you must be registered with the U.S. Selective Service System, unless you meet certain exemptions under Selective Service law. Under HB 558, enacted by the 76th Texas State Legislature, if you are currently of the age and gender requiring registration with Selective Service, but knowingly and willfully fail to do so, you are ineligible for employment with an agency in any branch of Texas state government. For additional information regarding registration or status, you can contact the Selective Service System at 847-688-6888 or www.sss.gov.