Texas Municipal League - Online Career Center


City of Plano

General Information


Job title: 9-1-1 Calltaker / Police-Fire-EMS Dispatcher
Job location: Plano, TX 75074 United States
Requisition code: 213061
Date posted: 02/11/13
Job type: Full-Time
Compensation: All information available on-line at http://plano.gov/index.aspx?NID=1077

Job Classification

Job Category:Safety - Other (Dispatcher, Animal Control, etc)

Job Description

Job description:
*This job posting will be open to accept applications from 2/4/13 through 3/6/13 unless all positions are filled prior to the listed end date.*

Answers telephone calls made to 9-1-1 emergency and non-emergency phone lines to determine if the call requires Police, Fire, or other agency response. Provides appropriate information or assistance as required by the nature of the call.
Utilizes technical software applications for call answering, entering, assigning, and announcing via radio equipment. Utilizes mapping technologies from phone equipment and Computer Aided Dispatch (CAD) to ensure calls are entered timely and accurately.
Prioritizes and dispatches appropriate resources for police and fire operations. Refers reports and/or complaints to either agency by trunked radio or telephone. Provides supplemental information to police and fire staff as needed.
Maintains status of on-duty sworn and non-sworn staff from Police, Fire, criminal investigation, and CSI, using numerous radio talk groups. Monitors on-call lists throughout the city and makes appropriate notifications to off-duty and/or on-call staff as required.
Coordinates with other agencies, citizens, and businesses to gather information, make referrals, or dispatch assistance. Coordinates mutual aid requests as required and implements automatic assistance agreements with applicable agencies.
Documents updates and/or changes in the computer-aided dispatch system as required.
After EMD (Emergency Medical Dispatcher) certified, provides pre-arrival medical instructions to citizens on the telephone in life or death situations before paramedics arrive at the location; relays patient status as needed and/or relays advice among the caller and responding units per National Academy of Emergency Medical Dispatch NAEMD) protocols.
Conducts computer searches through local, state, and national databases for possible wanted persons or stolen property, and provides information to the requesting officer. Confirms stolen property or wanted/missing persons, enters data into TCIC/NCIC as requested, and sends and receives teletypes. Maintains the city’s court case database with updated records for arrests or credit card payments.
Compiles and enters data for various daily reports required by the department and records information in computer systems maintained for police and fire staff. Documents problems, changes form for input to data base, and ensures information is updated and equipment is properly working at all times.
Implements the emergency management procedures for Emergency Management and Homeland Security through the cable television network, and sets off emergency sirens for city disasters and/or tests for Emergency Broadcast System. Notifies persons/agencies appropriate for the situation using emergency notification systems.
Assists with training and/or crossing-training of other employees.
Monitors emergency equipment such as the radio alarms, crime fighting technologies, weather monitors, security cameras, and inter-city police/fire radio frequencies.
Performs duties required by accreditation process.

Job Requirements

Education, training, experience:
Knowledge and Skills:

Working knowledge of data entry procedures, Computer Aided Dispatch (CAD) methods, and knowledge of telephone skills as related to multi-function telephone system or PBX boards.
Related experience responding to emergency calls is preferred.
Effective verbal and written communication skills.
Ability to learn the practices and procedures used by the police and fire departments and to ascertain the differences between civil and criminal law.
Ability to effectively utilize maps and other resource materials.
Ability to effectively multi-task during high levels of activities and to control stressful emergency situations calmly and concisely.
Ability to acquire and maintain a working knowledge of city streets, geography, boundaries, thoroughfares, landmarks, businesses, and locations of police and fire stations and districts.
Ability to learn to accurately enter, retrieve, and compile data from a variety of databases.
Ability to type 3400 keystrokes per hour using computer/PC system utilizing Windows-based programs.
Ability to learn and effectively use multi-function telephone equipment and systems.
Must be able to make critical and expedient decisions within established guidelines.
Ability to successfully complete required training, to obtain required certifications, and to maintain required average compliance scores in key performance areas.

Education and Experience:

High school graduate or GED.
Requires one year of related experience in a high-volume telephone customer service environment which required data entry or word processing, or
One year of experience as a 9-1-1 call taker in a police or fire communications work environment.

State of Texas Occupations Code Section 1701.405(b)(2)requires employees first employed as a telecommunicator on or after 9/1/11 must be at least 18 years of age. Section (b)(1) requires a high school diploma or high school equivalency certificate.

Licenses & Certificates:

Position requires successful completion of all required certifications within one year from entry into position. Required certification includes:
Certificate of completion of an Emergency Medical Dispatch Course (EMD);
Certificate of completion of a Basic Police Dispatch Certification course approved through the Texas Commission of Law Enforcement Officers Standards Education (TCLEOSE);
Appropriate NCIC/TCIC certification;
CPR certification.

The Public Safety Communications Department will provide opp
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