Emergency Communications Officer

Responsibilities:

• Answer incoming 911 calls and non-emergency calls for service.
• Determine the urgency and priority of each event and coordinates the appropriate level of response to protect the safety of the caller and emergency responders.
• Enter call details into the CAD system and prepare information for dispatch.
• Provide all pertinent information to responding units.
• Provide pre-arrival medical and fire instructions by utilizing Emergency Medical/Fire Dispatch protocols.
• Maintains contact with callers while dispatching calls to appropriate responders.
• Exhibits good judgment and decision-making skills.
• Provides information via alpha page to update personnel as required or when requested.
• Receives, interprets, and processes information from public safety personnel in various entities, agencies or divisions and notifies other agencies for assistance as needed.
• Utilize a complex radio system to dispatch for various public safety agencies.
• Performs queries using TLETS/NLETS and other record management systems.
• Utilize multiple complex computers systems and programs where some may require specialized training.
• Utilize a complex filing system to manage various records and confirm the record is valid. This includes but is not limited to records for Hays County warrants, stolen property, missing person, criminal trespass warning, and protective orders.
• Complete entries using the Texas and National Criminal Information Center System. (TCIC/NCIC).
• Requires the employee to be able to render credible testimony in any court proceeding to include Justice Courts, County Courts, District Courts and any U.S. Federal Court.
• Performs other duties as assigned.

Knowledge Required:

• Knowledge and functions of the dispatch console.
• Knowledge of the principles and practices of emergency and non-emergency call taking and dispatching.
• Required to establish and maintain a working knowledge of all laws and ordinances enforced in the County.
• Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; and treatment of behavioral and affective disorders.
• Knowledge of human psychology in an emergency situation.
• Exceptional knowledge of professional telephone etiquette and customer relations.
• Exceptional knowledge of radio procedures.
• General knowledge of basic office equipment.
• Effective knowledge of the Texas 911 system and equipment.
• General knowledge of Hays County and Sheriff’s Office policies, and procedures.
• General knowledge Hays County’s geography and its major roadways, hospitals, schools, and other highly populated landmarks.

Skills Required:

• Exceptional skill in assessing, evaluating, and prioritizing incidents; acting in accordance with the level of urgency necessary for the circumstance.
• Exceptional skill in providing instructional aid and guidance to callers.
• Exceptional skill in developing and maintaining effective and ethical interpersonal relations.
• Exceptional skill in workload organization to enable multiple functions to be completed on time.
• Exceptional skill in maintaining calm demeanor during emergencies.
• Exceptional skills reading maps quickly and accurately and provide accurate directions as required.
• General skill in interacting with several people from varying agencies simultaneously.
• General skill in following both oral and written instructions.
• General skill in operating standard office equipment, such as copiers, calculators, telephones.
• General skill in operating emergency communications equipment, such as computer-aided dispatch system (CAD), a complex radio system, computerized phone systems, and an extensive mapping system.
• General skill in establishing and maintaining cooperative, effective, and productive working relationships using tact, patience and courtesy with supervisors, co-workers, vendors, outside agencies, and the general public.
• Work closely with others in a compatible and mutually supportive way with a teamwork concept.
• Exceptional skill in interacting with people in stressful emergency and non-emergency situations.
• General organizational skills.
• Ability to speak clearly and concise on the radio and telephone.
• General skill to coordinate and communicate firmly with diverse, demanding, and sometimes hostile people while maintaining contact and monitoring status of responders.
• Ability to accurately hear and simultaneously document information verbally provided using the computer-aided dispatch (CAD) logs.
• Ability to communicate clearly and concisely both verbally and in writing.
• Ability to remain calm and professional while questioning callers who may be verbally abusive emotionally upset, uncooperative or frightened.
• Ability to work in a high stress and structured environment.
• Ability to take direction, work independently, and as part of a group.
• Ability to monitor security closed circuit television cameras.
• Must possess the ability to speak and record information using acceptable English grammar and spelling.
• Must be able to type 30 wpm or greater.

Education and/or Experience:

• Requires a High School Diploma or GED.

Other Qualifications, Certificates, Licenses, Registrations:

• TCIC/NCIC certification within 6 months of employment.
• TLETS/NLETS certification within 1 year of employment.
• Basic Telecommunications license within 1 year of employment.
• 9-1-1 equipment training within 6 months of employment.
• TDD training within 6 months of employment.
• Emergency Medical/Fire Dispatch certification within 6 months of employment.
• CPR certification within 1 year of employment.
• Ability to meet continuing education requirements.
• Must successfully complete prescribed training program and attend all assignment training courses.
• Required to obtain a 70% or higher on a computerized skill based proficiency assessment.
• Class C TX Driver’s License.
• Must be 18 years of age.