Communication Specialist I (911 Operator/Dispatcher)
City of Garland - Garland, TX

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Responsible for receiving, analyzing, classifying and directing all incoming 911 emergency and administrative calls in order to coordinate the dispatch of emergency police, fire and other public safety equipment.

Essential Job Functions

Receive and respond to emergency and non-emergency telephone calls.
Process and evaluate information received and dispatch law enforcement and/or Fire/EMS, consider call priority, availability and the number and types of personnel needed.
Maintain and validate data in local, state and national computerized databases including the National Crime Information Center (NCIC) and the Texas Crime Information Center (TCIC).
Correspond or communicate with other Cities, agencies, etc to confirm or request information of a valid offense report or other law enforcement matters.
Prepare and maintain accurate records and logs of all radio transmissions, telephone calls and other records and files.
Perform administrative duties as needed or requested.

Preferred Knowledge - Abilities & Skills

Education/ Experience
6 months advanced training or coursework past the high school level
Up to one year of experience as a Dispatcher, Communication Specialist, Customer Service or similar position in a communication or dispatch center
Knowledge, Skills & Abilities
Basic knowledge of public service activity and methods of local government
Basic knowledge of computer technology and equipment
Basic knowledge of law enforcement terminology and procedures
Basic knowledge of geography for the City of Garland and surrounding areas
Basic knowledge of English language for spelling and proper word usage
Skill in coordinating mental, manual and visual activities simultaneously
Skill in observing situations analytically and objectively and relaying details accurately
Skill in communicating using two-way radio, telephone equipment
Skill in reading and interpreting maps to determine locations and jurisdictional boundaries
Ability to multitask and demonstrate appropriate judgment on the spot
Ability to work under pressure and during emergency situations and react quickly to signals, unexpected situations and/or emergencies
Ability to establish and maintain effective working relationships with Police Department personnel, other City employees, outside law enforcement agencies and the public

Licenses & Certifications

 Valid State of Texas Class C Driver’s License
 Texas Department of Safety (DPS) National Crime Information Center (NCIC)/ Texas Crime Information Center (TCIC) certification or the ability to obtain within 6 months of hire
 Texas Law Enforcement Telecommunications System (TLETS) Operator certification or the ability to obtain within 6 months of hire
 Medical Priority Emergency Medical Dispatch (EMD) license and certification or the ability to obtain within 6 months of hire
 CPR Certification or the ability to obtain within 6 months of hire

Physical Tasks & Working Conditions

The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards; may be exposed to emotionally upset or argumentative individuals via the telephone; work is performed in a fast paced, high volume call center environment. The position requires shift work including weekends, holidays, and/or extended shifts. Must satisfactorily pass a standard hearing and vision exam.


Customer Service
Decision Making/Judgment
Managing Conflict

Minimum Education & Work Experience

 High School Diploma or G.E.D. equivalent
 No experience required
Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Must be able to satisfactorily complete background investigation, polygraph, dispatcher candidate exam; psychological evaluations; interviews; drug screening, and demonstrated knowledge of a computer keyboard. Ability to key 35 data strokes per minute while multitasking.

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