Under the direction of the Emergency Communications Supervisor (ECS), the Lead Telecommunications Operator (TCO) will provide effective response to public safety police emergencies using a variety of computer systems and dispatch equipment. The Lead Telecommunications Operator will provide direction, assign work, and oversee job performance of Telecommunications Operators.
Performs the essential functions of a TCO, which includes but is not limited to the following:
Proficient in the use of a computer-aided dispatch system (CAD).
Receive emergency calls from the public requesting police services.
Determine the nature and location of emergencies; determine priorities, and dispatch police as necessary and in accordance with established procedures.
Receive and process 911 emergency calls; answer non-emergency calls for assistance
Maintains contact with all units on assignment; maintain status and location of police officers.
Enter and retrieve information quickly from a variety of local and automated law enforcement systems.
Receive requests for information regarding vehicle registration, driving records and warrants and provide pertinent data.
Monitor several radio channels.
Operate a variety of communications equipment including radio consoles, telephones and computer systems.
Provide the public with basic safeguard instructions in dangerous conditions prior to the arrival of trained police personnel.
Maintain accurate call information.
Develops or modifies work plans, methods, and procedures; determines work priorities and develops work schedules to provide adequate staff coverage. Provides work instruction and assists employees with difficult and/or unusual assignments with recommendations for proper completion.
Resolves problems encountered during daily operations and determines appropriate solutions.
Contributes to the development of performance enhancement plans, documents performance, provides performance feedback and furnishes information to the ECS to assist in the preparation of TCO's performance evaluation process.
Documents situations which may be cause for disciplinary action and provides this information to the ECS.
Conducts self in a respectful, professional, and appropriate manner in dealing with coworkers and the public. Works effectively in a diverse work environment.
Adapts and responds to the dynamic changing needs of the Communications Division in relation to maintaining staff coverage in operations; sometimes on minimal notice.
Assists in the selection, training, and development of current and new TCO's.
Manages time effectively; coordinates multiple tasks simultaneously. Organizes and prioritizes activities ensuring details are accurate.
Participates in emergency preparedness planning and coordination.
Prepares commendations for staff.
Conducts validations of TCIC/NCIC records
Updates and maintains CAD databases and files.
Prepares recordings and records for District Attorney(s); testifies in court as needed.
Availability to work unusual hours, split shifts, weekends, and holidays as assigned.
Performs all other duties as assigned.
Must exemplify the Team Kyle Core Roles as an Employee by:
Knowledge Knowledgeable in all aspects of job and City operations; maintains high quality of work; follows health and safety guidelines.
Yes-Attitude Demonstrates superior customer service; treats other employees and citizens with kindness; promotes goodwill; solves conflict with tact.
Leading Edge Continually looking for areas to improve upon; decisive and adaptive; supports new ideas; a driver for change. Innovative
Employee Accountability -Actively seeks and gives performance feedback in order to determine developmental opportunities; uses feedback as an opportunity for continuous improvement.
Maintains desired working relationship with the Police Department, and all members of Team Kyle.
Provides support to all City department programs and/or activities as needed.
Actively participates in creating and providing desired service levels to the citizens of Kyle and non-citizens outside the City of Kyle.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge of Communications Policies and Procedures.
Must be able to read and comprehend emergency communications books, manuals, and documentation
Knowledge of Microsoft products including: Word, Excel, PowerPoint, Office365.
Ability to communication effectively, both oral and written, with all levels of personnel.
Ability to work effectively with minimal supervision; self-starter.
Problem solving, planning, developing, organizing, and implementing procedures and objectives.
Ability to apply sound reasoning abilities, critical thinking skills, good judgement and common sense in decision making under pressure.
Ability to work under pressure and effectively handle any stresses associated in dealing with a face paced environment and workload, emotionally heightened individuals, and a competing workload.
Leading, motivating, and supervising personnel in a high stress environment, including inspiring confidence in subordinate personnel and new employees in training.
Establishing and maintaining effective working relationships with others.
Ability to learn and understand basic geography including main streets and hundred blocks, City boundary limits, district areas and fire response districts.
Familiarity with basic math for use in scheduling employees and budget administration and preparation.
QUALIFICATIONS, EXPERIENCE AND/OR CERTIFICATION REQUIRMENTS:
High School Graduate or Equivalent.
Minimum of two (2) years of experience as a TCO for the City of Kyle's Police Department or a minimum or three (3) years' experience dispatching for any law enforcement agency.
Must be a licensed Telecommunicator through TCOLE.
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:
While performing duties of this job, the employee is regularly required to sit for extended periods of time and work in closed quarters with infrequent break periods; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee occasionally is required to stand, walk, kneel, and/or climb or balance. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The noise level in the work environment is usually moderate.
This position description has been prepared to assist in defining job responsibilities, physical demands, and skills needed. It is not intended as a complete list of job duties, responsibilities, and/or essential functions. This description is no intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision. The City of Kyle retains and reserves any or all rights to change, modify, amend, add to or delete, form any section of this document as it deems, in its judgment, to be proper.