Job Description

Position open until 7/31/2026

Salary: $21.29 hourly

General Description and Classification Standards

Performs radio communication dispatch and telecommunication duties for the Atlanta Police Department. Works under direct supervision and follows standard procedures and written instructions to accomplish assigned tasks.

Duties include but are not limited to receives and processes calls from the public in the 911 Center. Determines the nature and location of the emergency and passes information to the appropriate dispatcher for action (fire, police, medical, other public safety). Provides information and instructions to the caller depending on the emergency circumstances. May remain in communication with the caller if needed for liaison. Keeps notes, recordings, records, etc. as required.

Supervision Received

Works under direct supervision and follows standard procedures and written instructions to accomplish assigned tasks.

Essential Duties and Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Performs multiple tasks simultaneously; takes appropriate action when presented with a stressful life/death situation; remains calm under all circumstances.
• Answers multiple telephone lines; handles all 911 calls within the Atlanta Police Department jurisdiction and processes information for dispatching as required or transfers calls to appropriate agencies. Communicates effectively and coherently with all callers to address public safety needs and provide responses as required.
• Maintains contact with distressed callers until officers' arrival to assist; calms caller and takes control of conversation.
• Works assigned shifts. Contacts various utility companies to resolve problems such as gas detection, power failures, etc.; contacts telephone companies for assistance in obtaining address of distressed callers.
• Maintains field unit status at all times to ensure safety of police officers and firefighters performing activities including working accidents, hazardous incidents, traffic control, pursuits, calls in progress, working incidents, etc.
• Communicates effectively and coherently over law enforcement and police radio channels initiating and responding to calls; issues case numbers; notifies others, such as animal control, wreckers, cabs, and utilities, when services are requested/required.
• Dispatches emergency calls for Atlanta Fire Rescue Department and provides communications support to all Atlanta Fire Rescue units engaged in emergency and non-emergency activities.
• Provides the general public with directions and referrals, answers to citizen complaints and concerns, and any other information requested regarding the community or situation.
• Contacts various utility companies to resolve problems such as gas detection, power failures, etc.; contacts telephone companies for assistance in obtaining address of distressed callers.
• Determines correct location and which units to dispatch on calls; confirms field units are responding as requested and in a timely manner.
• Notifies agencies required to handle incident ambulance, fire, public utilities, etc.
• Notifies supervisor of critical situations and of problems with communications equipment.
• Maintains current field and code manuals, policy and procedures, employee handbooks, various maps, etc., for reference and/or review.
• May perform general administrative duties as replenishing various forms, making copies, forwarding information to various departments, performs other administrative clerical tasks assigned by supervisor.
• Uses an operator's control console, automatic number and location identifier boxes and telephones when receiving emergency and non-emergency calls; operates call playback equipment recording all calls; may change recorder tape and clean the unit.
• May operate telecommunications device for the deaf and various radio devices for communications.
• Responsible for monitoring a web-based platform to manage emergency and/or non-emergency entries via text, photo, and video, and efficiently accessing and relaying multi-media content pertinent to police, fire, or medical response.
• Utilizes a computer, printer, etc., to enter, store and retrieve data, to type in/dispatch calls and to disseminate information to others on the system using knowledge of various software programs in an effective and efficient manner.
• This position requires certifications in Emergency Police Dispatch (EPD), Emergency Fire Dispatch (EFD) and Emergency Medical Dispatch (EMD) to assess and determine the proper response to various emergencies.
• Exercises judgment and initiative in dispatching emergency calls and other requests.
• Uses independent judgment and discretion in the handling of emergency situations, determining and deciding upon procedures to be implemented, maintaining standards, and resolving problems.
• This position requires certifications in Emergency Police Dispatch (EPD), Emergency Fire Dispatch (EFD) and Emergency Medical Dispatch (EMD) to assess and determine the proper response to various emergencies.
• Follows standardized procedures and written instructions; however, must make immediate decisions within protocol about the nature and severity of the emergency and effectively communicate that information to dispatchers.
• May provide coaching to newer employees.
• May oversee temporary or contract workers as needed.
• May perform other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Knowledge of dispatching and communication systems and local law enforcement practices, policies, and procedures.
• Knowledge of techniques and procedures used in operating emergency communications equipment.
• Knowledge of customer service standards and best practices.
• Knowledge of terminology, principles, and methods utilized within the department.
• Skill in listening and communicating exceptionally to effectively convey information verbally and in writing.
• Skill in operating computers with demonstrated proficiency in a variety of applications and software.
• Skill in empathetic listening techniques.
• Ability to speak with a clear well-modulated voice.
• Ability to remain calm under pressure and stressful working conditions during heavy workload and emergency related calls.
• Ability to speak English rapidly, clearly, and concisely.
• Ability to dispatch and handle emergency calls on a continuous basis under time constraints.
• Ability to simultaneously communicate, interpret communication, and accurately enter data into a computer system.

Minimum Qualifications

Education and Experience

• High school diploma or equivalent required.
• 6 months experience in customer service or other direct customer contact work required. Must successfully pass a communications dispatcher performance test which includes the ability to receive, retain, and process emergency information.
• Must pass a background investigation.
• Must meet the requirements of the Police Officer Standards and Training for a Communications Officer within six months of appointment.
• Must maintain certification of same will in the classification.
• Must be willing to perform shift work.

Licensures and Certifications

• Will be required to obtain GCIC, Telephone Cardiopulmonary Resuscitation (T-CPR), Emergency Police Dispatch (EPD), Emergency Fire Dispatch (EFD), and Emergency Medical Dispatch (EMD) within 6 months of employment.

• Must maintain certification of same in the classification.
• Must complete 10 hours of Continuing Education Units (CEU) as instructed by Training.
• Must complete and maintain First Aid/CPR certification.
• May be required to attain and maintain certifications specific to assigned unit as a condition of continued employment.
• Applicants must be flexible to work various shifts, nights, weekends and holidays.
• May be required to attain and maintain certifications specific to assigned unit as a condition of continued employment.

Note: There is shift differential pay for evenings and overnight shifts.

Preferred Requirements

High school diploma plus 1-2 years of work experience in a call center, security office, or related.

Work Environment

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Lifting Requirements: Sedentary work Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.