Posting number: 202600192
Department: Sheriff's Office
Job classification: Lead Communications Operator
Posting type: Open
Categories: 911 Telecommunications
This is a non-sworn, promoted position. Under direction, leads, oversees, and participates in the more complex and difficult work of staff responsible for performing a variety of duties involved in receiving, evaluating, prioritizing, and relaying information for emergency and non-emergency calls for service; inputs calls into CAD (computer aided dispatch); dispatches appropriate units and coordinates response of emergency personnel; operates a variety of telecommunications equipment including radio, telephone, and dispatching systems; performs a wide variety of specialized clerical duties involved in the preparation, maintenance, and release of materials related to law enforcement activities; and performs a variety of technical and administrative tasks relative to assigned areas of responsibility. These are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.
Conducts annual and periodic performance evaluations and coaching sessions for underperforming operators.
Perform weekly Quality Assessments of calls for shift.
Ensure standardization of procedures, uniformity, and supervision of operators on shift; document unsatisfactory performance and recommend discipline as needed.
Train assigned employees in their areas of work, including emergency dispatch methods, procedures, and techniques.
Assist in coordinating the scheduling of dispatch center staff; ensure the shift is sufficiently covered.
Acts as a mediator in resolving employee conflicts.
Serve as a professional liaison between agency divisions and other agencies.
Promotes departmental activities and public relations.
Provide a variety of staff and administrative assistance related to the communications center; work with supervisors to resolve issues related to dispatch; perform special projects as assigned, including researching training opportunities.
Perform the full range of Operator duties; receive, classify, and prioritize all incoming calls to the communications center including 9-1-1 calls, emergency, and non-emergency calls received from citizens and surrounding jurisdictions requesting service or information; operate a variety of public safety communications equipment including 9-1-1 emergency telephone equipment, dispatch system, and multi-channel radio system.
Evaluate response necessary as dictated by a given request for service; determine nature, location, and priority of calls; operate CAD system to create calls for service within response criteria guidelines; assign and dispatch personnel in accordance with policies and procedures; transfer calls to other appropriate agencies in accordance with established procedures; obtain and dispatch other support services as necessary.
Maintain contact with all units on assignment; maintain status and location of field units; monitor multiple radio frequencies; relay emergency and non-emergency information to first responders.
Ensure all after-hour warrants, mental health services, and protection orders are documented, entered, and distributed accordingly for service.
Retrieve information from local, state, and national computer networks (NCIC/TCIC) regarding wanted persons, stolen property, vehicle registration, stolen vehicles, driver’s records, protection orders, criminal histories, and other related information; relay information to officers in the field.
Operate computer terminals to enter, modify, and retrieve data such as stolen and recovered property, stolen vehicles, missing and unidentified persons, driver's license and vehicle registration information, and warrants on wanted persons; compose and transmit messages to other agencies.
Enter and remove data and information from various local, statewide, and national law enforcement computer systems including CAD, LERMS, CJIS, and NCIC/TCIC.
Assist supervisor with monthly state record validations.
Prepare recordings of radio and telephone transmissions for evidence use and for training purposes.
Testify in court in the absence of the supervisor.
Ability to communicate, evaluate, and provide information to both the caller and deputies clearly and concisely while under stressful conditions and strict time constraints; utilize various communication techniques to calm callers on the phone to obtain the necessary information.
Maintain and update hazardous location information within the CAD system, ensuring premise history is accurate and current to provide responding units with critical situational awareness.
Ability to read, comprehend, follow, and enforce TLETS Operating Manual, TCIC Texas User Specification Pages, NCIC Operating Manual, and Criminal Justice Information Services (CJIS) Security Policy.
Test and inspect equipment as required.
Keep direct supervisor and field supervisors apprised of emergency and unusual situations.
May provide or coordinate staff training; and work with peers to correct deficiencies, as directed.
Ability to maintain confidentiality of sensitive materials, records, and conversations.
Performs other duties as assigned to a satisfactory level.
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily as listed in this document.
EDUCATION and/or EXPERIENCE: High school diploma or GED required. Intermediate Telecommunicator License required. Minimum of three (3) years of relevant experience, or an equivalent combination of education and experience, with at least two (2) consecutive years in law enforcement communications.
KNOWLEDGE, SKILLS and ABILITIES: Ability to maintain composure during a high-stress situation. Ability to efficiently multi-task in a constrictive time frame. Ability to operate multiple computer software programs on multiple screens, simultaneously. Ability to operate standard office equipment and two-way radios. Ability to read, write, and speak clearly and precisely. Ability to interact with others positively to resolve conflicts.
CERTIFICATES, LICENSES, REGISTRATIONS:
Intermediate Telecommunicator License
TCIC/NCIC Full Access Certification
National Incident Management System (NIMS) Certificates (IS100, IS200, IS700)
PHYSICAL AND ENVIRONMENTAL REQUIREMENTS: The physical demands described must be met by an employee to perform the essential functions of this job successfully. Accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee will be required to read, write, speak clearly, and hear. Specific visual abilities are required, including close vision for computer use and the ability to adjust focus when necessary. The employee may be required to sit at times in excess of eight (8) hours without scheduled breaks. The employee uses hands, fingers, and arms by reaching, and bends freely. Tasks are commonly performed under conditions that may contribute to emotional stress. Extensive use of headset equipment is required. Pre-employment screening tests to include a psychological exam and audiometric test in both ears. Per NENA standards, audiometric testing shall assess hearing thresholds in each ear at each of the following frequencies: 300Hz, 500Hz, 1000Hz, 2000Hz, 3000Hz, 4000Hz, 6000Hz, 8000Hz. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. General office environment with occasional off-site training. The noise level in this work environment is overall moderate depending on the amount of radio and phone traffic necessary.
Equal Employment Employer: Lubbock County will not discriminate in our employment practices based on an applicant’s race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information or status as a protected veteran.
Lubbock County serves nearly 300,000 residents year round and prides itself in its continued push to deliver efficient public service. As Lubbock County grows in both size and opportunities, we prioritize selecting employees who apply professionalism, integrity, and compassion in the work they undertake. Along with presenting employees an environment to pursue a legal, trade, or clerical career, Lubbock County employees experience job security, stability, and the satisfaction of providing an invaluable to service to their community. For more about Lubbock County, visit us online at lubbockcounty.gov.
