Staff Careers

The Public Safety Telecommunicator is employed in UAH Police Department as a First Responder assigned to the Emergency Communications and Operations Center as a 911 Call Taker and Public Safety Dispatcher. Under the direction of the Manager of Public Safety and direct supervision of the Associate Manager of Public Safety for Communications, this position independently performs specialized and essential specialized work in receiving and dispatching accurate information to appropriate emergency responders in the field during, at times, highly stressful and intense situations. Work involves responsibility for the operation of specialized radio utilizing multiple channels and frequencies in a 911 center. The incumbent requires fast, efficient, and accurate receiving, dispatching, and processing of calls and messages from and to appropriate vehicles and personnel. Employees work with considerable independence, subject to instructions or orders to meet special operating circumstances or emergencies. The incumbent will effectively and efficiently communicate between campus law enforcement headquarters, campus police officers in the field, parking officers, student assistants, other university departments and personnel, and outside agencies. These interactions require tact, discretion, and confidentiality. Work is performed in a communications center without windows. Incumbent often works fast-paced in a harried work atmosphere, sometimes confronted by disturbing or stressful call situations. Work is essentially sedentary with occasional walking, bending, lifting of objects up to pounds, or minimal physical activities. Work requires the ability to sit for extended periods of time, operate multiple personal computers and transmitters/receivers, and perceive and/or discriminate colors and sounds from multiple directions, depth, and texture. Work requires continuous repetitive arm/hand movement.

Duties / Responsibilities:

• Perform a wide variety of essential duties involving independent judgment and action within an assigned controlled access environment and requiring in-depth knowledge of an organization-wide function or program while maintaining and adhering to confidentiality; assist in assuring smooth and efficient office operations in a complex environment. • Receives 911 calls on computerized telephone, cell phone, radio, and other communicating systems; and refers routine calls to proper sources or responds according to departmental procedures.
• Dispatches emergency personnel according to procedures and in accordance with the nature and location of the emergency; makes radio and telephone calls to agencies, and other concerned parties in the event of a major accident.
• Operates a variety of communications equipment, such as telephone, two-way radio, and computer aided dispatch system.
• Provide skilled emergency work that involves receiving 911 call and non-emergency requests for police assistance, determining the nature and urgency of the calls, initiating police or other emergency personnel action, and maintaining close contact with field units to monitor response and needed support requirements. Forwards complaints as appropriate. Answers inquiries regarding the District and surrounding areas, services available, and related District procedures.
• Work patiently with individuals who exhibit emotional stress or other demanding situations determining proper course of action.
• Respond to informational requests from personnel; utilize an assigned computer system to input data and extract information related to incidents and reports; research tickets for identification of vehicle ownership, and input ticket, appeal and hearing information into an assigned database; establish and maintain automated records as directed.
• Checks for outstanding warrants or prior offenses on suspects.
• Accesses information on stolen property, vehicle registration, and other information from statewide computer networks.
• Monitors alarm panel for fire, panic, and trouble alarms and dispatches appropriate responders.
• Uses security cameras to monitor areas of campus for potential criminal activity.
• Monitors multiple radio frequencies simultaneously
• Requires regular and prompt attendance plus the ability to work well with others and work well as a team.
• Communicate with campus administrators, local police, fire, animal control and medical emergency units to exchange information, coordinate activities and resolve issues or concerns.
• Confer with outside fire, police and medical agencies to request and provide assistance and information as needed.
• Maintain accurate and complete records of all incoming calls concerning daily activities, services dispatched and related information; maintain records related to dispatch activities, incidents and assigned duties in accordance with the Jeanne Clery Act.
• Available to work overtime for extended periods of time, including shifts beyond 24 straight hours during emergencies.
• Answer emergency and non-emergency calls for service, gather accurate information needed to assist callers and simultaneously enter this information into computer systems.
• Calm, question, and provide instructions to callers using dispatch protocol systems; provide emergency assistance to callers until responders arrive when needed.
• Accurately relay all appropriate and necessary information to responders.
Continually update information as it is received, through documentation and verbal communication with responders, to include follow-up and updated statuses of calls.
• Monitor multiple radio channels, handle multiple radio traffic, process multiple calls; process calls and radio simultaneously as volume requires; prioritize multiple calls for service.
• Operate various communications equipment including computer-assisted dispatch terminal, and other reporting software accurately enters and retrieves data.
• Monitors and operates TDD/TTY to communicate with hearing-impaired callers.
• Notify additional personnel and/or support agencies as directed by field personnel, departmental policies, supervisor, or anticipation of needs.
• Track availability and status changes of all field units, including accurate tracking in computer systems; maintain a log of radio traffic on events, noting abnormal occurrences, documenting and responding to additional requests.
• Assist outside agencies when needed, ensuring a high level of service to ALL callers.
• Maintain a positive customer service attitude at all times with the public, user agency members, co-workers, and supervisors;
• Remain calm, show empathy, convey reassurance, and exhibit a demeanor that instills confidence the caller will receive a proper response to their needs;
• Contact maintenance personnel for after-hours maintenance emergencies.
• May be required to be on-call, remain on duty after shift end and respond to emergency situations at any time.
• Must be reliable and dependable, reporting for work on a consistent and punctual basis.
• Maintain certification requirements, actively self-study during downtime, and complete department-mandated training and/or administrative duties.
• Remain current on all UAHPD information including policy changes or updates, and information disseminated from superiors; ensure that actions follow the most up-to-date direction.
• Perform emergency or disaster-related duties as assigned.
• Monitor CCTV views during entire shift.
• Participate in self study continuing education.
• Monitor own certifications to ensure a lapse in qualifications do not occur.
• Enter own continuing education credits into APCO and other training databases to comply with certification requirements.
• Immediately notify direct supervisor of any malfunctioning equipment within the Communications Center or those that are utilized by Communications staff.
• Promptly perform other duties as assigned.

• High school education or GED is required.
• Ability to pass all portions of the CritiCall Pre-employment Assessment prior to panel interview.
• Ability to successfully pass agency new hire training program within time allotment as specified in agency division policy.
• Ability to accurately type no less than 35 words per minute.
• Ability to differentiate between colors and read words of various sized and at various distances.
• Sufficient training and years of experience to demonstrate the knowledge and abilities listed above.
• Must have excellent verbal communication skills and have the ability to multi-task including accurately typing a set number of words per minute on a computer keyboard with 90% accuracy.
• Must be able to operate effectively and efficiently during highly stressful conditions and situations for sometimes long durations.
• Qualified candidates will undergo an extensive criminal and civil background investigation, medical evaluation to include a vision and hearing exam, mental exam, and drug screening.
• Must possess a valid ID.
• Ability to think and act quickly, calmly, and accurately in emergency situations and under stress.
• Must be able to efficiently perform all call-taker and dispatcher duties.
• Some knowledge of the operation of telephone, radio, computer-assisted dispatch, and other communications equipment.
• Ability to learn the use of a multi-functional dispatch console with an integrated assortment of communications equipment including a digital playback unit, integrated multi-functional radio/telephone system, and the Computer-Aided Dispatch system (CAD).
• Ability to effectively communicate with and elicit information from upset and irate citizens.
• Ability to understand callers and to differentiate and note background noises.
• Ability to speak and comprehend the police phonetic alphabet and ten codes.
• Ability to learn applicable FCC rules and regulations.
• Ability to spell accurately.
• Ability to receive and process, from multiple sources, information requiring public safety services including other telecommunicators, field units, or electronic devices.
• Ability to transmit emergency and administrative messages over communications systems.
• Receive and process non-verbal alarms, beeps, and other audible indicators from various equipment.
• Ability to monitor the teletype system.
• Ability to constantly monitor security, fire, medical, and emergency management alarms and warning systems.
• Ability to transmit emergency and administrative messages over communications systems.
• Work shift work encompassing a 24-hour day, seven-day week; inclusive of odd hours, days, evenings, nights, weekends, and holidays. Ability to work days, nights, weekends, holidays, and any shift assigned with little to no advance notice. Must have reliable transportation.
• Ability to work hours in excess of 16 hours straight during staffing shortages and emergencies.
• Must be able to read, understand, and retain policies and procedures.
• Must be able to pass new hire training program and requirements.
• Requires the physical ability to sit in confined seating for extended periods of time, and operate a multiscreen computer system while monitoring CCTV, alarm panels, and other public safety systems.
• Ability to read, understand, and become fluent in agency policies and procedures.
• Ability to maintain a high level of confidentiality.
• Ability to follow chain of command.
• U.S. Citizenship is required.
• Once certified, employee must maintain APCO Public Safety Telecommunicator certification at all times as a condition of continued employment.
• Ability to remain awake and alert at all times.

• Associate degree from a college or university accredited by a regional accrediting agency recognized by the U.S. Department of Education in a computer-related field.
• Public safety computer-aided dispatch experience is desired.
• Current APCO Public Safety Telecommunicator Certification is highly desirable.
• 2 or more years of work experience in a university setting as a 911 call taker or dispatcher is highly desirable.
• Current NCIC certification is highly desirable.

$33,000 - $35,379