911 Telecommunicator, Hot Springs Village

911 Telecommunicator
The 911 Telecommunicator is responsible for receiving, processing, and prioritizing emergency and non-emergency calls for service and dispatching appropriate public safety resources.
This position supports law enforcement and fire operations by maintaining accurate communication, coordinating field response, and ensuring officer and public safety through effective information management.
The Telecommunicator operates within a 24-hour communications center and must perform in high-stress, fast-paced environments requiring critical thinking, multitasking, and sound decision-making.
Essential Duties and Responsibilities
The following duties are representative of the position and are not intended to be all-inclusive:
Receive and process incoming 911 and non-emergency calls for Police and Fire services.
Medical calls are received and transferred to the appropriate EMS provider.
Determine call priority and appropriate response based on information obtained from callers.
Maintain control of the call to gather accurate, relevant, and actionable information.
Accurately document all calls for service in the Computer Aided Dispatch (CAD) system (Motorola Flex), ensuring entries are concise, timely, and support responder safety and situational awareness.
Dispatch police and fire personnel via radio in a clear, calm, and professional manner.
Monitor and manage multiple radio channels while maintaining control of radio traffic.
Coordinate field unit activity, track unit status, and provide updates or critical information as it becomes available.
Prioritize officer safety and public safety in all communications, ensuring timely dissemination of critical information.
Communicate and coordinate with local, state, and federal agencies via radio, telephone, and ACIC/NCIC systems.
Perform inquiries and entries into ACIC/NCIC and other law enforcement databases for warrants, criminal history, missing persons, and stolen property in compliance with CJIS and state regulations.
Maintain confidentiality and security of all criminal justice and sensitive information.
Provide support during critical incidents, including but not limited to structure fires, severe weather events, and large-scale emergencies.
Successfully complete all required training, including field training, classroom instruction, and certification programs, prior to operating independently.
Perform other duties as assigned.
Minimum Qualifications
High school diploma or equivalent required
Must be able to pass a comprehensive background investigation and criminal history check
Ability to obtain and maintain required certifications within 1 year of employment:
ACIC/NCIC certification
Basic Telecommunicator Certification
FEMA IS-100, 200, 700, 800
In-house New Hire Orientation
Minimum typing speed of 35 words per minute
Basic computer proficiency and ability to learn multiple software systems
Knowledge, Skills, and Abilities
Ability to remain calm, think clearly, and act decisively in high-stress and emergency situations
Strong verbal communication skills with the ability to speak clearly and effectively
Excellent listening skills and the ability to extract critical information from callers
Ability to multitask, prioritize competing demands, and manage multiple incidents simultaneously
Ability to translate incomplete, emotional, or disorganized information into clear and actionable communication
Working knowledge (or ability to learn) radio procedures, dispatch protocols, and public safety operations
Strong attention to detail and commitment to accuracy in documentation and data entry
Work Environment and Conditions
This position operates in a 24/7 emergency communications center
Telecommunicators work 12-hour shifts on a rotating ******* schedule
Requires shift work, including nights, weekends, and holidays
May require overtime, call-back, or extended hours during critical incidents or staffing shortages
Work is performed in a fast-paced, high-stress environment with frequent interruptions
Physical and Mental Demands
Ability to sit for extended periods of time
Ability to hear and understand speech over telephone and radio equipment
Ability to speak clearly and effectively for extended periods
Ability to read and interpret information from computer screens and written documents
Ability to process information quickly and make decisions under pressure
Ability to manage exposure to traumatic or high-stress situations
Disclaimer
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.
Duties and responsibilities may be modified as needed by the department.