911 Emergency Telecommunicator

The City of Cullman will provide equal employment and advancement opportunities to all individuals. Employment decisions for the City of Cullman will be based on merit, qualifications, and abilities. Equal opportunities are provided regardless of race, color, religion, sex, national origin, age, disability, or other characteristics protected by law. The City of Cullman will provide reasonable accommodation for qualified individuals with known disabilities.

Reports to: Shift Supervisor

Compensation: Full-Time / Hourly

Description:   
Telecommunicators are responsible for receiving and processing incoming emergency and non-emergency calls for police, fire, and medical services. Working under the direction of a Shift Supervisor or Shift Lead, telecommunicators serve as the critical first point of contact for the public during incidents, ensuring that calls are handled efficiently, accurately, and with professionalism. 
Telecommunicators assess caller needs, gather essential information, and determine the appropriate response based on established protocols. They prioritize calls, dispatch the appropriate emergency personnel, and maintain communication with responders to provide updates and relay critical details. This role requires the ability to remain calm under pressure while managing high call volumes and potentially life-threatening situations. Employees work under general supervision with considerable independence, subject to special instructions or orders to meet special operating circumstances or emergencies. 

 

Statements included in this description are intended to reflect in general the duties and responsibilities of this classification and are not to be interpreted as being all inclusive. The employee may be assigned other duties that are not specifically included. 

• Must report to Shift Supervisor/Shift Lead for assigned duties and instructions. 
• Responsible for conducting daily checks to ensure functionality of all communications, computers, and 911 equipment. 
• Responsible for answering emergency and non-emergency calls from the public and professionally interrogates callers following specific call-taking protocols to obtain all necessary information and processing the call. 
• Responsible for dispatching police and fire units to calls for service.  
• As directed, notifies designated on-call technicians regarding any equipment failure and notifies the supervisor as soon as practical. 
• Monitors multiple radio frequencies simultaneously. 
• Conducts inquiries regarding warrants, tags, and licenses upon request by a police officer. 
• Contacts outside agencies or city departments as needed. 
• Appropriately performs all phases of call taking and dispatching responsibilities. 
• Notifies Supervisor/Administration of any major event, alerts in the manner established by police and departmental procedure. 
• Ensures continuous contact with assigned police units to monitor their location; ensures units are not out of contact for extended periods of time; dispatches assistance when needed. 
• Ensures all 911 calls taken are received and appropriately handled. 
• Ensures all assigned automated and phone-in burglary, hold up, fire, and medical alarms are received and appropriately handled. 
• As directed, conducts criminal history inquiries for:
  1. Cullman Municipal Court
  2. Cullman Housing Authority
  3. District Attorney
  4. Employment
  5. Warrant Entry
• Maintains appropriate records of criminal history checks conducted
• Enters warrants properly in ACJIC/NCIC and Spillman; monitors the Warrant Portal multiple times daily for new warrants to be entered. 
• Enters records (guns, articles, vehicles, etc.) into ACJIC/NCIC or Spillman and files them appropriately. Locates and recalls records as requested. 
• Prepares written documentation of incidents, calls, or other activities when requested. 
• Attends training as required by the department; maintains familiarity with various screens, queries, reports and statistics as required; develops keyboarding skills to enhance data entry skills. 
• Performs all other duties as required.

Education: Graduation from a standard senior high school or a GED is required.

Other requirements: 

• Must possess and maintain a valid Alabama driver’s license 
• Must be at least 18 years of age
• Position is subject to random drug testing
• 
  

Certifications to be obtained and maintained during employment:

• Possess and maintain National Crime Information Center (NCIC) Certification. (required in the first six months of employment)
• Possess and maintain Priority Dispatch Certifications (EMD, EFD, EPD)
• Possess and maintain Alabama Public Safety Telecommunicator State Certification. (required within the first six months of employment)

• Ability to communicate effectively with co-workers, supervisors, and the general public. 
• Ability to remain calm and react quickly and accurately while handling emergencies. 
• Ability to handle multiple tasks simultaneously. 
• Typing skills of at least 35 WPM (words per minute) with accuracy. Writing skills to clearly and neatly complete routine forms, records, and reports. 
• Reading skills to understand operator manuals, fire/rescue and law enforcement directives, procedures, call notes, and instructions. 
• Ability to analyze situations and make quick, effective and reasonable decisions under stressful conditions. 
• Ability to listen and fully understand what a caller is saying as well as differentiate and note background noises (gunshots, yelling, etc.)
• Ability to work independently without direct supervision. 
• Skills to operate radio equipment and computer terminals. 
• Knowledge of 10-codes and phonetic alphabet. 
• Knowledge of Cullman City, landmarks, and street system. 
• Most possess good listening skills. 
• Basic knowledge of other county and city departments functions and responsibilities. 
• Knowledge of disaster and emergency procedures. 
• Knowledge and ability to operate Windows based computer workstations and appropriate software applications to input data and retrieve reports from database for printing. 
• Completion of certification courses to include but not limited to: 
  1. International Academies of Emergency Dispatch (IAED)--Emergency Police Dispatch (EPD), Emergency Fire Dispatch (EFD), and Emergency Medical Dispatch (EMD). 
  2. National Crime Information Center (NCIC)
  3. NENA Telecommunicator Core Competencies (TCC), or the 40 hour state required equivalent. 
  4. FEMA ICS-100, 200, 700, 800. 
• Ability to work any shift, overtime, holidays, weekends, and during emergency/weather situations. 
• Ability to travel within or outside of the state to attend training classes and other professional events. 
• Ability to take and pass a drug screen when requested. 
• Must have a working knowledge of the computer-aided dispatch (CAD) software
• Must be able to type accurately to ensure proper and accurate information is being placed into the CAD system. 
• Must demonstrate the ability to effectively work with other personnel, including supervisors, administration, and personnel from other departments. 
• Must be able to sit for extended periods of time as required. 
• Requires regular and prompt attendance plus the ability to work well with others and work as a team
• Ability to work in a fast-paced, harried atmosphere, confronted by disturbing or stressful call situations
• Ability to effectively and calmly communicate with and elicit information from upset and irate citizens
• Ability to think and act quickly, calmly, and accurately in an emergency and under stress