911 Public Safety Dispatcher

Position Summary

Welcome to the City of Lewisville’s 911 Dispatcher selection process! We are excited about your interest in joining our team and look forward to learning more about you and the experience you can bring to our community.

Below, you will find an overview of the steps in our selection process. Because this process includes several steps, it may take some time to complete. We appreciate your patience and cooperation throughout the process.

Selection Process Steps:

1. Submit online application

2. If selected, schedule CritiCall exam

3. Complete a Personal History Statement (PHS) 

4. You will receive a Polygraph Statement 

5. Background Investigation - an investigator will be assigned to do a background check on all your information

6. Polygraph Test 

7. Chief's Interview

8. Physical examination

9. Psychological examination
   
   

Operates radio, telephone, and related communications equipment to receive and relay information; prioritizes and assigns appropriate resources for emergency and non-emergency service calls for assigned areas of responsibility; maintains logs and records of all activities as required; provides support information to first responders, the public, and other public safety agencies as required. Work is performed under close supervision, with guidance provided on complex situations. 

Essential Functions

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Employees progress to the full-performance level within the dispatcher classification, supported by specialized training, skill development, and demonstrated performance excellence. 
• Work under immediate supervision while learning assigned job tasks within the scope of established policies, procedures, and pertinent regulations. 
• Receive technical and/or functional supervision from higher levels.
• Answer and prioritize emergency (9-1-1) and non-emergency calls for service; determine the nature and urgency of requests; dispatch appropriate resources; and provide pre-arrival medical instructions when required; and may provide medical instructions prior to EMS arriving as needed.
• Operate Computer-Aided Dispatch (CAD) and automated data systems to retrieve and enter information from local, state, and federal databases (TCIC/NCIC).
• Maintain real-time awareness of unit status, locations, and building security systems; ensure readiness for additional calls.
• Request additional resources and mutual aid from other agencies or jurisdictions when necessary.
• Maintain and update records, including street indexes, repossession logs, and emergency resource files.
• Enter and clear records in databases for protection orders, warrants, missing persons, stolen vehicles, and other property.
• Prepare and maintain accurate logs, reports, and documentation in compliance with department and legal requirements.
• Perform related duties as assigned by leadership.

Position Qualifications

Education: High School Diploma or GED required.

Experience: Communication skills and working on a diverse team. Prior experience in public safety communications, dispatch, or law enforcement support or a call-center environment; Bilingual skills (Spanish preferred); Familiarity with Computer-Aided-Dispatch Systems and radio systems preferred.

Licenses and Certifications: Texas Commission on Law Enforcement (TCOLE) Telecommunicator License within one year from hire date. TCIC/NCIC Full Access Certification within six months from hire date. Emergency Medical Dispatch (EMD) Certification and CPR within six months of hire date. Other licenses and certifications as required by Local, State, and Federal entities.

Conditions of Employment: Must submit to and pass a skills assessment examination. Preference may be given to candidates who have previously passed a skills assessment; successfully passing typing test, 45+ WPM; must submit to and pass a pre-employment drug test; must be at least 18 years of age; must be a US Citizen as required by TCOLE; must pass background checks including Fingerprinting check, polygraph and psychological exam.

Other Requirements: Flexibility to work a variety of schedules including 8, 10, or 12 hours shifts, including nights, weekends, holidays, and during severe weather or emergency activations. This position is essential to emergency operations and may require the employee to work their regular schedule or additional hours during critical incidents, extended emergency responses, or recovery efforts. Assignments may be directed by the employee’s supervisor, Department Head or designee, or the City Manager or designee.

As the 9-1-1 industry evolves through advancements in technology, changes in regulations, and emerging best practices, management may update job responsibilities and required skills to ensure continued operational excellence and public safety. 

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

Knowledge of: Policies and procedures as outlined by the City; principles of first aid; standard modern office equipment; two-way radios; and multitasking techniques.

Skilled in: Learning and complying with standard operating procedures, and departmental policies and procedures; communicating effectively with a wide variety of people under stressful conditions; reacting quickly, calmly, and with good judgment in emergency situations; speaking clearly; understanding telephone transmissions; coordinating a number of activities at the same time under intense stress; hearing and comprehending simultaneous Radio voice transmissions; using a personal computer including Microsoft Office, or similar word processing programs, e-mail, and the internet; accepting responsibility for his/her actions; performing work accurately and thoroughly; following instructions, safety practices, and standard operating procedures in performing assigned tasks; communicating effectively, clearly, and concisely both orally and in writing; being punctual and attending work regularly; and working effectively with people regardless of their race, sex, color, religion, national origin, age, disability, gender identity or expression, sexual orientation, veteran' s status, genetics, or job type.

• Multi-Tasking Excellence – Ability to manage multiple priorities under pressure.
• Critical Thinking – Quickly assess situations and make sound decisions.
• Emotional Resilience – Maintain professionalism in high-stress, emotionally charged situations.
• Attention to Detail – Accurate data entry and clear documentation.
• Team-Oriented – Works well in a collaborative, shift-based environment.

Physical Demands and Working Conditions: This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment; vision to read printed materials and a computer screen. Operates in a secure, 24/7 Emergency Communications Center. Seated, computer-based work for extended periods with frequent headset use. Exposure to intense emotional situations and sensitive information. Hearing and speech abilities to communicate effectively in person, by telephone, and via radio. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 10 pounds. 

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. The employees may be required to sit at times in excess of eight (8) hours without scheduled breaks. Tasks are commonly performed under conditions that may contribute to emotional stress. Extensive use of headset equipment is required. Employees may interact with upset staff and/or the public while receiving and delivering information and instruction. 

The City of Lewisville has reviewed this job description to ensure that essential functions and basic duties have been included. The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all functions, responsibilities, skills, and abilities, which may be required. Additional functions and requirements may be assigned by supervisors as deemed appropriate. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation.

Levels of positions within a class series are distinguished by the level of responsibility assumed, the complexity of duties assigned, the independence of action taken, the nature of the public contact made, and the impact and span of tasks performed.

This job description is not an employment agreement or contract.  The City of Lewisville has the exclusive right to alter this job description at any time without notice.

Work Hours

Varied shifts, 24 hours per day, 365 days per year.