Summary of Duties: The fundamental reason this classification exists is to operate computer-aided dispatching (CAD) equipment to quickly and accurately receive and transmit information of an emergency nature for The Woodlands Fire Department. Work involves evaluating incoming calls to determine the appropriate level of Fire/EMS assistance required, dispatching units, and relaying information and messages upon request and/or according to established procedures. Employees are expected to demonstrate extensive communication skills and to exercise considerable judgment under pressure. Work is performed under the general direction of a Fire Communications Supervisor. Shift work is required. Shift schedule change under review for 2025 - work 24 hours and be off for 72 hours. Will stay onsite overnight.

Essential Employee Responsibilities: During emergency conditions, subject to being called to work in the event of a disaster, such as a hurricane, or other emergency and are expected to perform emergency service duties, as assigned.

Essential Duties And Responsibilities

Operate a CAD console consisting of a multi-line telephone system, IP dispatch radio console and ancillary equipment and software.
Answer and process calls via 911 and 10 digit lines to provide immediate first response to notifications of emergencies requiring the need for fire or medical units.
Evaluate incoming calls to determine the nature and urgency of the calls utilizing standardized emergency medical and emergency fire dispatch protocols.
Assign initial fire and medical units and re-evaluating/reconfiguring response when appropriate.
Monitor location and status of fire and medical units for 14 agencies including during periods of high call volume.
Coordinate communications with responding units and other agencies via radio or electronic methods in a fast paced environment.
Provide emergency medical pre arrival instructions as needed to first or second-party callers including call taker assisted CPR and emergency obstetric calls.
Contact outside agencies and other departments to coordinate aid (i.e. contacts utility companies to inform that wires are down or to arrange for electrical shutoffs, contact the water services department to arrange for water turn-off, contact law enforcement for police assistance).
Answer routine questions or refers calls to appropriate agencies on non Fire/EMS inquiries.
Consult supervisor on non-routine matters.
Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
Some positions will require the performance of other essential and marginal functions depending upon work location, assignment, or shift.
Perform other duties as assigned.

Supervisory Responsibilities: Job has no responsibility for the supervision of others but may require providing direction to junior staff.

Safety-Sensitive: This position is a safety sensitive position and is subject to random drug testing.

Minimum Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge Of

Emergency medical procedures including healthcare provider CPR.
Emergency fire procedures
General understanding of communications equipment such as radio systems, computer aided dispatch and call processing equipment. The ability to read maps and locate emergency calls using approved interrogation techniques and/or technology-based location determination applications.

Ability To

Communicate verbally in the English language with the public or coworkers in face to face one on one settings, telephone, text (SMS), video, over radio systems, TTY/TDD, and real time text (RTT) often when the other party is injured, ill or in a life-threatening situation.
Remain calm and effective under heavy workloads and in emergency situations.
Exercise good judgment in emergency situations.
Determine priorities of emergencies.
Obtain and act on information quickly and accurately in emergency situations.
Work evenings, nights, weekends, and holidays to maintain 24 hour coverage of the emergency communication center.
Understand and follow verbal and written instructions in the English language.
Work cooperatively with other employees, other agencies, and the public.
Comprehend and make inferences from written materials such as operations manuals.
Learn job-related material through oral instruction and observation and through structured lecture and reading to effectively perform job duties. This learning takes place in an on the job training setting and in a classroom setting.
Enter data or information on multiple devices to update information in a CAD system and other data portals.
Learn street locations, station locations, and geography of the areas served including areas outside of normal jurisdictions.
Read and understand maps and give directions.
Learn Fire Department organization, policies, and operating procedures.
Work safely without presenting a direct threat to self or others.

Education: High school diploma or General Education Degree (GED).

Experience: Under and including one year of customer service experience. Over one year up to and including three years in public safety telecommunications, dispatching or related field operations. Knowledge of GPS and GIS systems preferred.

Licenses And Certifications

Must obtain and maintain IAED Emergency Medical (EMD) and Emergency Fire Certification (EFD).
Must be able to successfully complete the Fire Communication Operator courses.
Must possess or obtain within the first ninety (90) days of employment a Texas driver's license and meet the driver safety policy requirements.

Computer Skills

Type by touch (minimum 45 wpm).
Must possess significant multi-tasking skills including entering data into multiple applications while communicating with callers reporting emergencies and/or field responders enroute to or on-scene of emergency incidents.

The Woodlands Township is an Equal Opportunity Employer and values diversity at all levels of its workforce.

The Woodlands Township

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