Communications Specialist (Call Center)

Qualifications

GENERAL SUMMARY:

Under general direction of the Tactical Telecommunicator Supervisor, operates telecommunications equipment to receive and evaluate incoming calls for police, fire and medical assistance. Work is performed in a stressful environment where a variety of calls, frequently emergency in nature, are screened and dispatched within short time frames.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1. Operates and monitors Emergency 911 system, and departmental telephone lines, receives and evaluates incoming emergency and non-emergency requests for police, fire and medical assistance.

2. Evaluates and prioritizes emergency medical calls based on nationally recognized Emergency Medical Dispatch protocol.

3. Assists all callers with requests for information as needed.

4. Maintains notification files and makes requests for services from other Airport Board departments, specialized police/fire units, secondary ambulance services, wrecker service, and others as needed.

5. Operates and monitors a variety of computers, including local, state and national information networks and fire and burglar alarm systems.

6. Performs tests and interface functions on a variety of electronic emergency systems and alarms, including the Emergency 911-computer system, to ensure proper function and back-up capability.

7. Prepares and maintains a variety of manual and electronic logs and files documenting telecommunications activities, ensuring compliance with local, State, and Federal documentation requirements.

8. Ensures all telecommunications activities follow Federal Communications Commission regulations.

9. Performs record checks through federal, state, and local databases; enters, modifies, clears, and cancels wanted persons and stolen property in the NCIC/TCIC database systems.

MINIMUM REQUIREMENTS:

• 
  Completion of high school curriculum or equivalent.
• Ability to pass certification requirements for Texas Crime Information Center /National Crime Information Center (TCIC/NCIC) and Texas Law Enforcement Telecommunications/National Law Enforcement Telecommunications (TLETS/NLETS) within one year from date of hire or date of appointment to the position of Tactical Telecommunicator if not already certified.
• Ability to pass certification requirements for Emergency Medical Dispatch protocols within one year from date of hire or from date of appointment to the position of Tactical Telecommunicator if not already EMD certified through International Academy of Emergency Dispatch.
• Ability to pass CJIS Security Awareness Training within six months of employment.
• Must not have been convicted of a Class "B" misdemeanor within the last ten (10) years or any offense greater than a Class "B".
• Must not have been convicted of any family violence offense.
• Possession of a valid Class C driver's license.
• Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et. Al. and DFW Airport's Airport Security Program within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal.
• This is a designated safety sensitive position as defined in DFW Airport's Drug and Alcohol Administrative Policy and Procedure. Applicants selected for this position will be required to pass a drug screening test prior to employment and to submit to drug screening on a random basis during the length of their employment in the safety sensitive position.
• This is a designated Essential Employee position as defined in DFW Airport's Categories and Classifications Administrative Policy and Procedure. An essential employee is one whose attendance is required to maintain airport operations during an emergency or inclement weather situation.

DESIRABLE:

• Experience in a call center environment.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to gain skills and use miscellaneous software including Microsoft Excel, Word, and other programs to compile and produce routine reports.
• Ability to assimilate to stressful conditions, analyze and coordinate situations and make decisions rapidly based established operating procedures.
• Ability to verbally communicate clearly and effectively using the English language over the telephone to provide routine and non-routine information and instructions and to elicit detailed information from callers in emergency situations.
• Ability to think clearly and concisely, analyze data from a variety of sources, and make rapid decisions and judgments in response to emergency requests for assistance.
• Ability to attend to and process information from several audio and visual sources simultaneously.
• Ability to maintain effective and harmonious internal and external working relationships.
• Ability to work hours as determined by operational need;
• Ability to follow established procedures and telecommunications protocol.
• Ability to understand and follow oral and written instructions.
• Ability to communicate orally and in writing to airport employees, supervisory staff, outside agencies, tenants and guests.
• Ability to work shift hours as assigned which may include nights, weekends, rotating shifts, and holidays.
• Ability to respond to emergency callup and to work adjusted shifts under routine and on-routine events.
• Ability to work in an environment without windows or outside contact.
• Ability to eat on the job without having a scheduled coffee or meal break.