Department/Division:
Waukegan Police Department
Reports to:
Telecommunications Supervisor
Supervises:
N/A
FLSA Classification:
Non-exempt
Employee Group:
SEIU
Normal Working Hours:
12 Hour Shifts (Day & Night) Available
Minimum Education:
- High School diploma or equivalent
Minimum Experience:
Minimum Certifications: (to be obtained within a designated period by the City of Waukegan)
Other Requirements:
- Must pass a background check, criminal history investigation, pre-employment physical, drug test, hearing test, and psychological testing
- 40wpm+ typing skill
- Bilingual in Spanish is preferred
JOB SUMMARY:
This position is responsible for receiving and responding to emergency and non-emergency calls for service within the appropriate jurisdiction. This position involves gathering critical information, dispatching appropriate units, and maintaining communication with first responders to ensure the safety and efficiency of operations. The role requires effective communication skills, attention to detail, and the ability to remain calm under pressure while prioritizing calls and managing data entry into dispatch systems.
Training will be provided to develop knowledge of procedures, codes, and systems necessary for effective performance. Proficiency in City geography, verbal communication skills, weekly exams, and daily evaluations required. Training is a minimum of one (1) year in-house to include:
- CPR certification
- EMD certification
- LEADS Certification
ESSENTIAL FUNCTIONS:
The following duties are essential for this position. However, they are not to be construed as exclusive or all–inclusive. To be successful in this position, an individual must be able to perform each duty satisfactorily. Other duties may also be required or assigned.
- Answers emergency and non-emergency calls for service received via phone, text, TTY, or radio channels from other agencies, ensuring prompt and accurate response.
- Gathers critical information through effective questioning, verbal cues, background noise, and other inputs to provide fire, ambulance, and police responders with real-time updates on evolving situations.
- Dispatches calls to officers in the field, prioritizing incidents appropriately, managing sensitive information, and maintaining situational awareness to ensure responder safety.
- Utilizes knowledge of 10-codes, law enforcement terminology, and first responder verbiage to facilitate clear and accurate communication.
- Deploys the appropriate units to ensure the quickest and safest response to emergencies, maintains contact with field officers, conducts regular safety checks, and records field-initiated calls via radio.
- Communicates and relays vital information in life-and-death situations, such as active shooter events, officer-down incidents, assaults, stabbings, shootings, and other high-stress scenarios, with composure and urgency.
- Accurately enters gathered information into the Computer Aided Dispatch (CAD) system for proper record-keeping and operational tracking.
- Monitors all radio frequencies; I.S.P.E.R.N.; Public Works; Fire Ground; WPD Alternate, and other City of Waukegan radio channels.
- Make proper notifications, via the Chain of Command, on unusual or major police and fire matters as indicated in applicable Department policy.
- Ensure compliance of the Federal Communications Commission rules and regulations.
- Manages data and records using various systems, including LEADS and other communication tools, ensuring data accuracy and security.
- Processes entries into NCIC, including wanted/missing persons, stolen items, seized vehicles, and tags, while performing warrant checks and relaying license and tag readbacks as needed.
- Handles and dispatches all animal control calls, coordinating responses efficiently.
- Coordinates with Public Works and Public Utilities to manage after-hours emergencies and ensure proper resolution.
- Ensures tornado sirens are sounded.
- Prioritizes calls based on severity, distinguishing between life-and-death situations and non-emergency incidents to allocate resources effectively.
- Trains assigned trainees while also keeping up with the workload in the telecommunications room; completes a daily observation report on trainees based on their overall progress.
- Ensures all certifications are current.
- Engages with the public frequently, demonstrating firmness and decisiveness to gather information, effective communication skills for clarity, speed and accuracy in data entry, and the ability to remain calm and focused in high-stress situations.
- Performs other duties as assigned.
REQUIRED COMPETENCIES:
- Ability to communicate clearly and concisely in high-pressure situations via phone, radio, and written records.
- Strong multitasking skills to manage multiple calls, dispatch resources, and enter data simultaneously.
- Proficient in using Computer Aided Dispatch (CAD) systems, GPS, GIS, and other mapping tools to ensure accurate resource allocation.
- Capacity to remain calm and focused under stress while gathering critical information and providing instructions during emergencies.
- Skilled in prioritizing and distinguishing between emergency and non-emergency situations to allocate resources effectively.
- Strong analytical and problem-solving abilities to assess situations, make judgments, and provide sound resolutions.
- Familiarity with local, state, and federal regulations related to dispatching, confidentiality, and law enforcement procedures.
- Effective collaboration with law enforcement, firefighters, paramedics, and other professionals to ensure seamless communication and operational efficiency.
- Ability to manage and maintain accurate records and data while adhering to confidentiality protocols.
- Emotional resilience and professionalism when interacting with hostile, aggressive, or distressed individuals.
- Excellent active listening skills to detect subtle verbal cues, background noises, and signs of distress from callers.
- Proficiency in handling multi-line phone systems and emergency alert systems for efficient call management.
- Strong organizational skills to maintain accurate records, track ongoing incidents, and update databases promptly.
- Knowledge of paging systems and resources for fire, EMS, and other emergency services.
- Familiarity with local geography, jurisdictional boundaries, landmarks, and public buildings to guide responders effectively.
- Capacity to provide pre-arrival instructions for medical emergencies, including potentially life-saving guidance.
- Commitment to ongoing training and certification, including CPR, EMD, and LEADS, to ensure compliance with departmental standards.
- Ability to respond to critical situations like active shooter events, officer-down incidents, and natural disasters with composure and urgency.
- Technical proficiency in operating and troubleshooting dispatch systems, software applications, and radio equipment.
- Flexibility to work long hours, rotating shifts, and respond during emergencies or on an overtime basis when needed.
PHYSICAL AND WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- This work requires the occasional exertion (lift) of up to 25 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching, or crawling and reaching with hands and arms.
- Work has standard vision requirements with extended focus on telecommunications systems, requiring reading information being shared or entered.
- Vocal communication is required for expressing or exchanging ideas by means of the spoken word.
- Hearing is required to perceive information at normal spoken word levels; a headset is placed on one ear for incoming calls while the other ear listens for cues within the center's environment and shared dispatching.
- Must be able to hear through one ear in a headset and the other ear at the same time for cues within the center and shared dispatching.
- Able to view all systems and read the information being shared or entered.
- Work requires preparing and analyzing written or computer data and observing general surroundings and activities.
- Work has limited exposure to environmental conditions.
- Work is in a moderately noisy office setting (e.g., business office, light traffic).
- May occasionally ride in a squad car with a sworn law enforcement Officer.
- May require communicating with persons who are hostile, aggressive, abusive, or violent, posing threatening conditions.
HOW TO APPLY:
If interested in this position, please submit your resume and cover letter to:
jobs@waukeganil.gov
Please indicate Telecommunicator in the subject line.
The City of Waukegan is an Equal Employment Opportunity Employer.
In compliance with state and federal law, the City of Waukegan will provide reasonable accommodations to individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees needing reasonable accommodation should discuss the request with the employee's supervisor or Human Resources.
