Telecommunicator

About This Role

This full-time, non-exempt position involves technical and communications work in receiving and processing emergency and non-emergency calls for the City of Miami Gardens Police Department. The role dispatches appropriate personnel and resources for police and emergency response services, operating a Computer Aided Dispatch (CAD) system, multi-line telephone systems, radio communications systems, recording equipment, and related public safety technology systems. Public Safety Telecommunicators serve as the first point of contact during emergency situations and play a critical role in supporting public safety operations, officer safety, and emergency response coordination.

Responsibilities

• Receive and process emergency and non-emergency calls for police services and obtain accurate, essential information to determine the appropriate response
• Dispatch police personnel and equipment using radio systems, telephones, Computer Aided Dispatch (CAD) systems, and related communications technology
• Monitor multiple radio frequencies, communication channels, alarms, and emergency systems simultaneously while maintaining situational awareness during routine and critical incidents
• Enter, update, and retrieve information from CAD, FCIC/NCIC, CJIS, and other law enforcement communication systems
• Maintain accurate logs, records, incident information, and documentation related to calls for service and communications activity
• Provide information and referral assistance to the public regarding police procedures, services, and other governmental resources
• Operate, monitor, and participate in the testing and troubleshooting of communications equipment and related systems
• Respond calmly, professionally, and effectively during stressful, high-volume, and emergency situations
• Exercise sound judgment and prioritize emergency and non-emergency calls based on established procedures and operational needs
• Assist in training and mentoring newly assigned telecommunicators and trainees as assigned
• Attend required training programs, drills, certifications, and continuing education courses
• Perform other related duties as assigned

Requirements

• Knowledge of public safety telecommunications procedures, practices, and radio communications operations
• Knowledge of FCIC/NCIC systems, CAD systems, and modern communications technology
• Knowledge of computers, Microsoft Office applications, and data entry procedures
• Ability to communicate clearly, calmly, and effectively, both orally and in writing, during routine and emergency situations
• Ability to analyze information quickly, evaluate situations, and make sound decisions under pressure
• Ability to manage multiple incidents simultaneously while maintaining accuracy and attention to detail
• Ability to remain composed and maintain professionalism during stressful and emotionally charged situations
• Ability to establish and maintain effective working relationships with employees, law enforcement personnel, outside agencies, and the public
• Ability to understand and follow oral and written instructions
• Ability to work rotating shifts, including nights, weekends, holidays, overtime assignments, and emergency activations
• Ability to type accurately and efficiently while handling active communications traffic
• High school diploma or equivalent
• Must possess and maintain State of Florida 911 Public Safety Telecommunicator (PST) Certification
• Must successfully complete all required pre-employment assessments, including CritiCall testing and other communications aptitude evaluations as established by the Department
• Must successfully complete all required Departmental training programs, including National Incident Management System (NIMS) training
• Must obtain and maintain FCIC/NCIC certification within timeframes established by the Department
• Must possess and maintain a valid Florida driver’s license and satisfactory driving history throughout employment
• Employees are subject to rotating shifts and may be required to work extended hours during hurricanes, natural disasters, emergency activations, staffing shortages, or other critical incidents
• Must be able to work all shifts, including nights, weekends, and holidays

Nice to have:

• Prior customer service, clerical, call center, dispatching, or public safety experience
• Ability to type a minimum of 30–35 words per minute

Benefits

• $5,000 hiring incentive, paid as $2,500 upon hire, $1,000 upon successful completion of six months of employment and satisfactory progress in the Department’s in-house training program, and $1,500 upon successful completion of the one-year probationary period
• Medical Insurance: Aetna EPO Plan (City covers 100% of employee premium and 50% of dependent premiums); Aetna Choice 90% or Aetna Choice 100% Plan (City contributes equivalent of 100% of EPO plan premium for employee and 50% of dependent premiums)
• Medical stipend of $125.00 bi-weekly for employees who decline City health insurance and provide proof of other coverage
• Dental and Vision coverage through Humana (employee-elected at full cost via payroll deductions)
• Basic Life and AD&D: Provided by the City at 1x the employee’s annual salary
• Optional Supplemental Life Insurance (employee-paid via payroll deduction)
• Optional Short-Term Disability (employee-paid via payroll deduction)
• Optional Long-Term Disability (employee-paid via payroll deduction)
• Voluntary Benefits (employee-paid via payroll deductions): Legal Shield, Aflac, Flexible Spending Account (FSA) through TASC, Deferred Compensation through Mission Square and/or Ameritas
• Employee Assistance Program (EAP): Free and confidential support services
• Personal Leave (PTO): Accrual of 176 hours annually, on a pro-rata bi-weekly basis, usable for vacation, illness, or personal needs
• Paid Holidays: 13 paid holidays annually, including one floating holiday
• Florida Retirement System (FRS) participation

Important Details

• Schedule: rotating shifts, including nights, weekends, holidays, overtime assignments, and emergency activations
• Employees receiving the hiring incentive will be required to sign a three-year Training Reimbursement Agreement

Application Process

• Applicants selected for employment must successfully pass an extensive background investigation, fingerprinting, polygraph examination, and applicable CJIS/FCIC security requirements

About the Company

The City of Miami Gardens Police Department is responsible for receiving and processing emergency and non-emergency calls and dispatching appropriate personnel and resources for police and emergency response services.