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
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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.
