9-1-1 Telecommunicator

Applications accepted from: ALL PERSONS INTERESTED

Job Classification: 9-1-1 Telecommunicator
Section: 9-1-1 Emergency Network
Reporting Location: 5320 N. Shephard Drive

Schedule

Full-time, 40 hours per week on a rotating shift schedule including nights, weekends, and holidays. The department is staffed 24 hours a day, 7 days a week. Shift times include 5:30am – 2:00pm, 1:30pm – 10:00pm, 9:30pm – 6:00am, or as assigned; subject to change.

Successful candidates must be able to work all shifts and have the flexibility to alter schedule based on departmental and operational need. Mandatory overtime will be required during critical incidents or to maintain staffing levels. On-call time is also mandatory.

Must be available to work any shifts for the first two years, or any shift changes that occur. Picking a shift will not be a preference.

About the Role

The Houston Emergency Center assists citizens of Houston with the most efficient, accurate and professional service when processing emergency calls by taking care of each citizen, one call at a time. We are seeking qualified individuals who are interested in a dynamic career and share the same passion and commitment in being the first responder when a citizen calls.

The successful candidate responds to citizens' requests for emergency services by determining the type of problem and transferring the 9-1-1 telephone calls to the appropriate agencies. Emergency Communications work can be difficult but rewarding, allowing you to truly make a difference in the lives of fellow citizens. This position will involve the need for great focus and attentiveness during calls because the cost of mistakes can be life threatening.

For all 911 Telecommunicators, the job requires a combination of public service commitment and strong technical skills that can be learned during an on-the-job training period.

Responsibilities

9-1-1 Telecommunicators help determine the appropriate personnel required at the scene of emergency and nonemergency situations by performing the following duties:

• Answers 9-1-1 emergency telephone calls from citizens or agencies for Police, Fire and Emergency Medical Services in a timely manner.
• Determines the nature and priority of the emergency and assists callers in a professional and efficient manner.
• Multi-tasks between and operates various electronic telephone equipment, i.e., Vesta 9-1-1 and Cisco Telephone Systems.
• Uses equipment to receive and transfer incoming calls, to replay calls for clarification and to process hearing impaired calls using a TDD device.
• Enters essential call and location information into Windows Operating System and various applications of the Vesta 9-1-1 System to view and retrieve information efficiently.
• Recognizes critical situations and alerts supervisor on complicated and unusual situations.
• Physically locates 9-1-1 telephone calls and identifies vehicles' locations using the geographic display (MapStar).
• Refers calls to City departments other than Police and Fire and outside governmental, social or community agencies.
• May be required to be "on call" or "onsite" during emergency situations.

Core Capabilities

• Remains calm, composed, undistracted and in full control of cognitive abilities while functioning appropriately in stressful situations.
• Maintains rational cognitive/decision-making ability and emotional self-control in situations or interactions that are personally offensive (cases of child abuse, child molestation, sexual assault, extreme trauma or death, etc.) or which involve considerable stress or hostility.
• Maintain composure and exercise restraint when verbally provoked in hostile or violent interactions.
• Gathers appropriate information in interactions and documents information accurately as provided.
• Interacts with a variety of people functioning under various emotional states to manage interpersonal conflicts, obtain or give information, give aid or to provide service.
• Sufficient cognitive skills (i.e., intelligence, concentration, and memory) such that the employee is mentally alert, able to discern subtle cues of impending danger, and make rational decisions at a reasonable speed.
• Sufficient clarity of speech, hearing and other communication capabilities, which permits the employee to communicate effectively, including during emergency situations which may involve a high degree of noise.
• Maintains a mental state of fitness and readiness that will enable the employee to handle potentially serious or life-threatening situations.
• Able to respond to and recover from stressful and adverse interactions.
• Able to demonstrate truthfulness and directness.

Duties include but are not limited to attendance at work on a regularly scheduled basis and, as necessary, be prepared to remain onsite, except for supervisory approved meal/breaks, for the entire scheduled work shift. May require performing other duties.

Working Conditions

The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials up to 10 pounds. There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations, as with occasional exposure to office chemicals and/or extensive use of a video display terminal. Requires the ability to make coordinated gross motor movements in response to changing external stimuli within moderately demanding tolerances; or the ability to make coordinated eye/hand movements on a patterned response space within low tolerance demands with no real speed requirements.

All positions in the Houston Emergency Center (HEC) are designated as TIER 1 (First Responder) employees and will require you to work long hours in emergency or disaster situations that may require you to be away from your home and/or family for extended periods of time.

Requirements

• Requires a high school diploma or a GED.
• Must pass City administered tests.
• One (1) year of experience in a high-volume telephone or customer service environment or a high stress environment is required.
• Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.
• Must maintain compliance with all TCOLE rules and regulations once licensed.

Substitutions: A Certificate of Completion in Public Safety Telecommunicator from Houston Community College, or an equivalent certification from another accredited continuing education program that meets equivalent prerequisites, course hours, and outcomes may substitute for the experience requirement.

License Requirements

Must provide certification of successful completion of or complete within one year of employment a telecommunicator training program in compliance with the Texas Commission on Law Enforcement (TCOLE) guidelines and must continue to maintain an active TCOLE license throughout employment with the department.

Preferences

• Preference will be given to those applicants with experience in an environment similar to public safety (e.g., Police, Ambulance or Fire), or with previous Telecommunicator experience.
• Bilingual skills (Spanish: speak, read, and write) are highly preferred.
• Due to constant communication with citizens, quality customer service experience is critical.
• Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.

Selection and Skills Tests

Must be able to pass a City-administered PC keyboard test proficiency of 30 wpm and a CritiCall skills assessment test to move further through the selection process, as well as successfully pass a lengthy Criminal background check. Applicant also must pass hearing test, psychological evaluation, and thorough background / employment / education checks and successful interview.

Practice testing for the 911 Telecommunicator position can be found on the following sites:

• https://www.tsatestprep.com/911-dispatcher-practice-test/
• https://www.test-guide.com/free-criticall-practice-tests.html

Safety Impact Position

Yes. This position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

Pay

Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification. Pay Grade: 14.

This response is AI-generated, for reference only.