9-1-1 Telecommunicator

Applications are accepted from all interested persons.

About the Role

The Houston Emergency Center assists citizens of Houston with efficient, accurate, and professional service when processing emergency calls. We seek qualified individuals for a dynamic career as a 9-1-1 Telecommunicator, serving as the first responder when citizens call. This role involves responding to emergency service requests, determining the type of problem, and transferring calls to the appropriate agencies. The work can be difficult but rewarding, allowing you to make a difference in the lives of fellow citizens.

Responsibilities

• 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, such as Vesta 9-1-1 and Cisco Telephone Systems.
• Uses equipment to receive and transfer incoming calls, replay calls for clarification, and 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.
• Recognizes critical situations and alerts supervisors on complicated or unusual situations.
• Physically locates 9-1-1 telephone calls and identifies vehicles' locations using geographic display (MapStar).
• Refers calls to City departments other than Police and Fire, as well as outside governmental, social, or community agencies.
• May be required to be "on call" or "onsite" during emergency situations.

Core Capabilities

• Remains calm, composed, and focused in stressful situations.
• Maintains rational decision-making and emotional self-control in offensive or highly stressful interactions (e.g., child abuse, sexual assault, extreme trauma, or death).
• Exercises restraint when verbally provoked in hostile or violent interactions.
• Gathers and documents information accurately.
• Interacts effectively with individuals under various emotional states to manage conflicts, obtain or give information, or provide aid.
• Demonstrates sufficient cognitive skills (intelligence, concentration, memory) to remain mentally alert, discern cues of impending danger, and make rational decisions quickly.
• Maintains clarity of speech, hearing, and communication capabilities to operate effectively in noisy emergency situations.
• Demonstrates truthfulness, directness, and mental fitness to handle life-threatening situations.
• Responds to and recovers from stressful and adverse interactions.
• Regular attendance and preparedness to remain onsite for the entire scheduled work shift, except for approved meal/breaks.

Schedule

• Full-time, 40 hours per week on a rotating shift schedule, including nights, weekends, and holidays.
• Shifts: 5:30 AM – 2:00 PM, 1:30 PM – 10:00 PM, 9:30 PM – 6:00 AM, or as assigned (subject to change).
• Must be available to work any shift for the first two years; shift preferences will not be accommodated.
• Mandatory overtime during critical incidents or to maintain staffing levels.
• On-call time is mandatory.
• The department is staffed 24 hours a day, 7 days a week.

Working Conditions

• Physically comfortable most of the time, with occasional stooping, bending, or light lifting (up to 10 pounds).
• Occasional minor discomforts from less-than-optimal temperature and air conditions.
• May involve modestly unpleasant situations, such as exposure to office chemicals or extensive use of a video display terminal.
• Requires coordinated gross motor movements in response to external stimuli or eye/hand movements on a patterned response space.
• Designated as a TIER 1 (First Responder) employee; may require working long hours in emergency or disaster situations, potentially away from home/family for extended periods.
• Must pass a criminal background check and obtain/maintain federally mandated security clearances where required.
• Must maintain compliance with all Texas Commission on Law Enforcement (TCOLE) rules and regulations once licensed.

Requirements

• High school diploma or GED.
• One year of experience in a high-volume telephone or customer service environment or a high-stress environment.
• Substitution: A Certificate of Completion in Public Safety Telecommunicator from Houston Community College or equivalent certification may substitute for the experience requirement.
• Must complete a telecommunicator training program compliant with TCOLE guidelines within one year of employment and maintain an active TCOLE license.
• Must pass City-administered tests, including a PC keyboard proficiency test (30 WPM) and a CritiCall skills assessment.
• Must pass a hearing test, psychological evaluation, thorough background/employment/education checks, and a successful interview.
• Must pass a pre-employment drug test and physical examination.

Preferences

• Experience in a public safety environment (e.g., Police, Ambulance, or Fire) or previous Telecommunicator experience.
• Bilingual skills (Spanish: speak, read, and write).
• Quality customer service experience.
• Preference given to eligible veteran applicants who meet the qualifications.

Pay

Pay Grade: 14. Factors used in determining salary include candidate qualifications and pay rates of other employees in this classification.