NTECC- EMERGENCY CALL TAKING SPECIALIST

Summary Of Duties

The Emergency Call-Taking Specialist receives emergency/9-1-1, non-emergency, X and administrative phone calls from citizens and processes requests for service for police, fire, and EMS. Demonstrates a strong leadership presence that promotes the NTECC mission, vision, and strategic plans. This position works independently under general supervision of the Operations Supervision and collaborates with NTECC personnel as well as customers.

• Answers emergency and non-emergency call requests for service for police, fire, and emergency medical assistance for member agencies.
• Collaborates with other agencies, citizens, and businesses to gather information and make referrals.
• Conducts computer searches through local, state, and national databases for possibly wanted persons or stolen property and interprets and provides information to the requesting officer; confirms stolen property, wanted persons, and missing persons.
• Sends and receives teletypes.
• Supports the NTECC culture by assisting co-workers as needed with guidance and training.
• Supports the relationship between the NTECC and the public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and NTECC staff.
• Maintains high level of confidential and sensitive information in a discrete and professional manner.
• Maintains the integrity, professionalism, values, and goals of the NTECC by assuring that all rules and regulations are followed, and that accountability and public trust are preserved.
• Punctual and regular attendance to work; able to work in a 24/7 work environment (weekends, holidays, inclement weather) and any shift (day or night).
• Performs other duties as assigned.

Essential Job Functions

• Provides and relay emergency care instructions and guidance through text, phone, video imagery, live stream services.
• Views and processes emergency related imagery and video.
• Provides Emergency Medical and Emergency Fire Dispatch protocols and instructions to callers.

Knowledge And Skills

• Ability to work with a diverse team.
• Ability to address multiple demands simultaneously; prioritize work and responding to difficult situations under stress of time or circumstances; remain professional and operate effectively in high stress situations.
• Geography within the NTECC service area including, but not limited to, streets, highways, boundaries, thoroughfares, landmarks, businesses, and locations of police and fire stations and districts.
• Operating standard and specialized public safety hardware and software to enter information with speed and accuracy.
• State and federal laws, regulations, and statutes governing dispatch for emergency services.

Minimum Qualifications

• Education: High school diploma or GED equivalent.
• Experience: One (1) year of related experience in a customer service environment.
• Must be at least 18 years of age.
• Must pass all applicable pre-employment screenings to include a drug screen.
• Communicate clearly and concisely, relay details accurately both verbally and in writing.
• Must read, write, and speak English.
• A valid Texas Driver’s License may be required or be able to obtain one within 90 days of employment.
• Must be able to pass FBI criminal background fingerprint check and comply with state and federal requirements for criminal justice information security standards.

Physical Demands and Working Environment

• Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment.
• Vision to read printed materials and a computer screen.
• Hearing and speech to communicate in person and over the telephone and radio.
• Occasionally (daily, weekly, or monthly) bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information.
• Lift, carry, push, and pull materials and objects weighing up to 25 pounds.
• Work in an office environment with moderate noise levels, controlled temperature conditions, and minimal direct exposure to hazardous physical substances.
• Interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.
• Work in a fast paced, high volume call center environment; incumbents must remain alert and responsive while coordinating stressful situations in a fluid and dynamic work environment.