911 Call Taker

Description

Under general supervision the 911 Call Taker answers, processes and enters 911 emergency and non-emergency calls for service into the Computer Dispatch system for service dispatch. This position is safety sensitive and requires an in-depth background investigation and drug screening.

Posted pay range is the starting salary. Pay rate offered is based on experience.

Examples of Duties

• Shift work in a 24-hour operation, including weekends, holidays, and on-call status; answers records and handles 911 emergency and non-emergency calls via administrative and 911 emergency phone lines for police, fire and animal control; remains calm during stressful calls; obtains information from callers regarding the nature of the incident, severity, location, descriptions of individuals; transfers calls to other agencies or departments as needed; proper use of 9-1-1 system, including text-to-911; utilization of TTY and OMNIXX systems; utilizes verbal skills to calm excited and/or abusive callers; obtains necessary information from callers, relays information from callers to public safety personnel in written format; listens to calling parties while typing information into dispatch system and listening for updates from other 911 personnel.

• Maintains and updates various logs and computer data files of officer activities (incident reports, accident reports, stolen or repossessed property logs, maps, shift logs, etc.) Performs data entry of officer activities for logs and records.

• Operates and maintains telecommunications and office equipment used in the performance of daily tasks.

• Utilizes knowledge of city ordinances, city services and departmental procedures to assist department personnel and citizens; utilizes a variety of databases, and files to obtain necessary information; creates calls for service in a Computer Aided Dispatch (CAD) system for citizens, police, and fire personnel.

• Performs computer and manual records checks for officers on individuals, locations, vehicles and other property, verifying warrants, criminal history, suspended or expired license, or reports of stolen property with originating agencies.

• Enters information into Texas and National Crime Information computer systems and alerts state and federal agencies of stolen vehicles and property, missing persons, etc.

• Assists persons using Telecommunications Device for the Deaf (TDD).

• Other duties as assigned.

Experience and Training

• High School Diploma or equivalent

• One (1) year of general work experience required.

• Preferred customer service experience involving one (1) or more of the following: heavy phone contact; data entry/form completion; complaint resolution; processing order/inquires.

• Experience with Microsoft Word, Excel and Outlook.

Certificates and Licenses Required

• Ability to work shift work, including days, nights, weekends and holidays.

• Required to obtain TCIC/NCIC Certification within six (6) months of employment.

• Required to complete 80-hour Basic Telecommunicator Course to obtain Texas Commission on Law Enforcement License within one (1) year of employment.

• Required to obtain CPR certification required by the Texas Commission on Law Enforcement License within one (1) year of employment.

• Must have completed Criminal Justice Information Services (CJIS) Training upon hire.

• Maintains license & certifications; complete required training hours mandated by state and department; strict adherence to Federal, State and Departmental regulations regarding Criminal Justice Information Systems.
• Valid Class C Texas driver's license, or ability to obtain license prior to employment preferred.
• Bilingual (Spanish, Hindu, Vietnamese) preferred.