9-1-1 Telecommunicator

City of Houston; Houston (TX); On-site; USD 42,000 - 66,000; Full time

Job summary

City of Houston seeks qualified individuals for the 9-1-1 Telecommunicator role in the Houston Emergency Center. The position involves taking emergency calls, determining priorities, and coordinating with police, fire, and EMS while working rotating shifts.

Requires a high school diploma or GED and 1 year of relevant experience; some certifications may substitute for experience. On-call and onsite duties apply, with rigorous attention to detail and public safety impact.

Qualifications

• Requires a high school diploma or a GED.
• 1 year of experience in a high-volume telephone or high-stress environment is required.
• A Public Safety Telecommunicator certificate from a qualified program may substitute for the experience requirement.
• Certification must be completed within one year of employment and maintained per TCOLE guidelines.

Responsibilities

• Answers 9-1-1 emergency calls for Police, Fire and EMS in a timely manner.
• Determines the nature and priority of the emergency and assists callers professionally.
• Operates Vesta 9-1-1 and Cisco systems to receive, transfer, replay calls and handle TDD calls.
• Enters call and location data into Windows and Vesta applications for efficient retrieval.
• Recognizes critical situations and alerts supervisor on complex cases.
• Locates caller and identifies vehicle locations using MapStar geographic display.
• Refer calls to City departments or external agencies as needed.
• May be on call or onsite during emergencies.

Education

High School Diploma or GED

Job description

Position Overview

Applications accepted from: ALL PERSONS INTERESTED

Job Classification: 9-1-1 Telecommunicator

Section: 9-1-1 Emergency Network

Reporting Location: 5320 N. Shephard Drive

Workdays & Hours: FULL-TIME - Rotating Shifts & Off Days*

(5:30am - 2:00pm, 1:30pm - 10:00pm, 9:30pm - 6:00am or as Assigned) * Subject to change*

Description Of Duties/Essential Functions

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.

Required 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. 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 Window's 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 May Include

• 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.

Full-time positions with the Houston Emergency Center are 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. 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.

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.

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.

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.

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.

Minimum Requirements

EDUCATIONAL REQUIREMENTS

Requires a high school diploma or a GED. Must pass City administered tests.

Experience Requirements

One (1) year of experience in a high-volume telephone or customer service environment or a high stress environment is required.

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 T