911 Call Taker I (Austin Police)

City of Austin; United States; On-site; USD 33,000 - 38,000; Full time

Benefits offered by this job

Medical benefits

Paid leave time

Retirement plan

Training opportunities

Extensive benefits

Job summary

The City of Austin is seeking a 911 Call Taker I to deliver emergency communication support and accurate data entry in the CAD system. Under supervision, you will assist citizens and field units for police services and ensure timely dispatch.

Responsibilities include operating 911 equipment, identifying incident details, and routing calls. Requires high school diploma and ability to obtain state certifications within specified timelines.

Qualifications

• High school diploma or equivalent required.
• Ability to obtain TCOLE Certification within one year.
• Ability to obtain TCIC/NCIC certification within six months.
• Pass state exam to obtain Telecommunicator License within one year.
• Citizenship proof required per state regulations.

Responsibilities

• Operate 911 communications equipment to monitor and determine the exact nature of each request for service.
• Determine location and agency involvement of each incident as required.
• Answer and handle calls from citizens and transfer to dispatcher as dictated.
• Code the nature of complaints and alarms for computer input.
• Enter incident data in CAD and relay calls to personnel as needed.
• Route non-emergency calls to appropriate personnel or agencies.

Skills

Oral and written communication

Conflict management

Multi-tasking

Computer proficiency

Telephone headset

Telephone interviewing techniques

EMD procedures

Public communication

Education

High school diploma or equivalent

Tools

CAD system

Job description

About This Position

Job Description: 911 Call Taker I. Under close supervision, this position is responsible for providing emergency communication response to citizens requesting a variety of services and communication support to field units for emergency and police services and entering accurate and concise data into the Computer Aided Dispatch computer system.

Duties, Functions and Responsibilities

• Operates 911 communications equipment to monitor and determine the exact nature of each request for service.
• Determines location and agency involvement of each incident as required.
• Receives, answers, and handles calls from citizens requesting assistance, and transfers to respective dispatcher as dictated by the situation and mandated in the department directives to respond to safety needs of citizens.
• Determines nature of complaint and alarm and code them for computer input.
• Enters incident data in computer, on appropriate form, or relays calls to appropriate personnel.
• Routes non-emergency calls to appropriate personnel and/or agency.

Supervisor and/or Leadership Exercised

None.

Knowledge, Skills, and Abilities

• Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
• Knowledge of the operations of a Police Emergency Communications Center.
• Skill in oral and written communication.
• Skill in handling conflict and uncertain situations.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software applications.
• Ability to work in close quarters and to wear a telephone headset.
• Ability to apply telephone interviewing techniques.
• Ability to quickly and accurately obtain appropriate information.
• Ability to learn and communicate medical emergency pre-arrival instructions (EMD).
• Ability to establish and maintain effective communication and working relationships with City employees and the public.

Minimum Qualifications

Graduation from an accredited high school or equivalent.

Licenses and Certifications Required

• Must be able to obtain TCOLE Certification within one (1) year of employment and TCIC/NCIC certification within six (6) months of employment.
• Must be able to obtain TCIC/NCIC certification within six (6) months of employment.
• Must be able to pass the State mandated exam to obtain the Texas Commission on Law Enforcement (TCOLE) Telecommunicator License within one (1) year of employment.
• Must be able to obtain TCIC/NCIC certification within six (6) months of employment.
• In compliance with the Texas Commission on Law Enforcement, applicants must show proof of U.S. citizenship. Accepted documents: Birth Certificate, U.S. Passport, U.S. Passport Card, Certificate of Citizenship, Certificate of Naturalization.

Compensation and Benefits

The annual hiring range for this position is $24.19-$27.94.

• Starting salary with no experience is $24.19/hr.
• Employees with previous experience may advance to 911 Call Taker II after six (6) months.
• If they meet the minimum qualifications, with a 5% pay increase when all requirements are fulfilled (911 Call Taker II Job Description).
• $150/month First Responder Pay (once licensed).
• Medical benefits.
• Paid leave time.
• Retirement plan.
• Training opportunities.
• Extensive benefits.

Shift and Work Hours

• Shift work – varies. Work hours consist of 8-hour, 10-hour, and 12-hour shifts.
• Shift assignments and days off rotate and are varied to meet the needs of a 24-hour a day, 7-day a week operation in an emergency response environment.
• Weekend and holiday work are required.

Location

5010 Old Manor Rd. (CTECC), Austin, TX 78723.

Assessment and Testing

• Applicants will also be administered a skills assessment test.
• Ability to type at least 35 net words per minute is required.
• Employees will be in training status for 10-12 weeks.
• Offers of employment are contingent upon successful completion of all testing requirements including a background check and investigation as administered by the department, fingerprint clearance, interview process, drug screening, and psychological exam.

Background Check

Must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Disqualifying conditions include Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.

Secondary Employment

All Austin Police employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee’s duty and responsibility to the Department. APD must review all secondary employment. Employees are required to submit a Secondary Employment Application for review and approval upon being hired with APD, as well as current APD employees considering secondary employment.

Travel

• If you are selected for this position and meet the Driver Safety Standards, you may drive when necessary to multiple locations as part of your regular job duties.
• Otherwise, you are responsible for getting to and from these locations.

Important Note to Applicants

Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time. We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

Join the City of Austin Team

At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - that anchor our delivery of services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.
• Value and Innovation: Work in an environment where employees are valued and innovation thrives.
• Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
• Retirement Security: Plan with the City of Austin Employees' Retirement System.
• Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.
• Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.
• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.
• Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration.

Equal Employment Opportunity Statement

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk. City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call [phone] or Texas Relay by dialing 7-1-1.