911 Dispatch & Crisis Support Analyst I

dallascityhall; Dallas (TX); On-site; USD 34,000 - 38,000; Full time

Job summary

The City of Dallas is seeking an entry-level 911 Call Analyst I to serve as a frontline responder handling high-volume emergency and non-emergency calls. You will assess incidents, use CAD and location software, and determine appropriate dispatcher routing to police, fire, or EMS.

Responsibilities include interviewing callers, providing crisis intervention, and maintaining accurate data while working a 24x7 shift. Must obtain required certifications during probation and be a US citizen.

Qualifications

• Two years of customer service experience, preferably in emergency call center or similar.
• Must obtain NCIC/TCIC/CJIS certification during probationary period and renew annually.
• Must obtain Basic Telecommunicator License from TCOLE within probationary period.

Responsibilities

• Receives and evaluates emergency and non-emergency calls for police, fire, and EMS and transfers calls as required.
• Uses 911 systems, CAD, and location software to analyze incident nature.
• Determines emergency vs non-emergency and follows department policies to guide response.
• Transmits accurate call information to dispatchers for appropriate action.
• Identifies high-risk or complex situations and informs supervisors promptly.
• Interviews callers to gather essential information for appropriate response.
• Provides crisis intervention to calm callers and obtain critical data.
• Delivers accurate data, records, and customer service for inquiries.
• Works a 24x7x365 shift schedule and may work overtime during critical events.
• Performs other duties as needed.

Skills

Telephone etiquette

Calm under pressure

Clear communication

Customer service focus

Policy adherence

Attention to detail

Ability to multitask

Team coordination

Stress management

Education

High School Diploma or GED

Tools

911 phone systems

Computer aided dispatch systems

Location software

Emergency communications technologies

Job description

The City of Dallas is seeking an entry-level 911 Call Analyst I to serve as a frontline responder handling high-volume emergency and non-emergency calls. You will assess incidents, use CAD and location software, and determine appropriate dispatcher routing to police, fire, or EMS.

Responsibilities include interviewing callers, providing crisis intervention, and maintaining accurate data while working a 24x7 shift. Must obtain required certifications during probation and be a US citizen.