Alarm Call Taker

MONTGOMERY COUNTY HOSPITAL DISTRICT; Conroe (TX); On-site; USD 33,000 - 39,000; Full time

Job summary

Montgomery County Hospital District in Conroe, TX, is seeking an Alarm Call Taker to join the ALARM dispatch team. You will answer emergency and non-emergency calls, determine priorities, and initiate appropriate response using CAD and GIS tools.

The role requires handling high-workload periods, overtime may be required, and the position is ideal for individuals seeking a starting role in public safety communications with a structured training path.

Qualifications

• High School diploma or equivalent required.
• AA/AS or equivalent industry experience preferred.
• Effective use of Computer Aided Dispatch (CAD) systems.
• Effective in the use of various telecommunications devices and practices.
• Proficient typing skills that meets department standards.

Responsibilities

• Operate enhanced 911-telephone system with multi-screen controls.
• Answers, evaluates and prioritize incoming phone calls on multiple phone lines promptly and appropriately.
• Answers emergency and non-emergency calls for service; determines location and nature of call using mapping and GIS locating software.
• Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes
• Utilizing IAED call triaging software and staying within ACE compliance standards, will process emergency and non-emergency request for service.
• Operates specialized electronic telephone equipment to process low frequency 911 calls that include: hearing-impaired calls using a TDD device, Agent Texting software and non-English speaking callers.
• Summarize the critical and safety information for public safety-first responders in the computer aided dispatch system (CAD) using correct grammar, spelling, and punctuation, and refer and classify calls for EMS and Fire assistance according to level of response required.
• Develop and maintain knowledge of county territory, neighboring agencies and first responder organizations.
• Receives and processes a variety of time sensitive data and information in assigned area of responsibility.
• Maintain confidentiality consistent with policies and procedures and applicable Federal, and State rules and regulations.

Skills

Word processing

Database skills

Spreadsheet skills

Education

High School diploma or equivalent

AA/AS or equivalent industry experience preferred

Tools

Computer Aided Dispatch (CAD) systems

IAED call triaging software

TDD device

Job description

Job Details

Job Location: Administration - Conroe, TX 77304

Salary Range: $24.13 - $28.39 Hourly

TITLE: ALARM CALL TAKER

DEPARTMENT: ALARM

FLSA STATUS: NON-EXEMPT

REPORTS TO: ALARM DEPUTY CHIEF

EFFECTIVE DATE: 10/6/2024

SUMMARY

The ALARM Call Taker is the entry level position to MCHD ALARM dispatch whose primary role is to answer emergency and non-emergency calls and to initially assign the response nature, acuity, priority, and scene safety concerns. This position works a varying schedule and/or shift, and may be required to work overtime.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Operates enhanced 911-telephone system with multi-screen controls.
• Answers, evaluates and prioritize incoming phone calls on multiple phone lines promptly and appropriately.
• Answers emergency and non-emergency calls for service; determines location and nature of call using multiple mapping and GIS locating software.
• Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes
• Utilizing IAED call triaging software and staying within ACE compliance standards, will process emergency and non-emergency request for service.
• Operates specialized electronic telephone equipment to process low frequency 911 calls that include: hearing-impaired calls using a TDD device, Agent Texting software and non-English speaking callers.
• Summarize the critical and safety information for public safety-first responders in the computer aided dispatch system (CAD) using correct grammar, spelling, and punctuation, and refer and classify calls for EMS and Fire assistance according to level of response required.
• Develop and maintain knowledge of county territory, neighboring agencies and first responder organizations.
• Receives and processes a variety of time sensitive data and information in assigned area of responsibility.
• Maintain confidentiality consistent with policies and procedures and applicable Federal, and State rules and regulations.
• Maintains situational awareness of local, regional, state, and national emergencies, weather events, mutual aid status, significant incidents, and planned events.
• Serve as an example and maintain high standards for health, safety, welfare, and ethical behavior in ALARM.
• Support, interpret, and comply with the core values, policies and SOPs of MCHD.
• Promote teamwork within ALARM.
• Maintain professionalism and courtesy toward both internal and external customers.
• Attendance at department and dispatch education meetings and other meetings as assigned in accordance with standard operating guidelines.
• Establish and model a service-oriented culture that supports the organizational values.
• Maintains an attendance record in line with company policy and department guidelines.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None.

MINIMUM QUALIFICATIONS

• High School diploma or equivalent required.
• AA/AS or equivalent industry experience preferred.
• Effective use of Computer Aided Dispatch (CAD) systems.
• Effective in the use of various telecommunications devices and practices.
• Proficient typing skills that meets department standards.

SKILLS AND KNOWLEDGE

• Proficient word processing, database, and spreadsheet skills required.
• Basic Email and Internet skills required.

CERTIFICATES, LICENSES, REGISTRATIONS

• Current Texas Driver’s License
• Current Texas Department of Health Emergency Medical Responder or higher (Certification must be obtained within one year of completion of the ALARM Training Program)
• Current International Academies of Emergency Medical Dispatch Certification (must be obtained within 180 days of employment)
• Current International Academies of Emergency Fire Dispatch Certification (must be obtained within 180 days of employment)
• Current CPR certification. (must be obtained within 30 days of employment)
• Required NIMS Training as referenced in the Safety & Emergency Management Policy SEM 27-201 for COM / Alarm (Communications)
• Remain insurable by the current insurance vendor of MCHD

NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMAND CATEGORY:

Light Duty = Lifting 20 pounds maximum with frequent lifting and / or carrying of objects weighing up to 10 pounds.

Audio-Visual & licensing Demands:

• Vision (Avg)
• Color Discrimination
• Peripheral Vision
• Hearing (Avg)
• Valid Driver's License

Specific Actions Required

• Standing/Walking: Occasional
• Sitting: > than 8 hours
• Driving: Occasional
• Conditions: Noise

Repetitive Motions:

• Simple Grasping
• Fine Manipulation
• Pushing & Pulling
• Finger Dexterity
• Foot Movement

MANEUVERABILITY

This job will require: Occasional: bending, squatting, climbing, twisting, and reaching.