911 Call Analyst I - Dallas Police (Civil Service)

City of Dallas•Dallas, TX

3d•$24 - $28

About The Position

Under direct supervision, the 911 Call Analyst I is an entry-level, frontline first responder to customer requests and inquiries. The role handles a heavy volume of callers and provides emergency communication response by assessing the nature of incidents through caller questioning and the use of current emergency communications technology. The position receives and evaluates emergency and non-emergency calls and related information from the public requesting police, fire, and EMS assistance. It determines incident priority, documents and transmits information to police dispatch, and transfers fire and ambulance calls to the appropriate dispatcher as required. The analyst also provides customer service and complaint resolution, including crisis intervention with agitated callers. The position works in a 24/7/365 emergency call center on an assigned shift. Additional hours may be required during critical incidents, inclement weather, or events requiring additional resources.

Requirements

High school diploma or GED.
Two years of customer service experience, including one or more of the following: heavy phone contact in an emergency call center, suicide hotline work, client mediation, customer disputes, or complaints resolution.
Must be a United States citizen.
Must obtain NCIC/TCIC/CJIS certification during the probationary period and renew it annually.
Must obtain a Basic Telecommunicator License from the Texas Commission on Law Enforcement (TCOLE) within the probationary period.
Must pass an intensive background investigation and drug test.
Must have no felony or Class A misdemeanor convictions or current Class A or B deferred adjudication; no Class B misdemeanor convictions within the last 10 years; and no family violence convictions.
Subject to exam clearance.
Availability to work varying shifts, including nights, weekends, holidays, and overtime.
Knowledge of telephone etiquette and procedures, Dallas-area streets and highways, and crime intervention procedures.
Ability to remain calm, provide professional customer service, communicate effectively verbally and in writing, and speak clearly and understandably.
Ability to operate emergency communications, email, and other office technologies.
Ability to apply policies, procedures, and guidelines quickly; exercise sound judgment and maintain focus under pressure; handle stressful situations; and establish and maintain effective working relationships.

Responsibilities

Receive and evaluate emergency and non-emergency calls and related data requesting police, fire, and EMS assistance; transfer fire and ambulance calls to the appropriate dispatcher when required.
Use 911 phone systems, computer-aided dispatch systems, location software, and other emergency communications technologies to analyze incoming information.
Determine whether calls are emergencies or non-emergencies and apply departmental policies and procedures concerning crime intervention, public and responder safety, and liability prevention.
Prioritize incidents according to departmental standards and input and transmit call information to the Police Dispatcher Analyst.
Make efficient decisions about incoming information, identify critical situations, and alert a supervisor about complicated or unusual incidents.
Interview callers to obtain necessary information and document details of emergency and non-emergency situations.
Provide crisis intervention to calm aggressive or agitated callers sufficiently to obtain information needed to respond.
Provide accurate data, complaint resolution, and customer service in response to requests and inquiries.
Work assigned shifts in a 24/7/365 emergency call center and, when required, additional hours during critical incidents, inclement weather, or events requiring additional resources.
Perform other work as needed or assigned.