911 Call Analyst III

City of Dallas • Dallas, TX

5d • $27 - $33 • Onsite

About The Position

911 Call Analyst III serves as the most senior first-responder to the customer request and inquiries. The role is front-line service and assists supervisors with training and mentoring 911 Call Analysts and with floor management. The 911 Call Analyst III provides subject matter expertise on all emergency call analysis, is involved with in the daily job (OJT) training of 911 Call Analysts, assists supervisors with oversight of training coordination, and occasionally handles routine supervisory duties for resources and floor operations.

Requirements

• High School Diploma or GED.
• Eight (8) years of experience in heavy emergency call center environment with customer interaction and conflict resolution, dispute and aggressive conduct remediation and/or complaint resolutions with some training and mentoring components.
• Must have TCIC/NCIC/CJIS Certification.
• Must have Advanced Telecommunicator License from Texas Commission on Law Enforcement (TCOLE).
• Must have Dallas Police Communications Training Officer (CTO) Certification.
• Must be a United States citizen.
• Availability to work varying shifts including nights, weekends, holidays, and overtime.
• Must pass an intensive background investigation and drug test.
• No Felony or Class A Misdemeanor convictions or current Class A or B deferred adjudication.
• No Class B Misdemeanor convictions within the last ten (10) years.
• No family violence convictions.
• Subject to Exam clearance.
• Expert knowledge of principles and practices of training, supervision, and personnel mentoring.
• Expert skills in telephonic communication, etiquette, and procedures.
• Expert knowledge of streets and highways in the Dallas area.
• Superior ability to remain calm and respond with the appropriate levels of customer service and professionalism in all circumstances.
• Expert knowledge of Crime Intervention procedures.
• Expert skill in operating emergency communications technologies, emails, and other office technologies to perform the functions of a 911 Call Analyst.
• Proficient and effective communications skills, both verbally and in writing, with clear and understandable voice and pronunciation.
• Ability to lead, provide guidance, mentor and assist other call takers in various situations.
• Ability to quickly apply policies, procedures, and guidelines relating to emergency and non-emergency situations.
• Ability to exercise sound judgment and stay calm and focused under pressure and various scenarios requiring quick response to emergency situations.
• Ability to deal with elevated stress level, de-escalating emotions and addressing potentially critical situations effectively and in a timely manner.
• Establishing and maintaining effective working relationships.

Responsibilities

• Documents and evaluates the daily progress of 911 Analysts and other department staff; identifies performance gaps, delivers appropriate training, and provides recommendations to the Supervisor on staff progress.
• Provides continuous guidance and mentoring regarding emergency and technical procedures.
• Receives and analyzes emergency calls and handles high visibility calls, sensitive data and classified information, as dictated by each scenario and mandated in the departmental directives.
• Uses various technologies, including but not limited to 911 phone systems, computer aided dispatch systems, location software, and current/emerging emergency communications technologies to analyze the nature of emergency information received.
• Assists supervisors with resource allocation and training coordination, and occasionally handles lower-level supervisor responsibilities.
• Works in a 24x7x365 emergency call center, on an assigned shift, and may at times be required to work additional hours during critical incidents, inclement weather events, and incidents requiring additional resources.
• Makes independent decisions on complex situations requiring immediate attention and escalation.
• Performs other work as needed or assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees