911 Call Taker I (Austin Police)

City of Austin•Austin, TX

7d•Onsite

About The Position

Under close supervision, the 911 Call Taker I provides emergency communications response to citizens requesting a variety of services and communication support to field units handling emergency and police services. The role enters accurate, concise incident information into the Computer Aided Dispatch system. It operates in an emergency-response communications center and supports a 24-hour, seven-day-a-week operation through rotating shifts and days off. The position requires handling emergency and non-emergency calls, determining the nature and location of incidents, and routing calls or transferring them to the appropriate dispatcher, personnel, or agency. Employees must be able to learn and communicate medical emergency pre-arrival instructions. New employees are in training status for 10–12 weeks. Employment offers are contingent on completing required testing and screening, including a background investigation, fingerprint clearance, interview, drug screening, and psychological examination.

Requirements

Graduation from an accredited high school or equivalent.
Knowledge of the operations of a Police Emergency Communications Center.
Oral and written communication skills.
Ability to handle conflict and uncertain situations.
Ability to handle multiple tasks and prioritize.
Skill in using computers and related software applications.
Ability to work in close quarters and wear a telephone headset.
Ability to apply telephone interviewing techniques and 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.
Ability to type at least 35 net words per minute and pass a skills assessment test.
Ability to obtain TCOLE Telecommunicator certification within one year of employment and TCIC/NCIC certification within six months of employment; the TCOLE license requires passing the state-mandated exam.
Proof of U.S. citizenship, as required by the Texas Commission on Law Enforcement.
Pass and maintain eligibility for a CJIS fingerprint-based background check; specified criminal convictions, deferred adjudications, or open arrests disqualify applicants.
Complete required hiring tests and screenings, including a background check and investigation, fingerprint clearance, interview, drug screening, and psychological exam.
Be available for various shifts and days off, including required weekend and holiday work.

Nice To Haves

Previous experience may allow an employee to advance to 911 Call Taker II after six months, provided minimum qualifications are met.

Responsibilities

Operate 911 communications equipment to monitor requests for service and determine their exact nature.
Determine incident location and agency involvement as required.
Receive, answer, and handle calls from citizens requesting assistance.
Transfer calls to the appropriate dispatcher as dictated by the situation and department directives, responding to citizens’ safety needs.
Determine the nature of complaints and alarms and code them for computer input.
Enter incident data into the computer or on the appropriate form, or relay calls to appropriate personnel.
Route non-emergency calls to appropriate personnel or agencies.