911 Call Taker I (Austin Police)

City of Austin

8d•$24 - $28•Onsite

About The Position

Under close supervision, the 911 Call Taker I provides emergency communication response to citizens requesting a variety of services and communication support to field units for emergency and police services. The role enters accurate and concise information into the Computer Aided Dispatch system and handles emergency and non-emergency calls in accordance with department directives and citizens’ safety needs. The position operates in a 24-hour, seven-day-a-week emergency response environment at 5010 Old Manor Rd. in Austin, Texas. Work hours vary and include rotating shift assignments and days off, with 8-, 10-, and 12-hour shifts. Weekend and holiday work are required. Employees spend 10–12 weeks in training. Applicants must complete a skills assessment and be able to type at least 35 net words per minute. Employment offers are contingent on successful completion of required testing and screening, including a background investigation, fingerprint clearance, interview, drug screening, and psychological exam. The annual hiring range is $24.19–$27.94 per hour. The starting rate for candidates with no experience is $24.19 per hour. A $150 monthly First Responder payment is available once licensed. Employees with previous experience may advance to 911 Call Taker II after six months if they meet its minimum qualifications, with a 5% pay increase when all requirements are fulfilled. Applicants must be able to obtain a TCOLE Telecommunicator License within one year of employment and TCIC/NCIC certification within six months. Proof of U.S. citizenship and ongoing CJIS eligibility are required. The position prohibits secondary employment that conflicts with or interferes with duties to the Department; secondary employment is subject to APD review and approval. The City of Austin describes its employee benefits as including medical coverage, paid leave, a retirement plan, training opportunities, generous leave, work-life balance programs, public transit and bicycle commuting options, wellness programs, on-site fitness centers, mental health support, professional development, and leadership opportunities. The job may require travel to multiple locations as part of regular duties when the employee meets the City’s Driver Safety Standards; otherwise, employees are responsible for transportation to and from those locations.

Requirements

Graduate from an accredited high school or have an equivalent qualification.
Be able to obtain a TCOLE Telecommunicator License within one year of employment, including passing the state-mandated examination.
Obtain TCIC/NCIC certification within six months of employment.
Type at least 35 net words per minute and complete the skills assessment.
Provide proof of U.S. citizenship.
Pass a CJIS fingerprint-based background check and maintain CJIS eligibility.
Pass the required hiring tests and screening, including a background check and investigation, fingerprint clearance, interview process, drug screening, and psychological exam.
Demonstrate knowledge of Police Emergency Communications Center operations.
Have oral and written communication skills.
Be able to handle conflict and uncertain situations, manage multiple tasks, and prioritize.
Be able to use computers and related software applications.
Be able to work in close quarters and wear a telephone headset.
Be able to apply telephone interviewing techniques and quickly and accurately obtain appropriate information.
Be able to learn and communicate medical emergency pre-arrival instructions (EMD).
Be able to establish and maintain effective communication and working relationships with City employees and the public.
Be available for varied shifts and days off in a 24-hour, seven-day-a-week operation, including weekends and holidays.

Nice To Haves

Previous experience may qualify employees to advance to 911 Call Taker II after six months, subject to meeting that position’s minimum qualifications.

Responsibilities

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

Benefits

Medical coverage
Paid leave time
Retirement plan
Training opportunities
Generous leave
Work-life balance programs
Public transit and bike-friendly commuting options
Wellness programs
On-site fitness centers
Mental health support
Professional development and leadership opportunities
$150 per month First Responder Pay once licensed
5% pay increase upon advancement to 911 Call Taker II after meeting all requirements