Emergency Call-Taking Specialist

NORTH TEXAS EMERGENCY COMMUNICATION CENTER INC•Carrollton, TX

1d•$23 - $32•Onsite

About The Position

The Emergency Call-Taking Specialist receives emergency/9-1-1, non-emergency, and administrative calls from the public and processes requests for police, fire, and EMS services. The role works independently under general supervision of Operations Supervision and collaborates with NTECC personnel and customers. It supports NTECC’s mission, vision, and strategic plans while maintaining confidential information, professionalism, accountability, and public trust. The position operates in a fast-paced, high-volume call center/dispatch environment and requires the ability to work any shift in a 24/7 operation, including weekends, holidays, and inclement weather. The work is primarily office-based and involves using a computer, telephone, radio, and other standard office equipment to collect, enter, retrieve, and relay information. Employees may need to stand and walk between work areas, perform occasional bending, stooping, kneeling, reaching, pushing, and pulling, and handle objects weighing up to 25 pounds. The work environment has moderate noise, controlled temperatures, and minimal direct exposure to hazardous physical substances.

Requirements

High school diploma or GED equivalent.
At least one year of related experience in a customer service environment.
Must be at least 18 years of age.
Must pass applicable pre-employment screenings, including a drug screen.
Must communicate clearly and concisely and relay details accurately, verbally and in writing.
Must read, write, and speak English.
A valid Texas Driver’s License may be required, or the ability to obtain one within 90 days of employment.
Must pass an FBI criminal background fingerprint check and comply with state and federal criminal justice information security requirements.
Must complete required certifications within one year and complete continuing education training for current licenses.
Must be able to work with a diverse team, manage multiple demands, prioritize work, respond to difficult situations under pressure, and remain professional and effective in high-stress situations.
Knowledge of geography within the NTECC service area, including streets, highways, boundaries, thoroughfares, landmarks, businesses, and police and fire stations and districts.
Ability to operate standard and specialized public safety hardware and software and enter information quickly and accurately.
Knowledge of state and federal laws, regulations, and statutes governing emergency services dispatch.
Ability to meet the physical demands and working conditions of the position, with or without reasonable accommodation.

Responsibilities

Answer emergency and non-emergency calls requesting police, fire, and emergency medical assistance for member agencies.
Coordinate with agencies, citizens, and businesses to gather information and make referrals.
Search local, state, and national databases for potentially wanted persons or stolen property, interpret information, and provide it to requesting officers.
Confirm stolen property, wanted persons, and missing persons; enter, clear, and modify TCIC/NCIC data as requested; and send and receive teletypes.
Provide and relay emergency care instructions and guidance through text, phone, video imagery, and live-stream services.
View and process emergency-related imagery and video.
Provide Emergency Medical and Emergency Fire Dispatch protocols and instructions to callers.
Assist coworkers with guidance and training as needed.
Interact courteously and cooperatively with citizens, visitors, coworkers, and NTECC staff.
Maintain confidential and sensitive information discreetly and professionally.
Follow applicable rules and regulations and help preserve accountability and public trust.
Maintain punctual and regular attendance and work any shift in a 24/7 environment, including weekends, holidays, and inclement weather.
Perform other duties as assigned.