Emergency Call-Taking Specialist (9-1-1 Call Taker) (48433)
About The Position
The Emergency Call-Taking Specialist (9-1-1 Call Taker) is responsible for answering emergency and non-emergency call requests for service for police, fire, and emergency medical assistance for member agencies. This role involves coordinating with other agencies, citizens, and businesses to gather information and make referrals. The specialist will conduct computer searches through local, state, and national databases for possibly wanted persons or stolen property, interpret and provide information to requesting officers, and confirm stolen property, wanted persons, and missing persons. They will also enter, clear, and modify data in the Texas Crime Information Center/National Crime Information Center (TCIC/NCIC) as requested and send/receive teletypes. The position supports the NTECC culture by assisting co-workers with guidance and training, and by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and staff. Maintaining a high level of confidential and sensitive information in a discrete and professional manner is crucial. The specialist must uphold the integrity, professionalism, values, and goals of the NTECC by ensuring all rules and regulations are followed, and that accountability and public trust are preserved. Punctual and regular attendance is required, with the ability to work in a 24/7 environment, including weekends, holidays, inclement weather, and any shift (day or night). Additional duties include providing and relaying emergency care instructions and guidance through text, phone, video imagery, and live stream services, as well as viewing and processing emergency-related imagery and video, and providing Emergency Medical and Emergency Fire Dispatch protocols and instructions to callers.
Requirements
- Ability to work with a diverse team
- Ability to address multiple demands simultaneously; prioritize work and responding to difficult situations under stress of time or circumstances; remain professional and operate effectively in high stress situations.
- Geography within the NTECC service area including, but not limited to, streets, highways, boundaries, thoroughfares, landmarks, businesses, and locations of police and fire stations and districts.
- Operating standard and specialized public safety hardware and software to enter information with speed and accuracy.
- State and federal laws, regulations, and statutes governing dispatch for emergency services.
- High school diploma or GED equivalent.
- One (1) year of related experience in a customer service environment.
- Must be at least 18 years of age.
- Must pass all applicable pre-employment screenings to include a drug screen.
- Communicate clearly and concisely, relay details accurately both verbally and in writing.
- Must read, write, and speak English.
- A valid Texas Driver’s License may be required or be able to obtain one within 90 days of employment.
- Must be able to pass FBI criminal background fingerprint check and comply with state and federal requirements for criminal justice information security standards.
- Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements.
Nice To Haves
- Position requires successful completion of all required certifications within (1) year and continuous education training for current license(s). Certifications include Texas Commission on Law Enforcement (TCOLE) Public Safety Telecommunicator License; NCIC/TCIC full access, CPR, IAED Emergency Medical Dispatch and IAED Emergency Fire Dispatch. Depending on the needs of the NTECC, additional licenses and certifications may be required.
Responsibilities
- Answers emergency and non-emergency call requests for service for police, fire, and emergency medical assistance for member agencies.
- Coordinates with other agencies, citizens, and businesses to gather information and make referrals.
- Conducts computer searches through local, state, and national databases for possibly wanted persons or stolen property and interprets and provides information to the requesting officer; confirms stolen property, wanted persons, and missing persons; enter, clear, and modify data in the Texas Crime Information Center/National Crime Information Center (TCIC/NCIC) as requested; sends and receives teletypes.
- Supports the NTECC culture by assisting co-workers as needed with guidance and training.
- Supports the relationship between the NTECC and the public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and NTECC staff.
- Maintains high level of confidential and sensitive information in a discrete and professional manner.
- Maintains the integrity, professionalism, values, and goals of the NTECC by assuring that all rules and regulations are followed, and that accountability and public trust are preserved.
- Punctual and regular attendance to work; able to work in a 24/7 work environment (weekends, holidays, inclement weather) and any shift (day or night).
- Provide and relay emergency care instructions and guidance through text, phone, video imagery, live stream services.
- View and process emergency related imagery and video.
- Provide Emergency Medical and Emergency Fire Dispatch protocols and instructions to callers.
Benefits
- NTECC is an Equal Opportunity Employer and encourages applications from all persons without regard to race, creed, color, national origin, religion, gender, age, marital status, disability, sexual orientation, veteran status, or genetic information.
- NTECC provides reasonable accommodation to its employees and the public with disabilities, including veterans.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
