Police Communications Call Taker

City of San Antonio • Tx 78207, TX

2d • Onsite

About The Position

Under general supervision, the Police Communications Call Taker answers non-emergency and 911 emergency calls and texts to help residents obtain emergency services. The role operates telephone equipment and computer terminals in the Police Department, determines the nature and classification of service requests, and routes information and calls to Police Dispatchers or the appropriate governmental agency. The position exercises no supervision and works primarily in an office environment.

The position is a first-responder role supporting 911 operations during natural and manmade disasters, terrorism, extreme weather, and civil emergencies. The Public Safety Answering Point operates 24 hours a day, 7 days a week, 365 days a year. Training begins with four weeks of weekday classroom instruction, followed by on-the-job training that follows the trainer’s schedule and may include day, evening, overnight, weekend, and holiday shifts. After training, shifts are assigned according to business needs. Mandatory overtime and work outside scheduled hours may be required during emergencies.

The primary work location is Public Safety Headquarters, 315 S. Santa Rosa, San Antonio, Texas. The first reporting day and training location may be McCreless Storefront, 3850 S. New Braunfels, Suite 110, San Antonio, Texas.

Requirements

• High school diploma or GED equivalent recognized by the Texas Education Agency or a regional accrediting agency.
• One year of experience in public contact, either in person or by telephone.
• Pass a fingerprint-based Criminal Justice Information Systems (CJIS) background check and maintain CJIS eligibility.
• Obtain TCLOSE Telecommunicator Certification within one year of employment.
• Obtain TCIC/NCIC Full Access Certification within six months of employment.
• Meet the minimum telecommunicator requirements established by the Texas Commission on Law Enforcement (TCOLE) and meet and maintain TCOLE licensing requirements.
• If previously issued a TCOLE Telecommunicator License, be in good standing with an eligible license ready for appointment and remedy any deactivation or suspension before the start date.
• Be a United States citizen or naturalized United States citizen.
• Have an honorable military discharge, if applicable.
• Meet the stated criminal-history eligibility standards, including restrictions on specified misdemeanor and felony convictions, deferred adjudications, open arrests, and family violence convictions.
• Submit to required background investigations and provide truthful and accurate information throughout the application process.
• Pass pre-employment drug testing and background checks.
• Have knowledge of basic telephone techniques and public relations.
• Be able to learn applicable rules and regulations.
• Be able to hear clearly.
• Be able to input and retrieve data from computers.
• Be able to assist irate residents tactfully.
• Be able to work long hours requiring directed concentration.
• Be able to perform the position’s physical requirements, with or without accommodations.

Nice To Haves

• One year of experience as an Emergency Services Dispatcher and/or 911 Call Taker, or one year of experience in a high-call-volume contact center.
• Ability to pass the online TEEX State Telecommunicator Licensing Course within the first year of employment.
• Ability to type at least 35 words per minute.

Responsibilities

• Answer non-emergency and 911 emergency calls and texts.
• Determine the nature of emergencies, enter necessary information into the computer system, and route the data to Police Dispatchers.
• Route emergency telephone calls to the appropriate governmental agency.
• Assist Police Officers in obtaining services.
• Determine the classification of service requests and the applicable jurisdiction.
• Maintain a calm response in emergency situations.
• Support 911 operations during disasters, extreme weather, terrorism, and civil emergencies.
• Perform related duties and fulfill responsibilities as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED