Telecommunicator

Job Overview

Applications accepted from ALL PERSONS INTERESTED.

Job Classification: 9-1-1 Telecommunicator. Section: 9-1-1 Emergency Network. Reporting

Location:

5320 N. Shephard Drive.

Workdays &

Hours:

FULL-TIME – Rotating Shifts & Off Days (5:30am – 2:00pm, 1:30pm – 10:00pm, 9:30pm – 6:00am or as Assigned). Subject to change.

• Answers 9-1-1 emergency telephone calls from citizens or agencies for Police, Fire and Emergency Medical Services in a timely manner.
• Determines the nature and priority of the emergency and assists callers in a professional and efficient manner.
• Multi-tasks between and operates various electronic telephone equipment, i.e., Vesta 9-1-1 and Cisco Telephone Systems. Uses equipment to receive and transfer incoming calls, to replay calls for clarification and to process hearing impaired calls using a TDD device.
• Enter essential call and location information into Window's Operating System and various applications of the Vesta 9-1-1 System to view and retrieve information efficiently.
• Recognizes critical situations and alerts supervisor on complicated and unusual situations.
• Physically locates 9-1-1 telephone calls and identifies vehicles' locations using the geographic display (Map Star).
• Refers calls to City departments other than Police and Fire and outside governmental, social or community agencies.
• May be required to be "on call" or "onsite" during emergency situations.

• Remains calm, composed, undistracted and in full control of cognitive abilities while functioning appropriately in stressful situations.
• Maintains rational cognitive/decision-making ability and emotional self-control in situations or interactions that are personally offensive or involve considerable stress or hostility.
• Maintains composure and exercise restraint when verbally provoked in hostile or violent interactions.
• Gathers appropriate information in interactions and documents information accurately as provided.
• Interacts with a variety of people functioning under various emotional states to manage interpersonal conflicts, obtain or give information, give aid or to provide service.
• Exhibits sufficient cognitive skills such as intelligence, concentration, and memory to remain mentally alert and discern subtle cues of impending danger, making rational decisions at a reasonable speed.
• Demonstrates clarity of speech, hearing and other communication capabilities, permitting effective communication in high‑noise emergency situations.
• Maintains a mental state of fitness and readiness to handle potentially serious or life‑threatening situations.
• Responds to and recovers from stressful and adverse interactions.
• Demonstrates truthfulness and directness.
• Attends work on a scheduled basis and remains onsite as required, including supervisory approved meals, breaks, overtime, and on‑call time.

The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting up to 10 pounds. It involves moderate discomfort from exposure to suboptimal temperature and air conditions and occasional exposure to office chemicals. The role requires coordinated gross‑motor movements and visual‑hand coordination in response to changing stimuli within moderate tolerances.

Requires a high school diploma or a GED. Must pass City administered tests.

One (1) year of experience in a high‑volume telephone or customer service environment or a high‑stress environment is required.

Substitutions: A Certificate of Completion in Public Safety Telecommunicator from Houston Community College, or an equivalent certification from another accredited continuing education program that meets equivalent prerequisites, course hours, and outcomes may substitute for the experience requirement.

Must provide certification of successful completion of—or complete within one year of employment—a telecommunicator training program in compliance with the Texas Commission on Law Enforcement (TCOLE) guidelines and maintain an active TCOLE license throughout employment.

• Preference given to veteran applicants, provided…