9-1-1 Telecommunicator

9-1-1 Telecommunicator

The Houston Emergency Center assists citizens of Houston with the most efficient, accurate and professional service when processing emergency calls by taking care of each citizen, one call at a time. We are seeking qualified individuals who are interested in a dynamic career and share the same passion and commitment in being the first responder when a citizen calls. The successful candidate responds to citizens' requests for emergency services by determining the type of problem and transferring the 9-1-1 telephone calls to the appropriate agencies.

Emergency Communications work can be difficult but rewarding, allowing you to truly make a difference in the lives of fellow citizens. This position will involve the need for great focus and attentiveness during calls because the cost of mistakes can be life threatening. 9-1-1 Telecommunicators help determine the appropriate personnel required at the scene of emergency and nonemergency situations by performing the following duties:

• 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.
• Enters 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.

Core Capabilities may include:

• 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 (cases of child abuse, child molestation, sexual assault, extreme trauma or death, etc.) or which involve considerable stress or hostility.
• Maintain 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.
• Sufficient cognitive skills (i.e., intelligence, concentration, and memory) such that the employee is mentally alert, able to discern subtle cues of impending danger, and make rational decisions at a reasonable speed.
• Sufficient clarity of speech, hearing and other communication capabilities, which permits the employee to communicate effectively, including during emergency situations which may involve a high degree of noise.
• Maintains a mental state of fitness and readiness that will enable the employee to handle potentially serious or life-threatening situations.
• Able to respond to and recover from stressful and adverse interactions.
• Able to demonstrate truthfulness and directness.
• Duties include but are not limited to attendance at work on a regularly scheduled basis and, as necessary, be prepared to remain onsite, except for supervisory approved meal/breaks, for the entire scheduled work shift. May require performing other duties.

Full-time positions with the Houston Emergency Center are 40 hours per week on a rotating shift schedule including nights, weekends, and holidays. The department is staffed 24 hours a day, 7 days a week. Successful candidates must be able to work all shifts and have the flexibility to alter schedule based on…