Senior 9-1-1 Telecommunicator

Job Description:

Senior 9-1-1 Telecommunicator

Description

POSITION OVERVIEW

Applications accepted from: ALL PERSONS INTERESTED

Division: Houston Emergency Network
Workdays & Hours: ROTATING SHIFTS & OFF DAYS
*subject to change

ABOUT US
Prior to September 2003, Houston had three emergency communications centers for 9-1-1: Neutral Public Safety Answering Point, Police Department Emergency Communications Division, and Fire Department Emergency Communications Operations. Each agency had separate answering centers, computer networks, and technical support. The development of the state-of-the-art Houston Emergency Center (HEC) consolidates all of these efforts. Along with HEC providing 24/7 round-the-clock emergency 9-1-1 services, the facility is a $50 million investment towards a secured facility equipped with state-of-the-art emergency communications technology. These advancements are utilized by the center's 9-1-1 call takers and emergency dispatchers from the Houston Police and Fire Departments. System upgrades include police dispatch, fire dispatch, fire records, fire alerting, and geographic information at a cost of approximately $12 million. Antiquated facilities have been replaced with an innovative and redundant complex that consolidates emergency communications. Beyond its daily operations, the facility's Emergency Operations Center, during times of incident activation, allows interface and constant communications with local, state, and federal agencies. The center's most significant benefit is the common protocol for interagency transaction exchange between 9-1-1, Police, Fire, EMS, and Emergency Management. The Houston Emergency Center is one of the most impressive and technology advanced emergency communications facility in the country.

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS

The Houston Emergency Center seeking a responsible and detail-oriented person for Senior 9-1-1 Telecommunicator 2026 FEBUARY CLASS . This position is responsible for receiving and processing all emergency calls by telephone including request for emergency assistance for fire related incidents as well as for emergency medical situations. Responsibilities also include entering data into the Computer Aided Dispatch System; operate associated digital telephone and recording equipment; operating a telecommunications device for the hearing impaired (TDD). Provide pre-arrival instructions to citizens requesting assistance from Houston EMS. Responsibilities will also include processing combined event calls (calls requiring both Fire/EMS and police related emergencies).

The Senior 9-1-1 Telecommunicator duties includes but is not limited to the following:

• 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.
• Recognizes critical situations and alerts supervisor on complicated and unusual situations such as equipment failures and/or data discrepancies.
• Operates various electronic telephone equipment, i.e., NG VESTA to receive and transfer incoming calls, to process hearing impaired calls using a TDD device, enter essential call and location information, and Agent 511 Texting software.
• Physically locates 9-1-1 telephone calls and identifies vehicles' locations using the geographic display (MapStar).
• Provides assistance to 9-1-1 Telecommunicator personnel as necessary.
• 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 operations.

Core Capabilities may include:

• 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.
• Provides prompt reporting of equipment failures and/or data discrepancies. Ensures data discrepancies are reconciled.
• Utilizes Key Map, Telephone Directories and other resources to provide information to caller.
• Ability to utilize the Plant Vesta Systems in a CTI environment, Agent 511 Texting software.
• Duties include but are not limited to attendance at work on a regularly schedule basis and, as necessary, be prepared to remain onsite beyond your assigned shift, and when weather or natural disasters exist.
• Perform other duties as assigned.

WORKING CONDITIONS

The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials of up to 10 pounds. Position requires a considerable amount of sitting for long periods of time. There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations, as with occasional exposure to office chemicals and/or extensive use of a video display terminal.


All positions in the Houston Emergency Center (HEC) are designated as TIER I (First Responder) employees and will require to work long hours in emergency or disaster situations that may require to be away from home and/or family for extended periods of time.

Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.

MUST BE AVAILABLE TO WORK ANY OF THESE SHIFTS FOR THE FIRST TWO YEARS, OR ANY SHIFT CHANGESTHAT OCCUR. WILL NOT HAVE A PREFERENCE IN PICKING YOUR SHIFT. THE FIRST TWO (2) YEARS, WILLFLOAT AMONG THREE (3) SHIFTS, OR AS ASSIGNED.
6:00am - 2:30pm
2:00pm - 10:30pm
10:00pm - 6:30am

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS

Two years of experience as a Telecommunicator in an emergency communications facility or as a call taker in an environment served by an Enhanced 9-1-1 System are required.

LICENSE REQUIREMENTS

Must provide certification of successful completion of a telecommunications training program in compliance with the Texas Commission on Law Enforcement (TCOLE) guidelines within one year of hire/promotion date. Must maintain compliance with all TCOLE rules and regulations once licensed.

PREFERENCES

Preference will be given to qualified applicants with experience in an environment similar to Public Safety (e.g., Police, Ambulance or Fire). Bilingual skills (Spanish: speak, read, and write) are highly preferred. Due to constant communication with citizens, quality customer service experience is critical.

**Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED

Must be able to pass a City-administered PC keyboard test proficiency of 30wpm and a CritiCall skills assessment test to move further through the selection process. Applicant also must pass hearing test, psychological evaluation, and thorough background / employment / education checks and successful interview.

SAFETY IMPACT POSITION YES

If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

SALARY INFORMATION

Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.

Pay Grade: 16

APPLICATION PROCEDURES

Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period.

Applications must be submitted online at: www.houstontx.gov

To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-2788.

If you need special services or accommodations, or call 832-393-2788 (TTY 7-1-1).If you need login assistance or technical support call 855-524-5627.

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selectedto advance in our recruitment process.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.


EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 11 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

Closing Date/Time: 11/12/2025 11:59 PM Central

Salary:

$26.31 - $28.90 Hourly