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City of Dallas · 1 week ago

911 Call Analyst II

1500 MARILLA

Full-time

Onsite

Mid, Senior Level

$25.87/hr - $30.04/hr

6+ years exp

The City of Dallas is committed to providing careers with purpose and is seeking a 911 Call Analyst II to serve as a journey level first-responder. This role involves handling emergency and non-emergency calls, providing training to junior analysts, and ensuring the safety of citizens through effective communication and response.

GovernmentInformation ServicesWeb Browsers

No H1B

U.S. Citizen Only

Responsibilities

Receives and analyzes emergency and non-emergency calls and related data from the public requesting police, fire, and emergency medical service (EMS) assistance and transfers fire and ambulance calls to respective dispatcher as dictated by the situation and mandated in the departmental directives

Uses various technologies, including but not limited to 911 phone systems, computer aided dispatch systems, location software, and current/emerging emergency communications technologies to analyze the nature of emergency information received

Determines nature of an incident according to departmental prioritization standard and transmits call information to the Police Dispatcher Analysts for appropriate emergency service response

Provides continuous peer guidance regarding emergency and technical procedures

Documents and evaluates the daily progress of Analyst Is, identifies performance gaps, delivers appropriate training, and provides recommendations to the Training Supervisor on assigned progress

Makes efficient decisions to all incoming information and takes reasonable action to ensure the appropriate police response to incidents

Identifies critical situations and alerts all appropriate parties on complicated and unusual situations such as bomb threats, kidnapping, hostage, line trace, and other high-level issues to ensure prompt and appropriate police response to the situation

Works in a 24x7x365 emergency call center, on an assigned shift, and may at times be required to work additional hours during critical incidents, inclement weather events, and incidents requiring additional resources

Performs other work as needed or assigned

Qualification

TCIC/NCIC/CJIS CertificationTelecommunicator LicenseDallas Police Communications CTO CertificationTelephonic communicationEmergency communications technologyTrainingCustomer serviceTeam guidanceMentoringEffective communicationRelationship building

Required

High School Diploma or GED

Six (6) years of experience in customer service, of which at least four (4) years of heavy phone contact in an emergency call center, suicide hotline, client mediation, customer dispute, or complaints resolution role

Must have TCIC/NCIC/CJIS Certification

Must have Intermediate Telecommunicator License from Texas Commission on Law Enforcement (TCOLE)

Must have Dallas Police Communications Certified Training Officer (CTO) Certification

Must be a United States citizen

Availability to work varying shifts including nights, weekends, holidays, and overtime

Must pass an intensive background investigation and drug test

No Felony or Class A Misdemeanor convictions or current Class A or B deferred adjudication

No Class B Misdemeanor convictions within the last ten (10) years

No family violence convictions

Subject to Exam clearance