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City of Dallas · 1 week ago

911 Call Analyst III

Dallas, TX

Full-time

Onsite

Senior Level, Lead/Staff

$27.45/hr - $32.58/hr

8+ years exp

The City of Dallas is seeking a 911 Call Analyst III to serve as the most senior first-responder for customer requests and inquiries. This role involves training and mentoring other analysts, providing subject matter expertise on emergency call analysis, and overseeing daily operations in a 24x7 emergency call center.

GovernmentInformation ServicesWeb Browsers

No H1B

U.S. Citizen Only

Responsibilities

Documents and evaluates the daily progress of 911 Analysts and other department staff; identifies performance gaps, delivers appropriate training, and provides recommendations to the Supervisor on staff progress

Provides continuous guidance and mentoring regarding emergency and technical procedures

Receives and analyzes emergency calls and handles high visibility calls, sensitive data and classified information, as dictated by each scenario 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

Assists supervisors with resource allocation and training coordination, and occasionally handles lower-level supervisor responsibilities

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

Makes independent decisions on complex situations requiring immediate attention and escalation

Performs other work as needed or assigned

Qualification

Emergency communications technologiesTrainingTelephonic communicationMentoringCrime Intervention proceduresDallas area knowledgeConflict resolutionCustomer serviceSound judgmentEffective working relationships

Required

High School Diploma or GED

Eight (8) years of experience in heavy emergency call center environment with customer interaction and conflict resolution, dispute and aggressive conduct remediation and/or complaint resolutions with some training and mentoring components

Must have TCIC/NCIC/CJIS Certification

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

Must have Dallas Police Communications 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