Overview
Position Title: 911 TELECOMMUNICATOR
Company: City Of Houston
Location: Houston, Texas, US
Job Description:
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. 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
Responsibilities:
- 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 (MapStar).
- Refers calls to City departments other than Police and Fire and outside governmental, social or community agencies.
- 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.
- May be required to be “on call” during emergency situations.
Requirements:
- For all 911 Telecommunicators, the job requires a combination of public service commitment and strong technical skills that can be learned during an on-the-job training period.