Senior 9-1-1 Telecommunicator (Fire/Ems)

Applications accepted from:  ALL PERSONS INTERESTED

Job Classification: Sr. 9-1-1 Telecommunicator

Division: Houston Emergency Network

Location: Houston Emergency Contact Center 5320 N. Shepherd

Work Days & Hours:  ROTATING SHIFTS & OFF DAYS

• Subject to change

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS

The Houston Emergency Center is seeking a responsible and detail-oriented person for Senior 9-1-1 Telecommunicator. 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).

• 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.

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

YOU MUST BE AVAILABLE TO WORK ANY OF THESE SHIFTS FOR THE FIRST TWO YEARS, OR ANY SHIFT CHANGES THAT OCCUR. YOU WILL NOT HAVE A PREFERENCE IN PICKING YOUR SHIFT.

THE FIRST TWO (2) YEARS YOU WILL FLOAT AMONG ALL THREE (3) SHIFTS

6:00am

• 2:30pm

2:00pm

• 10:30pm

10:00pm

• 6:30am

Or as Assigned

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

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. Shift work required, including days/nights/holidays and weekends. 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.

MINIMUM EDUCATIONAL REQUIREMENTS

Requires a high school diploma or a GED.

MINIMUM 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.

MINIMUM 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.

Preference will be given to those 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.

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, call (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 selected to 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 Employment Opportunity

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.