911 Call Analyst I

Under direct supervision, 911 Call Analyst I serves as an entry level first-responder to customer requests and inquiries. The role is frontline service oriented and interacts with a heavy volume of callers.

Responsibilities:

1. Receives and evaluates 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.
2. Uses various technologies, included 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.
3. Properly determines if the call is an emergency or non-emergency, based on Department’s policies and procedures and applies policies, procedures, and guidelines relating to crime intervention, safety of citizens and emergency response personnel, and prevents liabilities.
4. Determines nature of the incident according to departmental prioritization standard and inputs and transmits call information to the Police Dispatcher Analyst for appropriate emergency response.
5. Makes efficient decisions to all incoming information. Identifies critical situations and alerts supervisor 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.
6. Thoroughly interviews callers to obtain all vital and necessary information to ensure an appropriate response to incidents and document details pertaining to emergency and non-emergency situations.
7. Provides immediate crisis intervention for aggressive and agitated callers to calm them enough to get the necessary information to respond to the call.
8. Provides accurate data, complaint resolution, and customer service to requests and inquiries.
9. 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.
10. Performs other work as needed or assigned.

EDUCATION:

• High School Diploma or GED.

EXPERIENCE:

• Two (2) years of experience in customer service to include one or more of the following: heavy phone contact in an emergency call center, suicide hotline, client mediation, customer dispute, or complaints resolution role.

LICENSES AND CERTIFICATIONS:

• Must obtain NCIC/TCIC/CJIS certification during the probationary period and renew the certification every year.
• Must obtain Basic Telecommunicator License from Texas Commission on Law Enforcement (TCOLE) within the probationary period.

OTHER REQUIREMENTS:

• Availability to work varying shifts including nights, weekends, holidays, and overtime.
• Must pass an intensive background investigation and drug test.
• Must obtain a Texas Commission on Law Enforcement (TCOLE) certification during probationary period.
• No FELONY or Class A MISDEMEANOR convictions.
• No Class B MISDEMEANOR convictions within the last ten (10) years.
• No family violence convictions.
• Cannot currently be on deferred adjudication for any FELONY, Class A or Class B MISDEMEANOR.

ONLINE EXAM DESCRIPTION:

• Exam covers data entry, memory recall, spelling, prioritization, map reading, cross-referencing, and call summarization skills.
• Time Limit: N/A
• Practice Exam:

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of telephone etiquette and procedures.
• Thorough knowledge of streets and highways in the Dallas area.
• Ability to remain calm and respond with the appropriate levels of customer service and professionalism in all circumstances.
• Knowledge of Crime Intervention procedures.
• Technical ability to operate emergency communications technologies, emails, and other office technologies to perform the functions of a 911 Call Analyst.
• Proficient and effective communication skills, both verbally and in writing, with clear and understandable voice and pronunciation.
• Ability to quickly apply policies, procedures, and guidelines relating to emergency and non-emergency situations.
• Ability to exercise sound judgment and stay focused under pressure and various scenarios requiring quick response to emergency situations.
• Establishing and maintaining effective working relationships.
• Ability to deal with stressful situations.