911 Call Taker Trainee (FY24-Q4)

Position Purpose

• PLEASE READ BEFORE YOU APPLY! ***** Applicants must be available to work nights, weekends, holidays, AND overtime in a 24/7 operation without exception. Work schedules are set based upon the departments needs and seniority. Please only apply if you are available to work the shifts mentioned above. In addition, an intensive background investigation and drug test will be conducted as part of the hiring process. You must pass the Dallas Police Departments background process and the Civil Service exam to be considered for this position.
• First Responder Bonus & Incentive Pay! ********************
  
  

$3,000 bonus upon completion of Initial Probation

$150 First Responder incentive pay (monthly) once licensed as a Telecommunicator

The 911 Call Taker Trainee answers and handles emergency telephone calls requesting service in various areas, use computer terminal to ensure city service needs are met with efficiency and safety of field personnel.

Essential Functions

1 Under direct supervision and in training, receives and evaluates calls 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 to respond to safety needs of citizens.

2 Monitors two-way radio and multi-line telephone, answering, receiving, and broadcasting calls to officers; performs basic call taking work while training to handle more complex, emergent, and challenging situations.

3 Operates computer terminal to provide information to field personnel.

4 Assists , supports, and helps Fire, Police, and utility companies with routing and emergency notification; learns geographic layout and other key information necessary to be an effective 911 Call Taker.

5 Maintains numerous record logs for time, identification, type of service provided and location of officers.

6 Performs any and all other work as needed or assigned.

Minimum Qualifications

EDUCATION:

• High school diploma or GED.
  
  

EXPERIENCE:

• One (1) year of customer service experience in a call center environment.
  
  

EQUIVALENCIES:

• Thirty (30) completed college semester hours or more will meet the experience requirements.
• One (1) year as a sworn Peace Officer will meet the experience requirements.
• One (1) year as a Police Report Representative will meet the experience requirements.
• Active Basic Proficiency (or higher) Telecommunicator Certificate issued by the Texas Commission on Law Enforcement (TCOLE) will meet the experience requirements. *CritiCall exam will be waived .
  
  

OTHER REQUIRMENTS:

• Availability to work varying shifts including nights, weekends, holidays, and overtime.
• Must have own telephone or cellular phone.
• 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.
  
  

PREFERENCES:

• Bilingual skills are a plus.
• Ability to view and read information on computer monitors and maps.
• Ability to remain calm under pressure and accurately enter data.
  
  

ONLINE EXAM DESCRIPTION:

• Exam covers data entry, memory recall, spelling, prioritization, map reading, cross-referencing, and call summarization skills.
• Time Limit: N/A
• ***Please note: The CritiCall exam for this position can only be taken two (2) times within a six (6) month period. Practice Exam: https://criticall911.com/dispatcher-testing/applicants/
  
  

Supplemental Information

Knowledge, Skills & Abilities

1 Thorough knowledge of geographic layout of the City of Dallas.

2 Knowledge of computer operation, data entry, and dispatch codes.

3 Ability to communicate effectively both orally and in writing.

4 Ability to effectively respond to emergency and non-emergency communications in a calm manner.

5 Ability to read maps.

6 Ability to type a minimum of 30 words per minute.

7 Ability to operate a two-way multi-channel radio equipment and computer terminal.

8 Effective listening skills and ability to speak clearly and distinctly.

9 Working knowledge of other related agencies and city departments.

10 Communicating effectively verbally and in writing.

11 Establishing and maintaining effective working relationships.

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

For evaluation purposes, acceptable qualifying experience for all positions must have been in a paid capacity unless noted otherwise in the minimum qualifications for the posted position.

Additionally, 30+ hours per week will be counted as full-time employment and will receive full credit for the amount of time employed. A minimum of 15 through 29 work hours per week will be counted as part-time employment and will receive half credit for the amount of time employed.