SENIOR 9-1-1 TELECOMMUNICATOR (CTO)

POSITION OVERVIEW

Applications accepted from:  HOUSTON EMERGENCY CENTER EMPLOYEES ONLY 
Division: HEC 911 Network
Workdays & Hours: Rotating Shifts & Off Days* 

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The Houston Emergency Center assists citizens of Houston with the most efficient, accurate and professional service when processing emergency calls by taking care of the citizens, one call at a time. We are seeking qualified individuals who share the same passion and commitment in being the First Responders when a citizen calls. Emergency Communications work can be difficult but rewarding, allowing you to truly make a difference in the lives of fellow citizens. This position will involve the need for great focus and attentiveness during calls because the cost of mistakes can be life threatening. Senior 9-1-1 Telecommunicator CTO helps determine the appropriate personnel required at the scene of emergency and non-emergency situations by performing the following duties:
 

• Provides "hands-on" training and assistance Senior 9-1-1 Telecommunicator Fire/EMS personnel. Evaluates call handling procedures, documentation, and equipment usage.
• 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.
• 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.
• Answers 9-1-1 emergency telephone calls from citizens or agencies for Police, Fire and Emergency Medical Services in a timely manner.
• Recognizes critical situations and alerts supervisor on complicated and unusual situations such as equipment failures and/or data discrepancies.
• Operates various electronic telephone equipment, i.e., NG VESTA to receive and transfer incoming calls, to process hearing impaired calls using a TDD device, enter essential call and location information, and Agent 511 Texting software.
• Physically locates 9-1-1 telephone calls and identifies vehicles' locations using geographic display (Maps).
• May be required to be “on call” or “onsite” during emergency operations.
• 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.
• Sufficient clarity of speech, hearing and other communication capabilities which allows 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.
• 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.
• Able to respond to and recover from stressful and adverse interactions.
• Able to demonstrate truthfulness and directness.
• Adheres to all Policy, Procedures, Standards, Directives, and Regulations.
• Performs other duties as assigned. 
• Duties include but are not limited to attendance at work on a regularly scheduled basis and, as necessary, being prepared to remain onsite, except for supervisory approved meal/breaks, for the entire scheduled work shift. May require performing other duties.
• Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.

Full-time positions with the Houston Emergency Center are 40 hours per week on a rotating shift schedule including nights, weekends, and holidays. The department is staffed 24 hours a day, 7 days a week. Successful candidates must be able to work all shifts and have the flexibility to alter schedules based on departmental and operational need. Mandatory overtime will be required during critical incidents or to maintain staffing levels. On-call time is also mandatory. For all Senior 911 Telecommunicators CTO, the job requires a combination of public service commitment and strong technical skills that can be learned during an on-the-job training period.
 
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.
  
 Day Shift:       6:00am – 2:30pm
 Evening Shift: 2:00pm – 10:30pm
 Night Shift:     10:00pm – 6:30am
* SUBJECT TO CHANGE *
 
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. 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. Requires the ability to make coordinated gross motor movements in response to changing external stimuli within moderately demanding tolerances; or the ability to make coordinated eye/hand movements on a patterned response space within low tolerance demands with no real speed requirements.

MINIMUM REQUIREMENTS

MINIMUM EDUCATIONAL REQUIREMENT
Requires a high school diploma or a GED.
 
MINIMUM EXPERIENCE REQUIREMENT 
Two years of experience as a Senior 9-1-1 Telecommunicator in an emergency communications facility; or two years of experience as a call taker in Fire/EMS environment served by an Enhanced 9-1-1 System are required.
 
MINIMUM LICENSE REQUIREMENT 
Must provide certification of the 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. Must provide certification of successful completion of a Public Safety Communications Training Officer (CTO) program at the time of hire or within 3 months.

PREFERENCES

PREFERENCES:
** Preference shall be given to individuals that have an Associate Degree or higher in Business Administration, Public Administration, Social Science, General Studies, or a closely related field .****

High preference will be given to those applicants with experience in a Public Safety Answering Point (PSAP) Center or similar emergency call center environment processing Fire/EMS emergency calls. High preference will be given to applicants with successful completion of a higher level of education. Bilingual skills (Spanish: speak, read, and write) are highly preferred. Internal candidates who meet the minimum qualifications and possess a Telecommunicator license in accordance with the Texas Commission on Law Enforcement (TCOLE) are strongly preferred. Due to constant communication with citizens, quality customer service experience and effective supervisory skills are critical.
 
***Selection factors may also include knowledge of City of Houston Freeways and of emergency services and communication operations, telephone practices and procedures experience, standard office practices, procedures and equipment, knowledge of applicable laws, codes, statues, regulations, policies, and procedures of local law enforcement agencies. Ability to think and act quickly and calmly in emergency situations, promptly prioritize, and make correct decisions to process calls, remain seated for long periods of time, read, and comprehend technical and professional journals, manuals, procedures, and instructions: maps, layouts, memos, summaries, reports, and evaluations. Ability to write sentences, relay information and details, speak calmly, clearly and concisely to best serve the citizen, understand the emotional state of callers and remain emotionally detached, work confidentially and with discretion, multi-task and complete work with numerous interruptions, adhere to appropriate and professional dress and grooming standards, function accurately and efficiently under intense pressure and supervision, hear and comprehend normal telephone communications, establish and maintain effective working relationships with staff and maintain teamwork within the organization,  establish and maintain effective public/employee relations and deal effectively with people in a multi-cultural society, work overtime on different shifts, manage employees with professionalism and tact. Internal and rehire candidates’ discipline and attendance history may be considered.  

**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.**

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED    
None however, May be required to pass a city-administered skills test or PC keyboard test (proficiency of 30wpm required) and/or a CritiCall skills assessment test to move further through the selection process.
 
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: 18

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 832-393-6051.

If you need special services or accommodations, call 832-393-6051. (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 Opportunity Employment 
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.

Benefits

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 13 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html
 

Supplemental Questions

Required Question

Agency Information

EmployerCity of HoustonAddress 901 Bagby St

Houston, Texas, 77002 Website https://www.houstontx.gov/