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

Senior 9-1-1 Telecommunicator

Applications accepted from: ALL PERSONS INTERESTED Division: Houston Emergency Network Workdays & Hours: ROTATING SHIFTS & OFF DAYS *subject to change* ABOUT US

Prior to September 2003, Houston had three emergency communications centers for 9-1-1: Neutral Public Safety Answering Point, Police Department Emergency Communications Division, and Fire Department Emergency Communications Operations. Each agency had separate answering centers, computer networks, and technical support. The development of the state-of-the-art Houston Emergency Center (HEC) consolidates all of these efforts. Along with HEC providing 24/7 round-the-clock emergency 9-1-1 services, the facility is a $50 million investment towards a secured facility equipped with state-of-the-art emergency communications technology. These advancements are utilized by the center's 9-1-1 call takers and emergency dispatchers from the Houston Police and Fire Departments. System upgrades include police dispatch, fire dispatch, fire records, fire alerting, and geographic information at a cost of approximately $12 million. Antiquated facilities have been replaced with an innovative and redundant complex that consolidates emergency communications. Beyond its daily operations, the facility's Emergency Operations Center, during times of incident activation, allows interface and constant communications with local, state, and federal agencies. The center's most significant benefit is the common protocol for interagency transaction exchange between 9-1-1, Police, Fire, EMS, and Emergency Management. The Houston Emergency Center is one of the most impressive and technology advanced emergency communications facility in the country.

Description Of Duties / Essential Functions

The Houston Emergency Center seeking a responsible and detail-oriented person for Senior 9-1-1 Telecommunicator SEPTEMBER 2026 CLASS. 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).

The Senior 9-1-1 Telecommunicator duties includes but is not limited to the following:

• 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.
• 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 the geographic display (MapStar).
• Provides assistance to 9-1-1 Telecommunicator personnel as necessary.
• Refers calls to City departments other than Police and Fire and outside governmental, social or community agencies.
• May be required to be "on call" or "onsite" during emergency operations.

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. 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. All positions in the Houston Emergency Center (HEC) are designated as TIER I (First Responder) employees and will require to work long hours in emergency or disaster situations that may require to be away from home and/or family for extended periods of time. Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required. MUST BE AVAILABLE TO WORK ANY OF THESE SHIFTS FOR THE FIRST TWO YEARS, OR ANY SHIFT CHANGESTHAT OCCUR. WILL NOT HAVE A PREFERENCE IN PICKING YOUR SHIFT. THE FIRST TWO (2) YEARS, WILLFLOAT AMONG THREE (3) SHIFTS, OR AS ASSIGNED. 6:00am – 2:30pm 2:00pm – 10:30pm 10:00pm – 6:30am