911 Call Taker

Job Summary

Reporting directly to a Telecom Supervisor, responsible for answering, processing, and transferring emergency and non-emergency calls from multi-line phone systems.

Examples Of Work Performed

• Answers, processes, and transfers emergency and non-emergency calls from multi-line phone systems
• Processes teletype information and complete in-house system computer searches
• Maintains data entry log of all phone calls in Computer Aided Dispatch (CAD) system
• Processes teletype (TLETS) information and complete in-house system computer searches
• Maintains professionalism and confidentiality in all matters
• Maintains proficiency in all aspects of Emergency Communications; maintains licensing, certifications, and credentialing standards
• Informs direct supervisor of concerns regarding work progress, barriers, and red flags
• Coordinates with all emergency service groups in the county and region; works with state and federal agencies as needed
• Attends meetings, conferences, workshops, and training sessions and reviews publications and audio-visual materials to become and remain current on principles, practices, and new developments in assigned work areas
• Obtains access to TCIC/NCIC/TLETS systems
• Readily complies with departmental and county-wide policies and procedures
• Performs special duties as assigned

Organization Relationships

• Reports directly to – Telecom Supervisor
• Direct Reports – No

Physical Demands

• Position involves occasionally lifting objects weighing over 50 lbs.
• Position involves speaking and hearing English clearly
• Position involves maintaining composure during extremely stressful situations for extended periods of time
• Position involves being stationary at a communications console for extended lengths of time
• Position involves continual use of a computer keyboard and other peripheral devices

Environmental Factors

• Work is primarily indoors in an air-conditioned environment
• High-volume, fast-paced environment dealing with life-threatening situations
• Constant contact with the public under duress and in crisis situations; exposure to psychological and emotional stress of the public and public safety personnel

Irregular Hours

• Shift work to cover a 24-hour operation to include nights, weekends, and holidays
• Occasionally required to work mandatory overtime and be available for emergency callback at any time
• Required department training may occur on scheduled days off
• Essential Personnel for Emergency Situations; discretion of Department Director
• Regular attendance is required

Minimum Qualifications

• High school diploma or equivalent
• Two (2) years of customer service experience; OR an equivalent combination of education and experience
• Data entry and typing efficiency at a minimum of 35 wpm
• Knowledge of modern office procedures and computer equipment
• Must meet eligibility requirements to be granted systems access to TCIC/NCIC/TLETS systems per the CJIS Security Policy

Licenses and Certifications

Required within thirty (30) days of employment

• Valid driver's license

Required within ninety (90) days of employment

• Texas Commission on Law Enforcement (TCOLE) Telecommunicator license
• Williamson County Emergency Communications (WCEC) credentialing in call taking

Required within one (1) year of employment

• Telecommunications Device for the Deaf (TDD) certification
• Texas Law Enforcement Telecommunications System (TLETS), Texas Crime Information Center (TCIC), and National Crime Information Center (NCIC) full access certifications
• Federal Emergency Management Agency (FEMA) Incident Command System (ICS) 100, 200, 700, 800
• CPR/AED certification
• International Academy of Emergency Dispatch (IAED), Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), and Emergency Police Dispatch (EPD) certifications
• Williamson County Emergency Communications (WCEC) credentialing in:
  • call taking

Preferred Qualifications

• Currently licensed as Telecommunicator by TCOLE
• Two (2) years of experience working in public safety as a 911 call taker,
• Additional certifications in law enforcement, fire, emergency medical services, communications, and/or emergency management
• Bilingual (Spanish)

Employment Testing

Employment is contingent on passing any post-offer pre-employment screening as listed below:

• Criminal background check: Yes
• Motor Vehicle Record check: Yes
• Drug screening: Yes
• Physical exam: Yes
• Psychological exam: Yes
• Additional: Hearing exam

Supplemental Information

A Williamson County online application (resumes alone are not sufficient) must be received before the position is closed. Positions are open until filled, subject to close at any time after five (5) calendar days. The Human Resources Department is located at 100 Wilco Way, Georgetown, TX 78626.

Williamson County is an Equal Opportunity Employer and complies with the Americans with Disabilities Act and Uniformed Services Employment and Reemployment Rights Act (USERRA). If you require an accommodation in order to apply for a position, please request assistance from the Human Resources Department.

Tobacco Free Workplace Policy

Williamson County is a tobacco free workplace. The use of tobacco products (e.g., cigarettes, cigars, pipes, snuff, chew, etc.) and Electronic Nicotine Delivery Systems (ENDS) (e.g., vapor, e-cigarettes, etc.) is prohibited on all Williamson County premises. Employees who violate this policy are subject to appropriate disciplinary action up to and including termination of employment.