Emergency Services Telecommunicator I

Position Overview
The Houston Emergency Center assists citizens of Houston with the most efficient, accurate and professional service when processing emergency calls. We are seeking qualified individuals for our September 2026 class who are interested in a dynamic career and share the same passion and commitment as a first responder when a citizen calls.

Description of Duties / Essential Functions

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.

Multi‑tasks between and operates various electronic telephone equipment, i.e., Vesta 9‑1‑1 and Cisco Telephone Systems.

Uses equipment to receive and transfer incoming calls, to replay calls for clarification and to process hearing impaired calls using a TDD device.

Enters essential call and location information into Windows Operating System and various applications of the Vesta 9‑1‑1 System to view and retrieve information efficiently.

Recognizes critical situations and alerts supervisor on complicated and unusual situations.

Physically locates 9‑1‑1 telephone calls and identifies vehicles' locations using the geographic display (MapStar).

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 situations.

Core Capabilities May Include

Remains calm, composed, undistracted and in full control of cognitive abilities while functioning appropriately in stressful situations.

Maintains rational cognitive/decision-making ability and emotional self‑control in situations or interactions that are personally offensive or which involve considerable stress or hostility.

Maintains composure and exercises restraint when verbally provoked in hostile or violent interactions.

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 provide service.

Has sufficient cognitive skills such as intelligence, concentration, and memory to be mentally alert, discern subtle cues of impending danger, and make rational decisions at a reasonable speed.

Has sufficient clarity of speech, hearing and other communication capabilities, enabling effective communication during emergency situations that may involve high noise levels.

Maintains a mental state of fitness and readiness to handle potentially serious or life‑threatening situations.

Is able to respond to and recover from stressful and adverse interactions.

May demonstrate truthfulness and directness.

Attends work on a regularly scheduled basis and, if necessary, remains onsite except for supervisory approved meal/breaks for the entire scheduled work shift. Additional duties may be performed as required.

Working Conditions
The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting up to 10 pounds. The position may involve exposure to less‑than‑optimal temperature and air conditions and modestly unpleasant situations. It requires coordinating gross motor movements in response to changing external stimuli within moderately demanding tolerances. All positions in the Houston Emergency Center are designated as TIER 1 (First Responder) employees and may require long hours in emergency or disaster situations that may keep an employee away from home or family for extended periods.

Minimum Requirements
Educational Requirements

High school diploma or GED.

Must pass city‑administered tests.

Experience Requirements

One (1) year of experience in a high‑volume telephone or customer service environment or a high‑stress environment.

A Certificate of Completion in Public Safety Telecommunicator from Houston Community College, or an equivalent certification from another accredited continuing education program that meets equivalent prerequisites, course hours, and outcomes may substitute for the experience requirement.

License Requirements

Must provide certification of successful completion or complete within one year a telecommunicator training program that complies with Texas Commission on Law Enforcement (TCOLE) guidelines.

Must maintain an active TCOLE license throughout employment.

Preferences

Experience in a public safety environment (e.g., Police, Ambulance or Fire) or prior telecommunicator experience.

Spanish bilingual skills (speak, read, write). Highly preferred.

Preference given to eligible veteran applicants as permitted by Executive Order 1‑6.

Salary Information
The pay grade for this position is 14. Factors used in determining the salary offered include the candidate’s qualifications as well as the pay rates of other employees in this classification.

Equal Opportunity Employment
The City of Houston is an Equal Opportunity Employer. The City 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 characteristic, including sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity or pregnancy.

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