911 Call Taker I

About the position The City of Austin is seeking a dedicated and detail-oriented individual for the position of 911 Call Taker I within the Police Headquarters division. This full-time role is critical in ensuring the safety and well-being of the community by efficiently handling emergency calls. The successful candidate will operate 911 communications equipment to monitor and assess the nature of each request for service, determining the appropriate response and agency involvement. This position requires the ability to receive, answer, and manage calls from citizens in need of assistance, transferring them to the respective dispatcher as necessary. The 911 Call Taker I will also be responsible for coding complaints and alarms for computer input, entering incident data accurately, and routing non-emergency calls to the appropriate personnel or agency. Candidates must be prepared for a rigorous hiring process that may take up to three months, including a skills assessment test to evaluate typing proficiency of at least 35 net words per minute. The position requires obtaining the Texas Commission on Law Enforcement (TCOLE) Telecommunicator License within one year of employment and TCIC/NCIC certification within six months. Training for new employees will last between 10 to 12 weeks, during which they will learn essential skills and procedures necessary for effective communication in emergency situations. The work environment is dynamic, requiring flexibility in scheduling as the role involves shift work that varies between 8, 10, and 12-hour shifts. Employees must be available for various shifts and days off, including weekends and holidays, to meet the demands of a 24/7 emergency response operation. The starting salary for this position is $24.04 per hour, with potential advancement to 911 Call Taker II after six months, contingent upon meeting the minimum qualifications and performance standards.

Responsibilities

• Operate 911 communications equipment to monitor and determine the exact nature of each request for service. ,
• Determine location and agency involvement of each incident as required. ,
• Receive, answer, and handle calls from citizens requesting assistance and transfer to respective dispatcher as dictated by the situation. ,
• Determine nature of complaint and alarm and code them for computer input. ,
• Enter incident data in computer, on appropriate form, or relay calls to appropriate personnel. ,
• Route non-emergency calls to appropriate personnel and/or agency.

Requirements

• Graduation from an accredited high school or equivalent. ,
• Must be able to obtain TCOLE Certification within one (1) year of employment. ,
• Must be able to obtain TCIC/NCIC certification within six (6) months of employment. ,
• Ability to type at least 35 net words per minute is required. ,
• Must show proof of U.S. citizenship. Nice-to-haves
• Previous experience in a call center or emergency response environment is preferred. ,
• Familiarity with police emergency communications operations.

Benefits

• Health Insurance ,
• Vacation & Paid Time Off ,
• Retirement Plan ,
• First Responder Pay of $150/month after licensing.

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