911 Call Analyst I

$45,947 - $52,241/Yr

Dallas Police Department - Dallas, TX

Full-time - Entry Level

Dallas, TX

Justice, Public Order, and Safety Activities

About the position

The 911 Call Analyst I position is an entry-level role focused on providing frontline service in a high-pressure environment. This position involves receiving and evaluating emergency and non-emergency calls, utilizing various technologies to assess situations, and ensuring appropriate responses from emergency services. The analyst must demonstrate effective communication skills and the ability to remain calm under pressure while interacting with a high volume of callers.

Responsibilities

• Receives and evaluates emergency and non-emergency calls from the public requesting police, fire, and EMS assistance.
• Uses various technologies to analyze the nature of emergency information received.
• Determines if the call is an emergency or non-emergency based on departmental policies and procedures.
• Inputs and transmits call information to the Police Dispatcher Analyst for appropriate emergency response.
• Identifies critical situations and alerts supervisors on complicated issues to ensure prompt police response.
• Interviews callers to obtain vital information for appropriate incident response.
• Provides immediate crisis intervention for aggressive callers to gather necessary information.
• Delivers accurate data and customer service to requests and inquiries.
• Works in a 24x7x365 emergency call center and may work additional hours during critical incidents.
• Performs other assigned duties as needed.

Requirements

• High School Diploma or GED.
• Two years of experience in customer service, including heavy phone contact in an emergency call center or similar role.
• Must obtain NCIC/TCIC/CJIS certification during the probationary period and renew annually.
• Must obtain Basic Telecommunicator License from Texas Commission on Law Enforcement (TCOLE) within the probationary period.

Nice-to-haves

• Knowledge of telephone etiquette and procedures.
• Thorough knowledge of streets and highways in the Dallas area.
• Knowledge of Crime Intervention procedures.
• Technical ability to operate emergency communications technologies and office technologies.
• Proficient communication skills, both verbally and in writing.
• Ability to exercise sound judgment and stay focused under pressure.

Benefits

• Health insurance
• Paid holidays
• Flexible scheduling
• Professional development opportunities