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City of Austin - JOB DESCRIPTION

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911 Call Taker II
FLSA: Standard/Non-Exempt EEO Category: (30) Technicians
Class Code: 10386 Salary Grade: OG0
Approved: Last Revised: August 18, 2023

Purpose:
 

Under general supervision, this position is responsible for providing high level emergency communication response to citizens requesting a variety of services, and communication support to field units for emergency and police services and entering accurate and concise data into the Computer Aided Dispatch computer system.
Duties, Functions and Responsibilities:
  Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
  1. Operates 911 communications equipment to monitor and determine the exact nature of each request for service.
  2. Determines location and agency involvement of each incident as required.
  3. Receives, answers, and evaluates challenging and emergent situations from citizens requesting assistance and transfers to respective dispatcher as dictated by the situation and mandated in the department directives to respond to safety needs of citizens.
  4. Determines nature of complaint and alarm and code them for computer input.
  5. Enters incident data in computer, on appropriate form, or relays calls to appropriate personnel.
  6. Routes non-emergency calls to appropriate personnel and/or agency.
  7. Ensures calls provide quality response, direction, and document accurate and complete reports.
  8. Assists other call takers, mentors less tenured staff as needed and assists with escalated calls as directed.
Responsibilities - Supervisor and/or Leadership Exercised:
 
  • May provide leadership and guidance to others.
Knowledge, Skills, and Abilities:
  Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
  • Knowledge of the operations of a Police Emergency Communications Center.
  • Skill in oral and written communication.
  • Skill in handling conflict and uncertain situations.
  • Skill in handling multiple tasks and prioritizing.
  • Skill in using computers and related software applications.
  • Ability to work in close quarters and to wear a telephone headset.
  • Ability to apply telephone interviewing techniques.
  • Ability to quickly and accurately obtain appropriate information.
  • Ability to learn and communicate medical emergency pre-arrival instructions (EMD).
  • Ability to establish and maintain effective communication and working relationships with City employees and the public.
Minimum Qualifications:
 
  • Graduation from an accredited high school or equivalent plus two (2) years of experience as an emergency services dispatcher and/or 911 Call Taker. 6 months of which is in a City of Austin Police 911 Call Taker role.
Licenses and Certifications Required:
 
  • Current Intermediate TCOLE Certification and TCIC/NCIC certification.

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.