Police Communications Call Taker

Full Job Description

Under general supervision, is responsible for answering non-emergency and 911 emergency calls, and text to assist residents in obtaining emergency services. Work involves the operation of telephone equipment and computer terminals in the Police Department. Working conditions are primarily in an office environment. Exercises no supervision.

Work Location
Public Safety Headquarters - 315 S. Santa Rosa, San Antonio, TX (78207)

Training location may be different:
1st Reporting Day: McCreless Storefront, 3850 S. New Braunfels, Suite 110, San Antonio, TX (78223)

Work Hours
Classroom hours are 7:45 a.m. - 4:30 p.m., Monday - Friday for the first four weeks. During the On-the-Job Training phase, work hours will mirror trainer's schedule and will include day, evenings, overnight shifts, weekends, and holidays. Once released, shift assigned will be based on business needs.

In this position you are a First Responder and expected to assist and support 911 operations during natural disasters, manmade disasters, terrorism, extreme weather, and civil emergencies. The 911 Public Safety Answering Point is staffed 24 hours a day, 7 days a week, 365 days a year to support emergency operations for the City of San Antonio. Because of this you may be required to work mandatory overtime and outside of your staff hours as needed in emergency situations.

Requirements

• Answers the 911 universal emergency telephone number in the Police Department.
• Determines the nature of the emergency, enters necessary information into the computer system and routes the data to the Police Dispatchers.
• Routes emergency telephone calls to the proper governmental agency.
• Assists Police Officers in obtaining services.
• Determines classification of service request and jurisdiction.
• Maintains a calm response to all emergency situations.
• Performs related duties and fulfills responsibilities as required.

Qualifications

• High school diploma or GED equivalent (recognized by the Texas Education Agency or a regional accrediting agency).
• One year of experience in public contact either in person or by telephone.

Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility.

Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.

• Must obtain TCLOSE Telecommunicator Certification within one (1) year of employment.
• Must obtain TCIC/NCIC, Full Access Certification within six (6) months of employment.
• Must pass Criminal Justice Information Systems (CJIS) background and maintain CJIS eligibility.
• Must meet the minimum requirements established by the Texas Commission on Law Enforcement for Telecommunicators.

State-Mandated Eligibility Requirements (in part)

• Applicants must meet and maintain Telecommunicator licensing requirements set forth by the Texas Commission on Law Enforcement (TCOLE).
• Applicants who have been issued a Telecommunicator License by TCOLE at any time must be in good standing and have an eligible license ready for appointment to the San Antonio Police Department.
• Applicants must remedy any TCOLE license deactivations or suspensions before their start date.
• TCOLE licensing requirements include a significant background check.
• Applicants must be United States citizens or naturalized United States citizens.
• Must possess an honorable discharge from the branch of the military in which the applicant served, if applicable.
• Applicants must pass a fingerprint-based Criminal Justice Information System background check meeting the requirements of the FBI and the Texas Department of Public Safety.
• Must not have a conviction for a Class B misdemeanor within the last ten (10) years from the date of conviction.
• Must not have a conviction for a Class A misdemeanor or higher.
• Must not have a conviction for family violence.
• Juvenile convictions are held to the same standard as adult convictions.
• Out-of-state convictions are held to the Texas equivalent.
• Must submit to a background investigation as required by state law.
• Must provide truthful and accurate information at all times during the application process.
• Any dishonesty discovered during the application process will result in automatic disqualification and the applicant being deemed permanently unsuitable for hire.
• A full list of requirements can be found at www.tcole.texas.gov.

Preferred Qualifications

• One (1) year of experience as an Emergency Services Dispatcher and/or 911 Call Taker, or one (1) year of experience in a high call-volume contact center.
• Ability to pass the online TEEX State Telecommunicator Licensing Course within the first year of employment.
• Ability to type at least 35 words per minute.

Applicant Information

Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job.

One year of full-time experience is defined as 30 or more hours worked per week for 12 months.

One year of higher education is defined as 30 credit hours completed at an accredited college or university.

Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification.

Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.

If selected for this position, official transcripts, diplomas, certifications, and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.

Additional Information

• Knowledge of basic telephone techniques and public relations.
• Ability to learn applicable rules and regulations.
• Ability to hear clearly.
• Ability to input and retrieve data from computers.
• Ability to assist irate residents with tactfulness.
• Ability to work long hours of directed concentration.
• Ability to perform all the physical requirements of the position, with or without accommodations.