Call Analyst III

Job Title

911 Call Analyst III – City of Dallas

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911 Call Analyst III serves as the most senior first‑responder to customer requests and inquiries. The role is front‑line service and assists supervisors with training, mentoring 911 Call Analysts, and floor management.

• Documents and evaluates the daily progress of 911 Analysts and other department staff; identifies performance gaps, delivers appropriate training, and provides recommendations to the Supervisor on staff progress.
• Provides continuous guidance and mentoring regarding emergency and technical procedures.
• Receives and analyzes emergency calls and handles high‑visibility calls, sensitive data, and classified information as dictated by each scenario and mandated in departmental directives.
• Uses various technologies, including but not limited to 911 phone systems, computer‑aided dispatch systems, location software, and emerging emergency communications technologies to analyze the nature of emergency information received.
• Assists supervisors with resource allocation and training coordination, and occasionally handles lower‑level supervisory responsibilities.
• Works in a 24x7x365 emergency call center on an assigned shift, and may at times be required to work additional hours during critical incidents, inclement weather events, or incidents requiring additional resources.
• Makes independent decisions on complex situations requiring immediate attention and escalation.
• Performs other work as needed or assigned.

• Expert knowledge of principles and practices of training, supervision, and personnel mentoring.
• Expert skills in telephonic communication, etiquette, and procedures.
• Expert knowledge of streets and highways in the Dallas area.
• Superior ability to remain calm and respond with the appropriate level of customer service and professionalism in all circumstances.
• Expert knowledge of Crime Intervention procedures.
• Expert skill in operating emergency communications technologies, emails, and other office technologies to perform the functions of a 911 Call Analyst.
• Proficient and effective communication skills, both verbally and in writing, with clear and understandable voice and pronunciation.
• Ability to lead, provide guidance, mentor, and assist other call takers in various situations.
• Ability to quickly apply policies, procedures, and guidelines relating to emergency and non‑emergency situations.
• Ability to exercise sound judgment and stay calm and focused under pressure and various scenarios requiring quick response to emergency situations.
• Ability to deal with elevated stress level, de‑escalate emotions, and address potentially critical situations effectively and in a timely manner.
• Establishing and maintaining effective working relationships.

• High School Diploma or GED.

• Eight (8) years of experience in a heavy emergency call center environment with customer interaction and conflict resolution, dispute/ aggressive conduct remediation and/or complaint resolutions with some training and mentoring components.

• Must have TCIC/NCIC/CJIS Certification.
• Must have Advanced Telecommunicator License from Texas Commission on Law Enforcement (TCOLE).
• Must have Dallas Police Communications Training Officer (CTO) Certification.

• Must be a United States citizen.
• Availability to work varying shifts including nights, weekends, holidays, and overtime.
• Must pass an intensive background investigation and drug test.
• No Felony or Class A Misdemeanor convictions or current Class A or B deferred adjudication.
• No Class B Misdemeanor convictions within the last ten (10) years.
• No family violence convictions.
• Subject to Exam clearance.

$27.45 – $32.58 per hour. The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer.

Mid‑Senior level

Full‑time

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