Call Analyst II

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Under minimum guidance, 911 Call Analyst II serves as a journey level first-responder to the customer request and inquiries. The role is front-line service, interacts with heavy volume of callers, and assists in training more junior 911 Call Analysts.

The 911 Call Analyst II provides on the job (OJT) training to newly hired 911 Call Analysts, evaluates and documents the performance of 911 Call Analyst Is on all aspects of handling emergency and non-emergency calls, provides emergency communication response to citizens by analyzing the nature of callers’ incidents utilizing all best practices in caller questioning and use of current emergency communication technology, and requests fire, police, and/or ambulance to maintain the safety of citizens' and police employees’ lives and property.

• Receives and analyzes emergency and non-emergency calls and related data from the public requesting police, fire, and emergency medical service (EMS) assistance and transfers fire and ambulance calls to respective dispatcher as dictated by the situation and mandated in the departmental directives.
• Uses various technologies, including but not limited to 911 phone systems, computer aided dispatch systems, location software, and current/emerging emergency communications technologies to analyze the nature of emergency information received.
• Determines nature of an incident according to departmental prioritization standard and transmits call information to the Police Dispatcher Analysts for appropriate emergency service response.
• Provides continuous peer guidance regarding emergency and technical procedures.
• Documents and evaluates the daily progress of Analyst Is, identifies performance gaps, delivers appropriate training, and provides recommendations to the Training Supervisor on assigned progress.
• Makes efficient decisions to all incoming information and takes reasonable action to ensure the appropriate police response to incidents.
• Identifies critical situations and alerts all appropriate parties on complicated and unusual situations such as bomb threats, kidnapping, hostage, line trace, and other high-level issues to ensure prompt and appropriate police response to the situation.
• 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, and incidents requiring additional resources.
• Performs other work as needed or assigned.

• Thorough knowledge of principles and practices of training and mentoring.
• Expert skills in telephonic communication.
• Advanced knowledge of streets and highways in the Dallas area.
• Advanced knowledge of Crime Intervention procedures and ability to explain nuances.
• Ability to remain calm and respond with the appropriate levels of customer service and professionalism in all circumstances.
• Advanced skill in operating emergency communications technologies, emails, and other office technologies to perform the functions of a 911 Call Analyst.
• Proficient and effective communications skills, both verbally and in writing, with clear and understandable voice and pronunciation.
• Ability to communicate effectively verbally and in writing.
• Ability to guide and mentor team effectively.
• Ability to understand short and long-range strategies for program success.
• Ability to establish and maintain effective working relationships.

Minimum Qualifications:

High School Diploma or GED.

• Six (6) years of experience in customer service, of which at least four (4) years of heavy phone contact in an emergency call center, suicide hotline, client mediation, customer dispute, or complaints resolution role.

• Must have TCIC/NCIC/CJIS Certification.
• Must have Intermediate Telecommunicator License from Texas Commission on Law Enforcement (TCOLE).
• Must have Dallas Police Communications Certified 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.

$25.87 - $30.04. 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.