9-1-1 Telecommunicator
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9-1-1 Telecommunicator
Salary
$20.20 - $22.46 Hourly
Location
5320 North Shepherd
Job Type
Full Time
Job Number
38132
Department
Houston Emergency Center
Opening Date
02/06/2026
Closing Date
2/13/2026 11:59 PM Central
Description
Benefits
Questions
POSITION OVERVIEW
Applications accepted from: ALL PERSONS INTERESTED
Job Classification: 9-1-1 Telecommunicator
Section: 9-1-1 Emergency Network
Reporting Location: 5320 N. Shephard Drive
Workdays & Hours: FULL-TIME - Rotating Shifts & Off Days*
(5:30am - 2:00pm, 1:30pm - 10:00pm, 9:30pm - 6:00am or as Assigned) Subject to change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The Houston Emergency Center assists citizens of Houston with the most efficient, accurate and professional service when processing emergency calls by taking care of each citizen, one call at a time. We are seeking qualified individuals FOR OUR MAY 2026 CLASS who are interested in a dynamic career and share the same passion and commitment in being the first responder when a citizen calls. The successful candidate responds to citizens' requests for emergency services by determining the @type of problem and transferring the 9-1-1 telephone calls to the appropriate agencies.
Emergency Communications work can be difficult but rewarding, allowing you to truly make a difference in the lives of fellow citizens. This position will involve the need for great focus and attentiveness during calls because the cost of mistakes can be life threatening. 9-1-1 Telecommunicators help determine the appropriate personnel required at the scene of emergency and nonemergency situations by performing the following duties:
Answers 9-1-1 emergency telephone calls from citizens or agencies for Police, Fire and Emergency Medical Services in a timely manner.
Determines the nature and priority of the emergency and assists callers in a professional and efficient manner.
Multi-tasks between and operates various electronic telephone equipment, i.e., Vesta 9-1-1 and Cisco Telephone Systems. Uses equipment to receive and transfer incoming calls, to replay calls for clarification and to process hearing impaired calls using a TDD device.
Enters essential call and location information into Window's Operating System and various applications of the Vesta 9-1-1 System to view and retrieve information efficiently.
Recognizes critical situations and alerts supervisor on complicated and unusual situations.
Physically locates 9-1-1 telephone calls and identifies vehicles' locations using the geographic display (MapStar).
Refers calls to City departments other than Police and Fire and outside governmental, social or community agencies.
May be required to be "on call" or "onsite" during emergency situations.
Core Capabilities may include:
Remains calm, composed, undistracted and in full control of cognitive abilities while functioning appropriately in stressful situations.
Maintains rational cognitive/decision-making ability and emotional self-control in situations or interactions that are personally offensive (cases of child abuse, child molestation, sexual assault, extreme trauma or death, etc.) or which involve considerable stress or hostility.
Maintain composure and exercise restraint when verbally provoked in hostile or violent interactions.
Gathers appropriate information in interactions and documents information accurately as provided.
Interacts with a variety of people functioning under various emotional states to manage interpersonal conflicts, obtain or give information, give aid or to provide service.
Sufficient cognitive skills (i.e., intelligence, concentration, and memory) such that the employee is mentally alert, able to discern subtle cues of impending danger, and make rational decisions at a reasonable speed.
Sufficient clarity of speech, hearing and other communication capabilities, which permits the employee to communicate effectively, including during emergency situations which may involve a high degree of noise.
Maintains a mental state of fitness and readiness that will enable the employee to handle potentially serious or life-threatening situations.
Able to respond to and recover from stressful and adverse interactions.
Able to demonstrate truthfulness and directness.
Duties include but are not limited to attendance at work on a regularly scheduled basis and, as necessary, be prepared to remain onsite, except for supervisory approved meal/breaks, for the entire scheduled work shift. May require performing other duties.
Full-time positions with the Houston Emergency Center are 40 hours per week on a rotating shift schedule including nights, weekends, and holidays. The department is staffed 24 hours a day, 7 days a week. Successful candidates must be able to work all shifts and have the flexibility to alter schedule based on departmental and operational need. Mandatory overtime will be required during critical incidents or to maintain staffing levels. On call time is also mandatory.
For all 911 Telecommunicators, the job requires a combination of public service commitment and strong technical skills that can be learned during an on-the-job training period.
MUST BE AVAILABLE TO WORK ANY SHIFTS FOR THE FIRST TWO YEARS, OR ANY SHIFT CHANGES THAT OCCUR. PICKING A SHIFT WILL NOT BE A PREFERENCE.
WORKING CONDITIONS
The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials up to 10 pounds. There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations, as with occasional exposure to office chemicals and/or extensive use of a video display terminal. Requires the ability to make coordinated gross motor movements in response to changing external stimuli within moderately demanding tolerances; or the ability to make coordinated eye/hand movements on a patterned response space within low tolerance demands with no real speed requirements.
All positions in the Houston Emergency Center (HEC) are designated as TIER 1 (First Responder) employees and will require you to work long hours in emergency or disaster situations that may require you to be away from your home and/or family for extended periods of time.
Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.
Must maintain compliance with all TCOLE rules and regulations once licensed.
MINIMUM REQUIREMENTS
EDUCATIONAL REQUIREMENTS
Requires a high school diploma or a GED. Must pass City administered tests.
EXPERIENCE REQUIREMENTS
One (1) year of experience in a high-volume telephone or customer service environment or a high stress environment is required.
Substitutions: A Certificate of Completion in Public Safety Telecommunicator from Houston Community College, or an equivalent certification from another accredited continuing education program that meets equivalent prerequisites, course hours, and outcomes may substitute for the experience requirement.
LICENSE REQUIREMENTS
Must provide certification of successful completion of or complete within one year of employment a telecommunicator training program in compliance with the Texas Commission on Law Enforcement (TCOLE) guidelines and must continue to maintain an active TCOLE license throughout employment with the department.
PREFERENCES
Preference will be given to those applicants with experience in an environment similar to public safety (e.g., Police, Ambulance or Fire), or with previous Telecommunicator experience. Bilingual skills (Spanish: speak, read, and write) are highly preferred. Due to constant communication with citizens, quality customer service experience is critical.
Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.
GENERAL INFORMATION
SELECTION/SKILLS TESTS REQUIRED
Must be able to pass a City-administered PC keyboard test proficiency of 30 wpm and a CritiCall skills assessment test to move further through the selection process, as well as successfully pass a lengthy Criminal background check. Applicant also must pass hearing test, psychological evaluation, and thorough background / employment / education checks and successful interview.
Practice testing for the 911 Telecommunicator position can be found on the following sites:
https://www.tsatestprep.com/911-dispatcher-practice-test/ https://www.test-g (https://www.test-guide.com/free-criticall-practice-tests.html) uide.com/free-criticall-practice-tests.html
SAFETY IMPACT POSITION Yes
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
SALARY INFORMATION
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.
Pay Grade: 14
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by Human Resources Department during active posting period.
Applications must be submitted online at: www.houstontx.g (http://www.houstontx.gov/) ov.. To view your detailed application status, please log-in to your online profile by visiting: http://ag (http://agency.governmentjobs.com/houston/default.cfm) ency.government (http://agency.governmentjobs.com/houston/default.cfm) jobs.com/houston/default.cfm (http://agency.governmentjobs.com/houston/default.cfm) or call 832-393-2788. If you need special services or accommodations, call. (TTY 7-1-1) 832-393-2788. If you need login assistance or technical support call 855-524-5627.
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:
Medical
Dental
Vision
Wellness
Supplemental Insurance
Life insurance
Long-term disability
Retirement pension
457 deferred compensation plan
Employee Assistance Program
10 days of vacation each year
13 city holidays, plus one floating holiday
Compensable Sick Leave
Personal Leave
Flexible schedules
Hybrid-Telework for eligible positions
Professional development opportunities
Transportation/parking plan
Section 125 pretax deductions
Dependent Care Reimbursement Plan
Paid Prenatal, Parental and Infant Wellness Leaves
Healthcare Flexible Spending Account
For plan details, visit http://www.houstontx.gov/hr/benefits.html
01
Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?
Yes
No
02
Do you have a High School Diploma or GED?
Yes
No
03
Do you have One (1) year of verifiable work experience in a high-volume telephone or customer service environment or a high stress environment or answering or dispatching calls for emergency or non-emergency service? (Your work history will be Verified)
Yes
No
04
If you answered yes to the question above, please briefly describe your experience working in a high-volume telephone or customer service environment or a high stress environment or answering or dispatching calls for emergency or non-emergency service. If no experience, @type "NA." Any form of "See Resume" will not be an acceptable answer.
05
Do you possess a Certificate of Completion in Public Safety Telecommunicator from Houston Community College (or an equivalent certification from another accredited continuing education program that meets equivalent prerequisites, course hours, and outcomes)?
Yes
No
06
Are you able to @type at least 30 words per minute? (Your typing speed will be verified prior to hire)
Yes
No
07
Are you currently a City of Houston Employee?
Yes
No
08
Do you have previous (or current) experience as a First Responder and/or in Emergency Services? (ie, EMS, Law Enforcement)
Yes
No
09
Please describe your verifiable experience as a First Responder and/or in Emergency Services? (ie, EMS, Law Enforcement). Any form of "See Resume" is NOT a valid answer. If no Experience, @type "N/A"
10
Other than English, please list the language(s) you are fluent in speaking, reading, and writing? (an answer of "See Resume" will not be acceptable). If no, @type "N/A"
11
I AM ABLE TO HANDLE HIGHLY STRESSFUL SITUATIONS. A 911 Telecommunicators job can be emotionally stressful. In order to be successful as a 911 Telecommunicator, employees must be able to hear Emergency/Traumatic @type problems and remain focused and be able to perform their duties competently and calmly. They must have coping skills and be able process the trauma they may have been exposed to and still maintain a positive and healthy work attitude. Are you able to do this?
Yes
No
12
All positions in the Houston Emergency Center (HEC) are designated as TIER I (First Responder) Employees. Are you able to work long hours in emergency or disaster situations that may require you to be away from your home and/or family for extended periods of time?
Yes
No
13
This position requires shift work and extended shifts with overtime with minimum notice. Are you willing and able to adhere to that requirement and work 4 ADDITIONAL hours as needed per day?
Yes
No
Required Question
