Job summary
Job post source
This job is directly from City of Dallas
Job overview
The 911 Call Analyst I is an entry-level first-responder role responsible for handling emergency and non-emergency calls to provide timely assistance and ensure public safety within the City of Dallas.
Responsibilities and impact
The analyst receives and evaluates calls, uses emergency communication technologies, determines call priority, interviews callers for vital information, provides crisis intervention, and works in a 24/7 emergency call center on assigned shifts including overtime as needed.
Experience and skills
Requires a high school diploma or GED and two years of customer service experience, preferably in emergency call centers or related fields, with mandatory certifications from Texas Commission on Law Enforcement during probation and passing background checks.
Work environment and culture
The role requires working in a high-pressure, service-oriented environment with a focus on professionalism, calmness, and effective communication under stress, supporting public safety in Dallas.
Company information
City of Dallas is a municipal government entity providing public safety and emergency services to the Dallas community.
Job location and travel
Position is based in Dallas, Texas, requiring shift work including nights, weekends, holidays, and potential overtime during critical incidents.
Application process
Applicants must pass an online exam covering data entry, memory, prioritization, and call summarization skills, along with background checks and drug tests.
Unique job features
The job involves using advanced emergency communication technologies and requires quick decision-making in high-stress, critical public safety situations.
Company overview
The City of Dallas is a major metropolitan government entity responsible for providing a wide range of public services to its residents, including public safety, transportation, water utilities, and community development. It generates revenue primarily through property taxes, sales taxes, and various service fees. Established in 1841, Dallas has a rich history marked by its growth into a major economic and cultural hub in Texas. The city government is committed to fostering a vibrant, safe, and sustainable community through innovative policies and programs.
How to land this job
Position your resume to highlight your experience in high-volume customer service roles, especially those involving emergency or crisis call handling, to align with the frontline service focus of the 911 Call Analyst I role at City of Dallas.
Emphasize your proficiency with emergency communication technologies such as 911 phone systems, computer aided dispatch, and location software, along with your ability to quickly assess and prioritize calls based on departmental guidelines.
Apply through multiple platforms including the City of Dallas official recruitment site and LinkedIn to maximize your application visibility and follow any updates on the role.
Connect with current employees or supervisors in the City of Dallas emergency communications division on LinkedIn; start conversations with ice breakers like asking about their experience managing high-pressure calls or inquiring about tips for succeeding in the role.
Optimize your resume for ATS by incorporating keywords from the job description such as 'emergency call center,' 'crisis intervention,' 'NCIC/TCIC/CJIS certification,' 'TCOLE certification,' 'call prioritization,' and 'customer service under pressure' to ensure it passes automated screenings.
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