Job Description
Salary : $47,810.00 - $53,171.00 Annually
Location : Downtown Dallas, TX
Job Type: Full-time
Job Number: 40006-DPDC-FY25-2
Department: Police - Civilian
* Org (REQUIRED): 1932 Communications
Opening Date: 12/05/2025
Closing Date: 1/3/2026 11:59 PM Central
Position Purpose Under direct supervision, 911 Call Analyst I serves as an entry level first-responder to the customer requests and inquiries. The role is frontline service oriented and interacts with a heavy volume of callers.
Essential Functions 1. Receives and evaluates 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.
2. Uses various technologies, included 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.
3. Properly determines if the call is an emergency or non-emergency, based on Department's policies and procedures and applies policies, procedures, and guidelines relating to crime intervention, safety of citizens and emergency response personnel, and prevents liabilities.
4. Determines nature of the incident according to departmental prioritization standard and inputs and transmits call information to the Police Dispatcher Analyst for appropriate emergency.
5. Makes efficient decisions to all incoming information.Identifies critical situations and alerts supervisor 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.
6. Thoroughly interviews callers to obtain all vital and necessary information to ensure an appropriate response to incidents and document details pertaining to emergency and non-emergency situations.
7. Provides immediate crisis intervention for aggressive and agitated callers to calm them enough to get the necessary information to respond to the call.
8. Provides accurate data, complaint resolution, and customer service to requests and inquires.
9. 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.
10. Performs other work as needed or assigned.
Minimum Qualifications EDUCATION: - High School Diploma or GED.
EXPERIENCE: - Two (2) years of experience in customer service to include one or more of the following: heavy phone contact in an emergency call center, suicide hotline, client mediation, customer dispute, or complaints resolution role.
LICENSES AND CERTIFICATIONS: - Must obtain NCIC/TCIC/CJIS certification during the probationary period and renew the certification every year.
- Must obtain Basic Telecommunicator License from Texas Commission on Law Enforcement (TCOLE) within the probationary period.
OTHER REQUIRMENTS: - Availability to work varying shifts including nights, weekends, holidays, and overtime.
- Must pass an intensive background investigation and drug test.
- Must obtain a Texas Commission on Law Enforcement (TCOLE) certification during probationary period.
- No FELONY or Class A MISDEMEANOR convictions.
- No Class B MISDEMEANOR convictions within the last ten (10) years.
- No family violence convictions.
- Cannot currently be on deferred adjudication for any FELONY, Class A or Class B MISDEMEANOR.
ONLINE EXAM DESCRIPTION: - Exam covers data entry, memory recall, spelling, prioritization, map reading, cross-referencing, and call summarization skills.
- Time Limit: N/A
Practice Exam :
Supplemental Information - Knowledge of telephone etiquette and procedures.
- Thorough knowledge of streets and highways in the Dallas area.
- Ability to remain calm and respond with the appropriate levels of customer service and professionalism in all circumstances.
- Knowledge of Crime Intervention procedures.
- Technical ability to operate 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 quickly apply policies, procedures, and guidelines relating to emergency and non-emergency situations.
- Ability to exercise sound judgment and stay focused under pressure and various scenarios requiring quick response to emergency situations.
- Establishing and maintaining effective working relationships.
- Ability to deal with stressful situations.
To view the employee benefits offered by the City of Dallas
01
In the questions that follow, you will be asked about your qualifying education, work history and current certifications and/or licenses.
Any information provided in the supplemental questionnaire must also be entered in the appropriate section(s) of your application . If any of the qualifying information is missing from any of these section(s) of your application, your application will be considered incomplete which may result in disqualification. Any supplemental documentation attached to your application (i.e., resumes, cover letters, certificates, etc.)
WILL NOT be reviewed or used to determine eligibility for this position.If you have
NOT completed the application requirements and/or entered all information in the appropriate fields, please return to your application and complete the appropriate section(s) before submitting. Once your application has been submitted, you cannot make changes.
- I have read and understand the above statement
02
Do you have a high school diploma or GED?
03
Do you have two (2) years of experience in customer service to include one or more of the following: heavy phone contact in an emergency call center, suicide hotline, client mediation, customer dispute, or complaints resolution role?
04
Do you have a current NCIC/CIC/CJIS Certification?
05
Do you have an
active Basic Proficiency (or higher) Telecommunicator certificate issued by the Texas Commission on Law Enforcement (TCOLE)?
06
Are you able to provide proof of your identity and employment eligibility if you are hired?
07
Employees will be required to work varying shifts
including nights, weekends, holidays
AND overtime.
- I have read and understand the above statement.
08
If hired, you will be required to report to your shift regardless of inclement weather. The hiring department has a very strict attendance and tardiness policy.
- I have read and understand the above statement.
09
Are you available to work varying shifts (days, evenings, nights)
including weekends, holidays and/or overtime?
10
CONVICTION INFORMATION: An intensive background check will be performed during the interview process. The following are automatic disqualifiers:
* ANY
Felony conviction
* ANY
class A Misdemeanor conviction
* ANY
class B Misdemeanor conviction within the last ten (10) years
* ANY
family violence conviction
* ANY
CURRENT deferred adjudication for any
felony, class A or class B misdemeanor charge - I have read and understand the above statement.
11
Have you
EVER been convicted of a felony or class A misdemeanor?
12
Have you been convicted of a class B Misdemeanor
within the last ten (10) years ?
13
Have you
EVER been convicted of a family violence offense?
14
Are you currently on a deferred adjudication for any felony, class A misdemeanor or class B misdemeanor charge?
15
What is your proficiency level using a Personal Computer (PC)?
- None
- Beginner
- Intermediate
- Advanced
16
What is your proficiency level of speaking Spanish?
- None
- Beginner
- Intermediate
- Fluent
Required Question
Job Tags
Full time, Work at office, Immediate start, Shift work, Night shift, Afternoon shift,