Company: City of Houston
Location: Houston , TX
Category: Security & Law Enforcement, Customer Service, Call Center
Job Type: Full Time
Pay Amount: $14.80 to $16.55 / Hour
Posted: 3/21/2018

The Houston Emergency Center (HEC) assists citizens of Houston with the most efficient, accurate and professional service when processing emergency calls by taking care of citizens, one call at a time. We are seeking qualified individuals who share the same passion and commitment in being the first responder when a citizen calls. 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.


  • 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.
  • Operates various electronic telephone equipment, i.e., Vesta (CAD) and Meridian 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 NT Computer System and various applications of the Plant Vesta 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" during emergency situations.
  • 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.
  • Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.

One (1) year of experience in a high volume telephone or customer service environment or a high stress environment is required.



Must provide certification of successful completion of or complete within one year of employment a telecommunications training program in compliance with the Texas Commission on Law Enforcement officers Standards and Education (TCLEOSE) guidelines. The TX administrative Code further requires that licenses may be only issued to U. S. Citizens.


Preference will be given to those applicants with experience in an environment similar to Public safety (e.g., Police, Ambulance or Fire). Bilingual skills (Spanish: speak, read, and write) are highly preferred. Due to constant communication with citizens, quality customer service experience is critical. Preference will be given to internal and local candidates who meet minimum qualifications as NO RELOCATION is provided.

**Preference shall be given to eligible veteran applicants provided such persons possess the qualification 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.**


Must be able to pass a City-administered PC keyboard test proficiency of 30wpm and a CritiCall skills assessment test to move further through the selection process. Applicant also must pass hearing test, psychological evaluation,  and thorough background / employment / education checks and successful interview.

5320 North Shepherd
Houston , TX
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