9-1-1 TELEPHONY ANALYST

Transcription

1 9-1-1 TELEPHONY ANALYST Tarrant County District Pay Range: $55,000 to $75,000 annually Depending on Qualifications The Tarrant County District is recruiting for the position of Telephony Analyst. This person is responsible for the critical function of creating, verifying and maintaining the information databases utilized by This individual, through daily monitoring of call volume and wireless activity, plans, directs, and implements services and programs that ensure an accurate, timely and complete database. This individual also is responsible for problem solving and analysis of problems reported by the PSAP s. Routine job duties for the Telephony Analyst include the design and implementation of procedures to facilitate the flow of information between member jurisdictions, telephone companies and vendors; the preparation of routing instructions for various types of calls including wireless calls; wireless and VoIP testing to determine accuracy of ALI information provided to the PSAP; analysis of the ALI database for efficiency and accuracy indicators; and preparation of monitoring and tracking of statistical and performance data related to various phases of functionality. This person also works with exchange carriers and private switch sites and oversees the agency s Quality Assurance program. The Tarrant County District serves approximately 2.34 million citizens in the north central Texas area, including but not limited to, the cities of Fort Worth, Arlington, Irving and Grand Prairie. The District does not employ call-taking personnel, but instead administers the call taking equipment, network connectivity and wireless integration services for the area served by 42 PSAP s under the local jurisdictions administration. The ideal candidate will possess a Bachelor s Degree in a related technical field, experience with database and routing functions with knowledge of internal LEC Database and MSAG transactions. Successful candidate should also have 5 to 10 years of management experience. Interested applicants should submit a cover letter, application, and resume to Wanda McCarley, Director of Operations, Tarrant County District, 2600 Airport Freeway, Fort Worth, TX Alternatively, this information may be ed to: wanda@tc911.org. No phone calls, please. Both application and resume are required. The application and job description are available at the end of this announcement. Deadline for submission is Friday, August 24, The Tarrant County District is an equal opportunity employer. Previous employment and any additional qualifications will be subject to verification. Only qualified applicants should apply. Criminal background and driving records may be verified. All employees are subject to random drug screening.

2 TARRANT COUNTY DISTRICT Job Description Position Title: Telephony Analyst FLSA STATUS: EXEMPT DEPARTMENT: Operations LOCATION: Tarrant County Office REPORTS TO: Assistant Director Operations DATE PREPARED: July, 2018 APPROVED BY: Shinar Haynes, Executive Director DATE: July, 2018 ESSENTIAL FUNCTIONS: The Telephony Analyst for the Tarrant County Direct is responsible for the critical function of creating, verifying and maintaining the information databases utilized by This individual, through daily monitoring of call volume and wireless activity, plans, directs, and implements services and programs that ensure an accurate, timely and complete database. This individual also is responsible for problem solving and analysis of problems reported by the PSAP s. POSITION REQUIREMENTS: Design and implement procedures to facilitate the flow of information between member jurisdictions, telephone companies and vendors, as required; Prepare routing instructions for all new cell towers. Work with wireless carriers to solve problems related to wireless calls; Conduct wireless and VoIP testing to determine accuracy of ALI information provided to the PSAP on these call types; Prepares reports that analyze the ALI database and track number of records by telephone service provider; Plan, implement and direct the District s Quality Assurance program. To include call data, tracking payments to ILEC s, CLEC s and vendors; Prepare daily and monthly reports that monitor the statistical data, recognizing trends that may indicate network or database problems; Serve as primary liaison between internal and external customers required to create, verify and maintain the network and databases; Plan, develop and manage an annual area operating budget and provides financial status reports as needed; 1

3 Remain current on technological developments ensuring compliance with all accepted technical standards, polices and applicable state, local and federal laws and regulations; Develop and implement special programs, as required, to meet database system needs; Establish and maintain appropriate network of professional contacts to ensure continual measurement of high quality systems and practices; Maintain current network with professional organizations and participate in meetings and conferences, representing the District, as appropriate; Conduct diagnostic reporting and analysis of Automatic Location Information (ALI) and/or Voice Over Internet Protocol correspondence (VOIP); Interpret and evaluate routine data from multiple reports, separating the routine and normal from the unusual and complex; Determine appropriate corrective action to resolve consistent or intermittent events as determined from the evaluative process of reports with recommendation to end user; Performs other duties as required. REQUIRED KNOWLEDGE AND SKILLS: Ability to develop and maintain effective working relationships with local officials, vendors and internal customers; General office computer software programs, including but not limited to: MS Word, Excel, and PowerPoint; Effectively work with individuals and groups at all levels of the organization; Work independently, without direct supervision at times, and also work as a member of a team, as required; Ability to work on multiple tasks concurrently; Remain calm and functional during stressful circumstances; Familiarity with departmental policies and procedures, as well as organizational relationships; Application of instructions and guidelines to specific problems as instructed by the Executive Director and as identified through self directed needs analysis to make recommendations for action; 2

4 Provide application and accurate definition of the scope (dollars and participants) of the mission of the specific organizational entity requiring training and development programs; Demonstrates solid verbal and written communication and interpersonal skills; Plan, develop, implement, and coordinate various programs; Remain current with the latest industry standards and techniques; Ability to lead, train and develop an organization to achieve desired objectives; Clear understanding of Advanced System Knowledge (ASK); Serve as enforcement arm to wireless carriers (i.e. VOIP, Verizon, Cingular, etc.). EDUCATION AND EXPERIENCE: BA/BS Degree preferred database experience, knowledge of internal LEC Database and MSAG transaction processes is ideal years management experience. ESSENTIAL COMPETENCIES: Service Motivation Creates and sustains an organizational culture which encourages others to provide the quality of service essential to high performance. Enables others to acquire the tools and support they need to perform well. Shows a commitment to public service. Influences others toward a spirit of service and meaningful contributions to mission accomplishment. Continual Learning Grasps the essence of new information; masters new technical and business knowledge; recognizes own strengths and weaknesses; pursues self-development; seeks feedback from others and opportunities to master new knowledge. Integrity/Honesty Instills mutual trust and confidence; creates a culture that fosters high standards of ethics; behaves in a fair and ethical manner toward others, and demonstrates a sense of corporate responsibility and commitment to public service. Oral Communication Makes clear and convincing oral presentations to individuals or groups; listens effectively and clarifies information as needed; facilitates an open exchange of ideas and fosters an atmosphere of open communication Written Communication Expresses facts and ideas in writing in a clear, convincing and organized manner. Interpersonal Skills Considers and responds appropriately to the needs, feelings, and capabilities of different people in different situations; is tactful, compassionate and sensitive, and treats others with respect. 3

5 Conflict Management Identifies and takes steps to prevent potential situations that could result in unpleasant confrontations. Manages and resolves conflicts and disagreements in a positive and constructive manner to minimize negative impact. Team Work Encourages and facilitates cooperation within the organization and with customer groups; fosters commitment, team spirit, pride, trust. Develops leadership in others through coaching, mentoring, rewarding, and guiding employees. Actively participates in healthy debate and discussion sharing personal points of view and rationale for individual thinking; once decision has been made openly supports and owns the majority decision as if it were your own; doesn t undermine or second guess majority decisions after the fact. Responsive Customer Service Balancing interests of a variety of clients, readily readjusts priorities to respond to pressing and changing client demands. Anticipates and meets the need of clients; achieves quality end products; is committed to continuous improvement of services. Problem Solving Identifies and analyzes problems; distinguishes between relevant and irrelevant information to make logical decisions; provides solutions to individual and organizational problems. Accountability Assures that effective controls are developed and maintained to ensure the integrity of the organization. Holds self and others accountable for rules and responsibilities. Can be relied upon to ensure that projects within areas of specific responsibility are completed in a timely manner and within budget. Monitors and evaluates plans; focuses on results and measuring attainment of outcomes. Influencing/Negotiating Persuades others; builds consensus through give and take; gains cooperation from others to obtain information and accomplish goals; facilitates "win-win" situations. Technology Management Uses efficient and cost-effective approaches to integrate technology into the workplace and improve program effectiveness. Develops strategies using new technology to enhance decision-making. Understands the impact of technological changes on the organization. Partnering Develops networks and builds alliances, engages in cross-functional activities; collaborates across boundaries, and finds common ground with a widening range of stakeholders. Utilizes contacts to build and strengthen internal support bases. 4

6 TARRANT COUNTY DISTRICT Employment Application Tarrant County District is an equal opportunity employer and makes employment decision without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age, veteran status or disability. All questions on this application are solely directed toward determining applicant qualifications for specific job requirements and no question is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. APPLICANT INFORMATION Last Name First M.I. Date Street Apartment/Unit # City State ZIP Date Available Desired Salary Position Applied for POSITION REQUIREMENTS Are you a citizen of the United States? YES NO If no, are you authorized to work in the U.S.? YES NO Have you ever been denied Security Clearance based on a background check? YES NO If yes, explain Have you ever been convicted of a felony? YES NO If yes, explain Are you able to work flexible hours based on service needs? Can you provide your own vehicle for transportation to and from job assignments? YES NO If no, explain YES NO If no, explain Do you have a valid Driver s License? YES NO State Driver s License Number Education High School (Additional educational information should be added on a separate page) From To Did you graduate? YES NO Degree College From To Did you graduate? YES NO Degree Other From To Did you graduate? YES NO Degree APPLICABLE CERTIFICATIONS AND PROFESSIONAL CREDENTIALS Please list all applicable certifications, licenses, or other professional acknowledgements

7 REFERENCES Please list three professional references. Full Name Relationship Full Name Relationship Full Name Relationship PREVIOUS EMPLOYMENT (LIST MOST RECENT FIRST) Supervisor Job Title Starting Salary $ Ending Salary $ Responsibilities From To Reason for Leaving Supervisor Job Title Starting Salary $ Ending Salary $ Responsibilities From To Reason for Leaving Supervisor Job Title Starting Salary $ Ending Salary $ Responsibilities From To Reason for Leaving Additional previous employment should be added on a separate page.

8 MILITARY SERVICE Branch From To Rank at Discharge Duties Performed DISCLAIMER AND SIGNATURE I certify that my answers are true and complete to the best of my knowledge. If this application leads to employment I understand that there is no specified length of employment and that this application does not constitute an agreement or contract for employment. I further understand that false or misleading information in my application or interview may result in my release. I understand that Tarrant County requires a drug free workplace and I consent to compliance with this policy as a condition of employment. I understand that, if a conditional offer of employment is extended, a full criminal history check based on finger print comparison will be completed and any offer of permanent employment is contingent upon confirmation by the CJIS Division of the Texas Department of Public Safety of my eligibility to work in secure areas where sensitive criminal justice information is processed. Signature Date

9 APPLICANT AUTHORIZATION FOR REFERENCE CHECK RELEASE: I voluntarily consent to authorize Tarrant County District or any of its officers, employees, or agents to check my references by contacting any person or entity whom they deem to be appropriate. I understand that questions may be asked about my educational background, work experience, achievements, wage history, performance, attendance, personal history, character, personality, disciplinary information and reason for separation from former employment. I authorize persons, schools, my current employer if applicable, and previous employers and organizations contacted by Tarrant county District to provide any relevant information regarding my current or previous employment and I release all persons, schools and/or employers of any and all claims for providing such information. It is expressly understood that any information given is to be used for the purpose of determining my acceptability for employment with Tarrant County District. I understand that misrepresentation or omission of facts may result in rejection of my application, or if hired, discipline up to and including dismissal. Should I be extended a conditional offer of employment, I agree to submit to a fingerprint comparison of state and national Criminal History files for determination by the CJIS Division of the Texas Department of Public Safety of my eligibility to work in secure areas where sensitive criminal justice information is processed. I also hereby release Tarrant Count District from all liability for damages or claims including but not limited to, defamation, interference with contract, and negligence which may arise or result from any reference information gathered pursuant to this authorization. Applicants Name: Applicant s Signature: Date of Authorization: