PSAP Support Analyst at Tarrant County 9-1-1 District – Fort Worth, Texas

The PSAP Support Analyst assesses various aspects of technical and operational capability related to PSAP functionality and consults with Technical Operations staff, equipment and service providers, PSAP representatives, and local authorities to plan, implement, optimize, and promote the use of effective, user-friendly 9-1-1 equipment and service applications. Included in the scope of the Analyst’s responsibilities are aspects of installation, repair, upgrade, routine file maintenance, configuration, user best practices, and training. Training provided by the Analyst includes hands-on, onsite training for 9-1-1 operators and supervisors on new installations of hardware and/or software, software patches or upgrades, new features or subsystems, and maintenance activities. System functions performed by the Analyst include the design and entry of multi-tandem transfers, single button transfers, authorization of users, and entry/removal of user access to the system. The Analyst will maintain current detailed operational knowledge of both legacy systems and next-generation systems for planning, discussion, implementation, and optimization. The Analyst reports to the Director of Technical Operations and serves as the subject matter expert from the PSAPs’ perspective on operational aspects of hardware and software deployed for call processing by the District, as well as industry standards, issues, and practices specific to 9-1-1 and emergency communications. The Analyst schedules specialized training, identifies and defines problems, designs and implements solutions, and determines field training proficiencies and formats. The Analyst reviews, refines, and tests contingency arrangements, determines strengths and weaknesses, develops clear, concise onsite documentation, and provides onsite training as requested by PSAPs or as deemed necessary by the Analyst. The Analyst facilitates effective procedures that support good customer service to citizens and promotes cooperative working relationships among District Staff, PSAPs, and PSAP personnel. It is estimated that at least 50% of required work duties will be performed in the field. This will require traveling to locations throughout the District jurisdictions to provide onsite training and hands-on assistance for PSAP-specific needs in “live” 9-1-1 environments.

• Consults with PSAP Managers and other PSAP personnel on capabilities, features, functions, and 9-1-1 use cases and design solutions that fit the PSAP's unique needs.
• Participates in technical discussions and planning sessions as the advocate for the PSAP and represents PSAP operational perspectives in technical and operational design and configuration.
• Responds to emergency issues as an escalation point with the ability to identify trouble and determine and initiate appropriate solutions and actions based on situational analysis.
• Analyzes data in reporting software to look for and assist with identifying failures in the 9-1-1 solution.
• Creates job aids and documentation for equipment and District-supported functions.
• Manages interaction and coordinates with PSAPs for their creation and maintenance of standard operating procedures as relates to 9-1-1 and emergency communications.
• Plans, organizes, schedules, and executes operator training for upgrades, new installations, and ongoing changes in the 9-1-1 environment.
• Observes trainees performing routine equipment functions and determines if functions have been performed properly and as instructed.
• Reads, comprehends, retains, and discusses technical documentation such as system diagrams, software release notes, user manuals, and equipment configuration tables.
• Oversees, arranges, and conducts regular PSAP visits to inform, teach, and mentor PSAP Managers and 9-1-1 operators.
• Receives information from PSAPs. Determines and executes appropriate follow-through.
• Creates, manages, and documents site visits and inspections for proactive public safety support. These inspections are to be managed as a portion of the annual contingency review.
• Serves as an immediate point of contact for information received from PSAPs and information disseminated to PSAPs.
• Analyzes, prioritizes, and determines appropriate responses to implement appropriate support activities and implementations for desired outcomes.
• Organizes and manages onsite training, orientation, and testing projects.
• Participates in scheduling, communications, and implementation activities for PSAP upgrades.
• Consults with PSAPs in documenting equipment problems and service issues.
• Analyzes PSAPs’ needs and submit proactive or remedial plans to the Director of Technical Operations in an annual report recommending priority projects for funding in the annual budget.
• Interacts with outsourced service vendors to coordinate and ensure adequate response to PSAP needs.
• Updates and maintains electronic and paper information files using various database and computer software applications.
• Participates in site surveys and implementation activities.
• Coordinates field testing, documentation, and training.
• Receives, retains, records, organizes, and stores detailed information relating to PSAP operations and composition.
• Performs other duties as assigned.

• Possesses basic knowledge of local geography and local 9-1-1 agencies.
• Possesses a high level of understanding and knowledge of Public Safety Communications environments, PSAPs, and governmental operations and practices.
• Ability to read, comprehend, analyze, and apply technical instructions and documentation; develop and execute test plans verifying performance; document test results and prepare systems performance reports.
• Shows strong customer service focus and team approach to the work.
• Possesses strong knowledge of software, hardware, operating systems, platforms, computer-aided dispatching systems, software interfaces, and telecommunications systems common to public safety environments.
• Possesses functional knowledge of general office computer software programs including but not limited to MS Word, Excel, and PowerPoint.
• Possesses strong teamwork skills enabling the attainment of team goals while working with PSAP personnel and team members.
• Ability to give hands-on instruction skills related to technology and technology systems.
• Demonstrates excellent time management, organizational, and multi-tasking skills.
• Ability to listen and understand critical information.
• Ability to understand and follow oral and written instructions.
• Ability to provide information correctly and concisely, orally and in writing.
• Ability to perform promptly detailed, accurate work.
• Possesses basic knowledge and experience with budget preparation and administration.
• Ability to use maps and charts.
• Possesses knowledge of TCOLE requirements preferred.
• Possesses knowledge of features and functionality of applications deployed in Tarrant County 9-1-1 installations preferred.
• Possesses general knowledge of equipment and features associated with both Legacy and Next-Generation 9-1-1 systems preferred.

• Bachelor’s degree in public safety or emergency service-related field or demonstration of equivalent job experience and skill set.
• 2 years preferred experience in a technology-related field.
• 1-year preferred experience as a trainer in the PSAP environment with specific experience in psychomotor training techniques and the evaluation of psychomotor skills.