911 Call Taker - Part-Time

WORK OBJECTIVE

The 911 Call Taker is responsible for receiving and screening emergency and non-emergency calls from the public and public safety personnel, entering detailed information from calls into the computer-aided dispatch (CAD) terminal while also answering questions from the public. The Call Taker must quickly determine if the call is for emergency services to ensure for dispatch of Police services or to facilitate redirecting the call, as appropriate, within established procedures, policies, and standards of the position and department. Work is performed under the general supervision of the Communications Supervisor and Communications Manager.

ESSENTIAL FUNCTIONS

• Receives and responds to 911, emergency, non-emergency, complaints and service-related phone calls. Determines nature and priority of calls by asking questions of callers, and transfers information to appropriate units or individuals.
• Operates computer aided dispatch (CAD) system to dispatch Police units or services to calls; monitors activities and location of Police units to ensure situations are under control.
• Researches and relays all pertinent information to the Public Safety Telecommunicator regarding calls for service using local agency records and information from other available resources.
• Receives and documents information for “be on the lookout” (BOLO) broadcasts and handles inquiries from law enforcement and fire rescue personnel.
• Notifies other agencies or the proper authority of requests for service, including transferring the call when necessary. Provides all pertinent information for the transfer.
• Interacts with the public, fellow employees, and other Public Safety agencies via the phone.
• Initiates and utilizes language line and conference call services as needed.
• Maintains cleanliness and operational readiness of assigned work area and equipment and reports any equipment malfunctions to supervisory staff through chain of command, submitting the appropriate work order as needed.
• Performs other duties as assigned by Communications management or a command officer.

The Communications Unit works 24 hours, 365 days a year including holidays. Applicants must be available to work shifts that may include weekends, late night and/or holidays, as well as the possibility to work additional hours with short notice.

MINIMUM QUALIFICATIONS

• At least eighteen (18) years of age, with a High School Diploma or GED equivalent.
• Citizen of the United States
• Ability to type proficiently at a minimum speed of THIRTY (30) words per minute.
• Ability to pass CritiCall Public Safety Communications testing (http://www.criticall911.com).
• Ability to pass/obtain a Public Safety Telecommunicator certification within 180 days of employment.
• Ability to work rotating shifts, holidays, weekends, and emergencies, including overtime, if deemed necessary.
• Be tobacco free and remain tobacco free throughout employment.
• Be drug free and subject to random drug screens throughout employment.
• Previous experience with another law enforcement agency, current/prior certification as a Public Safety Telecommunicator, prior experience transmitting and receiving messages over a radio, and/or bilingual in both English and Spanish are highly desirable, but not required.

Applicants who qualify are required to pass applicable testing and a complete background investigation including computer based testing; interviews; polygraph examination, prior employment, fingerprint and background check (includes complete driving record and criminal history), medical examination, and a drug screen.

Exceptions to the minimum qualifications must be reviewed by the Human Resources Director and approved by the City Manager prior to job offer.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to operate/use radio and telephone transmitting and receiving equipment, fax, copier, computer, and various types of computer software.
• Ability to react calmly, quickly, and promptly when handling emergency situations for sustained periods of time.
• Must maintain a professional demeanor; demonstrate courtesy, diplomacy, tact and discretion; and provide excellent customer service.
• Must be detail-oriented with multitasking skills, initiative, a desire to help others, and the ability to function as a team member.
• Ability to communicate clearly, effectively and concisely, both orally and in writing; engage in active listening and critical thinking; and make sound decisions during stressful situations.
• Ability to make sound decisions based on policy and procedures when handling escalated, sensitive and unique situations.
• Ability to maintain flexibility and adaptability when performing tasks and duties in a dynamic environment.
• Ability to learn the City’s geography including key buildings and landmarks.

PHYSICAL & ENVIRONMENTAL DEMANDS

• The work is sedentary in nature and requires sitting for prolonged periods of time wearing a headset, which restricts movement in the work area. May include periodic standing and walking and lifting or moving light items associated with clerical office operations.

• Requires the sustained ability to use close and peripheral vision; talk; hear; use hands and fingers to handle, feel, and type; and hands and arms to reach and handle.
• Work is performed in an enclosed area with moderate background noise from radios, telephones, teletype machines and other equipment.

The City of Winter Garden is an Equal Opportunity Employer. In compliance with Equal Employment Opportunity guidelines and the Americans with Disabilities Act, the City of Winter Garden provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.