911 Call Taker

Description/Special Instructions

Representative Duties

911 Call Taker: The 911 Call Taker is the entry level classification of the Dispatcher series, which consists of the 911 Call Taker and Dispatcher (Entry Level and Lateral). The 911 Call Taker is distinguished from Dispatcher which is required to dispatch units and coordinate the responses of emergency personnel. While a background in similar tasks/duties may be helpful to the incumbent, direct experience in a police dispatch related environment is not necessary. Positions in this class are flexibly staffed and may be eligible for advancement (reclassification) to Dispatcher-Entry Level if the incumbent meets the qualification standards of the Dispatcher Entry level classification, demonstrates an ability to perform the full scope of the work, has passed the probationary period, and meets performance standards. Incumbents are not automatically promoted to the higher level; available funding and the needs of the department determine the level of assignment. In addition, all requests for advancement are subject to final approval by the Chief of Police, in consultation with the Human Resources Director.

Representative Duties:

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

1. Receives, classifies, and prioritizes all incoming calls and texts to the dispatch center including 911 Calls, emergency, and non-emergency calls received from citizens and allied agencies requesting service or information; operates a variety of public safety communications equipment including 911 emergency telephone equipment, computer aided dispatch systems, and multi-channel radio system.

2. Evaluates response necessary as dictated by a given request for service; determines nature, location, and priority of calls; operates computer aided dispatch system to create calls for service within response criteria guidelines;; transfers calls to other appropriate agency in accordance with established procedures; obtains and dispatches other support services as necessary.

3. Monitors multiple radio frequencies; relays non-emergency information to public safety personnel in the field.

4. Retrieves and interprets information from local, state, and national computer networks regarding wanted persons, stolen property, vehicle registration, stolen vehicles, restraining orders, criminal histories, parolees, and other related information; relays information to officers in the field.

5. Operates computer terminals to enter, modify, and retrieve data such as stolen and recovered property, towed and stolen vehicles, missing and unidentified persons, citations, driver license and vehicle registration information, and warrants on wanted persons; composes and transmits messages to other agencies.

6. Enters and removes data and information from various local, statewide, and national law enforcement computer systems including the Records Management System (RMS), Criminal Justice Information System (CJIS), and National Crime Information Center (NCIC); provides support to officers by gathering information from various computer systems including DMV, CLETS, and the County’s KPF system.

7. Monitors public security cameras and alarms for City facilities, parking lots, and related facilities.

8. Performs related duties as required.

Qualifications

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

• Operations, services, and activities of a public safety telecommunications and dispatch center.
• Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems and multi-channel radio systems.
• Law enforcement and emergency service procedures for responding to and handling reported incidents.
• Techniques of questioning for both emergency and non-emergency calls.
• Methods and techniques of receiving, and prioritizing emergency and non-emergency calls for service.
• Radio codes currently used by the Elk Grove Police Department.
• Functions of the Police Department and other City departments.
• Geographic features and locations within the area served.
• English usage, spelling, grammar, and punctuation.
• Modern office procedures, methods, and computer equipment.
• Pertinent federal, state, and local laws, codes, and regulations.
• Methods and techniques of telephone etiquette.
• Methods and techniques of conflict resolution.
• Principles and procedures of record keeping.

Ability to:

• Respond to and resolve difficult and sensitive citizen inquiries and complaints.
• Effectively communicate and elicit information from upset and irate callers.
• Speak clearly and concisely in an understandable voice via radio and telephone and in person.
• Hear and distinguish radio voice traffic within normal levels and over background noise.
• Make independent decisions that affect the safety of public safety personnel, citizens, and property such as those involved in determining the urgency of requests received and the appropriate action to take.
• Think quickly, calmly, and clearly in emergency situations.
• Perform multiple tasks simultaneously.
• Operate a variety of telecommunications receiving and transmitting equipment including radio transmitting communication equipment, teletype equipment, and computer equipment.
• Operate specialized public safety computer systems and applications.
• Read and interpret maps and other navigational resources and give directions.
• Type and enter data accurately at a speed necessary for successful job performance.
• Work under pressure, exercise good judgment, and make sound decisions in emergency situations.
• Understand and follow oral and written instructions.
• Interpret, apply, and explain applicable federal, state and local policies, procedures, laws, codes and regulations including police records retention and dissemination policies and procedures.
• Maintain composure, alertness and concentration while working for extended periods of time.
• Compile, maintain, process, and prepare a variety of records and reports.
• Deal tactfully and courteously with the public reporting emergencies and seeking information or filing a report.
• Maintain confidentiality.
• Communicate clearly and concisely, both orally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of work.

Education and Experience Guidelines - The education and experience criteria below are required for this classification:

Experience:

Physical Demands and Work Environment

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed in an emergency services dispatch center setting with extensive public contact; incumbents are required to work evening, night, weekend, and holiday shifts; incumbents may be called back or held over to maintain staffing levels.

Physical: Primary functions require sufficient physical ability and mobility to work in an emergency dispatch center setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

Vision: See in the normal visual range with or without correction.

Hearing: Hear in the normal audio range with or without correction.

• Medical spending up to $3200.00 annually.
• Dependent care up to $5,000 annually.
• Adoption Assistance FSA up to $16,810 annually.