FECC Full-time Call Taker

This position is an emergency services call taker in a primary public safety answering point (PSAP). This position is performed under both direct and indirect supervision and is responsible for simultaneously answering multi-line telephone, including 911, while maintaining computer aided dispatch systems and other computer applications. Receives, coordinates, and disseminates critical information from various sources. On occasion provides updates to emergency personnel utilizing multi-channel radio.

This position works as part of the Fairbanks Emergency Communications Center at the front desk of the police station.

• Provide customers and the public with a wide variety of services relating to police matters.
• Perform clerical and receptionist tasks with include typing, copying, answering the phone, stacking calls to support dispatch, providing information and maintaining office files.
• Work priorities and job assignments are determined by the Department Head as necessary.
• Process initial paperwork for case management through information received from police officers and dispatch.
• Provide quality service to the public and assist in resolving customer problems in an expeditious and courteous manner.
• Operates enhanced 911 phone system with multi-screen controls, answers emergency and non-emergency calls, provides emergency instructions, and obtains / records vital information.
• Operates NCIC / APSIN databases to retrieve and disseminate information necessary to conduct public safety operations.
• Reads / interprets maps for the field personnel to assist in locating certain geographic areas using any Alaska state, city, and borough maps by applying knowledge of the road system and geography to provide appropriate and timely assistance.
• Initiates CAD entries regarding calls for service, creating the foundation of reporting, utilizes CAD to research historical incidents and notification, providing information and increasing responder safety.
• Assist in dispatch center as necessary.

The above examples are representative of assignments performed by this class and are not intended to be all inclusive.

Candidates hired must satisfactorily demonstrate these factors during a prescribed probationary period for continued employment.

• Knowledge of basic filing systems and record keeping.
• Ability to read, comprehend, and apply policies, rules, and regulations.
• Ability to deal with the public in a tactful, patient, courteous, and diplomatic manner.
• Ability to understand and interpret client and customer requests and rephrase in departmental terminology.
• Ability to communicate clearly and concisely orally and in writing.
• Ability to effectively deal with stressful situations.
• Ability to establish and maintain effective working relations with supervisors, co-workers, and the general public.
• Ability to view multiple screens and utilize multiple input / output devices such as keyboards and mice to perform the dispatch functions.
• Knowledge of effective decision making / problem solving skills.
• Ability to recognize and monitor communications equipment problems and notify appropriate personnel for repair as necessary.
• Skill in maintaining emotional control and working effectively in emergency / crisis situations.

• High school diploma or equivalent
• One year of experience in clerical, customer service, or office environment.
• Must be able to pass background investigation and obtain / maintain a security clearance for access to the Alaska Public Safety Information Network (APSIN) and the National Crime Information Center (NCIC) systems.