Call Taker

General Description

This is responsible work dealing with the public, in relation to receiving calls for Police, Fire and EMS services. Call Takers type all information into a computer terminal and answer questions which may be asked by the caller. This position reports directly to the Director of Communications or the designated shift supervisor.

• Operate a single or multiple position phone equipment.
• Work on a computer terminal.
• Receive information over the telephone from callers needing Police, Fire or EMS services, and type this information into a computer terminal.
• Handle calls in rapid succession.
• Maintain good phone etiquette.

A Call Taker is required to work in an office-type setting in a climate controlled environment. Workdays consist of 8½ hours per day, including a 30‑minute lunch period and two 15‑minute breaks, as approved by the Director of Communications. The Communications Section operates 24 hours per day, 7 days per week. Work assignments are scheduled in shifts around the clock and throughout the typical Saturday/Sunday weekend.

Must be able to communicate orally and in writing, successfully with the public, and give and receive information accurately via telephone.

Specialized police computer terminal, personal computer, telephone equipment, facsimile machine, copy machine, and other appropriate office machines.

Regularly required to sit, talk and/or hear; occasionally required to stand, walk, and/or move up to 10 pounds. You must be able to operate office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Must understand and interpret written and verbal instructions from the supervisor, work independently with minimal supervision, learn various computer software programs, and perform work under time constraints set by the supervisor.

Must work compatibly in group settings, respond positively to supervision, and accept suggestions for improvement.

• High school diploma or GED equivalent.
• Type 25 WPM.
• Knowledge of Business English, spelling and clerical office procedures.
• Knowledge of computer applications, including Microsoft Word.
• Knowledge of office machine operations, practices and procedures.
• Willing to travel out of town if required.
• Pass an intensive police background investigation.
• Pass a written Call Taker Examination given at the police department.
• Pass a psychological evaluation given by the Department psychologist.

• Prior training/experience operating telephones with multiple, simultaneous incoming calls.
• Cheerful personality and professional manner when answering calls.
• Self‑motivation, confidentiality, and ability to prioritize.

Comprehensive medical benefits options are provided through Blue Cross Blue Shield of Louisiana. Coverage is effective the first of the following month, following full‑time employment. Dependent coverage is also available. The City also offers voluntary insurance plans: dental, vision, and supplemental insurance plans (voluntary life, cancer, accident, critical illness, hospital confinement, long‑term disability, and short‑term disability).

All full‑time employees are insured under a Group Life Insurance policy through Prudential Life Insurance Company. The coverage is one and a half times the employee's salary, up to $300,000. The policy also provides a Basic Accidental Death and Dismemberment benefit. The premium cost is covered by the City of Kenner. Coverage is effective the first of the following month, following full‑time employment.

Full‑time employees are enrolled with the Municipal Employees Retirement System of Louisiana. Both the City of Kenner and the employee contribute the required percent to the system. Employee contributions are kept on account and refunded if the employee leaves employment before they are retirement eligible.

The City participates in a 457 Plan with Mass Mutual. This is a voluntary investment program that employees may participate in at a contribution rate of their choice (must be within the designated maximum and minimum limits set by the plan document). The City does not contribute to the 457 Plan.

Sixteen paid official holidays are observed, plus any other holidays declared by the Mayor.

Eligible employees earn annual leave and sick leave. Accrued hours increase based on years of service.

Upon appointment to a position, employees serve a six‑month working test period, unless extended.

The Employee Assistance Program (EAP) provides professional assistance to employees and their families to resolve problems. The service is available 24 hours, 7 days per week, voluntary and confidential.