Emergency Call Taker

Emergency Call Taker

The ideal candidate for the Emergency Call Taker position at Stanislaus Regional 911 is an individual that can demonstrate excellent communication skills, strong multitasking ability, and quick decision-making ability. Emergency Call Takers must remain composed, focused, and display sound judgment during high-risk situations while operating multiple software applications such as a computer aided dispatch system or phone system. Applicants should value teamwork, professionalism, and recognize the importance of continuous learning while being prepared to receive, and be receptive of, frequent feedback.

Applicants should be prepared to adapt to a flexible work schedule which includes working nights, weekends, and holidays. Above all the ideal candidate embodies Stanislaus Regional 911 values which include empathy, tolerance, and empowerment while displaying a strong commitment to serve the community.

The Emergency Call Taker is the entry-level classification for newly appointed and inexperienced employees in the Emergency Dispatcher classification series. Emergency Dispatch provides twenty-four hours a day, seven-days a week public safety emergency dispatch service and is the focal point for the 9-1-1 telephone system. Shifts are day, evening and nights, rotating every four months. The 12-hour work schedule consists of working a three-day work period followed by a three-day regular day off period.

In addition to formalized training, Emergency Call Takers, under direct supervision, learn and practice standardized dispatching procedures, and gain knowledge of the operations of the 9-1-1 emergency telephone system and the computer-aided dispatching system. Individuals in this position will be required to demonstrate their competence through verbal and practical tests and performance evaluations on a weekly basis during their trainee employment.

This is necessary due to the high degree of liability the call taker can incur both individually and for the County or contract Public Safety Agency. The basic qualification to advance to an Emergency Dispatcher shall be proficiency in the skills of an Emergency Call Taker PLUS two radio position groups (Fire, Police, and Sheriff). This position is subject to overtime, standby, and callback assignments.

Typical tasks include:

• Receive complaints and requests for assistance at the Stanislaus Regional 9-1-1;
• Procure accurate and timely information needed to classify and dispatch user agencies;
• Classify complaint type and enter data into the Computer Aided Dispatch (CAD) system;
• Determine appropriate response and course of action in accordance with established policy, procedures, and codes;
• Provide information to field units, the public and other agencies; and
• Relay calls and information to other appropriate agencies in or out of the Stanislaus County 9-1-1 system.

Minimum qualifications include:

Knowledge:

• The techniques, procedures and methods used in the operation of a public safety communications center;
• The use and proper care of radio, telephone and other job-related equipment;
• Federal Communications Commission rules and regulations pertinent to public safety operations;
• The location of major streets, highways, rivers, public places and geographical landmarks within Stanislaus County; and
• The general functions of the Sheriff's Department, City Police, Fire Departments and other public safety agencies.

Skills/Abilities:

• Quickly and accurately follow written and oral instruction;
• Learn rules and regulations quickly and interpret them correctly;
• Reason clearly, analyzing situations rapidly and accurately in order to quickly adopt an effective course of action;
• Speak clearly and concisely using proper English;
• Hear and distinguish between several voices at the same time while acquiring and retaining the information;
• Spell correctly using proper English;
• Function efficiently and calmly under pressure;
• Type accurately at a minimum speed of 35 (net) words per minute;
• Rapidly and accurately operate complex computerized equipment;
• Read and understand maps;
• Monitor multiple CRT screens simultaneously; and
• Properly use a headset.

Education/

Experience:

• Graduation from high school, or possession of the high school level General Education Development (GED) Certificate; AND
• One (1) year full-time general work experience that involved public contact; AND
• All offers of employment will be contingent upon individuals passing an extensive background investigation required by the Department of Justice because of computer access to confidential criminal information.

Desirable qualifications include:

• Six (6) months experience providing customer service to the general public; OR
• One (1) year experience in a supervisory capacity.