Call Taker

About the Position

The Call Taker answers emergency and non-emergency telephone calls, performing specialized work receiving and relaying messages in a law enforcement communications center. This position differs from the Emergency Dispatcher in that the Call Taker receives calls, while the Emergency Dispatcher dispatches calls to field units using a two‑way radio system.

About the Maricopa County Sheriff’s Office: Do you possess integrity, strong interpersonal skills, and a desire to serve your community? Maricopa County Sheriff’s Office invites you to become part of Arizona’s leading law enforcement agency. We are seeking passionate individuals to join our team with a variety of openings for civilian, detention, and sworn personnel. We together support and provide public safety.

We are OneMCSO – become one with us!

Come make a difference! Apply today!

Education

• High school diploma or GED

Experience

• One (1) year of experience in public contact or customer service.

Combined education and experience qualifications

• An equivalent combination of post‑secondary education and/or experience may substitute for the minimum qualifications on a year‑for‑year basis.

Other requirements

• Within six (6) months of employment or assignment must train for, functionally test on, and affirm the proficiency of terminal operations to assure compliance with Federal Bureau of Investigation (FBI) CJIS policy and regulations and retest every two (2) years.
• Training on the job:
  Certified Basic Public Safety Telecommunicator, CPR, FEMA NIMS – IS100, 700 and 800.
• Successful candidates must not have a revoked or suspended driver’s license.
• Prior to hiring, the Sheriff's Office requires that all candidates pass an extensive background review.

Preferred candidate has

• Dispatch or call‑taker experience with operation of multi‑line telephone system. Experience with computer data entry.
• Ability to type 35 words per minute.

Maricopa County is an EEO/ADA Reasonable Accommodation Employer.

Work Environment:

• Indoors
• Frequently in a confined area, high noise level.
• Rarely outdoors or in temperatures above 90°F or below 40°F.
• Conditions may rarely include stairs or ladders, dim lighting, bright lighting.
• Conditions rarely include chemicals/fumes, smoke/dust, wet/damp, exposure to contagious diseases.

Physical Environment:

• Sitting, standing, walking
• Speaking, hearing, seeing, reading
• Distinguishing colors
• Bending/kneeling, reaching, twisting
• Crouching, balancing
• Lifting floor to waist twenty (20) pounds
• Carrying a weight of twenty (20) pounds for a distance of 25 feet

Social Environment:

• Constant emergencies, frequent traumatic subject matter
• Constant interruptions, time pressures
• Handling multiple or complicated tasks, frequently changing tasks, unscheduled tasks
• High volume of work
• Accuracy
• Decision making
• Concentration/vigilance
• Working in a team environment in close proximity with others
• Regular overtime/rotating shifts
• Frequent public contact
• Conditions rarely include working in isolation, dangerous environment

Knowledge of:

• Telephone call‑handling techniques.
• Structure and content of the English language, including spelling and grammar.
• Local geography and topography.

Skill in:

• Using standard office equipment and software.
• Entering data into computer systems.

Ability to:

• Exercise sound judgment in handling and prioritizing calls.
• Communicate effectively in oral and written formats as appropriate for the needs of the audience.
• Remain calm and provide assistance under stressful conditions.
• Establish and maintain effective working relationships.

• Operates and utilizes a multi‑line telephone and Computer Integrated Telephony and Power 9‑1‑1 emergency telephone equipment.
• Interview all callers to determine the nature of the call, location, and other related information as required.
• Processes requests received according to policy and procedure, and extracts information from the requestor to identify the most appropriate agency of responsibility and level of response.
• Enters requests into the computer‑aided dispatch system.
• Maintains telephonic contact with callers in emergency situations until…