Call Taker

The City of Wasilla is currently recruiting applicants for the Call Taker position with MATCOM. This is a non‑exempt, full‑time position with benefits. This position is responsible for the initial screening of calls coming into the dispatch center, determining the nature and severity of those calls, and taking the appropriate course of action. This may include determining the required dispatch response, redirecting the caller to a different department, providing information for a resolution to the issue, or transferring the caller to a Dispatcher.

As a Call Taker, you will operate a schedule which consists of 12‑hour shifts, rotating days off, with expected overtime. Being an excellent typist and multitasker is a MUST for this role in its fast‑paced environment.

The application package includes the documents listed below. Incomplete applications may be disqualified for further review.

• Two Reference Letters
• Five Minute Typing Test with a minimum net speed of 50 WPM
• Typing test may be obtained from:
  • Alaska Job Center
  • Open 8am-5pm No Appointment Necessary
  • Wasilla Office
    
    Location:
    
    877 Commercial Drive, Wasilla, AK 99654
  • Phone:
• Similar Typing Center Option For Out‑of‑State Applicants

• Successful applicants will be invited to take the Critical Test.
• Those applicants who pass the Critical Test will be invited to the Oral Board and encouraged to “sit in” and observe in the dispatch center.

• Pass an extensive background check
• Pass a pre‑employment drug test
• Pass an audiology exam

Please note:
This recruitment phase may take up to six weeks.

• Effectively communicate with the community and co‑workers by giving information, directions, guidance and instructions by telephone and interpersonal methods.
• Gather information; receive complaints and/or requests for service (both routine and emergency), via a multi‑line telephone system and/or through interpersonal communications.
• Correctly determine initial responses for varying Police, Fire, and EMS calls using standardized protocols.
• Recognize potential emergency situations and effectively transmit the information to an on‑duty Dispatcher.
• Provide accurate information to user agencies when needed, in a professional and courteous manner.
• May perform clerical work for administrative personnel.
• Perform other job‑related duties and special projects as assigned.
• Qualify and pass all initial and yearly APSIN Exams.
• Protect APSIN information as required by state law.
• Establish and maintain effective working relations with supervisors, co‑workers, public and private officials, and the general public.
• Maintain composure and effectiveness in highly emotional and stressful situations.
• Prioritize actions during multiple response scenarios requiring division of attention.

• This position requires the application of communication skills in a calm demeanor with a professional attitude, and a mature disposition all being necessities of the job.
• Type at a net speed of 50 words per minute.
• Operate a computer terminal and CAD equipment as well as other dispatch resources in accordance with the Department's Standard Operating Procedures.
• Understand and operate basic computer program functions such as file, save, recovery and search.
• Memorize hot key functions.
• Perform telecommunications related functions such as clear speaking ability and excellent listening skills.
• Accurately track and submit documents to/from agencies and personnel as needed.
• Maintain strict confidentiality of all calls, conversations, and written materials.
• Provide and understand geographical detail within service areas.
• Homeland Security orientation tests (Incident Command Systems) will be required as a term of employment taken on‑line:
  Entry level IS‑100.b within thirty days of date hired and IS‑200.b, IS‑700.a, and IS‑800.b within one year of date of hire.

• High school diploma, GED or equivalent required.
• Two years of work experience involving a substantial amount of public contact and office clerical duties.
• Must pass an extensive background investigation, audiological examination, and pre‑employment drug testing.
• Eme…