Emergency Service Call Taker - Emergency Communications

Emergency Service Call Taker - Emergency Communications

Responsible for processing emergency and non-emergency calls. Provide the critical link for citizens to the emergency response system. Ensure that public safety personnel can respond to emergencies in a safe and timely manner. Provide emergency medical instructions to callers in need. Provide safety instructions to callers who are in dangerous situations. Document pertinent information as provided by callers.

Exercise professionalism, compassion, and empathy in all interactions with citizens and other first responders. Call Takers should be able to adapt to unknown, unforeseen, and often extreme circumstances in real time. Exercise exceptional decision-making and problem-solving skills while adhering to policy guidelines and protocols.

Essential Job Functions:

• Answer calls via telephone system; effectively interview callers by using established call taking techniques to ensure an efficient flow of information to dispatchers and other first responders
• Make customer service a priority
• Utilize Computer Aided Dispatching (CAD) system for call entry
• Provide necessary instructions or directives to callers

Minimum Qualifications:

• High school diploma or equivalent
• 18 years of age at time of hire
• No felony convictions

Preferred Qualifications:

• Bilingual

Required Pre-Employment Testing/Screening:

• Physical
• Criminal background check and pre-employment screens

Training and Promotional Process:

• New hires are first trained to manage emergency calls and are then expected to cross-train into the role of a Dispatcher when they attain proficiency as a Call Taker. Promotions are merit and performance-based.
• Call Taker ($20.10 hourly) – Starting pay.
• Dispatcher I ($22.17 hourly) – Granted immediately upon acceptance to the dispatch training academy.
• Dispatcher II ($24.43 hourly) – Earned after a demonstrated level of proficiency in dispatching.