Call Taker

Job Title

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.

Essential Duties

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 transmitting 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.

Knowledge, Skills and Abilities

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.

Experience, Education Certificates, and Licenses

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.

Emergency Services, Computer knowledge, Public Safety Communications, or Military related experience is desired.

Applicants will be tested to determine experience, skill level, and abilities.

Telecommunications experience is desired.

Must possess a valid driver's license at time of application and be able to operate a motor vehicle.

Must provide a current (dated within 30 days of request) driving record from the state in which driver's license is held.

Must obtain a valid State of Alaska Driver's License with satisfactory driving record at time of hire.

Be able to obtain and hold a security clearance meeting the requirements of the Alaska Public Safety Information Network (APSIN).

Obtain and maintain Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), Emergency Telecommunicator (ETC), and CPR certifications.