Call Taker

Job Summary

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.

Attaching a resume or curriculum vitae is not an alternative to filling out the application in its entirety. Leaving sections of the application blank, noting "see resume or CV" or any similar response on any portion of your application may lead to a determination your application is incomplete and removal from consideration for this job posting.

At time of application, applicants are requested to submit if applicable:

• Copy of academic transcripts (unofficial are okay, please ensure that the institution name/URL is listed on the transcript) if using education to meet the minimum qualifications.
• Three (3) professional references, two of which must be from a current or former supervisor (not applicable for internal positions).
• Reference requests are automatically sent upon submission of your application for certain positions.

For your application to be evaluated you must answer the Supplemental Questions. Be sure to read each question carefully, answers cannot be changed once your application is submitted. Supplemental questions regarding certification, licenses or experience will be verified against information in your application and/or resume, failing to list required experience may cause your application to be denied.

If post-secondary education is required to meet the minimum qualifications, you must fill in the Education section of the application. If you have not obtained a degree, please indicate the number of units completed. Copies of transcripts are required to verify educational credentials if used to meet the minimum qualifications for a position. Transcripts can be attached at the time of application or within 48 hours of the close of this recruitment to the contact person listed below.

The City of Wasilla complies with Title I of the Americans with Disabilities Act (ADA). Individuals with disabilities, who require accommodation, auxiliary aides or services, or alternative communication formats, please call View phone number on click.appcast.io. The City of Wasilla is an equal opportunity employer.

In compliance with the Drug-Free Workplace Act of 1988 the City of Wasilla prohibits the unlawful manufacture, distribution, dispensing, possession, or use by an employee of a controlled substance as defined in Schedules I through V of Section 202 of the Controlled Substances Act (21 USC 812), and as further defined by policy at 21 CFR 1308.11 1308.15 is prohibited in any workplace of the city.

Any individual who conducts business for the city, applies for a position or conducts business on the city's property is covered by the drug-free workplace policy. The policy includes, but is not limited to, all employees, contractors, volunteers, interns, and applicants.

If you choose to be contacted by email, please ensure your email address is correct on your application and that the spam filter will permit email from the 'governmentjobs.com' domains. For information on allowing emails from the 'governmentjobs.com' domains, visit the Lost Password Help page located at /User/ResetPassword .