Call Taker

Health Insurance Program – Health insurance coverage includes medical, dental and vision care and is available for an employee and his/her eligible dependents Holidays – Thirteen (13) Holidays are granted in each Fiscal Year. Employees who are active at the beginning of the fiscal year (December 1st) also qualify for a floating holiday. Sick Leave – Granted sick leave is earned and accrued at the rate of one (1) day for each month of service and may be accumulated up to one hundred and seventy-five (175) working days Vacation Leave – Granted Vacation leave is earned and accrued, with employees having the opportunity to accrue fifteen (15) days within the Fiscal Year; Vacation leave accruals increase based on an employee’s anniversary date of employment Life Insurance – Basic term life insurance, equal to one (1) times the employee’s annual salary, is offered to every employee at no cost and the employee may elect to purchase supplemental coverage Pension Plan – Employees contribute into the Cook County Pension Fund and earn a prescribed percentage for each year of service; employees may be eligible for an annual annuity after ten (10) years of service and upon reaching a certain age based on when the employee started employment Deferred Compensation Program – Employees may elect to enroll in a deferred compensation plan, a tax deferred plan which may be used as a supplemental retirement option Cook County Sheriff's Office Human Resources Department Contact Information Address Cook County Sheriff's Office Attn: Human Resources Department 3026 S. California Building #2 Chicago, IL 60608 Website Phone View phone number on click.appcast.io Position Information Application Deadline 01/18/27 Salary Starting: $31.211/hour Salary Grade: 15 Benefits Health Insurance Program – Health insurance coverage includes medical, dental and vision care and is available for an employee and his/her eligible dependents Holidays – Thirteen (13) Holidays are granted in each Fiscal Year. Employees who are active at the beginning of the fiscal year (December 1st) also qualify for a floating holiday. Sick Leave – Granted sick leave is earned and accrued at the rate of one (1) day for each month of service and may be accumulated up to one hundred and seventy-five (175) working days Vacation Leave – Granted Vacation leave is earned and accrued, with employees having the opportunity to accrue fifteen (15) days within the Fiscal Year; Vacation leave accruals increase based on an employee’s anniversary date of employment Life Insurance – Basic term life insurance, equal to one (1) times the employee’s annual salary, is offered to every employee at no cost and the employee may elect to purchase supplemental coverage Pension Plan – Employees contribute into the Cook County Pension Fund and earn a prescribed percentage for each year of service; employees may be eligible for an annual annuity after ten (10) years of service and upon reaching a certain age based on when the employee started employment Deferred Compensation Program – Employees may elect to enroll in a deferred compensation plan, a tax deferred plan which may be used as a supplemental retirement option The 2026 Cook County Employee Benefits Overview can be viewed at: Sworn 6,700 Population 450,000 Position Details Posting Number 2026-47 Job Code 9630 Department Sheriff’s Police Bargaining Unit FOP Position Details Civilian (non-sworn) / non-merit ranked / internal & external candidates FLSA Status Non-Exempt Probation Period 365 Days Designation – SEAM EE Not Applicable Location of Position: Cook County Sheriff’s Police Department Emergency Communications Center 9511 Harrison Street Des Plaines, IL 60016 Office Hours Monday through Friday 8:30 AM to 4:30 PM General Overview Characteristics of the Position: The Cook County Sheriff's Police Department Emergency Communications Center, located in Des Plaines, Illinois is seeking applicants for the position of Call Taker. The center continues to rapidly grow as additional agencies are consolidated into the Cook County ETSB. The service population is 450,000 residents. The Emergency Communications Center is multi-jurisdictional operation that receives and dispatches police only for service in Cook County, as well as Metra rail lines located in Cook, DuPage, Kane, Kenosha (WI), Lake, McHenry and Will counties. The center is a high activity environment that processes over 2,100 phone calls a day. The call taker position supports a twenty- four(24) hour, seven (7) days a week operation where applicants must have the ability to work rotating shifts that include weekends and holidays. Call takers are responsible for answering Emergency 911 and non-emergency calls for all unincorporated areas of Cook County, as well as assisting those jurisdictions that do not have Emergency 911 systems or contract dispatch agencies. Call takers enter all emergency data into the Premier One Computer Aided Dispatch (P1 CAD) system. The call taker, from the information received, determines the nature of the call (police, fire, EMS, or other emergency) and assigns its priority using designated codes in P1 CAD. Call takers are responsible for entering, retrieving and accurately interpreting information contained in the Law Enforcement Agencies Data System (L.E.A.D.S.) and the National Crime Information Center (NCIC) system and for responding to public works, utilities, and community service calls for assistance and/or repair. Key Responsibilities And Duties Enters all emergency data into CAD. Assists with the maintenance of records, maps and all communications equipment and performs administrative, clerical tasks and data entry and retrieval essential to the efficient operation of the communications center. Cancels, Confirms, Enters, Locates, Modifies and Validates records into the Law Enforcement Agencies Data System (LEADS) and/or the National Crime Information Center (NCIC) system. Responsible for adhering to LEADS policies. May assist in the on-the-job training of new Telecommunicators personnel, and/or assist or relieve other Telecommunicators, as required. Keeps informed of County ordinances, Department Policies, State Statutes, Standard Operating Procedures (SOPs) and other law enforcement related information/documents. Maintains and cares for communications console station and related equipment. May be required to review transcripts and/or tape recordings related to the investigation of complaints/calls for service and may be required to testify in court. Knowledge, Skills, And Abilities Actively listens to others and understands their needs and situations; writes and speaks English in an understandable manner; assertively controls conversations in order to quickly and accurately gather pertinent information and communicates this information professionally and precisely to the proper recipient. Reads and understands correspondence, directives and General Orders; willingness to support and carry out directive and the mission of the agency. Acts in a decisive manner, using good judgment; assesses problems and situations; anticipates needs and evaluates alternatives; deals professionally with emergency and stressful situations to avoid over-reaction; maintains flexibility in adjusting to situations and procedures. Deals with people with a high degree of personal integrity; sensitive to other's problems without direct involvement; excludes personal biases from work performance; has ability to accept criticism and/or discipline; has tact and diplomacy; strives to promote a cooperative atmosphere in the Communications Center and maintains a positive attitude. Must have emotional stability, self-motivation, loyalty and commitment to the organization, to include the County, as well as agencies the 9-1-1 Center serves; willingness to take the initiative; be dependable; display maturity in relationships with others; have good personal appearance and self-confidence. Ability to represent the organization to other agencies and citizens with a courteous, helpful, accurate and business‑like attitude. Detects and corrects errors; performs multiple tasks simultaneously; coordinates heavy workloads to maintain organization and utilizes work time properly and productively. Successfully acquires working knowledge of radio equipment, telephone and computer functions during probationary period; updates and maintains such knowledge on a continuous basis; acquires and applies knowledge of equipment limitations and alternatives. Possess knowledge of the service area, surrounding area and cooperating agency procedures and resources. Possess the ability to quickly learn new information and initiate improvements in both technical and procedural areas. Ability to work up to twelve (12) hours at a time, continuously wearing a communications headset that will cover one (1) ear or fit within the ear canal of an ear, while retaining the ability to hear and understand other outside sound sources not coming to this ear piece; ability to read and discern visual images on a variety of media; ability to remain seated at the same workstation for up to twelve (12) hours at a time, while maintaining the ability to type accurately on a computer keyboard, all while conversing with callers. Must be able to work all shifts of a twenty‑four (24) hour, per day period. Must be able to report for mandatory overtime, four (4) hours before the start of your scheduled shift OR four (4) hours after your scheduled shift. Must be able to speak and express oneself in a clear and articulate manner. Possess knowledge of techniques and procedures used in operating emergency communications equipment. Possess knowledge of customer service standards and best practices. Possess knowledge of applicable Law Enforcement Agencies Data System (LEADS)/National Crime Information Center (NCIC) system and guidelines. Possess skills in empathetic listening techniques. Physical Requirements This position is in a call center environment, with exposure to multiple computer screens and requires work under stressful conditions. Essential and marginal functions may require maintaining physical condition necessary for sitting for prolonged periods of time and continuously wearing a headset which restricts movement in the work area. The hours of operation are twenty-four (24) hours a day, three hundred and sixty-five (365) days a year. The employee is primarily scheduled for shift work hours and work periods may have permanent or rotating days off, frequently requiring the employee to work holidays, weekends, evenings and nights. Minimum Qualifications Possession of a High School Diploma or General Education Development (G.E.D.) test certificate. As of the date of application, candidates must have reached their 19th birthday. Must be capable of working up to fifteen (15) hours at a time, continuously wearing a communications headset that will cover one (1) ear or fit within the ear canal of an ear, while retaining the ability to hear and understand other outside sound sources not coming to this ear piece; ability to read and discern visual images on a variety of media; ability to remain seated at the same workstation for up to fifteen (15) hours at a time, while maintaining the ability to type accurately on a computer keyboard, all while conversing with callers. Typing skills (30 w.p.m. with 90% accuracy), familiarity with computer keyboards and data inputting, clearly legible handwriting and proficiency in spelling. Skill testing is required for this position** Must successfully pass written examination(s). Must successfully pass an oral interview panel. Must successfully pass a hearing and vision test. Must successfully pass background investigation(s). Must meet all unit requirements to the satisfaction of the Director of Communications within the contracted three hundred and sixty-five (365) day probationary period. Must possess the ability and willingness to work any or all assigned shifts of a twenty‑four (24) hour day period and be available to emergency call‑in; overlapping of shifts and/or overtime may be required. Must successfully obtain certification from the State of Illinois as a Law Enforcement Agencies Data System (LEADS) Operator within ninety (90) days of hire and maintain current certification throughout course of employment. In addition to fully completing an application and meeting all noted minimum requirements, all applicants MUST successfully complete testing offered. As Part Of The Assessment Process, You Will Encounter Simulated 9-1-1 Calls And Scenarios That May Include Disturbing Or Emotionally Upsetting Content, Such As Profanity and abusive language References to violence or traumatic events Highly emotional or confrontational callers These elements are not intended to cause distress but rather to reflect the realities of work in a 9-1-1 emergency communications center. Telecommunicators are often exposed to callers who are panicked, hostile, grieving, or in crisis. Assessment results are aided with the use of Artificial Intelligence (AI). The purpose of this assessment is to evaluate how candidates manage focus, composure, and professionalism in the face of such challenges. Preferred Qualifications One (1) or more years of professional, full time work experience as a 9-1-1 police dispatcher or call taker in the last 3 years. One (1) or more years of professional work experience in the use of the Premier One Computer-Aided Dispatch (P1 CAD) system. Possession of a current Law Enforcement Agencies Data System (LEADS) certification. One (1) or more years of professional, full time work experience in a multijurisdictional 9-1-1 Center. Completion or current enrollment in a Public Safety Communications course resulting in obtaining a vocational training certificate. The duties listed are not set forth for purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a job title or those to be performed temporarily outside an employee’s normal line of work. Article EE, Civilian Selection Process, of the Sheriff’s Employment Action Manual (SEAM), applies to this employment process and can be found at the following link: Please note that there are no remote job opportunities, all positions are located onsite. EEO Statement The Cook County Sheriff’s Office is an equal opportunity employer and prohibits all unlawful discrimination in its hiring and promotional process. The Cook County Sheriff’s Office employment decisions will not be based on race, color, ancestry, religion, national origin, age, gender identity, sexual orientation, family or parental status, disability, genetic information, or any other basis prohibited by applicable law. Drug And Alcohol-Free Workplace It is the policy of the Cook County Sheriff’s Office to provide a drug- and alcohol-free workplace for all members. It is imperative that all Sheriff’s Office members are capable of devoting constant and uninterrupted attention to the performance of all assigned duties without risk to safety and security for themselves, other members, or the public. To ensure the goals of this policy are met, all Sheriff’s Office members shall be subject to drug and alcohol testing, whether mandatory, random, or based on reasonable suspicion. Must be legally authorized to work in the United States.* This position requires successful completion of post-offer tests, which may include a background check, drug screen and/or medical examination. Falsification of any information in the application process will result in disqualification and ineligible for appointment to, or employment in, a position in the County service for a period of five years. For current Cook County Sheriff’s employees, such falsification may result in discipline, up to and including termination, and ineligible for appointment to or employment in a position in the County service for a period of five years. See Cook County Code of Ordinances, Article II, Sections 44-54 Unlawful Practices Relating to Employees and Employment - Penalty, 44-56 Political Discrimination; Cook County Employment Plan, Section V.N. Pre-Interview License and Certification Verification; Supplemental Policy No. 2014-2.13 Ineligible for Rehire List; and Cook County Personnel Rules 3.3(b) (7) (8) (18). The Cook County Sheriff’s Office hiring process is governed by the Sheriff’s Employment Action Manual (SEAM) which prohibits employment actions from being influenced by any Political Reasons or Factors for Non-Exempt Positions. Cook County Sheriff’s officials and employees who become aware of or receive a complaint that involves an allegation of Political Reasons or Factors being considered in the hiring process of Non-Exempt positions are obligated to refer the complaint to the Cook County Sheriff’s Director of Compliance. If the Cook County Sheriff’s Director of Compliance sustains allegations of Political Reasons or Factors being considered, the Cook County Sheriff’s Office will disqualify the Applicant or Candidate from consideration for employment and disciplinary action will be imposed on any involved Cook County employees, if applicable. The advertisement of this position by any individual does not constitute an offer or promise of employment, promotion, or any other employment action and shall not influence the Cook County Sheriff’s Office hiring decision. The Cook County Sheriff Office is an Equal Opportunity Employer. The Cook County Sheriff’s Office prohibits all unlawful discrimination in its hiring and promotional process. #J-18808-Ljbffr The Blue Line