Call Taker

Salary: $40,238.00 - $63,291.00 Annually
Location : Police Headquarters, 111 Henley Place, Suffolk, VA
Job Type: Full Time
Job Number: 04604
Department: POLICE-COMMUNICATIONS
Opening Date: 07/28/2026
Closing Date: 8/11/2026 11:59 PM Eastern


Description
Under direct supervision, performs communications work in the Emergency Communications Center of the Police Department on an assigned shift. Work involves receiving all incoming calls received in the Center on administrative and emergency lines for the Police Department, Fire Department, rescue services, and operating a computer terminal connected to the Virginia Criminal Information Network and the National Crime Information Center. Employee must exercise considerable tact and firmness in obtaining information from distressed persons. Employee must exercise independent judgment and initiative in receiving messages, collecting information, and responding to emergency situations. Reports to the Communications Lead Operator. Employee is expected to complete the probationary period.
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Essential Job Functions

• Operates a TTY system through the VESTA phone system to receive and transmit messages; receives and responds to complaints and requests for service; obtains necessary information; and inputs pertinent data into computer system.
• Notifies other agencies needed to assist Police, Fire and Rescue in emergencies.
• Operates a computer terminal connected with the Virginia Criminal Information Network (VCIN) and the National Crime Information Center (NCIC) to obtain such information as driver's history, vehicle registration data, criminal record information, stolen property information, etc., as necessary; uses the CAD system for information input and retrieval.
• Enters stolen property or wanted persons and transmits necessary messages nationwide.
• Maintains and enters all complaints and services requested in the City computer database; retrieves this data from the City computer as requested and authorized; monitors security alarms for businesses, court, schools, etc.; maintains an idea of the location of City vehicles.
• Answers telephone; receives inquiries and provides information or refers inquiries or messages to appropriate personnel, departments, or agencies.
• Performs various clerical duties, as necessary.
• Runs call history information for officers.
• Performs other related duties as required.

Required Qualifications
High school diploma or GED. Must hold certification or become certified in CPR, EMD, VCIN/NCIC operation, and basic dispatching.

Supplemental Information

• Knowledge of the policies, procedures, and activities of the City and or departmental practices as they pertain to the performance of duties relating to the position of Call Taker.
• Knowledge of the terminology, principles and methods utilized within the department. Knows how to keep abreast of any changes in policy, methods, administrative changes, or related procedural updates as they pertain to departmental operations and activities.
• Knowledge and proficiency with computers and software programs typically utilized in the position. Is able to read, understand, and interpret technical reports and related materials.
• Ability to receiving calls coming into the department; determine appropriate course of action based on the nature of the call; take clear messages and provide assistance to callers as necessary.
• Ability to perform routine clerical work to assist the department.
• Ability to comprehend, interpret, and apply regulations, procedures, and related information.
• Ability to effectively communicate and interact with department employees, supervisors and members of the general public, and all other groups involved in the activities of the department.
• Ability to assemble information and make written reports and documents in a concise, clear, and effective manner. Is able to use independent judgment and work with little direct supervision as situations warrant.
• Ability to use mathematical methods to perform required calculations.
• Ability to review, classify, categorize, prioritize, and/or analyze data Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.
• Ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.
• Ability to read a variety of reports, informational documentation, directions, instructions, and methods and procedures. Requires the ability to write reports with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control, and confidence using correct English and well-modulated voice.
• Ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
• Ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.
• Ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.
• Ability to inspect items for proper length, width, and shape, visually with job-related equipment.

Seasonal Employees- No Benefits
Part-time Employees - Sick Leave (See below)
Full Time Employees are eligible for the following benefits;

Retirement (Virginia Retirement System employer) for employees hired on or after 1/1/14 - Hybrid Members
Hybrid plan members contribute 4 percent of creditable compensation to the defined benefit plan and 1 percent to the defined contribution plan each month. Members may voluntarily contribute up to an additional 4 percent in 0.5 percent increments to the defined contribution plan each month. Members can increase or decrease their voluntary contributions on a quarterly basis. With the mandatory and voluntary contributions to the defined contribution component of the plan, members can contribute a maximum of 5 percent with a 3.5 percent match from the employer. Members invest in various investment options that best fit their needs.
Vested after 5 years in the defined benefit part of the plan. Vested in phases based on years in the Defined Contribution part of the Plan. The retirement eligibility for a full or reduced retirement pension in the Hybrid Plan is very detailed. Please contact the Virginia Retirement System or the Human Resources Department for details.

Paid Time Off (PTO) Yearly earnings
120 Hours (1-59 months), 144 Hours (60-119 months), 168 Hours (120- 179 months), 192 Hours (180 and over)
Sick Leave
Part Time employees earn 4 hours per month Sick leave accrues at the end of the month and may be accrued with no ceiling.

Personal Leave
All regular full time employees are granted 24 hours of personal leave each calendar year. Personal leave must be preapproved and is not cumulative.
Health Insurance
Coverage available for you and your eligible dependents using pre-tax payroll deductions if elected.
Supplemental Insurances
Employees may purchase the following supplemental insurance policies: short term and long term disability, cancer, accident, supplemental hospitalization, and group universal life insurance.
Employer Sponsored Short Term and Long Term Disability
Provides disability coverage for employees work and non-work related disabilities. Work related disabilities are covered starting on day one (1). Non work related disabilities are covered starting on day eight (8), after you have been employed for one year.
Flexible Spending Accounts
Employees may participate in the Health Reimbursement, Dependent Care Reimbursement and Premium Reimbursement Accounts. All deductions are made on a pre-tax basis and will reduce your taxable income.
Life Insurance
The city pays the entire premium for life insurance coverage in the amount of 2 times annual salary for natural death and 4 times annual salary for accidental death.
Optional Life Insurance
Employees have the option of electing additional life insurance coverage in the amount of 1, 2, 3 or 4 times their annual salary. Employees may only purchase optional life insurance on spouses and children if they are enrolled in optional life insurance for themselves.


Family and Medical Leave Act (FMLA)
12 weeks of job protected leave for leaves approved in accordance with the Family Medical Leave Act. Employees receive continuation of health insurance, job protection and consideration for a comparable job when available, or an equivalent job, upon return to work.
Funeral Leave
24 hours of paid leave of absence in case of death in immediate family.
Holidays
Suffolk follows the Virginia State holiday calendar as set by the Governor of the Commonwealth of Virginia.

Jury Duty
Time off with pay with difference between jury pay and regular pay or use annual leave and keep check.
457 Deferred Compensation, ROTH IRA, Traditional IRA
Offered through ICMA Retirement Corporation as a way to shelter a portion of your salary from income taxes and save for retirement.
Employee Assistance Program
Offers employees and immediate family members (3) free, confidential counseling sessions related to a broad range of issues such as marital or family conflict, job or personal stress, alcohol or drug abuse, financial or legal worries, etc.

Worker's Compensation
Should an employee have an on the job injury, he/she could be eligible for Workmen's Compensation Benefits, except in cases of willful neglect.

Pay Days
Employees will be paid on the 15th and last working day of each month.
Credit Union
A Suffolk Credit Union is available to employees.
Legal Services
Employees may prepay for access to legal assistance.
Notary Public Services
Services available in the Human Resources Department.

Alternative Work Schedule For some positions -Offers 4 Alternative Work Schedule options to provide employees with greater control over their personal and professional time, as well as reducing absences.
01


Do you have a high school diploma or GED and some experience in clerical or communications work?

• Yes
• No

02


Do you have a valid driver's license and does your driving history NOT include any of the following:• Four or more negative points on a Virginia Operator's license (or the equivalent for out of state residents). Points may be negated by attending defensive driving school offered by the DMV prior to one on one interview with the background investigator. • Conviction of driving under the influence of drugs or alcohol (within past five years). • Multiple convictions of DUI. • Refusal to take a blood or breath test (within past five years). • Eluding police (within past five years). • Leaving the scene of an accident (within past two years). • Suspension or revocation of license or conviction of reckless driving within the last twelve months.

• Yes
• No

03


Illegal drug involvement in any of the following: • the sale of or distribution of illegal drugs. • possession of a schedule I or II drug or any derivative thereof within the last five years (excluding marijuana). • use and/or possession of anabolic steroids within the last five years. • use of any drug classified as a hallucinogen within the last five years.

• Yes
• No

04


Have you ever been convicted of any of the following:• felony; • domestic violence; • founded child abuse or neglect;• embezzlement or misappropriation of funds; or • any crimes of moral turpitude (lying, cheating, stealing)

• Yes
• No

05


Do you have any previous experience operating a multi-line phone system?

• Yes
• No

Required Question