Call Taker

Call Taker

The Call Taker answers emergency and non-emergency telephone calls, performing specialized work receiving and relaying messages in a law enforcement communications center. This position differs from the Emergency Dispatcher in that the Call Taker receives calls, while the Emergency Dispatcher dispatches calls to field units using a two-way radio system.

ABOUT THE MARICOPA COUNTY SHERIFF'S OFFICE:

Do you possess integrity, strong interpersonal skills, and do you have a desire to serve your community? The Maricopa County Sheriff's Office (MCSO) invites you to become part of Arizona's leading law enforcement agency. We are seeking passionate individuals to join our team with a variety of openings for Civilian, Detention and Sworn personnel. We come together as a team to support and provide public safety. We are OneMCSO – become one with us!

Come make a difference! Apply today!

POSITION QUALIFICATIONS:

We recognize your time is valuable, so please apply if you meet the following required qualifications:

• High school diploma or GED
• One (1) year of experience in public contact or customer service.
OR
• An equivalent combination of post-secondary education and/or experience may substitute for the minimum qualifications on a year for year basis.

Other requirements:

• Within six (6) months of employment or assignment must train for, functionally test on, and affirm the proficiency of terminal operations to assure compliance with Federal Bureau of Investigations (FBI) CJIS policy and regulations and retest every two (2) years.
• Training with to be provided on-the-job: Certified Basic Public Safety Telecommunicator, CPR, and FEMA NIMS – IS100, 700 and 800.
• In order to be considered for employment with the Maricopa County Sheriff's Office, successful candidates must not have a revoked or suspended driver's license.
• Prior to hiring, the Sheriff's Office requires that all candidates pass an extensive background review.

Our preferred candidate has:

• Dispatch or call taker experience with operation of multi-line telephone system. Experience with computer data entry.
• The ability to type 35 words per minute.

Working Conditions

Maricopa County is an EEO/ADA Reasonable Accommodation Employer.

The following environments described are only representative of how the essential job tasks are currently performed or envisioned. As such, in order to accommodate a disability or limitation, the essential job tasks may be performed in ways other than described on these pages.

Work occurs primarily indoors in a 24x7 operation and requires sitting for long periods of time in a confined area with limited mobility. Tasks require ability to manage high work volumes, time pressures, and high stress levels. Responsibilities require concentration, accuracy, ethical conduct and a professional demeanor.

Work Environment:

• Indoors
• Frequently in a confined area, high noise level.
• Rarely outdoors or in temperatures above 90 degrees or below 40 degrees.
• Conditions may rarely include stairs or ladders, dim lighting, bright lighting.
• Conditions rarely include chemicals/fumes, smoke/dust, wet/damp, exposure to contagious diseases

Physical Environment:

• Sitting, standing walking
• Speaking, hearing, seeing, reading
• Distinguishing colors
• Bending/kneeling, reaching, twisting
• Crouching, balancing
• Lifting floor to waist twenty (20) pounds
• Carrying a weight of twenty (20) pounds for a distance of 25 feet

Social Environment:

• Constant emergencies, frequent traumatic subject matter
• Constant interruptions, time pressures
• Handling multiple or complicated tasks, frequently changing tasks, unscheduled tasks
• High volume of work
• Accuracy
• Decision making
• Concentration/vigilance
• Working in a team environment in close proximity with others
• Regular overtime/rotating shifts
• Frequent public contact
• Conditions rarely include working in isolation, dangerous environment

Knowledge, skills, and abilities:

Knowledge of:

• Telephone call-handling techniques.
• Structure and content of the English language, including spelling and grammar.
• Local geography and topography.

Skill in:

• Using standard office equipment and software.
• Entering data into computer systems.

Ability to:

• Exercise sound judgment in handling and prioritizing calls.
• Communicate effectively in oral and written formats as appropriate for the needs of the audience.
• Remain calm and provide assistance under stressful conditions.
• Establish and maintain effective working relationships.

ESSENTIAL JOB TASKS:

• Operates and utilizes a multi-line telephone and Computer Integrated Telephony and Power 9-1-1 emergency telephone equipment.
• Interviews all callers to determine the nature of the call, location, and other related information as required.
• Processes requests received according to policy and procedure, and extracts information from the requestor to identify the most appropriate agency of responsibility and level of response.
• Enters requests into the computer aided dispatch system.
• Maintains telephonic contact with callers in emergency situations until responding personnel can affect more definitive action.
• Operates a color-coded CRT and status monitor (CAD) and interprets color codes and meaning.
• Interprets maps and other descriptive legal location documents.
• Researches, gathers, and disseminates confidential or sensitive criminal justice records from technical and complex computer files using high tech electronic equipment.
• Operates standard office equipment such as computers, copiers, and facsimile machines.
• Accesses various programs/databases electronically, including Jail Management System (JMS), Arizona Criminal Justice Information System (ACJIS), CAD, alarm equipment and TTY (hearing impaired telephony device).
• Be present at work site to perform tasks as scheduled and/or assigned by supervisor.

SELECTION PROCEDURE:

The hiring authority will select the successful candidate based on departmental needs.

All offers of employment made to new hires and rehires at Maricopa County are contingent upon successful completion of a post-offer, pre-employment thorough background investigation. A background investigation is conducted on a current employee who changes to a Safety Sensitive Position or one having the potential for serious adverse impact on the integrity or efficiency of the County. These requirements do not pertain to employees of elected officials who undergo background investigation processes administered through their respective offices.

Typically successful candidates are hired at a salary rate, up to midpoint of the range, based on applicable experience, internal equity and budgetary allowances.

Minimum Education

Maricopa County is an EEO/ADA Reasonable Accommodation Employer.