Public Safety Call-Taker

Job Title

This recruitment will be used to establish an 18-month eligibility list to be used for current and future vacancies. Application period may close without notice. Under direct supervision during training period, and under limited supervision thereafter, is responsible for operating a computer terminal, a multi-line telephone, including 9-1-1, or a switchboard, while maintaining written logs, records and computer aided-dispatch (CAD) systems. Receives, coordinates and disseminates critical information from various sources. Performs vehicle registration, driver license, stolen vehicle and wanted person checks by accessing the criminal justice system. Performs related duties as assigned. This is a competitive classification. Must successfully complete the examination process.

Essential Functions

1. Answers, evaluates and prioritizes incoming telephone calls, communicating effectively with various callers to obtain complete information to determine urgency and need for dispatching police, fire, towing and/or medical response using a computer-aided dispatch (CAD) system, telephones, TDD (text telephone device for hearing/speech impaired), numerous computer databases, and maps.

2. Communicates with Department employees, other law enforcement and criminal justice agencies, emergency service providers and the general public to obtain and disseminate information.

3. Retrieves information from automated files to respond to queries from a variety of sources by typing correct password keys, information masks or special alpha number string formats on computer strings.

4. Inputs, updates, requests, transmits and queries information from a variety of sources to maintain current accurate records or to access databases for information, wants and warrant checks, intelligence, and/or driver license and vehicle registration checks by typing on a computer keyboard.

5. Reads/interprets maps for the public, field personnel and other law enforcement/criminal justice agencies in order to assist in locating certain geographical areas using an Arizona state map, U.S. atlas, city and county maps, and various computer mapping systems. Interprets telephone or radio call locations from maps by applying knowledge of state highway system and geography in order to provide appropriate and timely assistance.

6. Greets visitors in person in order to provide assistance or refer to appropriate staff members/section. Provides educational or public relations tours and presentations of the dispatch center to members of the public, citizen's academies, legislative personnel, other agencies, etc.

7. May provide backup to dispatchers for computer queries, processing documents and telephone notifications during busy periods and/or critical incidents.

Knowledge, Skills, and Abilities Required

Knowledge of: business English, spelling, grammar, and punctuation required to compose and proofread written documents (e.g. memoranda, letters, reports, studies, manual, training material, etc.) of moderate to complex difficulty on various subjects for various levels of leadership.

Skill in: communicating clearly, concisely and effectively, both orally and in writing. the use of computer/keyboard devices to retrieve and/or enter information. effective decision making/problem solving based on a limited amount of information in crisis or emergency situations. the use of modern office equipment (e.g. various keyboards, multi-line telephone system, photo copiers, radio devices, FAX machines, shredders, etc).

Ability to: type at 40 net words per minute or equivalent acceptable keystrokes for accurate and timely information entry into CAD and other computer programs. operate computer-aided dispatch (CAD) equipment. establish, develop and maintain courteous and effective working relationships. accept and apply constructive criticism and critiques. maintain emotional control and work effectively during emergencies, crisis situations or extremely stressful conditions. consistently speak in a clear, well-modulated voice. memorize, retain and accurately recall information and codes. multi-task, organize, prioritize and adapt to constantly changing situations, and effectively take appropriate action. read, understand and interpret moderately difficult to complex written information (e.g. policies, procedures, rules, regulations, statutes, etc.). understand verbal instructions in the use of specialized equipment. work independently with minimal supervision, exercising good judgment in the safeguarding of confidential or sensitive information. perform detailed work with a high degree of accuracy, at times during stressful situations. accurately understand various telephone transmissions and transcribe information (e.g. numbers, letters, names and facts) from one source to another in a timely manner. effectively interpret a variety of maps and communicate information to dispatch personnel. work within deadlines in order to complete assignments. interact with visitors in person in a courteous, professional and effective manner. develop, lead, and participate in team and work groups.

Minimum Qualifications

Requires a High School Diploma or GED. Must be able to type a minimum of 40 words per minute. WORKING CONDITIONS/PHYSICAL REQUIREMENTS: 24 hour/7 day emergency dispatcher center operation setting. Work is performed in a confined area with limited mobility. May be required to sit for extended periods of time with limited or no breaks. ADDITIONAL REQUIREMENTS: Must obtain ACJIS Terminal Operator Certification within six months of hire and maintain certification throughout the course of this assignment with the Department. Must be able to type a minimum of 40 words per minute or equivalent keystrokes in CAD and/or other computer programs for accurate and timely information entry within six months of hire. Holidays, weekends, irregular hours and shift work may be required with possible extension of shift hours, at times with short notice. Limited travel is needed. Progression to the next step requires an overall performance rating of at least "Standard" in the last 12 months. Must successfully complete the examination process. FLSA Status: Non-Exempt

Benefits

A summary of the Arizona Department of Public Safety Benefits is linked here.