Public Safety Call Taker

DESCRIPTION

The Public Safety Call Taker serves as a vital first point of contact for the citizens of the twenty-one (21) political subdivisions of Lucas County in need of emergency assistance. This role involves answering and prioritizing incoming emergency and non-emergency calls, gathering critical information from callers, and accurately documenting details to ensure the appropriate emergency services are dispatched promptly. Call Takers must demonstrate sound judgment, think quickly, remain composed under pressure, and excel in multitasking while providing clear and concise communication. They are responsible for adhering to established protocols and procedures to ensure public safety and the efficiency of emergency response operations.

ESSENTIAL RESPONSIBILITIES

Call Taking:

• Receives requests for 9-1-1 emergency and non-emergency services and responds professionally and appropriately.
• Promptly screens and evaluates incoming calls, interprets and verifies location while obtaining pertinent information, prioritizes, and determines the correct response with limited supervision.
• Transmits incident information to law enforcement or fire. May transfer or refer callers to inside/outside agencies or resources when necessary.
• Clearly and effectively communicates with callers that range from calm to panicked using active listening skills, call control, judgment, respect, and empathy.
• Operates a sophisticated workstation comprised of multiple systems and software including but not limited to Computer Aided Dispatch (CAD), phone system, Geographical Information Systems (GIS), Text-to-911, and audio recording system.
• Maintains communication with callers during life-threatening emergencies or volatile situations and may provide safety instructions while maintaining control of the call.
• Documents incident details quickly and accurately using appropriate law enforcement or fire terminology and protocols.

Additional Essential Responsibilities:

• Verifies and retrieves information through other information sources such as NORIS, LEADS, and NCIC.
• Maintains current working knowledge of all policies, procedures, rules, regulations, technology, and new developments affecting public safety services.
• Consistently provides professional and prompt support to citizens and emergency responders.
• Provides on-the-job training.
• Maintains regular, reliable, and punctual attendance which includes working weekends, various shifts including afternoons and nights, and holidays.Mandatory overtime may be required.
• Performs other assigned duties as directed.

MINIMUM REQUIREMENTS/QUALIFYING EXPERIENCE AND EDUCATION

• High School diploma, GED, or equivalent.
• Two (2) years of experience serving the public where a combination of skills and duties included problem solving, customer service, and keyboarding.
• Public safety emergency communication experience is preferred.

OTHER REQUIREMENTS

• Candidates must pass a pre-employment physical which includes drug, hearing, and vision screenings.
• Must pass a pre-employment criminal history background check and obtain NORIS, LEADS, and NCIC certification.
• Must possess a valid Driver's License or State ID.
• Exhibit proficient keyboarding skills that meet or exceed established minimum requirement of 35 wpm.
• Candidates must be able to satisfactorily complete formalized training in an area of specialty, along with required certifications.

KNOWLEDGE, SKILLS AND ABILITIES

Successful candidates applying for the Public Safety Call Taker position must demonstrate the ability to thrive in a diverse, team-oriented environment while upholding exceptional work ethics. This role requires candidates with strong multitasking abilities, attention to detail, and a commitment to public safety excellence.


Knowledge Requirements

• Develop a strong understanding of public safety emergency call taking operations, policies, and procedures.
• Acquire knowledge of telephone system functions and computers.
• Develop a comprehensive understanding of local and regional geography, including jurisdictional boundaries, landmarks, public buildings, major streets, and more.
• Understand commonly used codes, abbreviations, and terminology in public safety.

Skills and Abilities

• Provide exceptional service to citizens and first responders.
• Exhibit excellent verbal and written communication skills, ensuring information is conveyed clearly, accurately, and effectively.
• Demonstrate a high level of proficiency in memorizing, retaining, and recalling critical information.
• Remain calm and composed during high-stress situations and periods of heavy demand.
• Think quickly, work effectively under pressure, and make sound decisions aligned with core responsibilities.
• Perform accurate data entry while simultaneously listening to and processing information.
• Adapt to changing variables, manage workloads efficiently, and make independent decisions.
• Maintain strict confidentiality when handling sensitive information.
• Build and maintain professional relationships at all levels within the organization.

The Lucas County 911 Regional Council of Governments is an Equal Opportunity Employer.
Work schedule

• 8 hour shift
• Holidays
• Day shift
• Night shift
• Other
• Overtime