SENIOR COMMUNICATIONS CALL TAKER

Job Summary

The Department of Business and Industry is recruiting to fill a Senior Communications Call Taker position within the Nevada Taxicab Authority in Las Vegas. The incumbent will provide critical communications, dispatch, and customer service support for Nevada's regulated taxicab industry. This position serves as a key point of contact for the public, taxicab drivers, agency staff, and law enforcement partners while supporting public safety, transportation oversight, and daily agency operations. The incumbent will answer incoming calls, process public inquiries and security-related calls, communicate with Taxicab Authority officers by two-way radio, and dispatch Category II Peace Officers as needed. Duties include assisting officers with calls for service, traffic stops, agency assists, NCIC-related inquiries, court date scheduling, documentation, and coordination with local law enforcement agencies. The position may also serve as an Assistant Terminal Agency Coordinator, or ATAC, with responsibility for terminal oversight as needed. The incumbent will also assist with fingerprinting for licensees, employees, taxicab-related applicants, and Department of Business and Industry personnel; process email complaints from the public; coordinate lost and found matters involving cab companies; and assist with opening and closing the building. The ideal candidate is detail-oriented, calm under pressure, able to manage multiple priorities, and committed to providing professional service while maintaining confidentiality and following applicable laws, policies, and agency procedures.

Essential Qualifications

Graduation from high school or equivalent education and one year of experience providing emergency and/or nonemergency dispatch support as described in the series concept; OR one year of experience as a Communications Call Taker in Nevada State service; OR an equivalent combination of education and experience as described above.

Job Duties

Provide emergency and/or non-emergency dispatch support to federal, State and other governmental agencies; respond to routine and life threatening telephone calls and extract pertinent information; coordinate communications with youth, K-12 students, members of the public, law enforcement, government and school officials, community groups and other authorized individuals, and the general public; relay specialized and sensitive information which impacts programs and activities; defuse irate callers; determine which information resource to access for expediency and situational relevance; interpret information received and transmit and route to authorized individuals; enter, retrieve, and edit data; ensure accurate storage of the system's activities. Receive anonymous reports about dangerous, violent, or unlawful activities, or the threat of such activities, conducted on school property, at an activity sponsored by a public school, on a school bus of a public school or by a pupil enrolled at a public school; provide reports to appropriate State or local public safety agencies and to school administrators about dangerous, violent or unlawful activities, or the threat of such activities, conducted on school property, at an activity sponsored by a public school, on a school bus of a public school or by a pupil enrolled at a public school; ensure program activities conform to established goals and policies; ensure the confidentiality of any record or information associated with anonymous reports. Gather information necessary to determine the validity of a report and the severity of any threat; generate and prepare accurate detailed narratives based on caller's report; monitor electronic messages and notifications from criminal justice agencies; determine the validity and eligibility of requests; forward information to appropriate authorities; provide rejection notices to the requesting agencies as required; assess appropriate information resources. Determine which persons and organizations in the community, including, without limitation, a provider of mental health services which is operated by a state or local agency, that could be made available to assist pupils and staff in recovering from a crisis, emergency or suicide. Review warrant documents to determine eligibility to be placed into federal and State systems; determine if cautions are valid and necessary by researching criminal history; validate warrants; research identified changes and make conforming changes to the warrant record as needed; investigate and resolve warrant related issues. Respond to public records requests and subpoenas; determine if request meets federal and State laws, regulations and policy; disseminate information as required; provide courtroom testimony or deposition pursuant to information provided in a subpoena request. Generate and prepare narrative and statistical reports related to activities and outcomes; identify anomalies and provide recommendations to resolve problems; communicate directly with partnering State agencies to ensure consensus of resolution approval; communicate with partnering personnel for efficient transition of communication with callers and/or resource entities; maintain confidentiality of conversations and communications. Implement standardized procedures for emergency and non-emergency tracking and monitoring the outcome of reports received; interpret and explain program policies, regulations, and requirements. Perform related duties as assigned. Under general supervision, incumbents perform the full range of the duties and responsibilities described in the series concept and may function as a lead worker over Communications Call Taker positions by assigning and reviewing work and providing training. Incumbents research, develop and deliver analytical, narrative and statistical reports to management; assist in the development of procedures for tracking and monitoring the outcome of emergency and/or nonemergency reports received; oversee file maintenance; and may assist management in reviewing and implementing policies.

Knowledge, Skills, and Abilities

This job specification lists the major knowledge, skills and abilities of the job and is not all inclusive. Incumbent(s) will be expected to have knowledge, skills and abilities from a previous level. Knowledge of: agency policies, procedures, and programs; common office procedures for reports and records; criminal justice information systems; security, confidentiality, and privacy regulations; functions and communications procedures of other entities served by the communications center. Skill in: a high volume of telecommunication calls and online communications; responding appropriately to emergencies. Ability to: establish and maintain effective working relationships; handle a large volume of telephone and online communications; work independently and follow through on assignments with minimal direction; recognize life safety situations and take appropriate action.

The State of Nevada is an equal opportunity employer dedicated to building diverse, inclusive, and innovative work environments with employees who reflect our communities and enthusiastically serve them. All applicants are considered without regard to race, color, national origin, religion or belief, age, disability, sex, sexual orientation, gender identity or expression, pregnancy, domestic partnership, genetic information (GINA), or compensation and/or wages.

Please send direct Inquiries or correspondence to the recruiter listed on this announcement.

Benefits include:

• Health Insurance: Medical, dental, life, and disability insurance programs for employees and their dependents/family are offered through the Public Employees' Benefits Program (PEBP).
• Vacation: Accrual of three weeks of annual leave each year.
• Sick Leave: Accrual of three weeks of sick leave each year.
• Holidays: 12 paid holidays per year.
• Retirement: Participation in the Nevada Public Employees Retirement System (PERS). Employees do not contribute to Social Security but will contribute to PERS if their position is at 50% or more full-time equivalency. For more information on how PERS service may impact Social Security benefits, visit the SSA publication (Download PDF reader).
• Deferred Compensation: The State offers a voluntary Deferred Compensation Program.
• No Nevada state income tax.
• Public Service Loan Forgiveness: Eligible due to public sector employment.
• Longevity Payments Eligibility: Employees who have received a performance rating of "standard" or better and have completed eight (8) or more years of continuous service are eligible for longevity pay.

Additional benefits may apply to employees covered under a Collective Bargaining Agreement (CBA), depending on their designated bargaining unit. For more information, visit the Labor Relations Unit (LRU).

For more details about your rights and responsibilities as a State of Nevada employee, please review the State of Nevada Employee Handbook (PDF) (Download PDF reader).

*** State Holidays The holiday schedule for State employees is established by the Legislature.

The following are legal holidays:

January 1.............................................. New Year's Day

Third Monday in January.................. Martin Luther King, Jr.'s Birthday

Third Monday in February................ Washington's Birthday

Last Monday in May........................... Memorial Day

June 19................................................ Juneteenth Day

July 4.................................................... Independence Day

First Monday in September.............. Labor Day

Last Friday in October....................... Nevada Day

November 11........................................ Veterans' Day

Fourth Thursday in November........ Thanksgiving Day

Friday following the Fourth Thursday in November...................... Family Day

December 25........................................ Christmas Day

When January 1, June 19, July 4, November 11, or December 25 falls on a Saturday, the preceding Friday is the observed legal holiday. If these days fall on Sunday, the following Monday is the observed holiday. Eligibility for holiday pay is covered by the provisions of NAC 284.255