Police Dispatch Call Taker

Position Summary To receive, evaluate, prioritize, and process emergency and non-emergency telephone communications related to law enforcement, public safety, and local government operations; to document and disseminate critical information; perform computer database inquiries and record functions; and to provide support to police personnel, allied agencies, and the public. Distinguishing Characteristics Incumbents in this classification are responsible for handling high-volume emergency and non-emergency communications requiring sound judgement, professionalism, composure, and the application of established procedures in both routine and critical incidents. The Police Dispatch Call Taker classification is distinguished from the Police Dispatcher classification in that incumbents primarily perform call-taking, information gathering, and call processing duties and do not routinely perform primary radio dispatch responsibilities for field units; incumbents may support dispatch operations during critical incidents, staffing shortages, or emergency situations as assigned. Supervision Received and Exercised Receives general supervision from the Police Dispatcher Supervisor; may receive technical and functional direction from a Police Dispatcher. Essential Functions Functions may include, but are not limited to, the following: Answer and process 911 emergency and non-emergency telephone calls, text-based communication, administrative calls, and requests for services from the public and allied agencies; elicit, evaluate, and accurately document information received from callers, including locations, suspect descriptions, vehicle information, weapons, hazards, medical needs, and other pertinent details; assess the nature, urgency, and priority of incidents and determine the appropriate response in accordance with established policies and procedures; enter, update, and maintain calls for service within the Computer Aided Dispatch (CAD) system; determine appropriate jurisdiction and route or transfer calls to proper agency, department, or resource; provide support to patrol personnel, records personnel, field units, allied agencies, and other divisions within the Police Department; conduct database inquiries utilizing local, state, and federal law enforcement systems to obtain information regarding persons, vehicles, warrants, stolen property, criminal histories, protective orders, and related law enforcement information; operate telecommunication systems including multi-line telephone systems, deaf telephone (TTD/TTY) equipment, radio systems, CAD systems, and other communications-related technologies; conduct database inquiries utilizing local, state, and federal law enforcement systems to obtain information regarding persons, vehicles, warrants, stolen property, criminal histories, protective orders, and related law enforcement information; maintain accurate logs, records, and documentation of communications activity and departmental actions; provide information regarding laws, regulations, City services, procedures, and department policies to the public and other agencies; refer callers to appropriate social service, governmental, emergency, or community resources when appropriate; receive and process sensitive, emotionally charged, high-risk, or emergency calls while maintaining composure and professionalism; monitor and maintain awareness of officer and public safety concerns while processing calls and disseminating information; utilize maps, GIS tools, resource materials, and reference systems to accurately identify locations and related information; assist with routine clerical and administrative support functions related to Communications Center operations; participate in required training, continuing professional training (CPT), and professional development activities; work rotating shifts, weekends, holidays, overtime assignments, and emergency staffing situations as required; perform other duties related to this position. Qualifications Any combination of education and/or experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be: Two (2) years of increasingly responsible clerical, administrative support, customer service, call center, emergency services, public safety, or related experience and training equivalent to the completion of the twelfth grade. Experience in public safety communications is highly desirable. Candidates who meet minimum qualifications for this position will be invited to participate in a CritiCall performance aptitude test. Typing Certificate A valid typing certificate MUST be attached to your application at the time of submission. Please note that required certificate must reflect the ability to type at a rate of 40 net words per minute or higher and with 5 errors or less. Online certificates showing the percentage of accuracy or error (example: 85% accuracy or 30% error) are not acceptable. Self-certification using keyboard software or online typing certificates will not be accepted. The typing certificate must be issued within one year prior to our receipt of your application. Download a copy of the Typing Certificate Requirements and locations where you can obtain a typing certificate. License or Certificate Completion of a California POST-certified Public Safety Dispatcher Basic Course within twelve (12) months of appointment. Special Requirement Must be at least eighteen (18) years of age at time of appointment. Knowledge, Skills and Abilities Knowledge of techniques, procedures, and methods used in operation of a public safety communications center, including telephone and radio communications; public safety dispatch and call-taking procedures; State and local law enforcement procedures, criminal codes, statutes, ordinances, and related regulations; geography, streets, landmarks, and jurisdictional boundaries within the Chula Vista and surrounding areas; appropriate agencies and resources responsible for handling public safety incidents and emergencies; Computer Aided Dispatch systems, records management systems, and law enforcement telecommunication databases; telephone, office and customer service etiquette; English usage, spelling, grammar, punctuation and report documentation standards; current technologies and emerging trends in public safety communications. Ability to operate telephone, radio, CAD, computer, and related communications equipment proficiently and accurately. Effectively gather, analyze, prioritize, and relay information during routine and emergency situations; remain calm, composed and professional while handling high-stress, emotionally charged, or traumatic incidents; work effectively with codes, procedures, policies, and confidential information; read, interpret, and relay map and geographic information accurately; exercise sound judgment and make effective decisions under pressure and rapidly changing conditions; accurately document information while managing multiple tasks and competing priorities simultaneously; work rotating shifts including evenings, nights, weekends, holidays, overtime, and emergency activations; type at a speed of at least 40 net words per minute (NWPM); communicate clearly and concisely, and effectively both orally and in writing; establish and maintain effective working relationships with those contacted in the course of work; work with various cultural and ethnic groups in a tactful and effective manner; deliver courteous, efficient, and responsive customer service; adapt to changing technologies, procedures, staffing needs, and operational demands. Physical Demands and Working Conditions On a continuous basis, sit at a communications console for prolonged periods of time. Intermittently stand, walk, bend, twist, reach and use hands and fingers to operate keyboards, telephones, radios and other office equipment; must be able to hear, distinguish and comprehend telephone and radio communications despite background noise, static, multiple conversations, and other interference; verbally communicate clearly and effectively over telephone and radio systems; and visually able to read and interpret information displayed on multiple computer monitors simultaneously. Primary work is performed indoors in a carpeted and air‑conditioned office environment at a communications console having a computer display terminal. Work is generally performed in an area with fluorescent lighting and moderate noise level. Recruitment No. 26518910 This recruitment is open until a sufficient number of applications are received and may close at any time without prior notice. All notices will be sent via e‑mail. Pre-Employment Background Investigation Successful candidates must undergo a thorough background investigation. There are certain types of conduct which are automatic grounds for disqualification. Please review the Pre-Employment Disqualifying Criteria which identify some of the common areas of the background investigation process that may cause delay or prevent you from competing in the selection process. #J-18808-Ljbffr City of Chula Vista