911 Call Taker

Support the Mission of the Department of Emergency Services; to promote and assist in providing safety and security to Delaware County citizens so they can work, live, and grow in a healthy and safe community. This position receives 9-1-1 emergency and non-emergency calls from the public and initiates the appropriate police, ambulance, or fire response with the use of a computer-aided dispatch (CAD) system. The ideal candidate will have the ability to make quick decisions, coordinate multiple tasks at one time, and the ability to maintain control of a call; can remain calm, remain professional, and even-tempered during emergency situations. The 911 Call Taker is the initial point of contact with the public and makes decisions based on established policies and procedures. This position relays information to a 911 Police Dispatcher or 911 Fire/Medical Dispatcher who in turn dispatches the appropriate resources. All applicants will be required to sit for a computerized pre-employment test which will last approximately two hours. Testing details will be sent to applicable candidates in advance of the testing dates. Those applicants who pass the pre-employment test will be invited back for an interview. Applicants who are selected from the first two processes must then pass a required criminal history background check to conform with CJIS requirements. Testing and Interviews will be held at the Delaware County 911 Center located at 360 N. Middletown Road, Media PA. Once an applicant successfully passes these requirements and is selected, they will be offered employment as a Non-Fulltime Trainee (NFT) and be invited to attend the 20-week call taker class. NFT employees will be paid at a rate of $15.00 per hour for a total of 20 hours per week. ### Essential Duties Handle and process emergency and non-emergency 911 calls in a timely and professional manner into a computer-aided dispatch system (CAD). 1. Provide pre-arrival medical, fire, and law enforcement instructions to callers. 2. Handle all TTY/TTD and SMS 911 calls received. 3. Maintain certification requirements. 4. Maintain continuing education requirements. Under Supervision of Director and Work Supervision of shift supervisor; 1. Operates assigned telephone/computer console to receive incoming 911 phone calls from the general public 2. concerning reports of crime, traffic accidents, fires, medical situations, etc.; 3. Obtains and verifies pertinent information from caller such as name, address, phone number of caller, nature/location of incident, number/description of person(s) involved, nature/extent of injuries, use of weapon, etc.; 4. Determines whether to send information to police or fire/medical dispatcher (or both); 5. utilizes appropriate Dispatcher. 6. Must prioritize emergencies. If the callers/address information cannot be verified on the appropriate computer screen (i.e. caller does not live where he/she is calling from, situation is not where call is being placed from, etc.) 7. Call taker must enter the appropriate information into the system before transferring the call for dispatch. Must become familiar with and obtain a working knowledge of various manuals to include Delaware County Radio Procedure Manual PA., consolidate statutes, etc.; 8. Must learn directives pertaining to changes in policies/procedures. 9. As needed responds to calls from hearing impaired persons (TDD machine); receives printed messages, operates machine to respond and attempt to accommodate requests of caller. 10. May perform minor repairs/adjustments and to clean equipment as needed. 11. Notifies Shift Supervisor of major equipment malfunctions. 12. Performs related duties as required. ### Qualifications / Requirements 1. High School Diploma or General Education Degree (GED). 2. Must be able to clearly speak, read and write in English. 3. Knowledge of other languages is a plus. 4. Must be able to communicate accurately a d concisely in verbal and written form. 5. Excellent listening and communication skills. 6. Ability to multi-task with minimal direction. 7. Ability to perform efficiently under extreme pressure. 8. Ability to carry out orders with precision and speed. 9. Ability to make decisions quickly and accurately. 10. Ability to deal with the public in a courteous and tactful manner. ### Preferred Skills, Knowledge & Experience 1. APCO Basic Telecommunication certification. 2. CPR/ TDD/ HAZMAT awareness. 3. APCO EMD certification. 4. ICS 100/700 ### Additional Information 1. Shift: 4 platoon fixed schedule 2-week, 12-hour shift schedule. 2. Members work two-on, two-off; three-on, two-off; two-on, three-off 3. Day work: 7AM to 7PM, Night work: 7PM to 7AM based on seniority 4. Job Type: Full-time ### Benefits 1. Dental insurance 2. Flexible schedule 3. Health insurance 4. Life insurance 5. Paid time off 6. Professional development assistance 7. Retirement plan 8. Tuition reimbursement 9. Vision insurance