Communications Call Taker (9-1-1)

Communications Call Taker

Are you passionate about helping others? Do you want to make a difference in people's lives every day? Do you have a "gift" for being able to remain calm in stressful situations? Are you "quick on your feet" and able to make critical decisions promptly? Are you an excellent communicator? Are you known for your exceptional listening skills? Do you have outstanding problem-solving skills? Have you considered starting an incredibly rewarding career? If you answered "yes" to the questions above, we want you to join our team as a Communications Call Taker with the Clackamas County Communications (C-COM) 9-1-1 Department.

As a Communications Call Taker, you will play a critical role in providing services and support that enhance the well-being of citizens and public safety agencies you will serve. We are searching for motivated, confident, composed and customer service focused individuals to join our team of professionals. As a Communications Call Taker, you are the first contact person callers interface with when they reach out for help to the 9-1-1 system. You will receive 9-1-1 emergency and non-emergency calls in a central dispatch center characterized by multiple user agencies and wide geographic scope; operate computer devices designed for recording, storing and retrieving information; refer a variety of telephone inquiries to appropriate services or sources within and outside of the County and provide other public service information.

As an employee of the Clackamas County Communications (C-COM) 9-1-1 Department, you are expected to meet the highest standards of professional conduct and ethics while on the job, and also to maintain those same high standards when taking actions in your personal life that could reflect on the Department.

Required Minimum Qualifications/ Transferrable Skills:

• Customer service experience
• Strong verbal and written communication skills that demonstrate all of the following:
• Ability to interact with diverse individuals under stressful situations
• Exercising tact, good judgment and diplomacy, especially while working with people who are experiencing extreme emotions
• Ability to quickly determine the "who", "what", "when", "where" and "why" within a conversation
• Proper usage of English grammar and spelling
• Strong interpersonal skills that translate into all of the following:
• Ability to handle a wide range of situations and circumstances effectively, positively, and professionally and to maintain composure in difficult, stressful and quickly emerging situations
• Ability to work well independently and in a team setting
• Ability to accurately follow precise instructions in stressful situations
• Strong listening and problem solving skills
• Strong organization, multitasking and prioritization skills
• Must be at least 18 years of age as of 11:59 PM (Pacific Time) on the recruitment close date
• Typing speed of 35 Words per Minute (WPM)
• Must possess a high school diploma or GED certificate of high school equivalency
• Corrected vision shall be at least 20/30 in each eye. Depth perception shall be sufficient to demonstrate stereopsis adequate to perform the essential tasks of the job. Visual Field Performance shall be 140 degrees in the horizontal meridian combined.
• Hearing in both ears must be sufficient enough to perform essential tasks without posing a direct threat to themselves or others. Applicant may not have an average loss of hearing greater than 25 decibels (dB) at the 500, 1,000, 2,000, 3,000, 4,000, and 6,000-Hertz (Hz) levels in either ear or single ear hearing loss in excess of 25 dB Hz.

Preferred Special Qualifications/ Transferrable Skills:

• Experience working in a public safety setting

Pre-employment Requirements:

• Must be free from criminal convictions, other than minor traffic violations
• Must pass an extensive background investigation, including national fingerprint records check
• Must pass a pre-employment drug test
• Must pass a post-offer health screening, including vision, hearing and speaking abilities.

Accommodation requests will be reviewed on an individual basis in compliance with State and Federal legislation. Possession of a valid driver's license or an acceptable alternative method of transportation. Accommodation requests for an acceptable alternative method of transportation will be reviewed on an individual basis in compliance with State and Federal legislation or based on the Communications Department business needs.

Please Note: Anyone hired into the Communications Call Taker position will be required to have the ability to arrive at any primary or alternate worksite at any time of the day or night, regardless of the weather conditions.

Other Requirements:

• Ability to meet Department of Public Safety Standards and Training (DPSST) various preconditions for Dispatcher certification, including but not limited to education and age requirements listed above under Required Minimum Qualifications.
• Possession of or ability to obtain within established training timelines (currently set at 400 training hours): Law Enforcement Data System (L.E.D.S.) certification
• Department of Public Safety Standards and Training certification as a Telecommunicator and Emergency Medical Dispatcher (E.M.D.)
• Cardio-pulmonary resuscitation (C.P.R.) certification
• Other certifications required by statute

*For Veterans qualified for Veteran's Preference: If you believe you have skills that would transfer well to this position and/or special qualifications that relate to this position, please list those skills and/or qualifications in the open-ended question at the end of the application and explain how those skills and/or qualifications relate to this position.

IMPORTANT INFORMATION TESTING AND SELECTION PROCESS

This recruitment process includes multiple steps. Applicants must pass ALL STEPS of the process in order to move forward. After the completion of each step of the process, all applicants will be notified of their status by email . A summary of the testing and selection process steps is outlined below.

STEP 1: MINIMUM QUALIFICATION SCREENING

After the recruitment close date, applicants' responses to the multiple choice screening questions will be assessed. In order to pass this initial questionnaire screening, applicants must meet the required minimum qualifications (listed above in the Job Details & Qualifications section) and be willing and able to work in the working conditions described in the screening questions

STEP 2: CRITICALL COMPUTER AND MULTI-TASKING SKILLS TESTING

Applicants who submit all of the required materials by the recruitment close date/time and pass the application screening, will be invited to take the CritiCall test. Applicants do not need prior 9-1-1 call taking or dispatching experience to take this test. This is a computerized test, which evaluates typing speed, entering data, multi-tasking, memory recall, prioritization, reading maps and understanding directions, and reading and comprehending written text. IMPORTANT : CritiCall testing for this recruitment process will be administered ONLINE. Applicants selected to move forward to CritiCall testing will receive the testing invite within approximately one week after the recruitment close date . Testing is tentatively scheduled for October 7, 2026 - October 14, 2026 . Any changes to this anticipated timeline will be communicated to the applicants. Applicants will be able to take the CritiCall test at a location of their choice.

STEP 3: PASS/FAIL APPLICATION REVIEW

Applicants passing the CritiCall testing will have their application materials reviewed. This review will include an evaluation of knowledge, skills and experience as demonstrated through the work history, as well as the evaluation of the responses to the open-ended questions. Incomplete application materials may result in inactivation of the application and applicant not receiving further consideration.

STEP 4: STATEMENT OF PERSONAL HISTORY (SPH)

Applicants passing the application review will be placed on the eligibility register and the most qualified candidates on the eligibility register will be referred to the Clackamas County Communications 9-1-1 (C-COM) Department for a selection interview & other selection steps in the process, in accordance with the Clackamas County Personnel Ordinance rules. Candidates referred to the interview, will be required to submit a fully completed Statement of Personal History (SPH) for the comprehensive background check. Instructions on completing the SPH document will be provided at the time selected candidates are scheduled for the interview. Candidates who do not submit the required 16-page SPH by the established deadline will not continue moving forward in this process.

STEP 5: