Communications - Call Taker

GENERAL DESCRIPTION

Under general supervision, to perform a variety of duties involved in receiving calls for service in the police and fire communications center.

SUPERVISION EXERCISED

This position exercises no supervision.

IMPORTANT AND ESSENTIAL DUTIES

Maintain radio log, recording and status control devices.

Receive and extract information of an emergency nature, including caller information, nature of emergency, location, and phone number.

Receive and process complaints, assistance, and information requests from the public by supplying the information or referring the party to the appropriate division or department.

Answer telephone requests from the public for information concerning City policies, procedures, and activities.                                                                                                                                                  

Input and retrieve a variety of public safety information using a computer terminal.

Use telecommunications systems to coordinate emergency calls and relay information and assistance requests involving other law enforcement agencies.

OTHER JOB RELATED DUTIES

Assist with training and evaluating new communications personnel as assigned.

Perform other job related duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Basic mathematical principles.

Procedures, principles, and policies of police/fire and City organization.

Skill to:

Proficiently utilize English language skills, including spelling, vocabulary, grammar, and punctuation.

Perform accurate and organized computations and tabulations.

Type at a speed of 40 words per minute.

Ability to:

Provide exceptional customer service to citizens.

Operate various types of office equipment including computer terminal/printer, 24-hour communications recording system, telephones, and telecommunications device for the deaf (TDD).

Learn the geographic features and streets within the area served.

Understand and follow oral and written instructions.

Maintain confidentiality of information.

Give emergency medical procedures by way of telephone, including CPR, using Emergency Medical Dispatch procedures with computer software or flipcharts.

Interact with City employees and the public in a tactful and courteous manner.

Work under pressure, exercise good judgment, and make sound decisions in emergency situations, including de-escalation of upset citizens.

Communicate clearly and concisely, both orally and in writing.

Monitor and utilize multiple computer programs.           

Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.

Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.

Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.

Experience and Training Guidelines:

For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying.  Knowledge, skills, and abilities may be obtained through:

Experience:

This is an entry level position. Experience with data entry is preferred.

Education/Training:

A high school diploma or GED is required.

License or Certificate:

A valid Texas driver’s license, the ability to obtain one within ninety (90) days of employment, or a military waiver is preferred in order to respond to our backup center or other command posts as needed during the line of duty.

Special Requirements:

Essential duties require the following physical skills and work environment:

Bloodborne Pathogens training, HazCom training, and HIPAA Compliance training are required within sixty (60) days of employment.  

First Aid/CPR certification and recertification are required following employment.

Ability to work periods of scheduled and unscheduled overtime to meet minimum staffing requirements including varying and extended hour shifts.

Must be at least 18 years of age and have US Citizenship.

No felony or Class A misdemeanor convictions.

No Class B misdemeanor convictions in last 10 years.

No pending Class B misdemeanor or higher charges.

Sustained posture and intense attentiveness for prolonged periods of time.

Position involves high levels of stress.

With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday:

___     Sedentary – lifting of no more than 10 pounds

_X_     Light – lifting no more than 20 pounds; carrying up to 10 pounds

___     Medium – lifting no more than 50 pounds; carrying up to 25 pounds

___     Heavy – lifting no more than 100 pounds; carrying up to 50 pounds

___     Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds

Physical Demand Codes:  The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:

Codes for how often:

N         =          No

E         =          Extensive (100 – 70% of the time)

M         =          Moderate (60 – 30% of the time)

I           =          Infrequent (20 – 10% of the time)

A         =          Almost Never (<10% of the time)

Code / Task

_M_    Standing

_E_     Sitting

_M_    Walking

_A_     Lifting

_A_     Carrying

_A_     Pushing/Pulling

_A_     Overhead Work

_M_    Fine Dexterity

_A_     Kneeling

_A_     Crouching

_A_     Crawling

_A_     Bending

_A_     Twisting

_A_     Climbing

_A_     Balancing

_E_     Vision

_E_     Hearing

_E_     Talking