Call Taker

City of Suffolk; Suffolk (VA); On-site; USD 40,000 - 65,000; Full time

Job summary

The City of Suffolk seeks a Call Taker for its Emergency Communications Center. Under direct supervision, you will receive calls on admin and emergency lines for Police, Fire, and Rescue, and input data into city systems.

You will work with VCIN/NCIC and CAD, coordinate with agencies, and help maintain essential records. You must have a high school diploma or GED and be or become certified in CPR, EMD, VCIN/NCIC operation, and basic dispatching.

Qualifications

• High school diploma or GED is required.
• Must hold or obtain CPR, EMD, VCIN/NCIC operation, and basic dispatching certifications.
• Ability to input data accurately into computer systems and databases.
• Strong communication skills and ability to obtain information from distressed persons.
• Ability to work under supervision and perform routine clerical tasks.

Responsibilities

• Operate TTY and VESTA phone system to handle emergency and non-emergency calls.
• Notify agencies to assist Police, Fire, and Rescue during emergencies.
• Use VCIN/NCIC and CAD systems to retrieve and enter information.
• Enter stolen property or wanted persons and transmit messages nationwide.
• Maintain city computer records, monitor alarms, and manage call history for officers.
• Answer phones, relay inquiries, and provide information to callers.
• Perform related clerical duties as needed.

Skills

Communication

Interpersonal skills

Independent judgment

Clerical skills

Multitasking

Education

High school diploma or GED

CPR certification

EMD certification

VCIN/NCIC operation certification

Basic dispatching certification

Tools

VCIN/NCIC system

CAD system

Job description

Under direct supervision, performs communications work in the Emergency Communications Center of the Police Department on an assigned shift. Work involves receiving all incoming calls received in the Center on administrative and emergency lines for the Police Department, Fire Department, rescue services, and operating a computer terminal connected to the Virginia Criminal Information Network and the National Crime Information Center. Employee must exercise considerable tact and firmness in obtaining information from distressed persons. Employee must exercise independent judgment and initiative in receiving messages, collecting information, and responding to emergency situations. Reports to the Communications Lead Operator. Employee is expected to complete the probationary period.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

• Operates aTTY system through the VESTA phonesystemto receive and transmit messages; receives and responds to complaints and requests for service; obtains necessary information; and inputs pertinent data into computer system.
• Notifies other agencies needed to assist Police, Fire and Rescue in emergencies.
• Operates a computer terminal connected with the Virginia Criminal Information Network (VCIN)and the National Crime Information Center (NCIC) to obtain such information as driver's history, vehicle registration data, criminal record information, stolen property information, etc., as necessary; uses the CAD system for information input and retrieval.
• Enters stolen property or wanted persons and transmits necessary messages nationwide.
• Maintains and enters all complaints and services requested in the City computer database; retrieves this data from the City computer as requested and authorized; monitors security alarms for businesses, court, schools, etc.; maintains an idea of the location of City vehicles.
• Answers telephone; receives inquiries and provides information or refers inquiries or messages to appropriate personnel, departments, or agencies.
• Performs various clerical duties, as necessary.
• Runs call history information for officers.
• Performs other related duties as required.

High school diploma or GED. Must hold certification or become certified in CPR, EMD, VCIN/NCIC operation, and basic dispatching.

• Knowledge of the policies, procedures, and activities of the City and or departmental practices as they pertain to the performance of duties relating to the position of Call Taker.
• Knowledge of the terminology, principles and methods utilized within the department. Knows how to keep abreast of any changes in policy, methods, administrative changes, or related procedural updates as they pertain to departmental operations and activities.
• Knowledge and proficiency with computers and software programs typically utilized in the position. Is able to read, understand, and interpret technical reports and related materials.
• Ability to receiving calls coming into the department; determine appropriate course of action based on the nature of the call; take clear messages and provide assistance to callers as necessary.
• Ability to perform routine clerical work to assist the department.
• Ability to comprehend, interpret, and apply regulations, procedures, and related information.
• Ability to effectively communicate and interact with department employees, supervisors and members of the general public, and all other groups involved in the activities of the department.
• Ability to assemble information and make written reports and documents in a concise, clear, and effective manner. Is able to use independent judgment and work with little direct supervision as situations warrant.
• Ability to use mathematical methods to perform required calculations.
• Ability to review, classify, categorize, prioritize, and/or analyze data Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.
• Ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.
• Ability to read a variety of reports, informational documentation, directions, instructions, and methods and procedures. Requires the ability to write reports with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control, and confidence using correct English and well-modulated voice.
• Ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
• Ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.
• Ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.
• Ability to inspect items for proper length, width, and shape, visually with job-related equipment.