CALL TAKER I

City of Vero Beach; Vero Beach (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

The City of Vero Beach is seeking a Call Taker to support public safety communications. Under close supervision, you will receive 911 calls, direct responders, and enter data into NCIC/FCIC to support field operations.

This role requires high school graduation, ability to certify for NCIC/FCIC, and willingness to work nights, weekends, and holidays. You will interact with the public at the lobby and assist officers with information.

Qualifications

• Graduation from High School or equivalent.
• Ability to certify to operate NCIC/FCIC.
• Willingness to work shifts including nights, weekends and holidays.
• Strong written and verbal communication skills.

Responsibilities

• Receive and route 911 calls for emergency and non‑emergency assistance.
• Direct police officers, other agencies and relay calls for assistance from the public.
• Enter crime data into NCIC/FCIC as part of a nationwide network.
• Monitor alarm panels, radio frequencies, and video in the jail and City Hall.
• Serve as communications link when phone lines fail due to outages.
• May train new Call Taker 1.
• Assist the public at the lobby window with information.

Skills

Calm under pressure

Multitasking

Dispatch skills

Effective communication

Written communication

Education

High school diploma or equivalent

Tools

NCIC/FCIC access

Radio consoles

TDD keyboard

NCIC/FCIC systems

Job description

Under close to general supervision, receive calls from the general public for assistance in non-emergency and emergency situations, furnishes technical data to officers in the field, dispatches emergency personnel; and performs related duties as assigned. The following duties have been provided as examples of the essential types of work performed by positions within this job classification. Management reserves the right to add, modify, change or rescind work assignments as needed.

• Receive and route 911 calls for emergency assistance.
• Directs police officers, other law enforcement and emergency response personnel and agencies, relaying calls for assistance from the public.
• Enters crime data in the national crime center computer as part of a nationwide communications network.
• Monitors alarm panels, other agencies' radio frequencies, and video cameras in the jail and City Hall.
• Serves as a communications link between the public and other departments and/or agencies when the phone lines are inoperable due to electrical outages and other utility failures.
• May train new Call Taker 1.
• Interacts with the public at the lobby window, responds to requests for police assistance, directions, and general information; checks visitors into the police department, provides assistance to officers for information such as outstanding warrants or criminal histories.

• Knowledge of federal, state, and local laws and ordinances related to public safety.
• Knowledge of the principles, practices and protocols of a law enforcement agency.
• Knowledge of emergency routing procedures.
• Knowledge of effective radio dispatch communications.
• Knowledge of electric transmission and distribution dispatch procedures.
• Ability to prioritize use of emergency response systems as situations change.
• Ability to remain calm in emotionally stressful situations.
• Ability to see and hear (corrected or uncorrected) within the normal range.
• Ability to effectively execute several tasks simultaneously, including carrying on multiple conversations on the radio and phone, while entering data in a computer system.
• Ability to establish and maintain effective working relationships with supervisors, co-workers and the general public.
• Ability to communicate effectively, both orally and in writing.

Other job characteristics:

• Essential personnel; on-call for overtime to ensure continuity of operations during absences or emergencies.
• Shift work including nights, weekends and holidays.
• Regular use of radio dispatch systems, TDD deaf phone keyboard, and computer systems including National Crime Information Center Computer NCIC/FCIC will be able to retain certification, and be familiarized with usage of radio systems, tape recorders, telephone consoles and headsets.

Education and experience:

Graduation from High School or equivalent; or an equivalent combination of training and experience.

Licenses/Certifications:

Must be able to be certified to operate a National Information Center Computer NCIC/ FCIC.