ENTRY LEVEL Telecommunicator (911 Call-Taker/Dispatcher)- May 2027 Class

South Sound 911; Tacoma (WA); On-site; USD 60,000 - 75,000; Full time

Job summary

South Sound 911 is seeking a dispatcher to handle 911 and non-emergency calls, screen and record data, and transfer calls to law enforcement, fire and medical aid as needed. You will use CAD software and other technologies to document information and generate reports for agencies.

The role requires a high school diploma or equivalent, plus two years of public contact experience, and the ability to handle confidential information.

Qualifications

• Graduation from high school or equivalent, plus two years of experience involving considerable public contact and multi-tasking.
• Equivalent combination of education and experience is acceptable.
• Ability to maintain confidentiality and handle sensitive information.

Responsibilities

• Answer incoming emergency and non-emergency calls and route to appropriate agencies.
• Accurately record information into CAD and produce required reports.
• Communicate with public and partner agencies; operate CAD and other systems.
• Provide training and assist coworkers; testify in court when required.

Skills

English proficiency

Confidential info handling

Analytical reasoning

Written and verbal communication

Travel willingness

Time management

MS Office

Education

High school diploma or equivalent

2+ years public contact experience

Tools

CAD software

TDD

Job description

SUMMARY:

This position processes 911 and non-emergency calls by screening, recording information and transferring calls as appropriate for law enforcement, fire and medical aid services in an accurate and timely manner, providing routine information and assistance to the public as well as various law enforcement, fire and EMS agencies and other City and County agencies.

ESSENTIAL FUNCTIONS:

• Serve as primary communication link between partner agencies and the public by answering incoming calls on emergency and non-emergency lines, and processing appropriately according to policies and procedures in a calm and efficient manner.
• Accurately record pertinent information into a computer aided dispatch (CAD) system.
• Communicate with the public, partner agencies and others to provide and receive information as requested or required, including preparation of a variety of reports such as general police reports, supplemental reports, 911 trouble reports and others as requested.
• Operate a variety of communication equipment such as a personal computer, Computer Aided Dispatch (CAD) software, TDD and other technologies.
• Provide training and orientation to other employees and assist co-workers when needed.
• Obtain and maintain certifications required for this position.
• Testify in court as required.
• Additional duties as assigned and related.

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Fluent use of the English language, to include the ability to understand written and verbal instructions, understand and interpret complex rules and procedures, explain and apply applicable laws, ordinances, codes, regulations, policies and procedures.
• Ability to work appropriately with confidential material and information.
• Must be able to analyze situations quickly using independent judgment in problem solving and decision-making to adopt an effective course of action.
• Communicate efficiently and effectively both orally and in writing using tact, patience and courtesy to maintain cooperative and effective working relationships with others.
• Ability to travel to other local locations in a timely manner, as needed for performance of the job.
• Time management and organizational skills to work with interruptions and meet expected schedules and timelines.
• Ability to work with Microsoft Office software, database applications, and standard communication systems.

EDUCATION AND EXPERIENCE:

Graduation from high school or equivalent, plus two years of experience involving considerable public contact
and multi-tasking. Equivalent combination of education and experience is acceptable.

WORKING CONDITIONS AND PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The agency operates 24 hours per day, 7 days per week, 365 days per year and work may be required at any time. Overtime work on a volunteer or mandatory basis to cover staffing and/or workload needs. May include extended shifts and/or work on scheduled day(s) off.

Must be able to hear and talk. Vision required in the job includes close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Must frequently sit for extended periods at a computer terminal, walk both indoors and out, use hands to finger, handle or feel. Frequently required to reach with hands and arms; occasionally must stand, bend/stoop, or kneel. Occasionally must lift and/or move up to 10 pounds. Must be able to travel away from the regular worksite as required.

Indoor, climate-controlled office environment. Noise exposure is generally that of normal conversation level. Work requires extended periods of concentration and sedentary work at the work station, and is subject to frequent interruptions. Headsets are provided with suppressors to protect ears from feedback; fully adjustable ergonomic chairs, adjustable workstations with lighting options; wrist rest, footrest, non-glare computer screen.

The statements herein are intended to describe the general nature and level of work performed by employee(s) in this job title. The statements are not a complete list of responsibilities, duties and skills required of employee(s) in this job title. Furthermore, the job description does not establish a contract of employment and is subject to change at the discretion of the agency.

South Sound 911 offers the following benefits;