Part-Time Call Taker/Administrative Clerk

Lower Merion Township; Ardmore (PA); On-site; USD 42,000 - 62,000; Full time

Job summary

Lower Merion Township is seeking a dispatcher/records clerk within the Police Department to handle public calls and route information accurately, with strong confidentiality and multi-tasking skills.

The role requires processing emergency and non-emergency inquiries, entering data into CAD/NCIC, and coordinating with police, fire, and ambulance services. Proficiency with Microsoft 365 and radio/telephone consoles is essential.

Qualifications

• High school diploma or equivalent plus two years of progressively responsible clerical experience with high public contact.
• Background check required for access to confidential law enforcement databases.
• Good knowledge of police, fire and ambulance procedures and radio dispatching procedures.

Responsibilities

• Receive and determine appropriate response to calls across Police Department lines.
• Redirect calls to Township departments or outside agencies as needed.
• Record calls and maintain electronic and written logs.
• Broadcast information to patrol units and monitor county 911 incidents.
• Enter data into CAD and NCIC and operate related computer systems.

Skills

Public communications

Oral communication

Typing

Microsoft 365

Radio dispatch

Customer service

Education

High school diploma or equivalent

Tools

CAD System

NCIC entries

CCTV system

Telephone console

Radio console

Job description

This is responsible public communications work involving accurate receipt and appropriate response to public calls into the Township Police Department and performing police records clerical duties.

Work involved responsibility for prompt and accurate receipt of messages. These messages are primarily administrative in nature, but some fielding and re-routing of emergency calls is performed. Duties include receiving inquiries/calls for service from the public and providing information or re-directing calls/messages to the appropriate authority. General radio communications are performed with Police and Highway Department units. The work requires that the employee have considerable knowledge, skill and ability to communicate with persons in a variety of emergency and non-emergency situations and to handle a number of situations simultaneously.

Works under the general supervision of the Lieutenant of Auxiliary Services.

Receives and determines appropriate response to a variety of calls over the Police Department's phone lines. Incoming emergency calls, some difficult and demanding, are briefly fielded and redirected to the county 911 center.

Redirects calls to the appropriate service(s) e.g., Township Highway Department, Recreation Department, State Police, etc. Receives non-emergency calls and refers to proper location.

Records calls and maintains appropriate records. Keeps logs of various activities both electronic and written.

Broadcasts general information to police patrol units and relays instructions or questions from remote units. Monitors incidents broadcast by county 911 center and keeps track of incidents/police units assigned.

Enters complaints into the Computer Assisted Dispatching (CAD) System and updates as needed. Enters National Crime Information Center (NCIC) entries using a computer console; modifies and updates entries as needed. Accesses other confidential law enforcement databases.

Operates telephone console, radio console and computer terminal and monitors various alarm systems, such as fire, burglar and generator alarm systems.

Maintains various files including electronic versions, tracking the status of fire equipment, abandoned autos, vacant houses, and fire and burglar alarm records.

Monitors Closed Circuit Television (CCTV) system for Township complex, including the lock up/prisoner processing area.

Monitors prisoner activity, completes required logs and other prisoner related tasks needed.

Upholds strict confidentiality in dealing with sensitive information, including personnel matters, legal documents, financial data, contracts, and other proprietary information.

Provides back up to Records Clerks as needed.

Performs related work as required.

A high school diploma or the equivalent, plus two years of progressively responsible clerical experience including at least two years involving duties which required a high degree of public contact, or an equivalent combination of education and qualifying experience substituting on a year-for-year basis.

Must successfully complete all pre-employment conditions, including but not limited to a background check whereby applicant must meet the eligibility requirements for access to confidential law enforcement databases.

Good knowledge of appropriate Township police, fire and ambulance services and procedures.

Good knowledge of radio dispatching procedures and radio codes.

Considerable skill in oral communication, including dealing with people during emergencies and obtaining and relaying appropriate information.

Good skills in operating a computer console and in typing.

Considerable ability to learn the operations of the dispatch function, including the ability to handle multiple tasks simultaneously, through comprehensive training.

Considerable ability to remain calm and professional in stressful situations.

Ability to work various shifts which include day, evening and weekend hours.

Considerable ability in oral and written communications and to maintain information in the highest confidence.

Considerable ability to establish and maintain effective working relationships with supervisors, co-workers, representatives of governmental and other agencies, committees and the general public.

Skill in the use of Microsoft 365 applications (Word, Outlook, and Excel) and its tools for communication and collaboration, such as Teams and OneDrive, applicable department tools, and ability to learn and become proficient in the use of specialized software as required.

Considerable ability to handle diverse and multiple tasks simultaneously.

Considerable ability to work within a fast-paced environment.

Considerable ability to follow oral and written instructions.

Thorough knowledge of general office procedures and the operation of standard office equipment.

Thorough ability to perform administrative procedures and to coordinate the activities of the Police Department and other departments as assigned.

Thorough ability to learn the organizational structure, operations and programs of Township government.

Thorough knowledge of business English verbal and written communication.

High degree of dependability.

Willingness and ability to report for duty during inclement weather and other adverse situations.

Ability to sit for up to 7 hours and move about the department and/or building.

Ability to bend, stoop, reach above shoulder level, crouch, and lift up to 10% of the workday.

Ability to lift and carry office material up to 10 pounds.

Ability to use both hands for grasping and repetitive actions.

Ability to operate keyboard and push button consoles.

Ability to speak and communicate clearly in order to be understood over radio equipment and phone system.

Ability to perform job functions using safety precautions where loud noises may be present.