COMMUNICATIONS CALL TAKER - Basic Certificate
Pay Range 19
This classification receives police, fire and emergency related calls within a central communications center of Douglas County.
EXAMPLES OF PRINCIPAL DUTIES
(Any single position may not be assigned all duties listed, nor do the examples cover all duties which may be assigned.)
1. Answer 9-1-1
emergency telephone calls for assistance; obtain necessary
information and forward to communications officer.
2. Perform switchboard
operator functions on incoming business telephone lines. Relay
or transfer to proper agency, department or employee. Includes
after hour answering for County departments and other
3. Operate computer terminal; enter complaints/calls for service into the system as they are received; obtain information from Department of Motor Vehicles, Law Enforcement Data System, etc. Maintain record of calls received.
KNOWLEDGE, SKILL AND ABILITY REQUIRED BY THIS POSITION
Knowledge of: Reasonable knowledge of office practices and procedures; reasonable knowledge of modern office equipment and machines; reasonable knowledge of grammar, spelling, word usage, etc. Skill in: Telephone interviewing techniques; typing rapidly and accurately; use of automated equipment and systems; processing information on a computer; Ability to: Communicate effectively in both oral and written forms; maintain records, reports, and logs; adjust to priority changes and perform calmly and effectively under pressure of emergency situations; utilize problem identification and resolution techniques; manage time efficiently; make decisions independently in accordance with established policies and use judgment in carrying out responsibilities; maintain confidentiality; communicate effectively in oral and written form; meet and deal effectively with coworkers, other agencies and the public.
Qualifications - Two years progressively responsible office experience OR any satisfactory equivalent combination of experience and training. Within one year of employment, must receive telecommunicator and emergency medical dispatch certifications.
SUPERVISORY CONTROLS OF THIS POSITION
Work is performed under the supervision of a Communications Supervisor who assigns work orally or in writing. The employee uses initiative in completing routine assignments and refers to the supervisor when encountering problems or difficult situations. Work is spot-checked in progress and upon completion.
Work is performed within departmental rules, policies and procedures; fire and police procedures; medical dispatch procedures; operational handbooks for computer terminals and various other reference materials. Operational procedures are explicitly followed; however, incumbents must use common sense judgments in interpreting guidelines and determining between alternatives.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
Regular and consistent attendance is required. Work is performed in a noisy office environment; work is generally sedentary but does involve bending, color identification, gripping with hands and fingers, keyboarding, kneeling, lifting and carrying up to 14 pounds, pushing, pulling, long periods of sitting, standing and stooping. Will wear a telephone headset for long periods of time.