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Public Safety Call Taker

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Class Title

Public Safety Call Taker

Class Code

1125

Salary

$45,905.98 - $64,546.40 Annually

• Definition

• Benefits

Classification Description Summary

Under supervision, receives incoming emergency and non-emergency telephone calls and evaluates requests for services; processes requests for services in a timely and appropriate manner using a variety of communication and computer equipment and systems; and performs a variety of tasks relative to assigned area of responsibility.

Essential Functions

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Receive incoming telephone calls and evaluate requests for services according to established procedures and guidelines.

Elicit essential incident information from callers such as a description of the incident, the location of the incident, and the callers' contact information.

Enter pertinent information regarding calls for service by typing on a computer keyboard into a dispatch format using a computer aided dispatch system.

Answer routine inquiries and refers calls not requiring dispatches to appropriate departments and agencies.

Operate a variety of communication equipment including VESTA, Telecommunication Devices for the Deaf (TDD), tape recording equipment and general office equipment.

Enter and retrieve information from state and national computer networks regarding wanted persons, stolen property, vehicle registration, stolen vehicles and other related information.

Perform a variety of general functions related to emergency communications dispatch operations.

Perform related duties as required.

Minimum Qualifications

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

Operations, services and activities of an emergency communications dispatch program.

Methods and techniques of emergency communications dispatching.

Streets, landmarks and geography of the City.

Techniques of questioning for both emergency and non-emergency calls.

English usage, spelling, grammar and punctuation.

Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.

Department policies and procedures.

Pertinent federal, state, and local laws, codes and regulations.

Ability to:

Work in a fast paced, team oriented environment.

Apply the methods and techniques of emergency communications dispatching.

Understand and follow oral and written instructions, department policies and procedures.

Operate telephone and computer aided dispatch systems including manual card systems when necessary.

Type or enter data at a speed necessary for successful job performance.

Work under pressure, exercise good judgment and make sound decisions in emergency situations and with constant interruptions.

React calmly and effectively to emergency situations.

Effectively communicate and elicit information from upset and irate callers.

Respond to and resolve difficult and sensitive citizen inquiries and complaints.

Read maps and learn streets, landmarks and the geography of the area.

Operate office equipment including computers and supporting word processing, spreadsheet, and database applications.

Interpret and apply federal, state and local policies, procedures, laws, codes and regulations.

Work irregular work hours including weekends, evenings and holidays.

Work in a team based environment to achieve common goals.

Coordinate multiple projects and complex tasks simultaneously.

Meet the physical requirements to safely and effectively perform the assigned duties.

Communicate clearly and concisely, both orally and in writing.

Establish and maintain effective working relationships with those contacted in the course of work.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:

Equivalent to the completion of the twelfth grade.

Experience:

No experience is required. One year of experience in customer service involving direct contact with the public is desirable.

Supplemental Information

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

The conditions herein 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 job functions.

Environment: Work is performed primarily in a dispatch center and office setting; exposure to unusual fatigue factors, irregular and unpredictable hours, and emergency or stressful situations.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

Other Requirements

Local 39 Non-Supervisory

G20

Last Update: 8/2019

JD 11/2018

BENEFITS IN BRIEF

No state income tax.

Nevada PERS retirement plan. Vesting in 5 years.

No social security participation (1.45 % Medicare deduction required).

City paid medical, dental, and vision insurance coverage for employee. City pays a substantial amount towards dependent coverage.

City paid long term disability insurance and life insurance.

Twelve paid holidays.

Deferred compensation plans 457 and 401(a) available.

Vacation leave accrued at 4 hours per bi-weekly pay period.

Sick leave accrued at 4 hours per bi-weekly pay period.

Credit Union available.

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