What are the responsibilities and job description for the Emergency Call Taker position at Stanislaus County?
About the Opportunity
THE POSITION
The Emergency Call Taker is the entry-level classification for newly appointed and inexperienced employees in the Emergency Dispatcher classification series. Emergency Dispatch provides twenty-four hours a day, seven-days a week public safety emergency dispatch service, and is the focal point for the 9-1-1 telephone system. Shifts are day, evening and nights, rotating every four months. The 12-hour work schedule consists of working a three-day work period followed by a three-day regular day off period. In addition to formalized training, Emergency Call Takers, under direct supervision, learn and practice standardized dispatching procedures, and gain knowledge of the operations of the 9-1-1 emergency telephone system and the computer-aided dispatching system. Individuals in this position will be required to demonstrate their competence through verbal and practical tests and performance evaluations on a weekly basis during their trainee employment. This is necessary due to the high degree of liability the call taker can incur both individually and for the County or contract Public Safety Agency. The basic qualification to advance to an Emergency Dispatcher shall be proficiency in the skills of an Emergency Call Taker PLUS two radio position group (Fire, Police, and Sheriff). This position is subject to overtime, standby, and callback assignments.
The Emergency Call Taker is the entry-level classification for newly appointed and inexperienced employees in the Emergency Dispatcher classification series. Emergency Dispatch provides twenty-four hours a day, seven-days a week public safety emergency dispatch service, and is the focal point for the 9-1-1 telephone system. Shifts are day, evening and nights, rotating every four months. The 12-hour work schedule consists of working a three-day work period followed by a three-day regular day off period. In addition to formalized training, Emergency Call Takers, under direct supervision, learn and practice standardized dispatching procedures, and gain knowledge of the operations of the 9-1-1 emergency telephone system and the computer-aided dispatching system. Individuals in this position will be required to demonstrate their competence through verbal and practical tests and performance evaluations on a weekly basis during their trainee employment. This is necessary due to the high degree of liability the call taker can incur both individually and for the County or contract Public Safety Agency. The basic qualification to advance to an Emergency Dispatcher shall be proficiency in the skills of an Emergency Call Taker PLUS two radio position group (Fire, Police, and Sheriff). This position is subject to overtime, standby, and callback assignments.
In addition to formalized training, Emergency Call Takers, under direct supervision, learn and practice standardized dispatching procedures, and gain knowledge of the operations of the 9-1-1 emergency telephone system and the computer-aided dispatching system. Individuals in this position will be required to demonstrate their competence through verbal and practical tests and performance evaluations on a weekly basis during their trainee employment. This is necessary due to the high degree of liability the dispatcher can incur both individually and for the County or contract Public Safety Agency. The basic qualification to advance to an Emergency Dispatcher shall be proficiency in the skills of an Emergency Call Taker PLUS TWO radio position groups (Fire, Police, and Sheriff).
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BILINGUAL APPLICANTS ARE ENCOURAGED TO APPLY.
Unless otherwise provided, this position is part of the Classified Service of the County and is assigned to the Emergency Dispatch bargaining unit for labor relations purposes.
The probationary period for Emergency Call Taker is 12 months. At management's discretion, in accordance with County Policy, Tab 15 Probationary Periods, the probationary period can be extended by an additional 6 month period for a total of 18 months.
The Job Task Analysis provides information detailing the physical and functional demands of the classification. For the complete job task analysis, visit the Risk Management website at http://www.stancounty.com/riskmgmt/ under the "Disability" tab.
Typical Tasks
- Receive complaints and requests for assistance at the Stanislaus Regional 9-1-1;
- Procure accurate and timely information needed to classify and dispatch user agencies;
- Classify complaint type and enter data into the Computer Aided Dispatch (CAD) system;
- Determine appropriate response and course of action in accordance with established policy, procedures, and codes;
- Provide information to field units, the public and other agencies; and
- Relay calls and information to other appropriate agencies in or out of the Stanislaus County 9-1-1 system.
Minimum Qualifications (Knowledge, Skills, Abilities, Education/Experience)
KNOWLEDGE
- The techniques, procedures and methods used in the operation of a public safety communications center;
- The use and proper care of radio, telephone and other job-related equipment;
- Federal Communications Commission rules and regulations pertinent to public safety operations;
- The location of major streets, highways, rivers, public places and geographical landmarks within Stanislaus County; and
- The general functions of the Sheriff's Department, City Police, Fire Departments and other public safety agencies.
SKILLS/ABILITIES
- Quickly and accurately follow written and oral instruction;
- Learn rules and regulations quickly and interpret them correctly;
- Reason clearly, analyzing situations rapidly and accurately in order to quickly adopt an effective course of action;
- Speak clearly and concisely using proper English;
- Hear and distinguish between several voices at the same time while acquiring and retaining the information;
- Spell correctly using proper English;
- Function efficiently and calmly under pressure;
- Type accurately at a minimum speed of 35 (net) words per minute;
- Rapidly and accurately operate complex computerized equipment;
- Read and understand maps;
- Monitor multiple CRT screens simultaneously; and
- Properly use a headset;
We recognize your time is valuable, please only apply if you meet the following required qualifications.
EDUCATION/EXPERIENCE
- Graduation from high school or possession of the high school level General Education Development (GED) Certificate; AND
- One (1) year full-time general work experience that involved public contact; AND
- A typing certification (within four years) from any staffing agency or a comparable institution is required to be attached to your application. Internet typing certificates are not accepted. The certificate must be a three (3) to five (5) minute timed test, net corrected of 35 words per minute (WPM). Typing certificates must be on Agency letterhead, dated and signed by the issuing agency and have net words per minute listed.
- All offers of employment will be contingent upon individuals passing an extensive background investigation required by the Department of Justice because of computer access to confidential information.
TYPING CERTIFICATE
A typing certification (within four years) from Workforce Development, a temporary staffing agency or a comparable institution is required to be attached to your application. Internet typing certificates are not accepted. The certificate must be a three (3) to five (5) minute timed test, net corrected of 35 words per minute (WPM). Typing certificates must be on agency letterhead, dated and signed by the issuing agency and have net words per minute listed.
DESIRABLE QUALIFICATIONS
In addition to the minimum qualifications, applicant screening will focus on the following desirable qualifications. Please list any of these qualifications you may have within the "Duties" section of the online application.
- Six (6) months experience providing customer service to the general public; OR
- One (1) year experience in a supervisory capacity.
Application and Selection Procedures
APPLICATION PROCEDURES/FINAL FILING DATE
Applications cannot be submitted later than 5:00 p.m. on the final filing date. Make your online application as complete as possible so a full and realistic appraisal may be made of your qualifications.
Resumes will not be accepted in lieu of a completed application.
Attaching your resume and cover letter are an optional feature for those who wish to do so in addition to completing the required application. Information on your resume and cover letter will not substitute for the education, work experience and required fields on the County application. The online County application is the primary tool used to evaluate your job qualifications.
EXAMINATION PROCESS
Most County recruitments consists of the steps detailed below and are governed by Merit Principles. The examination process ensures that all applicants are given the same opportunity to gain employment within Stanislaus County.
Application Review and Screening. Applications are carefully screened based on information provided. Those who submit incomplete applications that lack relevant qualifications or do not submit all required documents will not be invited to move on.- Written Examination. Applicants will be invited to participate in a written exam that tests knowledge for the position.
- Oral Examination. Applicants are invited to a panel interview in which they will be evaluated by County subject matter experts.
- Eligible Lists. Candidates who pass the examination will be placed on an eligible list for that classification. Eligible lists are effective for six months, but may be extended up to eighteen months.
TENTATIVE RECRUITMENT SCHEDULE
Application Deadline: October 4, 2024 at 5pm
CritiCall Testing: Week of October 7, 2024Oral Interviews: Tentatively the week of October 21, 2024
Please note the date is tentative and subject to change. You will be notified at least seven (7) days prior to the actual test date.
Note: The eligible list generated from this recruitment may be used to fill future extra-help, part-time and full-time vacancies throughout Stanislaus County.
GENERAL INFORMATION
Final appointment will be conditional upon successfully passing a County paid pre-employment drug screening (if applicable for position) and a job-related background investigation.
Some positions may require possession or the ability to obtain, and maintenance of a valid California Driver’s license or the ability to utilize an alternative method of transportation when needed to carry out job related essential functions.
Stanislaus County supports the good health of its workforce. More information is available at http://myclubwellness.org
Cell phones are typically incompatible with the online application format or browser. We recommend using a desktop or laptop computer. If you are still having technical difficulties, please call NEOGOV at 1-855-524-5627.
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