911 Call Taker Qualifications Hiring Process Training Salary and Benefits Back to Careers

This classification receives emergency and non-emergency calls by telephone, including enhanced 9-1-1 system calls, determines situations, elicits needed additional information and responses required, and relays essential information to dispatchers, staff and other agencies as needed. It is distinguished from Sheriff's 9-1-1 Dispatcher who dispatch and communicate directly with field units to direct response and additional support.

(Work assignments may vary depending on the department's needs and will be communicated to the applicant or incumbent by the supervisor.)

 

• Receives emergency and non-emergency calls, including enhanced 9-1-1 system calls from the public, Public Safety dispatchers, and law enforcement, fire and medical agencies via telephone and automated communications/dispatch systems;
• Determines relative priorities of all calls and routes them to the required units and/or agencies using voice and computer-based systems;
• Enters service requests into computer-aided dispatch systems via keyboards, after paraphrasing essential information, to provide needed data to dispatchers and responding units/agencies;
• Receives calls on administrative communications systems and provides needed information or transfers calls to the appropriate staff or agency for response;
•  Transmits and receives messages via telephone, computer, fax, or other communication equipment;
• Makes inquiries of various sources to obtain requested information or services by telephone or computer automated communication equipment, e.g., wants/warrants, motor vehicle data, criminal history or records, missing/stolen/found property and like information;
• Contacts department personnel or other agencies by telephone to request support or services for field units, e.g., towing companies, detectives, Medical Examiner, Animal Control, Material Management, Automotive Services, etc.;
• Maintains appropriate security and confidentiality of information created or encountered in the performance of assigned duties;
• Creates and maintains automated and/or manual records of public safety communications activities;
• Uses various computer systems for data entry and information retrieval;
• May assist in providing on-the-job training for dispatcher/communicator trainees;
• May submit trainee progress and evaluation reports to supervisory staff.

Knowledge of:

Skill in:

MINIMUM QUALIFICATIONS:
(Applicants must meet one of the following minimum qualifications.)

1. One (1) year experience as a telephone operator, telephone/radio communicator or dispatcher receiving and dispatching emergency, e.g., law enforcement, medical, fire, public utility, military/naval, and non-emergency calls and the ability to type 35 words-per-minute. (A typing certificate from an accredited agency, less than one (1) year old, will be accepted as proof of proficiency; an additional test may be required by the department at the time of screening.)

2. Six (6) months experience with Pima County as a Public Safety Support Specialist, Public Safety Data Technician, Emergency Dispatcher, or Animal Control Dispatcher, and the ability to type 35 words-per-minute. (A typing certificate from an accredited agency, less than one (1) year old, will be accepted as proof of proficiency; an additional test may be required by the department at the time of screening.)

3. Successful completion of the Sheriff's 9-1-1 Call Taker Trainee Program.

OTHER REQUIREMENTS:
All positions require attaining and maintaining access certifications by the Sheriff’s Department, State and Federal agencies for criminal history, related law enforcement and courts databases, and communications systems. Failure to acquire and maintain such certifications may be grounds for termination.

Special Notice Items:
All positions require satisfactory completion of a background investigation due to the need for access to law enforcement facilities, records, and communications systems. Polygraph and drug screening are required for all positions. Some positions may require fluency in English and a second language, as determined by the Sheriff’s Department.

Physical/Sensory Requirements:
All positions require the ability to sit for protracted periods of time, and to communicate orally by telephone and by use of other communications systems. All positions require extensive use of computer terminals and keyboards to enter, extract, and search for relevant data.

This class specification is intended to indicate the basic nature of positions allocated to the class and examples of typical duties that may be assigned. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

Pima County 11/13/01
Modified 02/15/05 (PCSD)