Emergency Services Call Taker

Job Summary

Base pay for this position will be $61,467.20. The Sheriff’s Office provides public safety at all times and therefore every position is deemed essential. All positions are in-person and not eligible for remote work. Every position is also subject to recall based on the needs of the Office to keep the community safe.

About the Role

This position has an anticipated work schedule of Day or Night Shift; 8- and 10-Hour Shifts covering a 24-hour operation, subject to change.

Essential Duties/Responsibilities

• Answers, evaluates, and prioritizes 911, emergent, and non-emergent telephone and text calls.
• Calms, negotiates, and interviews callers to obtain complete and accurate information to determine urgency and need for emergency services.
• Prioritizes and documents information and ensures timely notification to the appropriate agency.
• Provides self-help and pre-arrival instructions to callers when appropriate using established protocols.
• Enters and monitors calls for service utilizing Computer Aided Dispatch System (CAD) for numerous law enforcement agencies, fire departments, and several individual County and Municipal departments.
• Maintains handwritten cards in the event of a CAD failure.
• Operates various paging and notification systems, monitors and updates inter-agency emergency notification systems.
• Provides investigative support through data entry and retrieval in CAD, NCIC/CCIC, records management system, jail management system, and other resources.
• Conducts searches for warrants, driving status, vehicle registrations, and criminal history.
• Relays information to appropriate personnel.
• Enters, confirms, updates, and modifies data in NCIC/CCIC regarding warrants, missing people, stolen vehicles, stolen guns, and other records.
• Operates and performs routine checks for telephone and radio recording systems; coordinates repairs to systems as needed.
• Provides excellent customer service to all citizens, emergency responders, and staff; maintains effective working relationships.
• Maintains confidentiality for citizens, emergency responders, and other employees.
• Provides on the job training and mentoring for new hires in the Communications Center as directed.
• Assists the Communications Center training program as needed, including conducting scenarios and tests.
• May provide training to other sections, departments, or outside agencies as needed.
• Demonstrates knowledge and adherence to established rules, policies, and procedures.
• Completes job-related training and continuing education as assigned and required, within allowable time limits.
• Provides courtroom testimony as required.
• Assigned to special projects and working groups as directed.
• May participate in emergency response tabletop and full scale exercises as assigned.

Qualifications

• Successful completion of the Communications Center training program.
• Must be honest, truthful, trustworthy, and possess a high degree of personal integrity.
• Knowledge of geographical locations within El Paso County and surrounding agencies.
• Ability to understand and utilize CAD, telephone, and several other computer systems while monitoring multiple computer screens.
• Ability to memorize, retain, and accurately recall information and codes while performing other tasks simultaneously.
• Ability to communicate with and understand citizens, emergency responders, and other team members effectively and professionally under times of extreme stress.
• Ability to prioritize, organize, and balance multiple tasks at the same time while maintaining a high degree of accuracy.
• Ability to adapt to constantly changing situations and effectively take appropriate action; exercise critical thinking, sound judgment, and decision making while obtaining information quickly and accurately.
• Ability to remain calm and efficient during times of heavy workload.
• Ability to effectively handle varying degrees of stress in a multitude of emergency and non-emergency situations.
• Ability to understand and execute complex verbal and written instructions, policies, and procedures.
• Ability to type a minimum of 40 words per minute accurately while receiving information relayed over the telephone.
• Ability to read, write, speak, and understand the English language at a level adequate to perform the duties of the position.
• Maintain regular and punctual attendance.

Required Education and Experience

• A high school diploma or equivalent education.

Licenses/Certificates

• Must possess and maintain a valid driver's license.
• Must obtain and maintain Criminal Justice Information System (CJIS) Compliance within six months of employment.
• Must possess and maintain a valid CPR Certification within thirty days of starting the Dispatch General Training Academy.
• Must possess and maintain NCIC/CCIC Certification within thirty days of starting the Dispatch General Training Academy.
• Must obtain a National Center for Missing and Exploited Children (NCMEC) Certification within thirty days of starting the Dispatch General Training Academy.
• Must possess and maintain International Academy of Emergency Medical Dispatch Certification within thirty days of starting the Dispatch General Training Academy.

Pre-Employment Requirements

• Must pass pre-employment testing which includes a typing test for speed and accuracy.
• Must pass conditional post offer background investigation, motor vehicle record check, drug screen, hearing and vision test, and truth verification examination.

Work Conditions

• Duties are performed onsite, in a potentially high stress emergency dispatch environment.
• Position requires shift work to ensure coverage for operations 24-hours per day 7-days per week; will be required to work days, evenings, and/or overnights depending on shift assignment.
• Will be expected to work weekends and holidays.
• Position is subject to on-call status, emergency call outs, and potential overtime.
• Prolonged periods of standing or sitting may be required.

Benefits

El Paso County is an E-Verify and Equal Opportunity Employer. El Paso County adheres to Federal drug screening guidelines and requires a pre-employment drug screen.