Call Taker

City of Suffolk•Suffolk, VA

About The Position

Under direct supervision, the Call Taker performs communications work in the Police Department’s Emergency Communications Center on an assigned shift. The position receives administrative and emergency calls for the Police Department, Fire Department, and rescue services, and operates computer systems connected to the Virginia Criminal Information Network (VCIN) and National Crime Information Center (NCIC). The Call Taker uses tact and firmness to obtain information from distressed callers and exercises independent judgment and initiative when receiving messages, collecting information, and responding to emergencies. The position reports to the Communications Lead Operator and requires completion of a probationary period. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions. Duties may include other related work reasonably incidental to the position.

Requirements

High school diploma or GED.
Must hold or become certified in CPR, EMD, VCIN/NCIC operation, and basic dispatching.
Knowledge of City and departmental policies, procedures, practices, terminology, principles, and methods relevant to the position.
Knowledge and proficiency with computers and software programs typically used in the position.
Ability to receive calls, determine an appropriate course of action, take clear messages, and assist callers as necessary.
Ability to perform routine clerical work.
Ability to understand and apply regulations, procedures, and related information.
Ability to communicate effectively with department employees, supervisors, members of the public, and other involved groups.
Ability to assemble information and prepare concise, clear, and effective written reports and documents.
Ability to use independent judgment and work with little direct supervision as situations warrant.
Ability to use mathematical methods for required calculations, including arithmetic, decimals, percentages, fractions, and interpretation of graphs.
Ability to review, classify, categorize, prioritize, and analyze data, including exercising discretion in data classification and comparing analysis with established standards.
Ability to provide guidance, assistance, or interpretation of procedures and standards for specific situations.
Ability to read and interpret technical reports, informational documents, directions, instructions, and procedures.
Ability to write reports using proper format, punctuation, spelling, and grammar.
Ability to speak with and before others with poise, voice control, and confidence, using correct English and a well-modulated voice.
Ability to exercise judgment, decisiveness, and creativity when evaluating information against measurable or verifiable criteria.
Ability to use a wide variety of reference, descriptive, and advisory data and information.
Ability to visually inspect items for proper length, width, and shape using job-related equipment.

Responsibilities

Operate the TTY system through the VESTA phone system to receive and transmit messages.
Receive and respond to complaints and service requests, obtain necessary information, and enter pertinent data into the computer system.
Notify other agencies needed to assist Police, Fire, and Rescue in emergencies.
Use VCIN and NCIC computer terminals to obtain driver history, vehicle registration, criminal record, stolen property, and other information as necessary.
Use the CAD system for information input and retrieval.
Enter stolen property or wanted persons and transmit necessary messages nationwide.
Maintain and enter complaints and service requests in the City computer database, and retrieve data when requested and authorized.
Monitor security alarms for businesses, the court, schools, and other locations.
Maintain awareness of the location of City vehicles.
Answer telephone calls, provide information, and refer inquiries or messages to appropriate personnel, departments, or agencies.
Perform clerical duties as necessary.
Run call history information for officers.
Perform other related duties as required.