Call Taker

Cook County • Chicago, IL

14h • Onsite

About The Position

The Cook County Sheriff’s Police Department Emergency Communications Center in Des Plaines, Illinois, seeks a Call Taker for its multi-jurisdictional, high-activity operation. The center receives and dispatches police calls across Cook County and Metra rail lines in several surrounding counties, serves a population of approximately 450,000, and processes more than 2,100 phone calls daily. It operates 24 hours a day, seven days a week, year-round. This is an onsite civilian, non-sworn position in a non-exempt classification.

Call Takers answer emergency 9-1-1 and non-emergency calls, gather information, determine whether calls concern police, fire, EMS, or another emergency, assign priorities using designated codes, and enter emergency data into the P1 Computer Aided Dispatch (CAD) system. They also enter, retrieve, interpret, and maintain records in the LEADS and NCIC systems and respond to public works, utility, and community-service requests.

The position requires rotating or assigned shifts, including evenings, nights, weekends, and holidays, as well as availability for emergency call-ins and mandatory overtime. Call Takers work in a call center with multiple screens and stressful situations, and may need to remain at a workstation and wear a communications headset for extended periods. Candidates must complete required testing and, after hire, obtain LEADS Operator certification within 90 days and complete Emergency Medical Dispatch training within 60 days. The position has a 365-day probationary period.

Requirements

• High school diploma or GED.
• Must have reached age 19 by the application date.
• Typing speed of 30 words per minute with 90% accuracy; familiarity with computer keyboards and data input; legible handwriting; and spelling proficiency. Skills testing is required.
• Successfully pass written examination(s), an oral interview panel, hearing and vision tests, background investigation(s), and the required assessment process.
• Meet all unit requirements to the Director of Communications’ satisfaction during the 365-day probationary period.
• Willingness and ability to work any or all assigned shifts in a 24-hour period, including rotating shifts, and be available for emergency call-ins; overlapping shifts and/or overtime may be required.
• Ability to report for mandatory overtime four hours before or four hours after a scheduled shift.
• Ability to work up to 15 hours at a time while continuously wearing a communications headset, hearing outside sounds, reading visual displays, remaining seated at a workstation, typing accurately, and conversing with callers.
• Ability to communicate clearly and articulately in English, listen empathetically, control conversations to gather information quickly and accurately, and communicate professionally and precisely.
• Ability to use good judgment, make decisions, manage emergencies and stressful situations, adapt to changing procedures, handle multiple tasks, detect and correct errors, and organize heavy workloads.
• Professionalism, integrity, tact, diplomacy, dependability, emotional stability, self-motivation, maturity, confidence, and the ability to maintain a cooperative attitude and represent the organization courteously.
• Ability to read and understand correspondence, directives, and General Orders and to support and carry out agency directives and mission.
• Ability to acquire and maintain knowledge of telephone, computer, and emergency communications equipment; customer-service practices; the service area; agency procedures and resources; and applicable LEADS/NCIC systems and guidelines.
• Obtain State of Illinois LEADS Operator certification within 90 days of hire and maintain current certification throughout employment.
• Complete Emergency Medical Dispatch training within 60 days of hire and maintain certification throughout employment.
• Legally authorized to work in the United States.
• Successfully complete applicable post-offer tests, which may include a background check, drug screen, and/or medical examination.

Nice To Haves

• One or more years of professional, full-time experience as a 9-1-1 police dispatcher or call taker within the last three years.
• One or more years of professional experience using the Premier One Computer-Aided Dispatch (P1 CAD) system.
• Possession of LEADS certification.
• One or more years of professional, full-time experience in a multi-jurisdictional 9-1-1 center.
• Completion of or current enrollment in a Public Safety Communications course resulting in a vocational training certificate.

Responsibilities

• Answer emergency 9-1-1 and non-emergency calls for unincorporated Cook County and assist jurisdictions without emergency 9-1-1 systems or contracted dispatch agencies.
• Gather and assess caller information, determine the nature and priority of calls, and communicate information to the proper recipient.
• Enter emergency call data into the P1 Computer Aided Dispatch (CAD) system.
• Cancel, confirm, enter, locate, modify, and validate records in the LEADS and/or NCIC systems while adhering to LEADS policies.
• Respond to public works, utilities, and community-service calls for assistance or repair.
• Maintain records, maps, communications equipment, and the communications console; perform related administrative, clerical, data-entry, and retrieval tasks.
• Keep informed of County ordinances, Department policies, State statutes, standard operating procedures, and other law-enforcement-related information.
• May assist with on-the-job training of new Telecommunicator personnel and assist or relieve other Telecommunicators as required.
• May review transcripts or recordings related to complaints or calls for service and may be required to testify in court.
• Maintain working knowledge of telephone and computer functions, equipment limitations and alternatives, service-area information, and cooperating-agency procedures and resources.
• Work assigned shifts in a 24-hour operation and be available for emergency call-ins and required overtime.

Benefits

• Medical, dental, and vision health insurance coverage for the employee and eligible dependents.
• Thirteen holidays per fiscal year; employees active at the start of the fiscal year may also qualify for a floating holiday.
• Accrued sick leave of one day per month of service, accumulable up to 175 working days.
• Accrued vacation leave, with the opportunity to accrue 15 days within the fiscal year; accrual increases based on employment anniversary.
• Basic term life insurance equal to one times annual salary at no cost, with the option to purchase supplemental coverage.
• Cook County Pension Fund participation, with potential eligibility for an annual annuity after ten years of service and upon reaching the applicable age.
• Optional deferred compensation plan as a tax-deferred supplemental retirement option.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED