Police Dispatch Call Taker

City of Chula Vista•Chula Vista, CA

7d•Onsite

About The Position

The City of Chula Vista is seeking a Police Dispatch Call Taker to receive, evaluate, prioritize, and process emergency and non-emergency communications related to law enforcement, public safety, and local government operations. The role documents and disseminates critical information, conducts computer database inquiries and records functions, and supports police personnel, allied agencies, and the public. This position handles high-volume calls and communications that require sound judgment, professionalism, composure, and the application of established procedures during routine and critical incidents. The role primarily focuses on call-taking, information gathering, and call processing rather than primary radio dispatch responsibilities for field units. Support for dispatch operations may be assigned during critical incidents, staffing shortages, or emergencies. The position receives general supervision from the Police Dispatcher Supervisor and may receive technical and functional direction from a Police Dispatcher. Work is performed indoors at a communications console in a carpeted, air-conditioned office with fluorescent lighting and moderate noise. The role requires rotating shifts, including evenings, nights, weekends, holidays, overtime assignments, and emergency staffing situations as required. Applicants must be at least 18 years old at appointment and provide a valid typing certificate with their application, issued within the prior year, showing at least 40 net words per minute and no more than five errors. Self-certified and online certificates that show only an accuracy or error percentage are not accepted. Completion of a California POST-certified Public Safety Dispatcher Basic Course is required within 12 months of appointment. Candidates meeting minimum qualifications may be invited to take a CritiCall performance aptitude test. Successful candidates must undergo a thorough background investigation.

Requirements

Two years of increasingly responsible clerical, administrative support, customer service, call center, emergency services, public safety, or related experience and training equivalent to completion of the twelfth grade.
A valid typing certificate must be attached to the application. It must be issued within one year before receipt of the application and show a typing speed of at least 40 net words per minute with five errors or fewer. Self-certification and online certificates showing only an accuracy or error percentage are not accepted.
Complete a California POST-certified Public Safety Dispatcher Basic Course within 12 months of appointment.
Be at least 18 years old at the time of appointment.
Type at least 40 net words per minute.
Operate telephone, radio, CAD, computer, and related communications equipment proficiently and accurately.
Gather, analyze, prioritize, and relay information effectively during routine and emergency situations.
Remain calm, composed, and professional while handling high-stress, emotionally charged, or traumatic incidents.
Work effectively with codes, procedures, policies, and confidential information.
Read, interpret, and relay map and geographic information accurately.
Exercise sound judgment and make effective decisions under pressure and rapidly changing conditions.
Accurately document information while managing multiple tasks and competing priorities.
Work rotating shifts, including evenings, nights, weekends, holidays, overtime, and emergency activations.
Communicate clearly and concisely, orally and in writing.
Establish and maintain effective working relationships; interact tactfully and effectively with diverse cultural and ethnic groups; and provide courteous, efficient, responsive customer service.
Adapt to changing technologies, procedures, staffing needs, and operational demands.
Successful completion of a thorough background investigation.

Nice To Haves

Experience in public safety communications is highly desirable.

Responsibilities

Answer and process 911 emergency and non-emergency calls, text communications, administrative calls, and requests for service from the public and allied agencies.
Elicit, assess, and accurately document caller information, including locations, suspect and vehicle descriptions, weapons, hazards, medical needs, and other relevant details.
Assess incident nature, urgency, and priority, and determine appropriate responses in accordance with established policies and procedures.
Enter, update, and maintain calls for service in the Computer Aided Dispatch (CAD) system.
Identify the appropriate jurisdiction and route or transfer calls to the appropriate agency, department, or resource.
Support patrol, records personnel, field units, allied agencies, and other Police Department divisions.
Conduct inquiries through local, state, and federal law enforcement systems concerning people, vehicles, warrants, stolen property, criminal histories, protective orders, and related information.
Operate multi-line telephones, TTD/TTY equipment, radio systems, CAD systems, and other communications technologies.
Maintain accurate logs, records, and documentation of communications activity and departmental actions.
Provide information to the public and other agencies about laws, regulations, City services, procedures, and department policies.
Refer callers to appropriate social service, government, emergency, or community resources when appropriate.
Handle sensitive, emotionally charged, high-risk, and emergency calls with composure and professionalism.
Monitor officer and public safety concerns while processing calls and disseminating information.
Use maps, GIS tools, resource materials, and reference systems to identify locations and related information accurately.
Assist with routine clerical and administrative support for Communications Center operations.
Participate in required training, continuing professional training, and professional development activities.
Work rotating shifts, weekends, holidays, overtime assignments, and emergency staffing situations as required.
Perform other duties related to the position.