Entry-Level 911 Call Taker (Telecommunicator 1 / TC1)

South Sound 911 Telecommunicator 1

As part of the South Sound 911 Communications Division and under the direction of the Communications Supervisor, this position performs complex and responsible work in the Emergency 911 Communications Center processing citizen's 911 and business calls by screening calls, recording information and transferring calls as appropriate for law enforcement, fire and medical aid services under emergency conditions in an accurate and timely manner; provide routine information and assistance to the public, various law enforcement agencies and other City and County agencies. This position requires ongoing multitasking ability, and use of discretion and judgment. This position does not have supervisory responsibility. Telecommunicator 1's are expected to work independently in a variety of tasks and ask for assistance / clarification from the Communications Supervisor when questions / concerns arise.

Serve as primary communication link between the law enforcement agencies and citizens of Pierce County, operating within the established procedures and policies of the Law Enforcement Agencies served. Answer calls and questions with a clear, well-modulated and pleasant voice. Answer incoming calls on emergency and non-emergency lines; determine type of service or information required; obtain and process required information and transmit to appropriate dispatcher according to established guidelines and procedures for priority or emergency calls; initiate requests for services for routine calls received. Work under stress with accuracy in a calm and efficient manner, accurately recording pertinent information into computer aided dispatch (CAD) system simultaneously. Respond to situations in a positive and efficient manner. Process more than one call at a time. Communicate with citizens, various police agencies, and various other agencies to provide and receive information and services as requested or required; provide excellent customer service. Provide training and orientation to new employees; assist coworkers as necessary when available; work in a team environment. Attend meetings or training during shift or on overtime as directed. Prepare a variety of reports such as general police reports, supplemental reports; 911 trouble reports and others as required; prepare various forms as required. Operate a variety of communication equipment such as personal computer, Computer Aided Dispatch (CAD) software, telephone system, (ALI) Automatic Location Identifier, (ANI) Automatic Number Identifier, TDD, and playback recorder. Enter and update a variety of detailed information into the computer terminal including the nature and location of calls received and premise histories; prepare and maintain various logs, listings, schedules and files; testify in court as required. Work overtime on a volunteer basis or assigned and mandatory to cover staffing needs. There is more overtime during vacation and / or illness periods and during seasonal workload peaks. May include both extended shift or work on scheduled day(s) off. Range of overtime per payroll period could be 0 to 36 hours.

Graduation from high school or equivalent. Two years of experience involving considerable public contact and multi-tasking.