Join us in our mission to help people by becoming a Non-Emergency Call Center Lead. With your exceptional leadership, communication, and problem-solving skills, you can make a positive impact on the lives of our callers and team members alike.As a Lead Call Taker in the Non-emergency Call Center, you will:

• Lead a team of call-takers who take non-emergency calls on the non-emergency line.
• Provide guidance and support to team members during high-stress situations to ensure a calm and professional response.
• Monitor call volume and workload and make real-time decisions to optimize resource allocation.
• Maintain up-to-date knowledge of emergency response protocols, procedures, and local regulations.
• Act as a point of escalation for complex or escalated emergency situations, providing guidance and decision-making support.
• Conduct comprehensive training sessions to familiarize new hires with non-emergency call-taking procedures, including call-handling protocols, information-gathering techniques, and effective communication strategies.
• Answer incoming non-emergency calls promptly and professionally.
• Gather relevant information from callers to assess the nature of the request or inquiry.
• Provide accurate and detailed information regarding non-emergency services, policies, and procedures.
• Redirect calls to appropriate resources. 
• Adhere to all privacy and confidentiality regulations in handling sensitive information.
• Receive training to provide life-saving instructions while dispatching callers to the emergency communications center during escalated emergency situations.
• Notify appropriate personnel and agencies of emergency incidents.
• Assist in training new personnel, including training and mentoring peers.
• Report problems to appropriate County departments.
• Respond to administrative lines and provide callers with information and directions.
• Check work performed by the Non-Emergency Call Center daily and make corrections as necessary.
• Perform additional duties as assigned.

• High School Diploma or GED; and
• Three (3) years of experience in dispatching for a law enforcement agency; or
• Any equivalent combination of experience and training.

 Preferred Qualifications:

• Previous experience in a call center or customer service role.
• Experience with computer-aided dispatch software is advantageous.

 Required Special Qualifications:

• Must work rotating shifts, holidays, weekends, and special events.
• Successful completion of the Lead Call-Taker Training Curriculum.
• Successful completion of a criminal background check to include verification of education, certification, and licenses.
• May be required to work mandatory overtime during shift shortages and disaster situations.