Call Taker

Job Summary

This position is responsible for the initial screening of calls coming into the dispatch center, determining the nature and severity of those calls, and taking the appropriate course of action. This may include determining the required dispatch response, redirecting the caller to a different department, providing information for a resolution to the issue, or transferring the caller to a Dispatcher.

Essential Duties

• Effectively communicate with the community and co-workers by giving information, directions, guidance and instructions by telephone and interpersonal methods.
• Gather information; receive complaints and/or requests for service (both routine and emergency), via a multi-line telephone system and/or through interpersonal communications.
• Correctly determine initial responses for varying Police, Fire, and EMS calls using standardized protocols
• Recognize potential emergency situations and effectively transmitting the information to an on-duty Dispatcher.
• Provide accurate information to user agencies when needed, in a professional and courteous manner.
• May perform clerical work for administrative personnel.
• Perform other job-related duties and special projects as assigned.
  
  

Knowlege, Skills And Abilities

• Qualify and pass all initial and yearly APSIN Exams.
• Protect APSIN information as required by state law.
• Establish and maintain effective working relations with supervisors, co-workers, public and private officials, and the general public.
• Maintain composure and effectiveness in highly emotional and stressful situations.
• Prioritize actions during multiple response scenarios requiring division of attention.
• This position requires the application of communication skills in a calm demeanor with a professional attitude, and a mature disposition all being necessities of the job.
• Type at a net speed of 50 words per minute.
• Operate a computer terminal and CAD equipment as well as other dispatch resources in accordance with the Department's Standard Operating Procedures.
• Understand and operate basic computer program functions such as file, save, recovery and search.
• Memorize hot key functions.
• Perform telecommunications related functions such as clear speaking ability and excellent listening skills.
• Accurately track and submit documents to/from agencies and personnel as needed.
• Maintain strict confidentiality of all calls, conversations, and written materials.
• Provide and understand geographical detail within service areas.
• Homeland Security orientation tests (Incident Command Systems) will be required as a term of employment taken on-line: Entry level IS-100.b within thirty days of date hired and IS-200.b, IS-700.a, and IS-800.b within one year of date of hire.
  
  

Experience, Education Certificates, and Licenses

• High school diploma, GED or equivalent required.
• Two years of work experience involving a substantial amount of public contact and office clerical duties.
• Must pass an extensive background investigation, audiological examination, and pre-employment drug testing.
• Emergency Services, Computer knowledge, Public Safety Communications, or Military related experience is desired.
• Applicants will be tested to determine experience, skill level, and abilities.
• Telecommunications experience is desired.
• Must possess a valid driver’s license at time of application and be able to operate a motor vehicle.
• Must provide a current (dated within 30 days of request) driving record from the state in which driver’s license is held.
• Must obtain a valid State of Alaska Driver’s License with satisfactory driving record at time of hire.
• Be able to obtain and hold a security clearance meeting the requirements of the Alaska Public Safety Information Network (APSIN).
• Obtain and maintain Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), Emergency Telecommunicator (ETC), and CPR certifications.
  
  

Please read the below information carefully. This applies to your application submission.

Attaching a resume or curriculum vitae is not an alternative to filling out the application in its entirety. Leaving sections of the application blank, noting "see resume or CV" or any similar response on any portion of your application may lead to a determination your application is incomplete and removal from consideration for this job posting.

At time of application, applicants are requested to submit if applicable:

• Copy of academic transcripts (unofficial are okay, please ensure that the institution name/URL is listed on the transcript) if using education to meet the minimum qualifications.
• Three (3) professional references, two of which must be from a current or former supervisor (not applicable for internal positions).
• Reference requests are automatically sent upon submission of your application for certain positions.
  
  

SUPPLEMENTAL QUESTIONS

For your application to be evaluated you must answer the Supplemental Questions. Be sure to read each question carefully, answers cannot be changed once your application is submitted. Supplemental questions regarding certification, licenses or experience will be verified against information in your application and/or resume, failing to list required experience may cause your application to be denied.

EDUCATION

If post-secondary education is required to meet the minimum qualifications, you must fill in the Education section of the application. If you have not obtained a degree, please indicate the number of units completed. Copies of transcripts are required to verify educational credentials if used to meet the minimum qualifications for a position. Transcripts can be attached at the time of application or within 48 hours of the close of this recruitment to the contact person listed below.

EEO STATEMENT

The City of Wasilla complies with Title I of the Americans with Disabilities Act (ADA). Individuals with disabilities, who require accommodation, auxiliary aides or services, or alternative communication formats, please call 1-907-373-9039. The City of Wasilla is an equal opportunity employer.

DRUG-FREE WORKPLACE POLICY

In compliance with the Drug-Free Workplace Act of 1988 the City of Wasilla prohibits the unlawful manufacture, distribution, dispensing, possession, or use by an employee of a controlled substance as defined in Schedules I through V of Section 202 of the Controlled Substances Act (21 USC 812), and as further defined by policy at 21 CFR 1308.11 – 1308.15 is prohibited in any workplace of the city.

Any individual who conducts business for the city, applies for a position or conducts business on the city’s property is covered by the drug-free workplace policy. The policy includes, but is not limited to, all employees, contractors, volunteers, interns, and applicants.

NOTICE

If you choose to be contacted by email, please ensure your email address is correct on your application and that the spam filter will permit email from the ‘govermentjobs.com’ domains. For information on allowing emails from the ‘governmentjobs.com’ domains, visit the Lost Password Help page located at https://www.governmentjobs.com/OnlineApplication/User/ResetPassword/User/ResetPassword.

The City of Wasilla offers a robust benefit package for employees. In addition to retirement, health and life insurance, and paid leave, employees may elect supplemental benefits through payroll deduction.

• Health insurance is provided through Blue Cross Blue Shield. The City covers 100% of the monthly premiums for employees and dependents. This plan includes medical, dental, vision, prescription drugs, disability benefits, and more for the employee and eligible dependents. Coverage begins on the first of the month following 30 days’ continuous employment. Deductible for individual/family is $300/$600 and Out of Pocket maximum is $2300/$4600. Click here to see the summary plan description booklet: F12-02-SPD-2020-With-Inserts-as-of-08.23.23.pdf (engineerstrust.com).
• 24/7 Telemedicine via SwiftMD. These visits are covered in full and are not subject to the annual deductible or coinsurance provisions of the plan.
• 11 paid holidays: New Years Day, President’s Day, Seward’s Day, Memorial Day, Independence Day, Labor Day, Alaska Day, Veteran’s Day, Thanksgiving and the day after, and Christmas Day.
• 2 Floating holidays awarded annually
• 4 days of bereavement leave
• Incentive pay of 2.5% for a completed associates degree or a 5% pay incentive for a completed bachelor's degree
• Advanced certification pay of $100.00 per pay period
• $1,250 physical fitness incentive pay upon successful completion of fitness test awarded annually
• Uniform allowance and take-home vehicle (up to 30 road miles) for police officers
• 12 hours per month of paid time off for all employees up to 3 years of service. After 3 years, 18 hours/month of PTO, and after 8 years of service, employees qualify for 22 hours of PTO per month.
• Wellness Leave - Receive two weeks of additional PTO starting with the completion of 10 years of service. Additional PTO provided upon completion of every additional five years of service.
• PTO cash outs
• Longevity Pay for continuous service in the department. Complete 10-14 years, $2,000/year; complete 15-19 years, $4,000/year; complete 20 years, $6,000/year.
• Retirement is provided through the State of Alaska PERS (Public Employee's Retirement System). Participation in PERS is mandatory and the current contribution rate is 8% of gross wages. The City of Wasilla matches 5% of employee contributions for Tier IV employees. Employees will become fully vested after 5 years of PERS employment.
• State of Alaska Supplemental Benefit System (SBS) annuity plan is provided in lieu of Federal Social Security (deductions for Medicare will still be required). Participation in this program is mandatory. The current employee contribution is 6.13% of gross wages and is matched by the City. Information can be found here: http://doa.alaska.gov/drb.
• Life insurance is offered and 100% paid for employees and dependents through Symetra Life Insurance Company. Employees receive a $50,000 policy and each eligible dependent receives a $2,000 policy. Coverage begins on 1st of the month following 30 days continuous employment. This is a portable policy, and employees can take over the premium payments upon separation if they choose to keep the policy.
• The Employee Assistance Program (EAP) is free to employees and their entire household. The EAP includes valuable work/life balance tools ranging from fitness and nutrition, counseling sessions, and legal services. MagellanHealth.com/member 1-800-478-2812.
• Supplemental benefits are available through payroll deduction from AFLAC, MetLife, Mission Square, New York Life, Colonial, and Symetra
  
  

01

Do you have at least two years of work experience involving a substantial amount of public contact and office clerical duties?

• Yes
• No
• Required Question