Hours of Work : Civilian Call Takers work a 4-day on, 2-day off schedule. Fixed hours of duty are 5 : 00 p.m. to 1 : 00 a.

m. or 1 : 00 a.m. to 9 : 00 a.m. schedule.

Duties and Responsibilities : The Civilian Call Taker is responsible for answering all incoming calls on recorded and unrecorded lines in a professional, customer oriented, courteous, and businesslike manner, ascertaining the nature of the call, and gathering all necessary information to transmit or relay in accordance with established Department rules and procedures.

The Call Taker performs routine clerical, administrative and technical work in receiving routine and emergency information;

keeping official records; and assisting in the administration of the standard operating procedures of the Communications Center.

The Call Taker provides aid and support to the officers of the Department by ensuring that messages are clear, concise, accurate, and timely.

Call Takers shall maintain accurate uniform documentation procedures for all dispatched activity through proper utilization of the Department's Computer Aided Dispatch (CAD) system and shall be fully familiar with the procedures for all data recording and entry responsibilities.

Additionally, the Civilian Call Taker complies with all state and federal dispatch standards for telecommunications and maintains a good working knowledge and understanding of all radio systems, telephone systems, and radio / telephone recording equipment.

Civilian Call Takers shall be under the direct supervision of the Officer in Charge (OIC) of the Station while on duty and the overall control of the Patrol Division Commander.

Qualifications

Minimum of a high school diploma or an equivalency is required. Typing skills of at least 45 words per minute, straight typing, and 10 words per minutes, form typing.

Satisfactory completion of the Basic Dispatcher's school given by the Massachusetts Criminal Justice Training Council or equivalent (to be attended as soon as beginning employment).

Written and verbal proficiency in both Spanish and English is desired. Courteous, professionalism and emphatic abilities a must.

Ability to speak clearly and distinctly at all times. Ability to think clearly and act appropriately in emergency situations.

Ability to reduce all information received into clear, concise, and accurate messages. Ability to performs multiple tasks simultaneously (i.

e. answering calls, entering information into the CAD system, etc.). Ability to analyze situations accurately and to take, or suggest, an effective course of action.

Miscellaneous Information

APPLICATIONS ARE AVAILABLE IN THE PERSONNEL OFFICE The City of Lawrence is mi Equal Opportunity Employer REASONABLE ACCOMMODATIONS are provided to applicants with disabilities.

If you need reasonable accommodations for any part of the application and hiring process, please notify the Personnel Director at (978) 620-3060.

The decision on granting reasonable accommodations will be on the case-by-case basis.

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Last updated : 2024-05-14