Communications Call Taker - Weld County , CO

Posted:
July 18, 2019

Agency:
Weld County ,CO

Title:
Communications Call Taker

Description:

Description

Weld County Regional Communications Center (WCRCC) is a busy emergency communications center located in Greeley, Colorado. We service every police, fire and EMS agency in Weld County. We answer 911 emergency calls, as well as non-emergency administrative calls.

WCRCC is seeking a qualified candidate to fill a vacant position of Communications Call Taker. This position receives citizen requests for emergency service assistance. Fielding calls from non-English speaking, deaf or hearing/speech impaired, children, the elderly, those with mental stability issues and using the appropriate techniques / resources to effectively communicate with them and gather the information necessary to generate a call for service.

Anticipated Academy: December 2, 2019

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned. (Any one position may not include all of the duties listed nor do the listed examples include all duties which may be found in positions of this class.)

ANSWERING NON-911 CALLS FROM THE PUBLIC:

Gathering information to enter non-emergency calls for service via the CAD system. Providing an explanation of policies and procedures to citizens as needed and when necessary to explain why a call for service is not appropriate for the situation being reported. Explaining the policies and procedures of the agencies for which dispatch services are provided to give citizens a clear understanding of what is going to be done to address their concerns. Answering general questions from the public, providing them with contact information for other agencies when the situations does not fall within the scope of law enforcement, fire department or emergency medical services responsibilities. Diffusing callers who are upset or irate. Initial fielding of calls to be forwarded to supervisors when citizens have complaints against responders and field units.

ANSWERING 911 CALLS:

Gather information to initiate a call for service via the CAD system. Correctly coding the call and selecting the most appropriate call nature. Correctly verifying the location. Dealing with callers in a heightened emotional state who may be injured, frightened, angry, depressed, suicidal, manic, under the influence of alcohol, narcotics or other medications. Fielding calls from non-English speaking callers and using translation services to communicate with the caller. Fielding calls from deaf or hearing/speech impaired callers and using TTY technology or relay services to communicate with the caller. Fielding calls from children, the elderly, those with mental stability issues and using the appropriate techniques to effectively communicate with them and gather the information necessary to generate a call for service.

PROVIDE EMERGENCY MEDICAL DISPATCH (EMD) ASSISTANCE:

Gather information and initiate a call for service via the CAD system summarizing the chief complaint as quickly as possible. Based on sometimes limited or vague information given by the caller, ascertain the core medical issue and select the correct protocol. Using the computerized version of the protocol, guide the caller through the EMD interrogation process. When necessary, provide pre-arrival instructions to the caller which include but are not limited to CPR, choking, childbirth and control of bleeding. If the patient's condition is unstable or if there are hazards present the dispatcher is expected to remain on the line until responding units are on scene.

PROVIDING SUPPORT SERVICES FOR RESPONDING AGENCY PERSONNEL:

 Running persons through the local database, as well as Colorado Bureau of Investigation computer data base to search for wanted persons, missing persons, runaway juveniles, persons with restraining or protection orders and persons of interest including persons tagged with officer safety hazards.

 Running vehicles, license plates, and other vehicle information through the CCIC database to check for associations with wanted or missing persons, checking for stolen vehicles or license plates.

 Running articles such as guns, stereos, computers and other items through the CCIC database to determine if they have been stolen. Running persons through the Department of Motor Vehicle files via the CCIC interface to check for driving status.

 Running license plates, VIN number and other vehicle information through the Department of Motor Vehicle files to obtain vehicle listings and registration information.

 Providing case numbers to active incidents. Providing incident information such as call times and other bench mark times to units for report writing and administrative purposes.

 Making calls to other agencies and entities to request assistance such as calling for a tow truck, contacting social services, the coroner, the water department or building inspections to name a few.

 

RECEIVING PHONE CALLS FROM USER AGENCY PERSONNEL:

Completing phone requests for information. Giving call times, stop times, custody times and other information needed for administrative and report writing purposes. Recording in CAD units logging on or off duty or changing status via phone. Entering call information, BOLO (Be on the lookout) information, contacting surrounding agencies or other support functions given over the phone at the direction of user agency personnel. Work is observed and reviewed during performance and upon completion.

Qualifications

Required Experience:

 2 years customer service experience required.

Preferred/desired Experience:

 Previous experience dispatching for police, fire or ambulance services desirable.

 Familiarity with computer systems and data entry desired.

 Spanish/English bilingual verbal skills highly desired.

 Emergency Number Professional (ENP) Certification preferred.

Required Skills, Knowledge and Abilities:

 Familiarity with Windows computer programs with a minimum typing speed of 35 wpm.

Condition of Employment:

 Must be able to obtain and maintain Colorado certification of CCIC/NCIC operation within six months of employment.

 Must be able to obtain and maintain Emergency Medical Dispatching (EMD) certification within six months of employment.

 Must be able to obtain and maintain CPR certification within six months of employment.

Other Necessary Requirements

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to speak effectively and relay information to customers who are in a state of emotional distress or under the influence.

MATHEMATICAL SKILLS

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Hearing and speech ability to communicate clearly and distinctly face-to-face as well as over the dispatching system in both emergency and non-emergency situations;

 Manual dexterity ability to operate keyboard devices requiring repetitive arm/hand movements;

 Vision ability to perform functions such as proofread information entered into a computer to determine accuracy and need for correction; to read reports and relay information to requesting party.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Sit for a prolonged period of time;

 Must remain at fixed work station for extended periods of time;

 Required to work weekends, holidays, day, swing and/or late shifts with hours and days off subject to change;

 Fluctuating workload  heavy volume of calls minimal demands within a short time frame and occurring with random variability;

 The noise level in the work environment is usually moderate;

 Workstation comprised of multiple monitors in a large room with other dispatchers;

 Enclosed environment with multi-dispatch stations requiring close communication with co-workers and limited privacy.

The following benefit information is for regular, full time employees. This summary is furnished as general information only and is not intended to be a full description of the benefits offered to Weld County Employees. Specific information on benefits available may be obtained from the Weld County Human Resource office at 970-400-4234.

 

Click Human Resources to go to a Benefits information webpage.

 

Medical/Dental/Vision Plans

 

Weld County offers two medical plans through Aetna. Employees who enroll in one of the health plans are automatically enrolled in a vision reimbursement plan and have three dental plans to choose from. Dependents may also be enrolled. Questions regarding eligibility and premiums should be directed to Human Resources.

 

 

Life Insurance

 

Weld County offers employees a Basic Term Life Insurance policy in the amount of 3 times their annual salary. Eligible employees must regularly work at least 20 hours per week. The plan is provided at no cost to the employee. Employees also have the option to enroll in supplemental term policies for themselves and their dependents. Rates for those supplemental plans are based on age.

 

 

Long Term Disability Insurance

 

Weld County pays the premium for Long Term Disability Insurance for any regular employee that works at least 20 hours per week. The policy provides a monthly benefit of 60% of monthly salary (maximum benefit of $8,000/month) after a 6 month waiting period.

 

 

Short Term Disability Insurance

 

Weld County offers a Short Term Disability plan through Sun Life to any regular employee that works at least 20 hours per week. The premium is paid 100% by Weld County and the plan pays a 60% benefit after the employee has been off work for 30 days and exhausted all of their own sick and vacation time.

 

 

Paid Leave

 

Weld County offers paid vacation, sick leave and holidays. Specific information regarding these benefits can be obtained from Human Resources.

 

 

Retirement

 

All full time regular employees at Weld County (except Health Department employees) participate in a mandatory defined benefit retirement plan. The employees contribute 9% of their base salary on a before tax basis to the fund. Weld County matches that amount starting with the employee's first paycheck. Weld County employees also pay Social Security/Medicare (7.65%). In addition to the mandatory plan, employees have two optional deferred compensation plans to choose from. The 401K and the 457 plans are administered by Principal Financial.

 

 

Employees at the Weld County Department of Public Health and Environment do not participate in the Weld County Retirement plan. Instead they contribute 8% to the Colorado Public Employees' Retirement Association (PERA) and only contribute to Medicare (1.45%). Health Department employees also have the option to contribute to a PERA 401K plan.

 

 

Section 125 and Flexible Spending Accounts

 

The Section 125 program allows employees to pay the premiums for the county's medical, dental and vision plans with pre-tax dollars. Flexible Spending Accounts are also available for unreimbursed medical expenses and day care expenses.

 

 

Employee Assistance Plan (EAP)

 

Weld County offers benefits through an EAP to all employees. The plan is administered through Live Well Solutions and provides confidential, short-term mental health, financial and legal counseling to employees and members of their household.

 

 

Voluntary Benefits

 

Employees at Weld County have the following Voluntary Benefit plans available to them through AFLAC. Aflac offers an Accident plan, Critical Illness plan and a Hospital Indemnity plan.

 

 

Credit Union

 

All Weld County employees are eligible to become members of the Credit Union of Colorado.

 

 

Auto/Home Insurance

 

County employees can obtain Auto and Home Insurance through Kemper Select. Employees are given group rates and the option of payroll deduction for premiums.

 

 

Recreation Center Discounts

 

As part of the Weld County Wellness Program, employees are given discounts at the Greeley Recreation Center, the Family Fun Plex, and the Ft. Lupton Recreation Center.

 

 

Tuition Assistance

 

Regular employees who work at least 20 hours per week may be eligible to receive tuition assistance for qualified college courses.

 

 

Benefits effective date is the first of the month after you have worked one full pay period.

 

 

Additional information on all of these benefits can be obtained through the Weld County Human Resources office.

 

 

Weld County Human Resources

 

P O Box 758

 

Greeley CO 80632

 

970-336-7220

 

01
How many years of experience do you have with customer service?
  • No experience
  • 1 year of experience
  • 2 years of experience
  • 3 years of experience
  • 4 or more years of experience
02
If you do have experience, please explain in detail in what capacity and where in your work history is it reflected.
03
Can you effectively communicate, read, and write in both English and Spanish?
  • Yes
  • No
04
How many years of experience do you have working dispatching for police, fire or ambulance services?
  • No experience
  • 1 year of experience
  • 2 years of experience
  • 3 or more years of experience
05
If you do have experience, please explain in detail in what capacity and where in your work history is it reflected.
06
How many words per minute do you type?
  • 25 to less than 35
  • 35 to less than 45
  • 45 or more
07
List any certificates you have that relate to this position.

* Required Question



Closing Date / Removed from Database Date
August 25, 2019

  All jobs posted are considered open until filled and may close at anytime except as stated in the Job Description.