What are the responsibilities and job description for the Call Taker position at McKinley County, NM?
Description
Definition: The purpose of this position is to provide technical support to McKinley County Metro Dispatch and its employees to ensure stable and smooth daily operation of the 911 dispatch center. This is accomplished by providing technical support and administrating databases. Other responsibilities include providing additional department and user support and performing other duties as requested.
Essential Job Functions:
- Performs duties involving the receipt of all calls through telephone and enhanced 911 system. Receives calls for assistance, reports of incidents, traffic accidents or fires. Obtains required information. Works as a team member with field personnel. Maintains knowledge of field personnel locations at all times; relays information and calls for back-up assistance with same or other Agencies, as requested or required. Receives calls via call-forwarding for County emergency medical services and volunteer fire departments.
- Operates Computer Aided Dispatch (CAD) system; inputs calls for service and all radio messages received and transmitted. Assists in the coding of essential information needed to efficiently utilize the system.
- Answers calls for assistance received on E-911 equipment. Provides emergency medical assistance over the telephone, asking questions and giving instructions for emergency medical care of a sick or injured victim or other instructions for the welfare of crime victim as outlined in the E-911 standard operating procedures. In life or property threatening situations, maintains constant contact with caller until emergency is resolved or on-site assistance is provided. In life or property threatening situations, must be capable of placing multiple calls to various law enforcement or emergency service organizations, and maintaining open contact with one or more of these Agencies. When serving as a call-taker, obtains required information, enters into the CAD system and transfers calls to appropriate tele-communicator for dispatch. Reports discrepancies in addressing system to supervisor or to a coordinator.
- Types or utilizes a computer to prepare a variety of forms, correspondence and reports concerning assigned operations. Reports problems with communications and other office equipment and need for replenishment of office supplies to supervisor.
- Performs other duties as assigned.
Supervisory Controls:
The incumbent works under the general supervision of a Shift Supervisor who makes work assignments and provides assistance and guidance on situations of a complex or controversial nature. The incumbent is expected to plan and carry out the work in an independent manner and to refer matters beyond assigned scope of responsibility to the proper source. Work is evaluated through conferences, general observation and reports for results achieved, overall effectiveness and compliance with instructions and procedures.
Guidelines:
Guidelines include Federal, State, local, and Tribal laws, statutes and ordinances, departmental rules, regulation and policies, Federal Communications Commission regulations and procedures, and E-911 rules and procedures. Guides also include instruction manuals for communication and teletype equipment, ten-codes, 200 codes, filing system, reporting system, and general office procedural guides. Judgment must be applied in the selection, interpretation, and application of the proper guidelines.
Working Conditions:
All essential work is performed indoors in an office setting. The work area is adequately lighted, heated and ventilated with even carpeted and tiled floors. Work schedules rotate through day and night shifts, weekends, and holidays. Shifts may on occasion last up to twelve (12) hours.
Minimum Qualifications:
- High School diploma or GED Equivalent.
- Must type 35 wpm or better.
- General clerical/administrative experience or education that provided the knowledge, skills, and abilities in working with the general public.
- Must be 18 years or older on or prior to employment.
- Must pass Criticall computer based assessment.
Certificates and Licenses:
- Must possess a valid Driver’s License at time of employment and be insurable for liability purposes; and the ability to possess a New Mexico Driver’s License within six (6) months of hire date.
- Must be certified by the State of New Mexico in emergency medical dispatch techniques within six monthsof hire.
- Must be certified in CPR within six months of hire.
Knowledge/Skills/Abilities:
- Thorough knowledge of law enforcement, fire, and EMS methods and procedures: familiarity with applicable Federal, State, local and Tribal laws, statutes, and ordinances pertinent to the work of the position.
- Skill in the operation of telephone systems, E-911, telecommunications device for the deaf (TDD).
- Knowledge of and skill in use of a computer aided dispatch (CAD).
- Knowledge of Enhanced 911 Public Safety Answering Point Procedures, including knowledge of Master Street Address Guides and Rural and City Addressing systems.
- Knowledge of codes and ability to recall codes used by law enforcement officers to receive and relay information, i.e., 10-codes and 200-codes.
- Knowledge of and skill in the use of emergency medical dispatch techniques.
- Knowledge of and skill in the use of CPR.
- Knowledge of pertinent industry-standard, Federal, State, and local laws, codes and safety regulations.
- Knowledge of county geography
- General office skills such as typing, filing, record keeping, and working with the general public.
- Skill in operation of and computer keyboards, data processing equipment for data entry or work processing, copy machines, , fax machine, etc.
- Ability to remain calm, maintain concentration, to take charge in emergency situations.
- Ability to open and maintain contact with one or more agencies simultaneously during life or property threatening situations.
- Ability to communicate clearly and accurately in English, both orally and in writing
- Ability to understand and follow oral and written instruction.
- Ability to converse and deal with a variety of people including co-workers, the general public, and officials from Federal, State, local, Tribal and business organizations.
- Ability to read a city map.
- Ability to perform multiple tasks simultaneously.
Physical Demands: Work is basically sedentary involving:
- Frequent bending;
- Frequent reaching;
- Frequently lifting, pushing, pulling, or carrying of light items, such as books, papers, and file folders; and occasionally items weighing up to ten pounds.
- Sitting for long periods of time.
- Manual dexterity and coordination to operate keyboards, communications and other office equipment.
- Good vision and hearing.
- Viewing video/computer terminals for long periods of time.
Conditions of Employment: Incumbent must pass a conditional post-offer of employment Physical Examination. Incumbent must pass a conditional post-offer of employment Drug Analysis Test. Incumbent is subject to a background check from the National Criminal Information Center. Must not have any felony convictions or convictions involving immoral or unethical characteristics.
Other Requirements: The incumbent of this position must comply with established safety guidelines of McKinley County.
Disclaimer: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
