CALL RECEIVER (COMMUNICATIONS OFFICER I)

This position provides a critical link in the delivery of public safety service, being the first and most important contact with the citizen needing help. Develop a timely, rapid, and accurate sense of call interpretation and decision-making/problem-solving skills during stressful situations.  Remain calm, show empathy, convey reassurance, and instill confidence in the caller that the proper response to their needs will result. This position is responsible for receiving incoming calls for police, fire and emergency medical aid, and non-emergency requests from the public via 9-1-1 lines and other seven-digit telephone lines. Employee obtains information from callers who may be injured, confused, or abusive, and determines which, if any, agencies should respond to the event.  

Answers emergency and non-emergency calls for service, simultaneously enters this information into the computer using a CAD System, and continues to enter updates in a timely manner.  Calms negotiates, advises, and otherwise communicates with callers to obtain accurate and essential information necessary to establish priority and initiate a timely response to emergency calls.  Remains calm, shows empathy, conveys reassurance and instills confidence in the caller through a demeanor that will result in a proper response to their needs. Determines the appropriate agency/agencies that should respond to an incident.  Be reliable, dependable, and report for work on a consistent and predictable basis.  Gathers organizes, translates, and processes information from various emergency callers in an accurate and timely manner.  Accurately type 40 net words per minute while listening and conversing simultaneously.

Contacts are made both inside and outside the organization. Internal contacts frequently include the Communications Officers, Supervisory staff, and Administrative personnel. External contacts may include Center customers, outside vendors, governmental personnel, applicants, and citizens. This position is representative of the Center and therefore it is critical that all interactions are respectful and professional. Interactions tend to focus on information exchange and the receiving and giving of procedural changes. A majority of external interactions are via telephone or electronic exchange. 

Valley Com service area, including streets and landmarks. Map reading includes knowledge of adjacent areas, directions of travel, hundred blocks, and freeway access. Condensing large amounts of information into readable, sensibly typed remarks in a timely manner and having the ability to recall numerous acronyms and codes essential to appropriate call processing.  Maintaining familiarity with the Standard Operating Procedures (SOP) and appropriate manuals that provide a thorough knowledge of Valley Com operations and procedures.  Operating a computer and telephone system with essential peripherals and program applications.

Maintain a high level of confidentiality and professionalism regarding sensitive internal and external information.  Speak the English language coherently and clearly, possess an excellent vocabulary, and verbally communicate effectively. Speaking another language in addition to English is beneficial but not a requirement.  Be available by telephone at his or her own expense.  Work through complex technical tasks involving various public safety communications systems.  Interact effectively with people in a multi-cultural society under extremely stressful situations. Record names and numbers rapidly and accurately.  Remember numerous details and quickly recall essential information.

High school diploma or equivalent  

18 years of age or older at time of hire.  

Basic experience in computer terminal operation. (Desired) 

One year or more experience in the public safety field. (Desired)