City of Chandler Salary Plan - 2013-14
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OT Status Legend:
Non-Exempt = Hourly Position
Exempt = Salaried Position
Excellence is the responsibility of everyone at the City of Chandler. We lead by
our core values in constant pursuit of excellence:
*Commitment – Dedicate oneself to consistent and excellent public service
*Innovation – Implement unique, creative and cost-effective solutions
*Communication – Communicate in a positive, honest and productive manner
*Integrity - Adherence to high ethical standards
*Diversity – Promote inclusiveness
and impartiality throughout the organization
*Personal Responsibility – Take initiative to achieve excellence and
*Respect – Demonstrate a high regard
*Teamwork – Promote cooperative efforts, open communication and trust
All City employees are expected to conduct themselves in a way consistent with the
|EMERGENCY CALL TAKER
Pay Grade: A16 FLSA Status: Non-Exempt
Job Group: Clerical/Technical (A) Class Code: E048
Effective Date: 7/01 Revision Date: 8/03, 7/05, 2/12
The primary function of an employee in this class is to answer emergency and non-emergency calls for police using a multi-line telephone and 911 systems. This position will also route calls for fire and emergency medical services. Employees in this class are responsible for fast, efficient and accurate receiving of emergency and non-emergency calls and messages on an assigned shift. This class differs from Dispatcher in that the Call Taker receives calls, while the Dispatcher receives and dispatches calls with direct contact with public safety officers. This class is subject to shift work and must be able to work nights, weekends, and holidays as required.
Essential Functions are not intended to be an exhaustive list of all responsibilities, duties and skills. They are intended to be accurate summaries of what the job classification involves and what is required to perform it. Employees are responsible for all other duties as assigned.
Obtains and evaluates requests for emergency and non-emergency service from public, other police agencies, other fire agencies, other city departments, etc.;
Interviews all emergency callers to determine the nature of the emergency, location of the incident, other related information;
Processes the requests received according to procedure; determines as much information as possible from the requestor to enable the most appropriate agency of responsibility and the most appropriate level of response;
Enters the request into the computer aided dispatch system for dispatch;
Maintains telephone contact with callers in emergency situations until the arrival of personnel who take command of incident;
Determines from phrasing, vocal stress, and level of cooperation the condition of the calling party to provide the proper level of response to the request to insure safety of requestor and responders;
Types information into CAD computer masks and files either as reference material or current information pertaining to calls; accesses multiple CAD files to obtain or insert information;
Performs all work duties and activities in accordance with City policies and procedures;
Works in a safe manner and reports unsafe activity and conditions. Follows City-wide safety policy and practices and adheres to responsibilities concerning safety prevention, reporting and monitoring as outlined in the City's Safety Handbook.
Knowledge, Skills and Abilities:
Telephone call-handling techniques;
The City of Chandler streets and surrounding areas, including geographical layout of operating districts;
Personal computers and related software.
Learn and apply Federal Communication Commission, City of Chandler and Police Department rules and regulations;
Use computer aided dispatch operating systems;
Maintain the Arizona Criminal Justice Terminal Operator Certification through mandatory departmental training and testing;
Follow departmental guidelines and procedures relating to response to emergency situations;
Exercise good judgment in the handling and prioritizing of calls within the department;
Effectively communicate and make decisions related to dispatching emergency vehicles under stressful work conditions;
Listen and retain information communicated in emergency calls;
Establish and maintain effective working relationships with other employees and the general public;
Communicate clearly and concisely, orally and in writing;
Operate standard office equipment including a personal computer and related software and demonstrate proficiency to prepare email and timesheets;
Prepare accurate and grammatically correct written reports;
Respond to citizen requests in a courteous and effective manner;
Perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines;
Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks.
The work is performed under the supervision of a Dispatch Supervisor.
High school diploma or GED equivalency; and
One (1) year experience in a high volume data entry and customer service environment; and
Ability to type accurately at 40 wpm with no more than a 10% error rate; and
Obtain and maintain the Arizona Criminal Justice Operator Certification within six (6) months of hire or promotion date; or
Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work.
Experience in the operation of telecommunication equipment, computers, or radios preferably in a public safety environment;
Experience and/or training in police dispatch or related field.
The primary duties of this class are performed in a fast paced, multi-tasking environment, frequently under stressful conditions.
Essential Physical Abilities:
Sufficient clarity of speech and hearing, with or without reasonable accommodation, which permits the employee to listen to radio transmissions and voice instructions, and to communicate effectively in person and over the telephone; ability to hear sounds within the normal range of hearing (phone conversations, co-workers, supervisors, radio, etc.) and to hear in the presence of noise;
Sufficient vision, with or without reasonable accommodation, which permits the employee to review a wide variety of written and electronic materials at arms length or less (distinguish letters and numbers) and to see in detail objects or printed material at greater than arms length;
Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to operate control mechanisms such as radio knobs and other mechanisms requiring fine adjustments to position, to handle a variety of records and files, to type with speed and accuracy, and to operate a computer;
Sufficient personal mobility, with or without reasonable accommodation, which permits the employee to stand or sit for long periods of time, move between work stations, lift up to 25 pounds and operate general office equipment.