Communications Call Taker for 9-1-1 Dispatch

Communications Call Taker for 9-1-1 Dispatch

Job ID: 107116
Location: Oregon City, Oregon
Full/Part Time: Full Time
Regular/Temporary:Regular

CLACKAMAS COUNTY CORE VALUES

WE ENCOURAGE YOU TO PRINT OR SAVE THIS JOB ANNOUNCEMENT FOR YOUR REFERENCE.

IT WILL NOT BE ACCESSIBLE AFTER THE CLOSE DATE.



Clackamas County employees work to serve the public and enrich our community. In that spirit, we pledge to hold ourselves to these standards at all times in our interactions with customers and one another:

Service Professionalism Integrity Respect Individual accountability Trust

By incorporating these values into our daily routines, we can better serve our customers, ourselves and our projects. We're always looking to improve. That's the Clackamas County SPIRIT.

Clackamas County Core Values

Clackamas County is committed to building a community where people thrive, have a sense of safety, connection, and belonging, so that everyone is honored and celebrated for the richness in diversity they bring. We encourage applicants of diverse backgrounds and lived experience to apply.

CLOSE DATE

This Job Posting closes at 11:59 PM (Pacific Time) on Wednesday, September 6, 2023.

Please Note: The application deadline may be extended to expand the pool of qualified candidates. Any recruitment timeline changes will be communicated to all who have initiated an application process or have submitted an application.

PLEASE NOTE:

Only those applicants who are invited to the department interview for this position will need to submit the FULL (16 page) Statement of Personal History (SPH). Applicants who are invited to a department interview will receive instructions from the Department of Human Resources on how to access and complete the FULL SPH document.


PAY AND BENEFITS

Annual Pay Range: $60,032.27 - $75,601.97

Hourly Pay Range: $28.861666 - $36.347100

Salary offers will be made within the posted pay range and will be based on a candidate's experience (paid or unpaid) that is directly relevant to the position.

The hourly pay range for this classification includes the following steps:

Step 1: $28.861666 | Step 2: $30.218166 | Step 3: $31.638420 | Step 4: $33.125427 | Step 5: $34.676656 | Step 6: $36.347100

* For estimation purposes only:

• If you have less than 24 months of dispatch/call taking experience within the last five (5) years, you will start at Step 1 of the pay plan which is $28.861666 per hour / $60,032.27 annually;
• If you have more than 24 months of dispatch/call taking experience as a fully certified 9-1-1 Dispatcher/Call Taker within the last five (5) years, you will start at Step 2 of the pay plan which is $30.218166 per hour / $62,853.79 annually;
• If you have more than 24 months of dispatch/call taking experience as a fully certified 9-1-1 Dispatcher/Call Taker, using MAJCS CAD system within the last five (5) years, you will start at Step 3 of the pay plan which is $31.638420 per hour / $65,807.91 annually.

Clackamas County proudly offers an attractive compensation and benefits package, including competitive wages, cost-of-living adjustments, merit increases (for eligible employees), and a robust sick and vacation plan for regular status employees.

We encourage and support employee health and wellness by offering, health and wellness classes and events, and alternative care benefits, so you can customize your wellness needs to fit your lifestyle.

Employee benefits become effective the first of the month following an employee's date of hire.

Attractive benefits package and incentives for employees in regular status positions are detailed below.

Generous paid time off package:

• 
  For vacation and sick leave accruals as well as information about holidays, please visit the AFSCME: C-COM Full Time Benefits Summary page.
  
  • 
    Eligible newly hired employees will have the one-time option to frontload their first year of vacation accruals in compliance with EPP 66 - Vacation Leave! This means you have access to vacation time at time of hire.
    
    • 
      Please note: Per AFSCME-CCOM Collective Bargaining Agreement: "New employees may not request to use vacation time in the first 6 months of employment at CCOM; however, exceptions can be made by the director or designee when vacation requests do not conflict with training schedules for internal and/or external training academies, such as, but not limited to Oregon DPSST or EMD courses".
      

Other Benefits:

• Membership in the Public Employees Retirement System (PERS)/Oregon Public Service Retirement Plan (OPSRP):
  • Employer paid 6% PERS retirement contribution (The county currently pays the employee's share of the retirement contribution.)
  • OPSRP members get vested after five years of contributions or when they reach age 65
• Employer match of 3.5% on Deferred Comp 457 Retirement Plan
• A Choice of Medical Plans that include chiropractic coverage, alternative care, vision, and prescription drug coverage
• A Choice of Dental Plans
• Robust EAP and wellness programs, including gym discounts and wellness education classes
• Longevity pay
• Other retirement Savings Options that allow for additional retirement funds savings, including an option to contribute a portion of employee earnings on a pre or post-tax basis to a 457b Deferred Compensation Plan
• A variety of additional optional benefits (see links below for additional information)

This is a full time County position represented by AFSCME.

Learn More About Benefits

JOB DETAILS AND QUALIFICATIONS

Communications (9-1-1) Call Takers are in the front line of the 9-1-1 system and are the professionals called upon to help those who need to be heard, when something is happening to them, their loved ones or just someone next to them. A Call Taker's main goal is make each caller feel they received help from a competent, considerate and courteous professional. This is exactly the type of service Call Takers at Clackamas County provide to every single person who reaches out to them. They are strong and powerful individuals, who make up the most integral part of the 9-1-1 system and set the foundation for the best resolution of each call or situation possible.

• Are you passionate about helping others?
• Do you want to make a difference in people's lives every day?
• Do you have a “gift” for being able to remain calm in stressful situations?
• Are you “quick on your feet” and able to make critical decisions promptly?
• Are you an excellent communicator?
• Are you known for your exceptional listening skills?
• Do you have outstanding problem-solving skills?
• Have you considered starting an incredibly rewarding career?

If you answered "yes" to the questions above, we want you to join our team as a Communications Call Taker with the Clackamas County Communications (C-COM) 9-1-1 Department. As a Communications Call Taker, you will play a critical role in providing services and support that enhance the well-being of citizens and public safety agencies you will serve.

We are searching for motivated, confident, composed and customer service focused individuals to join our team of professionals. As a Communications Call Taker, you are the first contact person callers interface with when they reach out for help to the 9-1-1 system. You will receive emergency and non-emergency calls in a central dispatch center characterized by multiple user agencies and wide geographic scope; operate computer devices designed for recording, storing and retrieving information; refer a variety of telephone inquiries to appropriate services or sources within and outside of the County and provide other public service information.

As an employee of the Clackamas County Communications (C-COM) 9-1-1 Department, you are expected to meet the highest standards of professional conduct and ethics while on the job, and also to maintain those same high standards when taking actions in your personal life that could reflect on the Department.

PLEASE NOTE:

• 
  The center's schedule is based upon a standard seven-day work week with dispatchers working 4 days on (10 hours per day) and 3 days off.
  
• 
  Incumbents must successfully complete the Communications Call Taker training program within established training timelines.
  
• 
  This recruitment will be used to establish an eligibility list of qualified candidates to fill vacancies in the C-COM 911 Department over the life of the eligibility list, which typically is about six (6) months.
  

Required Minimum Qualifications/ Transferrable Skills:*

• Customer service experience
• Strong verbal and written communication skills that demonstrate all of the following:
  • Ability to interact with diverse individuals under stressful situations
  • Exercising tact, good judgment and diplomacy, especially while working with people who are experiencing extreme emotions
  • Ability to quickly determine the “who”, “what”, “when”, “where” and “why” within a conversation
  • Proper usage of English grammar and spelling
• Strong interpersonal skills that translate into all of the following:
  • Ability to handle a wide range of situations and circumstances effectively, positively, and professionally and to maintain composure in difficult, stressful and quickly emerging situations
  • Ability to work well independently and in a team setting
  • Ability to accurately follow precise instructions in stressful situations
  • Strong listening and problem solving skills
  • Strong organization, multitasking and prioritization skills
• Must be at least 18 years of age as of 11:59 PM (Pacific Time) on the recruitment close date
• Typing speed of 35 Words per Minute (WPM)
• Must possess a high school diploma or GED certificate of high school equivalency
• Corrected vision shall be at least 20/30 in each eye. Depth perception shall be sufficient to demonstrate stereopsis adequate to perform the essential tasks of the job. Visual Field Performance shall be 140 degrees in the horizontal meridian combined.
• Hearing in both ears must be sufficient enough to perform essential tasks without posing a direct threat to themselves or others. Applicant may not have an average loss of hearing greater than 25 decibels (dB) at the 500, 1,000, 2,000, 3,000, 4,000, and 6,000-Hertz (Hz) levels in either ear or single ear hearing loss in excess of 25 dB Hz.

Preferred Special Qualifications/ Transferrable Skills:*

• Experience working in a public safety setting

Pre-employment Requirements:

• Must be willing to work weekends, holidays and day, evening and night work schedules
• Must be free from criminal convictions, other than minor traffic violations
• Must pass an extensive background investigation, including national fingerprint records check
• Must pass a pre-employment drug test
• Must pass a post-offer health screening, including vision, hearing and speaking abilities. Accommodation requests will be reviewed on an individual basis in compliance with State and Federal legislation.
• Possession of a valid driver's license or an acceptable alternative method of transportation. Accommodation requests for an acceptable alternative method of transportation will be reviewed on an individual basis in compliance with State and Federal legislation or based on the Communications Department business needs. Learn more about the County's driving policy.
  • Please Note: Anyone hired into the Communications Call Taker position will be required to have the ability to arrive at any primary or alternate worksite at any time of the day or night, regardless of the weather conditions.

Other Requirements:

• Ability to meet Department of Public Safety Standards and Training (DPSST) various preconditions for Dispatcher certification, including but not limited to education and age requirements listed above under Required Minimum Qualifications.
• Possession of or ability to obtain within established training timelines (currently set at 400 training hours):
  • Law Enforcement Data System (L.E.D.S.) certification
  • Department of Public Safety Standards and Training certification as a Telecommunicator and Emergency Medical Dispatcher (E.M.D.)
  • Cardio-pulmonary resuscitation (C.P.R.) certification
  • Other certifications required by statute

*For Veterans qualified for Veteran's Preference: If you believe you have skills that would transfer well to this position and/or special qualifications that relate to this position, please list those skills and/or qualifications in the open-ended question at the end of the application and explain how those skills and/or qualifications relate to this position.


TYPICAL TASKS

Duties may include but are not limited to the following:

1. Receives requests for law, fire and EMS services by phone and text messages; questions caller to gather data concerning the nature of the call; determines if the call must be handled by law, fire or EMS service; determines priority of the call; enters call for services to be dispatched.
2. Receives telephone calls and text messages reporting incidents not requiring dispatch of field units; speaks with callers to determine the nature of the incident and refers or transfers callers appropriately.
3. Operate computer aided dispatching computer workstation and VESTA telephone computer workstation during call taking and call entry for dispatch.
4. Attend required training in dispatch skills to maintain understanding of dispatch needs in order to effectively gather call information.

WORK SCHEDULE

This position works in a County department that is open 7-days a week, 365-days a year. Shifts for this position include evenings, weekends and holidays. The center's schedule is based upon a standard seven-day work week with dispatchers working 4 days on (10 hours per day) and 3 days off. This position is designated as on-site/in-person. It is expected that the selected candidate will perform duties at the specified on-site work location.

Please Note: During training, a variety of shifts are worked to expose new employees to all of the nuances of the position. After training, shifts are bid by seniority on a yearly basis.


EXPLORE CLACKAMAS COUNTY

Clackamas County is in a prime location in the Portland, Oregon metropolitan area and is recognized nationally as one of the most livable areas in the United States. Located on the southern edge of the City of Portland and extending to the top of Mt. Hood, Clackamas County is part of a thriving region in the Northwest. It has a population of about 420,000 residents.

Explore Clackamas County

Working for Clackamas County

Recreation, Arts & Heritage

Equity, Diversity and Inclusion


ABOUT THE DEPARTMENT

The Clackamas County Department of Communications, also known as C-COM (pronounced see-COM), provides 9-1-1 emergency and non-emergency call taking service to the public. C-COM also provides radio dispatch services to 6 law enforcement agencies and 8 fire districts and departments.

Learn more about Clackamas County C-COM


APPLICATION PROCESS

Clackamas County only accepts online applications.

Help With Your Application:

Application Process

Help with the Application

If you have any questions or issues you may contact the Department of Human Resources at 503-655-8459 or e-mail us. Our office hours are Monday - Thursday 7:00 a.m. - 6:00 p.m. Pacific Time (closed on Fridays).

HOW TO CLAIM VETERAN'S PREFERENCE

Request Veterans' Preference

Learn more about the County's Veterans' Preference

VISA SPONSORSHIP

Clackamas County does not offer visa sponsorships. Within three days of hire, applicants will be required to complete an I-9 and confirm authorization to work in the United States.

EQUAL EMPLOYMENT OPPORTUNITY

Clackamas County is an Equal Opportunity Employer. We value diversity, equity, and inclusion as essential elements that create and foster a welcoming workplace. All qualified persons will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability or any other factor unrelated to the essential functions of the job.

If you wish to identify yourself as a qualified person with a disability under the Americans with Disabilities Act and would like to request an accommodation, please address the request to the Department of Human Resources prior to the recruitment close date. You may request an accommodation during the online application process.


OTHER INFORMATION

TESTING AND SELECTION PROCESS

This recruitment process includes multiple steps. Applicants must pass ALL STEPS of the process in order to move forward. After the completion of each step of the process, all applicants will be notified of their status by email. A summary of the testing and selection process steps is outlined below.


STEP 1: MINIMUM QUALIFICATION SCREENING

After the recruitment close date, applicants' responses to the multiple choice screening questions will be assessed. In order to pass this initial questionnaire screening, applicants must meet the required minimum qualifications (listed above in the Job Details & Qualifications section) and be willing and able to work in the working conditions described in the screening questions


STEP 2: CRITICALL COMPUTER AND MULTI-TASKING SKILLS TESTING

Applicants who submit all of the required materials by the recruitment close date/time and pass the application screening, will be invited to take the CritiCall test. Applicants do not need prior 9-1-1 call taking or dispatching experience to take this test. This is a computerized test, which evaluates typing speed, entering data, multi-tasking, memory recall, prioritization, reading maps and understanding directions, and reading and comprehending written text.

IMPORTANT: CritiCall testing for this recruitment process will be administered ONLINE. Applicants selected to move forward to CritiCall testing will receive the testing invite within approximately few days after the recruitment close date. Any changes to this anticipated timeline will be communicated to the applicants. Applicants will be able to take the CritiCall test at a location of their choice. Applicants selected to take the CritiCall test will be notified of the upcoming testing period in advance and will receive detailed information and specific instructions on how to complete the testing process. Applicants must complete the CritiCall test by the established deadline.


STEP 3: PASS/FAIL APPLICATION REVIEW

Applicants passing the CritiCall testing will have their application materials reviewed. This review will include an evaluation of knowledge, skills and experience as demonstrated through the work history, as well as the evaluation of the responses to the open-ended questions. Incomplete application materials may result in inactivation of the application and applicant not receiving further consideration.


STEP 4: STATEMENT OF PERSONAL HISTORY (SPH)

Applicants passing the application review will be placed on the eligibility register and the most qualified candidates on the eligibility register will be referred to the Clackamas County Communications 9-1-1 (C-COM) Department for a selection interview & other selection steps in the process, in accordance with the Clackamas County Personnel Ordinance rules. Candidates referred to the interview, will be required to submit a fully completed Statement of Personal History (SPH) for the comprehensive background check. Instructions on completing the SPH document will be provided at the time selected candidates are scheduled for the interview. Candidates who do not submit the required 16-page SPH by the established deadline will not continue moving forward in this process.


STEP 5: DEPARTMENT INTERVIEW

The most qualified candidates on the eligibility register will be referred to the Clackamas County Communications 9-1-1 (C-COM) Department for a selection interview & other selection steps in the process, in accordance with the Clackamas County Personnel Ordinance rules. Additional names may be referred from the eligibility register, if provided for under the County's Personnel Ordinance. Open eligibility registers will be used for three (3) to six (6) months, and could possibly be extended up to one (1) year. In the event there are additional openings for this position, the established eligibility register will be used to fill these openings.


STEP 6: EXTENSIVE BACKGROUND INVESTIGATION

Background investigations, including fingerprinting, will be conducted for the most competitive candidates. Background investigations are comprehensive; therefore, they can take on average between four (4) and six (6) weeks to complete. In order for the background investigation to proceed in a timely fashion, candidates must complete all entries on the Statement of Personal History (SPH) form, submit required documents, and encourage references to respond immediately to their investigator's telephone calls. Candidates who fail to provide information in a timely manner may be disqualified to continue in this recruitment process.


STEP 7: PSYCHOLOGICAL EVALUATION, HEALTH SCREENING, and PRE-EMPLOYMENT DRUG SCREEN

Candidates who receive conditional job offers after the department interview and pass the background investigation will attend a post-offer psychological evaluation.

Candidates who pass the psychological evaluation will then take a post-offer pre-employment drug test and a post-offer health screening, which tests for sufficient vision, hearing, and speaking ability.



ACADEMY TRAINING INFORMATION

Communication Call Takers attend an in-house academy to learn the basic knowledge and skills to process calls as well as attend the three (3) week DPSST training academy in Salem, Oregon. The academy includes lessons on call control, law enforcement data systems, medical Miranda, and agency policies and procedures. After this academy, trainees work with a coach, taking 9-1-1 and non-emergency calls. The entire Call Taker training program can take up to twelve (12) months to complete.


RECRUITING QUESTIONS?

Victoria Vysotskiy, Recruiter
Vvysotskiy@clackamas.us


To apply, visit https://hrapp.clackamas.us/psc/recruit/EMPLOYEE/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&JobOpeningId=107116&PostingSeq=1&SiteId=1&languageCd=ENG&FOCUS=Applicant



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