CITY OF LITTLE ROCK, ARKANSAS

JOB DESCRIPTION

 

 

 

JOB TITLE:	911 Call Taker	POSITION NUMBER(S):	2025
DEPARTMENT:	Police	GRADE:	506
DIVISION:	Emergency Services	FLSA STATUS:	Non-Exempt
SECTION/UNIT:		UNION ELIGIBLE:	No
REPORTS TO:	Communications Shift Supervisor	EEO CATEGORY:	Administrative Support
		EPAS JOB FAMILY:	14

 

This job description should not be interpreted as all-inclusive.  It is intended to identify the essential functions and minimum qualifications of this job.  The incumbent(s) may be required to perform job-related responsibilities and tasks other than those stated in this job description.  Nothing in this job description restricts management’s right to assign or reassign job-related responsibilities and tasks to this job at any time.  Certain functions are understood to be essential; these include, but are not limited to, attendance, getting along with others, working a full shift, and dealing with and working under stress.  Any essential function of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans With Disabilities Act (ADA).  Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.

 

JOB OBJECTIVE:  To receive telephone calls for emergency and non-emergency services and record information into the Computer Aided Dispatch System.

 

ESSENTIAL JOB FUNCTIONS:

 

1.         Receives telephone calls for emergency or routine services; questions callers to obtain information to determine the appropriate response required; verifies and obtains pertinent information to dispatch emergency response units.

 

2.         Transfers emergency calls to other agencies as required.

 

3.         Forwards routine calls to the proper City department or agency.

 

4.         Receives and provides information regarding City services after regular business hours.

 

5.         Completes a report form on non-emergency incidents or accidents by obtaining information such as name, address, type of offense, date, brief description, etc.

 

6.         Enters information into the Computer-Aided Dispatch system for police and fire dispatch.

 

7.         Generates incident numbers for callers after writing an incident report.

 

8.         Transfers non-emergency calls to the proper division in the Police and Fire Departments.

 

9.         Completes supplemental forms which contain additional information that will be attached to original report forms.

 

10.       Testifies in court regarding information reported over the telephone.

 

11.       Enters information from Police Incident Reports and Accidents Reports into the local IBM system.

 

12.       Enters information in the Arkansas Crime Information Center (ACIC)/National Crime Information Center (NCIC) computer systems such as stolen vehicles, license plates, missing persons, et cetera.

 

SECONDARY DUTIES AND RESPONSIBILITIES:

 

1.         Performs other related duties as required.

 

SUPERVISORY RESPONSIBILITIES:  None.

 

MINIMUM QUALIFICATIONS:

 

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

 

Knowledge of standard office practices and procedures.

 

Knowledge of data entry methods and techniques.

 

Skill in the operation of a computer terminal, Teletype equipment, and a standard typewriter keyboard.

 

Skill in the operation of two-way radio equipment.

 

Ability to accurately record information received over the telephone.

 

Ability to testify in court regarding information received over the telephone.

 

Ability to answer questions and provide information to callers.

 

Ability to read and enter data into the computer system rapidly and accurately.

 

Ability to obtain critical information from citizens reporting emergency situations.

 

Ability to hear and speak in a clear, articulate manner.

 

Ability to maintain concentration on calls from citizens or radio messages to and from field units despite distractions caused by other calls or conversations.

 

Ability to determine priority codes, procedures, and appropriate emergency response units by reading maps, run logs, technical manuals, and departmental procedures.

 

Ability to maintain and update files and records.

 

Ability to complete report forms.

 

Ability to maintain calm in emergency situations.

 

Ability to code information for entry into a computer system.

 

These knowledge, skills, and abilities are usually, although not always, acquired through the completion of high school and one (1) year of general clerical experience.  Equivalent combinations of education and experience will be considered.

 

ADDITIONAL REQUIREMENTS:

 

Must be available for shift assignments which include evenings and weekend work.

 

Must possess Arkansas Crime Information Center (ACIC)/National Crime Information Center (NCIC) Level 1, Basic Terminal Operator, and Level 2, Advanced Operator, certifications within one (1) year of employment and maintain certification for the duration of employment in this position.

 

PHYSICAL REQUIREMENTS:

 

The physical activities marked below are representative of those that will be required on a regular basis  to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

	YES	NO
work involves lifting, pushing, pulling or carrying 40 pounds or more		ü
work involves the operation of earth-moving equipment or commercial motor vehicles		ü
work involves the operation of non-commercial motor vehicles		ü
work involves the operation of tools such as axes, shovels, sling blades		ü
work involves the operation of motorized equipment such as chain saws, power saws, jackhammers, lawn mowers, tractors		ü
work involves stooping, bending, twisting, or reaching out in unusual positions		ü
work involves climbing or running		ü
works above ground or floor level, such as on stools or ladders		ü
works in a relatively high average degree of temperature over a long period of time		ü
work involves considerable physical exertion of the whole body over a long period of time		ü
work requires near vision (20 inches or less)	ü
work requires distance vision (20 feet or more)	ü
work involves detection of color differences	ü
work involves determination of the correct location of a sound, such as footsteps		ü
work involves hearing and understanding conversation or sounds	ü

 

 

reviewed:  April 2002  

analyst:      PPW