Call Taker-Trainee at WCCCA-Washington County 911 – Hillsboro, Oregon

Answer the Call!

Join WCCCA - the second largest primary 9-1-1 Center in Oregon. We provide 9-1-1 emergency communications for over 15 police and fire agencies that serve Washington County and also provide fire service into Clackamas, Yamhill and Multnomah Counties.

Working for WCCCA means having a stable job environment while being able to serve your community. Working at WCCCA also means having opportunities for advancement. We have several paths employees can take to advance in their careers.

Our Call Takers and Dispatchers are truly the FIRST first responders. Being a first responder is a mindset and for many, a calling. First responder’s core values are deeply rooted in dedication, excellence, commitment, respect, partnership building, creativity, resourcefulness and compassion

All roles at WCCCA come with great benefits and competitive pay. Thorough, on -the-job paid training is provided. If this sounds good to you, apply today!

Duties may include, but are not limited to the following:

1. Receive telephone calls utilizing complex telephone equipment, listen to callers to accurately ascertain the nature of the call and prioritize information according to established procedures.
2. Maintain accurate records of events, written logs and reports of actions taken that may be used in legal proceedings.
3. Use an array of complex references and resources to solve questions, determine appropriate courses of action and provide correct levels and types of service to the public.
4. Record and relay information for police, fire and medical services to the radio dispatchers.
5. Screen and forward phone calls to other County divisions and agencies as appropriate.
6. Use phone and computer simultaneously and monitor multiple computer screens.
7. Identify non-English speakers and quickly and effectively utilize approved interpreters or equipment to aid in communicating.
8. Assist radio dispatchers as requested.
9. Successfully complete a variety of required certifications, such as Law Enforcement Data System (LEDS), emergency medical dispatching, Oregon Basic Telecommunicator, etc.
10. This position is designated as Essential Personnel. Any person reporting for shift must understand that they will be required to perform duties of the position until relieved by a proper authority.
11. Must be able and available to work shifts that span a 24-hour period (i.e. day, swing and graveyard shifts) including weekends and holidays.
12. Must be able and available for unscheduled and/or mandatory overtime as required.
13. Ensure duties and tasks are conducted in accordance with the Agency Safety Program.
14. Perform other duties as assigned.

What We’re Looking For:

• Willing to work shift work and overtime
• A track record of honesty and integrity
• Willingness to learn and accept feedback
• Ability to keep track of multiple tasks in a fast -paced environment

Qualifications:

To move forward in the hiring process, candidates must meet the minimum qualifications. We encourage you to consider your skillset before applying. If you meet the minimum qualifications and believe your skills match up to this role, please complete the application.

• High school diploma or GED
• Typing ability with speed and accuracy
• No disqualifying criminal history
• 1 year of customer service experience
• 1 year of computer data entry and retrieval of information
• Any combination of experience and training that would likely provide the required knowledge, skills and abilities is qualifying.

• Must obtain within 18 months of hire and maintain:
  1. DPSST Basic Telecommunicator Certification.
  2. EMD Certification.
  3. CPR/First Aid/AED Certification.
  4. LEDS certification.

• Communicate clearly and concisely in English over the telephone with a variety of people of various educational, ethnic and social/cultural backgrounds;
• Able to prioritize complex incidents based on a number of situational variables following established policy;
• Capable of quickly deciding on an appropriate course of action;
• Ability to write clearly, accurately, concisely and legibly;
• Knowledgeable of or the ability to learn CAD functions and commands, , telephone operation, LEDS formats, common police fire and medical terms and operation of basic office machinery.
• Skill in typing complex alphanumeric data into a computer system with high accuracy and speed;
• Ability to multitask and retain information over long periods of time.
• Ability to read, interpret and apply agency standard operating guidelines, administrative directives, and user agency protocols, some of which may change frequently;
• Ability to read and comprehend complex written material containing technical, legal and medical terminology;
• Ability to adjust to frequently changing workloads;
• Ability to adhere to the ethical and legal standards required to achieve and maintain Basic Telecommunicator and Emergency Medical Dispatch certification through the State of Oregon;
• Ability to participate in mandatory training.
• Ability to exercise good judgment, common sense and emotional intelligence in accomplishing responsibilities and in interactions with others.
• Capable of applying a high level of initiative, discretion and judgment in accomplishing assigned tasks; ability to work under stressful and emotional conditions; ability to maintain confidentiality.
• Ability to establish and maintain effective relationships with those contacted in the course of work. This may include other employees, representatives of other agencies and organizations as well as members of the community.

This is an entry level position. This position is non-exempt and represented by a Collective Bargaining Association (CBA).

Physical Demands

Sit at a desk or console for extended periods of time; occasionally walk, stand, or stoop; occasionally lift, carry, push, pull, or otherwise move objects weighing up to 10 pounds; use tools or equipment requiring a high degree of dexterity; work for sustained periods of time maintaining concentrated attention to detail; take information from callers who may be excited, abusive, use profanity, are incoherent, drunk or hysterical; must meet all physical standards as set forth by the State of Oregon to include visual acuity, hearing, speaking and basic physical health that provides the stamina to perform the duties of a Call Taker for long periods of time.

Accommodations may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Supervision Received/Exercised

This position receives direction and supervision from an Operations Supervisor. This position does not supervise others.