Call Taker

PAY AND FAIR LABOR STANDARDS ACT (FLSA) STATUS:

Pay Range: 414

Hourly Rate: $22.65 - $35.06

FLSA Status: Non-Exempt

The normal starting pay for this position is the minimum of the pay range listed above. A higher rate of pay may be considered, dependent on the qualifications and experience of the selected applicant and/or the City’s step placement policy.

OVERAGE POSITION

This position is an overage. Funding for this position will be re-evaluated on a fiscal year basis.

POLICE DEPARTMENT POLICY

The Oklahoma City Police Department’s Body Art/Visible Tattoo Policy is available at the following link: https://joinokcpd.com/tattoo-policy Please ensure you have read the policy, understand the policy, and are willing and able to comply with the policy. 

BACKGROUND CHECK

Civilian employees of the Oklahoma City Police Department must successfully complete a comprehensive background check and polygraph test prior to employment.

ELIGIBILITY LIST PREFERENCE ORDER

Full-time City employees will receive preference in the following order: major division first, then department, then all other full-time City employees. Part-time/year-round City employees will receive preference next. If there are no qualified full-time City employees or part-time/year-round City employees, external applicants will then be considered (when the vacancy is open to external applicants).   

APPLICATION, HIRING, AND BACKGROUND

• When completing the application, applicants will be asked to respond to application questions.  These application questions are based on the Job Requirements for the position.  
• Completion of the application questions is required. 
• Applicant responses to the application questions must specifically answer the questions asked. 
• Responses to application questions must be supported by work history/information listed on the application/resume, sufficient to demonstrate qualifications for the position.  
• Applicants may upload only two attachments.  Attachments may include, but are not limited to a resume, cover letter, DD214 or NGB Form 22, transcripts, etc.  Applicants may also choose to combine documents into one field for upload.  
• Applications may not be reviewed if specific responses to application questions have not been provided.
• Each application submission is reviewed independently.  

For detailed information about the City’s hiring and background processes, check out the:  Quick Guide to Hiring and Background Checks 

If you have questions, check out the: Frequently Asked Questions

Please note the background check process for Police Department positions is specified above.

TOTAL REWARDS

At the City of Oklahoma City, our Total Rewards package is designed to honor your service, fuel your growth, and support every part of your life.  We offer:

• Competitive pay
• An average of $22,000 annually contributed toward your benefits and retirement
• A comprehensive package designed to support your health and wellness, financial security, work-life balance, and personal and professional growth and development

Explore all the ways we invest in you:City of Oklahoma City Total Rewards

SELECTION PROCESS INFORMATION

Important Application Information:  Applicants who meet the minimum qualifications for this job will be invited by email to complete CritiCall online testing to evaluate whether they possess the knowledge, skills, and abilities necessary for success on the job.

The email invitation will include a deadline by which testing must be completed. Applicants who do not complete the testing by the deadline will be removed from further consideration.

The CritiCall test is 100 percent web-based and fully compatible with the latest version of Google Chrome, Mozilla Firefox, and Microsoft Edge: Google Chrome, Mozilla Firefox, Microsoft Edge.

Safari users will have to follow the onscreen instructions after clicking the test link for enabling the auto-play function within the Safari browser. Microsoft is no longer supporting Internet Explorer, thus the test may not be compatible with the Internet Explorer browser.

Applicants encountering any issues during testing can contact CritiCall at [email protected] or by calling (800) 999-0438 x2, Monday through Friday, between 7:00 a.m. and 8:00 p.m. Pacific time.

Before you begin the test, you may want to review CritiCall Candidate Resources which are available at this link:  Public Safety Dispatcher Applicants - CritiCall TestGenius

These resources include a test preparation guide, frequently asked questions, and sample tests.

The use of cell phones, smart watches, or any other devices/methods to research test answers is strictly prohibited by the City of Oklahoma City and will result in applicants being disqualified from consideration.

Applicants requiring reasonable accommodation at any time during the hiring process are encouraged to notify one of the Human Resources Department Representatives by calling 405-297-2530.

POSITION DESIGNATIONS

This job classification has been designated as a safety sensitive job classification in accordance with the Oklahoma Medical Marijuana and Patient Protection Act, 63 O.S., § 427.1 et seq. (OSCN 2019), effective August 29, 2019. This means employees in this job classification can be subject to disciplinary action up to and including termination if they test positive for marijuana components or metabolites, even if they possess a medical marijuana license.

This job classification has been designated as a cyber security sensitive job classification effective June 26, 2023, in order to comply with United States Department of Justice, Federal Bureau of Investigation, Criminal Justice Information Services (CJIS) Division’s Criminal Justice Information Services Security Policy (Version 5.9.2, 12/07/2022), 5.12 Policy Area 12 Personnel Security.  The policy requires national fingerprint-based records checks be conducted prior to granting access to criminal justice information for all personnel who have unescorted access to unencrypted Criminal Justice Information (CJI) or unescorted access to physically security locations or controlled areas (during times of CJI processing). Employees in this job classification will be subject to a Criminal Justice Information Services (CJIS) Interstate Identification Index (III) Fingerprint Background check after receiving a conditional offer of employment.  Additionally, employees in this job classification must complete the required CJIS Security and Privacy Training and pass the online certification test.

JOB SUMMARY

This posting will be used to fill a current vacancy in the 911 Communications Center in the Operations Division of the Police Department within the City of Oklahoma City and is under the direction of an immediate supervisor. An eligibility list will be established or supplemented for filling future vacancies in the department, per provisions of the AFSCME collective bargaining agreement. The 911 Call Taker serves as the telephone communication link between the calling party and units in the field. Essential job functions include: accurately and efficiently receiving and transmitting information via telephone and through the Computer-Aided Dispatch (CAD) Network; input and/or retrieval of information concerning emergency and non-emergency situations; recording information obtained from callers by typing information into the computer via computer terminal and keyboard; routing calls to appropriate dispatch consoles; and monitoring calls to ensure dispatch of support agencies. The work is reviewed through continual visual observation by the supervisor.

VETERANS PREFERENCE

Honorably discharged veterans of the United States Active Duty Armed Forces, National Guard, and Reserve Forces who are not currently employed full-time by the City of Oklahoma City and who meet the qualifications for the position shall be given preference. To receive preference, veterans must submit verification of honorable discharge from the United States military service (Department of Defense Form DD214 or NGB Form 22) prior to the closing date of the vacancy announcement.

JOB REQUIREMENTS

• Skill in accurately and efficiently obtaining, recalling, and relaying pertinent information.
• Skill in verbal communications utilizing tact and diplomacy.
• Skill in recording information accurately.
• Skill in operating two-way radios and multi-line telephone systems.
• Skill in making quick and accurate decisions.
• Ability to remain calm in emergency situations.
• Willingness to maintain confidentiality. 

COMPETENCIES

• One City, One Team (Teamwork/Team Oriented) (1) Recognizes, values, and leverages the ideas, opinions, and perspectives of others; (2) participates willingly and effectively as a team lead or team member; (3) builds consensus; fosters team commitment, spirit, pride, and trust; (4) collaborates with others to accomplish goals and objectives and achieve results; (5) expresses facts, ideas, messages, and information (technical and non-technical) to individuals or groups clearly, concisely, accurately, understandably, with honesty, tact, and diplomacy and in a manner that is appropriate for the intended audience; (6) actively listens, clarifies information as needed; (7) [Core Value One City, One Team] shares information, resources and solutions across departments; (8) [Core Value One City, One Team] asks for help early and offers it often; (9) [Core Value One City, One Team] collaborates across teams before decisions are made.
• Service First (Customer Centric) (1) Demonstrates commitment to public service; (2) serves and satisfies internal and external customers in a timely and effective manner; (3) establishes, commits to, and maintains high standards for producing quality work products and being responsive to customers; (4) supports the Department/City's mission; develops and executes strategies with the customer in mind; (5) [Core Value Service First] acts quickly and follows through until the job is complete; (6) [Core Value Service First] serves everyone with genuine respect, diligence and professionalism; (7) [Core Value Service First] makes decisions with the people we serve in mind.
• Respect Always (Conduct) (1) Conducts oneself with the utmost integrity and professionalism; (2) demonstrates humility; (3) encourages people to share their perspectives, ideas, and opinions; (4) makes decisions based on a sense of shared purpose; (5) takes responsibility for actions and decisions; (6) resilient; (7) leans in to challenges and problems with creative solutions; (8) speaks up and challenges the status quo; (9) relies on the character, ability, strength, truth, and transparency of others and the organization; (10) [Core Value Respect Always] listens with curiosity and speaks with care; (11) [Core Value Respect Always] embraces different perspectives and lived experiences; (12) [Core Value Respect Always] gives feedback constructively and receives it openly.
• Own the Outcome (Execution and Results) (1) Sets well-defined and realistic goals and high standards of performance for self or self and others; (2) displays a high level of initiative, effort, and commitment toward performing work; (3) completes assignments in a thorough, accurate, and timely manner, and delivers results; (4) works with minimal supervision, is motivated to achieve, and demonstrates responsible behavior; (5) demonstrates understanding of all aspects of the job (as specified on the approved job description) and application of accrued knowledge in carrying out duties and responsibilities; technical knowledge; skill in the techniques, equipment, procedures, and work required; (6) [Core Value Own the Outcome] takes initiative to fix it or escalates issues; (7) [Core Value Own the Outcome] follows through on commitments; (8) [Core Value Own the Outcome] speaks up when accountability is missing.
• Keep Getting Better (Workplace Standards) (1) Takes meal periods and breaks according to policy; (2) ensures sick leave usage does not negatively impact productivity of work unit; (3) notifies supervisor of unscheduled absences; (4) accepts suggestions and supervision with a positive approach; (5) completes work timely and correctly; (6) [Core Value Keep Getting Better] takes time to reflect and act on what is working and what is not; (7) [Core Value Keep Getting Better] learns from mistakes without blaming; (8) [Core Value Keep Getting Better] supports self and other’s development and growth.
• Safety (1) Complies with all safety policies and practices; (2) promotes a safe work environment; (3) participates in safety meetings; current on completion of safety trainings.

WORKING CONDITIONS

• Inside at all times in a climate-controlled environment where temperature remains between 60 degrees and 70 degrees Fahrenheit.
• Exposure to continuous noise at low levels as produced by other dispatch personnel, computer terminals, keyboards and climate control equipment.
• Subject to frequent stress from high activity levels and the nature of calls received.
• Required to work shifts including nights, weekends, and holidays.
• Subject to shift assignment changes.
• Subject to 24-hour emergency call.

Note:  Typical City employee working hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. However, working hours vary (may require work to begin before 8:00 a.m. and/or end beyond 5:00 p.m., and/or may require work on weekends and holidays), and are subject to change, based on the duties and location of the position and the business needs of the assigned work unit/department.

PHYSICAL REQUIREMENTS

• Arm-hand steadiness and manual/finger dexterity enough to use equipment such as a computer keyboard, telephone, etc.
• Near vision enough to read a computer screen and written communication such as memos, operations procedures and instructions from supervisors.
• Hearing and speech enough to communicate clearly and distinctly by telephone, radio, and in person in a semi-noisy environment created by other dispatchers, equipment, etc.
• Subject to sitting, telephone usage, etc., for prolonged periods of time.

Note: The working conditions and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

OTHER DETAILS

Eligibility List: An eligibility list will be established from this posting consisting of applicants who receive a score of 70 percent or better.  Multiple selection procedures may be utilized; a minimum of 70 percent or better will be required on each; and the results of multiple selection procedures will be equally weighted.  The eligibility list will be in effect for 90 days from the date of the final selection procedure and will be used to fill future vacancies.

Pay Method:  City employees are required to receive pay electronically, either via direct deposit or pay card.

Former Employees:  If this position is open to external applicants and you are a former employee, you must be eligible for rehire to participate in any selection process.  If you are unsure of your rehire status, please contact the Human Resources Department at (405) 297-2530.  If your rehire status has been coded “Not Eligible,” “Eligible 3,” or “Conditional,” you will need to request a review of your rehire status through the Human Resources Department’s Employee and Labor Relations Division.

Background Investigation, Drug Testing, Physical Examination:  Upon a conditional offer of employment/acceptance of position, the City of Oklahoma City will conduct a criminal history background check for external applicants. Applicants will be provided contact information for any third-party reporting agencies used to collect background information in connection with conditional offers of employment.

If the position accepted includes a driver license (commercial or non-commercial) Job Requirement, the City of Oklahoma City will obtain a Motor Vehicle Report for internal and external applicants.

If the position accepted is safety sensitive and/or a driving position, internal and external applicants will be provided a copy of the City of Oklahoma City's Drug and Alcohol Testing Policy prior to being directed for a drug test. A copy is also available at the links below:

AFSCME CBA Addendum C: Drug and Alcohol Testing Policy

If the position accepted is cyber security sensitive, internal and external applicants will be subject to a Criminal Justice Information Services (CJIS) Interstate Identification Index (III) Fingerprint Background check. Additionally, employees in this job classification must complete Level 4 Security Awareness Training and pass an online certification test.

If the position accepted includes a lift/push/pull/carry Physical Requirement of 25 pounds and greater, internal and external applicants will be directed for a physical examination.

AN EQUAL OPPORTUNITY EMPLOYER

If you require reasonable accommodation at any time during the hiring process, please notify one of the Human Resources Department Representatives by calling 405-297-2530. The City of Oklahoma City will not discriminate against any applicant or employee because of race, color, religion, sex (including pregnancy, actual or perceived sexual orientation, and gender identity and/or expression), national origin, age, disability (mental or physical) and genetic information (including family medical history).