Full Time 911 Calltaker / Dispatcher in Eugene at City of Eugene

911 Calltaker / Dispatcher

City of Eugene

Location: Eugene
Industry: Government, Jobs
Type: Full Time

General Statement of Duties

The City of Eugene is recruiting to fill several vacancies in the 911 Call Center. This job will appeal to those who have a passion for helping others, are excited by a fast-paced working environment, and who want to make a difference in the community. Successful candidates will have the ability to respond quickly and appropriately to emergency and non-emergency situations, will have great attention to detail, and will provide unmatched customer service. This is a career path for individuals who are ready to dedicate themselves to intensive training for a career with a great team and incredible reward.

Learn what it’s like to be a 9-1-1 Calltaker/Dispatcher from Eugene’s professionals.
Thursday, January 18, 2018
6:00 pm

Emergency Services Training Center
1705 West 2nd Avenue (2nd & Chambers)

**No pre-registration required**

You can also learn more about this position by visiting the Central Lane 911 page on the City website. Please read this posting carefully for important information related to the application and selection process.

Generally a new employee will begin in a calltaking position as a Communications Specialist 1. All employees are expected to complete intensive, on the job training to become fully cross-trained and proficient in calltaking all dispatch positions as a Communications Specialist 2.

Communications Specialist 1
$3,929.47 – $4,333.33 Monthly
Calltakers and trainees who serve as the front line, doing general intake of emergency and non-emergency calls.

Communications Specialist 2

$4,333.33 – $5,534.53 Monthly

Proficient in handling the full scope of calltaking/dispatching functions (fire, police, and other emergency medical incidents). Incumbents in the Communications Specialist 1 classification are required to progress on to dispatch training, and usually advance to the second level within twelve months.

Communication Specialists may earn up to an additional 15% premium pay (depending on qualifications) after three years of employment. Communication Specialists can qualify for an additional 5% increase for demonstrated fluency in an eligible language (such as Spanish).

In addition to the salary listed above, upon eligibility, the City will contribute the employee contribution of 6% and the employer contribution to a retirement program administered by the Oregon Public Employees’ Retirement System (PERS).


Application Guidelines:

Please make sure to submit your complete application as soon as possible to ensure your choice of testing times. Test registration is offered on a “first-come, first-served” basis. 

This recruitment may be used to establish an eligibility list. If vacancies allow, the first projected hire date from this recruitment will be in the month of August 2018.

Examples of Duties Performed – Duties may include but are not limited to the following
  • Operates  computer  terminal  equipment  and  radio/telephone  transmitting  and  receiving equipment.
  • Answers 9-1-1 and non-emergency telephone calls for police, fire, ambulance, and other requests.
  • Makes decisions as to type of call, correct response, and responsible agency to respond to incident.
  • Evaluates information to determine jurisdiction, equipment, and personnel to be dispatched.
  • Transmits appropriate information to dispatcher or responsible jurisdiction as required.
  • Studies, and maintains, familiarity with major streets, roads, public buildings, industrial plants, and the general geographic location of cities and landmarks in Lane County.
  • Dispatches and monitors appropriate emergency public safety.
  • Use complex computer-aided dispatch and multi-line PC-based telephone systems; accurately enter information into computerized systems.
  • Speak clearly and distinctly; listen and paraphrase effectively.
  • Perform multiple tasks simultaneously while listening, relaying, evaluating, and retaining critical information in fast-paced and routine situations.
  • React quickly, efficiently, and calmly in an emergency situation(s); adopt effective course of action.
  • Learn,  and  remember,  geographical  details  of  area  covered:  location  of  public  buildings, industrial plants, patrol and fire district boundaries, and other landmark data.
  • Deal tactfully with the public, coworkers, and others.

Pass a police background check.
**No Felony convictions at any time.
**No Class A Misdemeanor convictions within the last 24 months.

Minimum Qualifications:

Must be able to work weekends, holidays, and all shifts (Day, Swing, and Graveyard). Employees will rotate shifts once every six months, more frequently while in training.

Must be available to work mandatory overtime on regularly scheduled workdays. Currently, the shifts are four 10-hour days / week.

Must meet State requirements and standards for basic certification in a prescribed timeline as a telecommunicator and emergency medical dispatcher by the Department of Public Safety Standards and Training (DPSST). To view the standards set by DPSST for certification, click here and view Oregon Administrative Rule 259-008-0011.

High school diploma or GED is required at time of application.

Must have computer and telephone work experience.

Must have one year of full-time (40 hours/week) or equivalent work experience in a customer service or public contact environment; experience in a high pressure, fast-paced, multi-task position is desirable OR one year of previous experience in a large public safety communications environment.

The possession of, or the ability to obtain within three months of hire date, CPR, First Aid, EMD (Emergency Medical Dispatch), and LEDS (Law Enforcement Data System) certifications. The possession of, or the ability to obtain within one year of hire date, Basic Telecommunicator Certification. (The City of Eugene provides training for CPR, First Aid, EMD, LEDS, and Basic Telecommunicator Certification during the probationary period.)

It is recommended that applicants be able to keyboard at least 40 words per minute.

Fluency in a language in addition to English is desirable. Preference for relevant bilingual ability may be given.

Supplemental Information
Selection Process:

The City of Eugene is dedicated to attracting and retaining exceptional employees to best serve our dynamic community. Each component of the recruitment process has been designed to assess the job-related skills and abilities required for this position and/or simulate the actual job experience. We understand that there are many evaluation steps to complete and this can be taxing on your schedule. Our commitment is to do our best to provide numerous dates and time options for each step and to communicate as early as possible regarding candidate disposition.

Please feel free to print this and reference it throughout the recruitment process as this information will help you best understand each step of evaluation.


  • APPLICATION – Submitted online and in completion by posted deadline. Applicants who meet the stated minimum qualifications and requirements will be invited to participate in the Video Skills Test.
  • VIDEO SKILLS TEST – Scenario-based testing that includes three sections related to call-taking, documentation of calls, and dispatching. Testing can take up to 3 hours and candidates. Expected testing dates are March 1, 2, & 3, 2018.
  • CRITICALL SOFTWARE TEST –  Candidates who successfully complete the Video Skills Test will be invited to Criticall Testing which includes, but is not limited to, tests related to reading comprehension, spelling, data entry speed (keystrokes per hour), call summarization, memory recall, prioritization, and map reading. Criticall’s website is a useful tool for preparing for the test. Testing is scheduled March 19 & 20, 2018.
    • In order to accommodate travelers, Video Skills & Criticall testing will be hosted together for out-of-state candidates only and will be held on March 3, 2018. 
  • PERSONAL HISTORY QUESTIONNAIRE (PHQ) – Also known as a pre-background screening. PHQs will be completed after testing for those who successfully pass Criticall testing.
  • ORAL INTERVIEWS – Top candidates will be interviewed in April or May, 2018.
  • COMPREHENSIVE POLICE BACKGROUND INVESTIGATION – Please prepare materials for background early. Many of the required documents will need to be requested from other organizations and agencies.
  • DRUG SCREEN, HEARING TEST and VISUAL ACUITY TEST – as required by the Department of Public Safety Standards and Training (DPSST).To view the standards set by DPSST for certification, click here and view Oregon Administrative Rule 259-008-0011.
Only candidates who have been invited and have registered online will be accepted into testing.

Applicants will be notified of their status via e-mail following each evaluation component. Please allow time for processing.

Anyone requesting information on a selection process may contact Human Resources (541) 682- 5061 or may check the status on the Employment Opportunities Website at www.eugene- or.gov/jobs.

Other Recruitment information from the City of Eugene:

The City of Eugene complies with the Americans with Disabilities Act of 1990. Any applicant with a qualified disability under the Americans with Disabilities Act may request accommodation by contacting an employment coordinator at (541) 682-5061.

In compliance with the Immigration Reform and Control Act of 1986, the City of Eugene will request all eligible candidates who accept employment with the City to provide documentation to prove they are eligible for employment in the United States.

The City of Eugene is committed to a work environment which values the cultural, educational, and life experiences of each employee. We believe that a diverse workforce enables us to deliver culturally competent service to all members of our community. As part of our commitment to diversity, the City continues to be an affirmative action/equal opportunity employer. Women, people with disabilities, and persons of color are strongly encouraged to apply.

City of Eugene
City of Eugene, Human Resources
940 Willamette St, Suite 200
Eugene, Oregon, 97401.
(541) 682-5061

Salary: See discrition
Application Link: https://www.governmentjobs.com/careers/eugene/jobs/1937786/911-calltaker-dispatcher?pagetype=jobOpportunitiesJobs