Job Details

911 Call Taker/Dispatcher

  2018-12-07     City of Eugene     940 Willamette St., Suite 200, Eugene, OR      $3,929 - $5,534 month  


01215 911 Calltaker / Dispatcher

The City of Eugene values diversity in its workforce, and is committed to Affirmative Action.


Final filing date: December 19, 2018.

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 at Career Night.


Date:  Wednesday, December 12, 2018

Time:  6:00 pm

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

**No pre-registration required**

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 DEADLINE: Wednesday, December 19, 2018 at 5:00 p.m.


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 late April 2019.


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.

All candidates must 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).


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 English is required. Preference for relevant bilingual ability may be given.

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 the following steps and reference it throughout the recruitment process as this information will help you best understand each step of evaluation.


APPLICATION - Submitted in completion online 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. Expected testing dates are January 4 - 8, 2019. Please feel free to visit Ergometrics website to learn more about this skills assessment.

CRITICALL SOFTWARE TEST - Candidates who successfully complete the Video Skills Test will be invited to Criticall testing which includes, but is not limited to, testing related to reading comprehension, spelling, data entry speed (keystrokes per hour), call summarization, memory recall, prioritization, and map reading. Expected testing dates are January 16 - 18, 2019. Criticall's website is a useful tool for preparing for the test.

In order to accommodate travelers, Video Skills & Criticall testing will be hosted together for out-of-state candidates only and will be held on January 5, 2019.

PERSONAL HISTORY QUESTIONNAIRE (PHQ) - Pre-background screenings and PHQs will be completed after testing for those who successfully pass Criticall testing.

ORAL INTERVIEWS - Qualified candidates will be interviewed in February 2019. COMPREHENSIVE POLICE BACKGROUND INVESTIGATION - The background investigation phase may take up to 5 weeks. You will be required to submit information related to your personal and professional history including references. You will work with an investigator to complete a full review of your working and personal history. Many of the required documents such as birth certificate and transcripts will need to be requested from other organizations and agencies. A full list of documents will be provided to candidates who reach this stage in the process. Please prepare in advance but DO NOT SUBMIT ANY MATERIAL PRIOR TO BEING INVITED TO THE BACKGROUND PHASE. Materials received before being requested will not be considered and may be destroyed.

PSYCHOLOGICAL EVALUATION - The psychological evaluation is a two-part process. You will be invited to complete a written psychological evaluation and exam. The expected date of this exam is Friday, March 29, 2019 and will take 4-6 hours to complete. Your written exams will be evaluated by a licensed psychologist who will conduct a 30 minute – 1 hour interview with you. The expected date of the interview is Friday, April 5, 2019.


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-


ORIENTATION & TRAINING - Successful candidates will start their employment in April of 2019 with an intensive 6 week training involving varying schedules. Attendance and schedule flexibility are mandatory for preliminary training.

 Only candidates who have been invited and have registered online will be accepted into testing.

Selection Process: Applicants are screened based upon their relevant knowledge, abilities, skills, experience, and training. The selection process varies according to the position and can include such things as screening of supplemental questionnaires, written or skill tests, ability or fitness tests, interviews, and assessment processes. In addition, background investigations and records checks may be required. Some positions also require applicants to have a psychological evaluation and/or physical examination and a drug test prior to employment.


Current information about the status of a job posting is available by going to and selecting "Job Posting Status".

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, Human Resources * 940 Willamette St, Suite 200 * Eugene * OR * 97401 * (541) 682-5061 *


Do not contact this company in solicitation of any product or service.

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