Recruitment and Hiring Process for  Call Takers and Dispatchers

The recruitment process can be rigorous, requiring each applicant to take and pass skills–based tests and undergo an extensive background check. Qualified applicants can expect the selection process to last  3-4 months.  The recruitment process includes:

• Submit an application through our website
• Successful completion of Criticall (skills test) and Select Advantage (aptitude test) Testing 
• Interviews (phone, panel and final interviews)
• Complete a sit along 
• Conditional Offer of Hire
• Completion of a background packet (Personal History Questionnaire)
• Pre-Hire Background Interview
• Extensive background and criminal history check with successful outcome
• Psychological Examination
• Physical test (vision, hearing, etc.)
• Drug Test
• Final Offer Letter

Please note:  A “No Show” to any WCCCA initiated test or interview will result in the removal from the current recruiting process. 

Candidates who do not pass Criticall or Select Advantage may retest during the next open recruitment. Once a candidate has completed the interview phase or beyond, and is not invited to continue in recruiting process, they may reapply after a one-year waiting period.

Disqualification from Employment Consideration

As stated above, all candidates are required to successfully pass the testing, integrity standards and pre-hire requirements set by WCCCA. In addition, because our staff members are a key part of the public safety system, their integrity must be beyond reproach. WCCCA conducts thorough, intense, and strict pre-employment background investigations on all candiates to determine suitability for any position. Failure to disclose pertinent information or attempt to conceal requested information will be grounds for disqualification. 

Please note: Candidates using marijuana (THC) while actively seeking employment may be disqualified from further consideration.

In Oregon, 911 centers adhere to stringent hiring standards to ensure that candidates possess the integrity and professionalism essential for public safety roles. These standards are outlined in the Oregon Administrative Rules (OAR) and enforced by the Oregon Department of Public Safety Standards and Training (DPSST).​

Background Investigations:

Prospective telecommunicators and dispatchers must undergo comprehensive background checks to assess their moral fitness and suitability for the role. These investigations encompass:​

• Criminal History: Reviewing any past convictions or arrests.​
• Driving Records: Evaluating Department of Motor Vehicles (DMV) records.​
• Substance Use: Assessing drug and alcohol usage history.​
• Education and Employment Verification: Confirming educational credentials and employment history.​
• Military Service: Validating military records.​
• References: Contacting personal and professional references, including friends, family, and neighbors.​
• Personal Interview: Conducting interviews to clarify any discrepancies found during the investigation.​
• Records Checks: Reviewing police records, court documents, and financial information, as permitted by law.​

Applicants are also required to submit a personal history statement, affirming the accuracy of their provided information under penalty of perjury, and granting permission for their background information to be shared with other public safety agencies if necessary. ​

Moral Fitness Standards:

Beyond background checks, candidates must demonstrate adherence to moral fitness standards, which include:​

• Truthfulness: Providing honest and complete information during the hiring process and in all professional communications.​
• Professional Conduct: Avoiding actions that could discredit the public safety profession, such as dishonesty, fraud, discrimination, harassment, or abuse.​
• Reporting Misconduct: Obligating candidates to report any known violations of ethical standards or laws committed by others in the field. ​

These standards are enforced by the DPSST's Criminal Justice Professional Standards Unit, which oversees the certification and conduct of public safety professionals in Oregon. Violations can lead to denial or revocation of certification, emphasizing the importance of integrity in these roles.

After submission of application if any information is falsified or intentionally left off, applicants will be automatically disqualified.

Pay:

WCCCA Call Takers and Dispatchers wages range from $27.91 to $44.69/hour. WCCCA provides for competitive wages in all our other positions as well.

Health Benefits:

We offer excellent medical, dental and vision plans through Regence Blue Cross, Kaiser medical and dental, Delta Dental, Willamette Dental and VSP vision care.

Employee Assistance Program (EAP):

This program provides strictly confidential counseling (in-person or e-support) and referral services for all benefit eligible employees and their family members enrolled on their insurance plan.

Health Care and Dependent Care Flexible Spending Accounts (FSA):

These voluntary plans are designed to provide you with tax savings on certain health care and dependent care expenses.

Life Insurance:

WCCCA provides a specified amount of Life Insurance and Accidental Death and Dismemberment insurance to you, your spouse and dependent children. You can also choose to add more coverage for yourself, your spouse and your dependents at your cost.

Long-Term and Short-Term Disability:

Coverages provided by New York Life  and through optional AFLAC coverage.

Retirement:

WCCCA is a State of Oregon Public Employee Retirement System (PERS) covered employer. You will be enrolled in the PERS program automatically after fulfilling the required waiting period. Most PERS eligible employees pay a 6% employee contribution, however, WCCCA “picks up” this 6% employee contribution for its PERS eligible employees in addition to paying the employer portion.

Deferred Compensation:

If you are a benefit-eligible employee, you are invited to participate in the 457 Deferred Compensation Plan. This voluntary program allows you to save money and defer taxes until you take a distribution at retirement. If enrolled in this plan, WCCCA will match 1% of your gross wages after a six-month waiting period.

VEBA:

WCCCA contributes monthly into a VEBA Trust Account for benefit eligible employees. The VEBA account can be used for reimbursement of medical expenses or for purchasing insurance during retirement.

Paid Time Off:

WCCCA offers generous paid time off benefits such as vacation time, holiday leave and sick leave.

Bilingual Pay:

WCCCA offers bilingual incentive pay for authorized secondary languages for Call Taker and Dispatcher positions.

What kind of educational background and previous job experience should I have to work at WCCCA as a Call Taker or Dispatcher?

• Ability to type 45 WPM (net)
• High school diploma or GED certification
• 18 years of age at the time of application
• Possess at least 1-year of customer service experience
• Possess at least 1-year of computer data entry and retrieval of information
• No disqualifying criminal history or failure of drug test*

*Applicants with a felony conviction will not be considered for the position.   Applicants who fail a drug screening, which includes screening for marijuana, will not move forward in the process.
 
Am I expected to know about dispatch equipment?

No, WCCCA has a comprehensive training program, during which you will become familiar with phone and dispatch equipment and develop a working knowledge of the systems.

The initial training for a new hire will last anywhere between 4-12 months. At WCCCA we understand that people have a variety of learning styles and not everyone progresses in their training at the same speed. Not only do we want our employees to be successful in their initial training here at WCCCA, we want our career employees to continue their successes. The State of Oregon requires 16 hours a year for continued education training for Call Takers and Dispatchers, however WCCCA employees typically receive 30 hours or more of continued education training yearly.

What hours will I work as a Call Taker or Dispatcher?

Since we operate 24 hours a day, 7 days a week, 365 days a year, it is necessary as a Call Taker and Dispatcher to have a variety of day, swing, and nightshifts. While in training you will experience various shift hours and days off as you will work with several coaches while in training. WCCCA doesn’t have shifts that vary from week to week.  The general schedule is 4/10s.

Once you successfully complete our training program, you will be eligible to select a shift. Shifts are selected via a seniority-based bidding process which is done once a year. During the bidding process, Call Takers and Dispatchers select two 6-month shifts for the year. Shift rotations occur in April and October.

Currently, our first dayshift begins at 04:00 and our last nightshift begins at 22:00. Employees work 10 hour shifts for a 40-hour work week and have 3 consecutive days off.  This is also mandatory overtime which would extend the work day an additional two hours (either before or after your shift).  Mandatory overtime can happen frequently so it is important to consider that before applying.  

We do not require an employee to work on their day off except for a few times a year for training. There is however, opportunity for employees to work voluntary overtime during their work week or on their scheduled day off.  

Due to the nature of our work and being open 24/7/365, we do work all holidays and often employees must make the sacrifice to miss out on family functions, events with friends, birthdays, etc. This is something to consider when applying.

What skills should I have? 

Although we provide all of the necessary on-the-job training, there are some skills that we look for that we believe are necessary to be a successful 9-1-1 Call Taker or Dispatcher. Some of those skills are:

• Ability to type quickly - at least 55 WPM is preferred, although 45 WPM is the minimum. The faster someone can type, the easier this job will be.
• Ability to multi-task, including split ear listening, which is listening to two different things at the same time - such as a radio in one ear and a phone in the other.
• Ability to be professional and maintain a level head, under pressure, at all times.
• Ability to work and thrive in a team environment.
• Ability to communicate clearly and effectively
• Ability to maintain confidentiality and be trustworthy.

When can I apply for a job? 

WCCCA recruits for Call Takers and Dispatcher when we have the need, which can be ongoing or in specific recruitments during the year. If you are interested in applying, please click here to see our current openings.