9-1-1 Emergency Communications Dispatcher I

Google; Phoenix (AZ); On-site; USD 75,588 - 89,600; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Job summary

City of Seattle seeks entry‑level 911 Emergency Communications Dispatcher in a busy 24/7 call center. Responsibilities include answering emergency and non‑emergency calls, screening, dispatch coordination, and documentation using CAD systems. Work includes overtime, nights, weekends, and holidays.

Applicants must have background checks, pass keyboarding and multimedia tests, and be able to work various shifts. Three-tier career progression with promotional opportunities available.

Qualifications

• General office and telephone communication functions and activities.
• Ability to input information into computer systems accurately.
• Minimum of six (6) months’ experience in high‑volume, fast‑paced, high‑stress customer service.

Responsibilities

• Receive incoming calls and text messages from the public concerning emergency or non‑emergency needs.
• Screen calls to determine need for assistance, routing, and response.
• Transfer calls to appropriate queues or agencies.
• Generate calls using CAD system.
• Interview callers and issue case numbers.
• Assist callers including those with hearing impairments and limited English.
• Monitor applications for call taking and dispatching.
• Follow up with disconnected or unresponsive callers.
• Provide information about services, jurisdiction, and referrals.
• Demonstrate conflict resolution and negotiation techniques in a high‑pressure environment.

Skills

Multitasking

Crisis management

Counseling knowledge

Strong communication

De-escalation

Education

High school diploma or equivalent

Tools

CAD system

Job description

Position Description

Community Assisted Response & Engagement (CARE) is seeking applicants to answer non‑emergency and emergency 911 telephone lines. A competitive applicant would possess strong multitasking skills, knowledge of counseling, crisis management, the legal system, and social service agencies and the services they provide. These skills combined with extensive on‑the‑job training would be used to perform daily job duties and resolve most work problems. Contacts are primarily with the public via telephone for the purpose of responding to emergency and non‑emergency requests for assistance and information.

Job Responsibilities

• Receive incoming calls and text messages from the public concerning emergency police, fire, or medical service needs or non‑emergency assistance requests.
• Screen calls to determine the need for assistance, proper routing, and response to calls.
• Transfer calls to the non‑emergency queue, radio dispatchers, and other appropriate agencies or personnel.
• Generate emergency and non‑emergency calls for service using a Computer Aided Dispatch system.
• Interview callers, complete case/criminal reports, and issue case numbers.
• Respond to requests, including from people who may be hearing impaired, Deaf, deaf‑blind, speech impaired, and/or who may communicate via limited English.
• Monitor several applications specific to call taking and dispatching.
• Re‑contact callers who were disconnected or who were unresponsive during initial communications.
• Provide general information to callers including availability of services, jurisdictional limitations, program information, and referral to appropriate departments or agencies.
• Demonstrate techniques in conflict resolution, mediation, and negotiation, working in a high‑pressure, structured environment.

Qualifications

• Verifiable education, training, and experience in general office and telephone communication functions and activities.
• Demonstrated ability to access and accurately input information into appropriate computer system programs.
• Minimum of six (6) months’ experience providing customer service in a high‑volume, fast‑paced, high‑stress environment (or an equivalent combination of education, training and/or experience).

Additional Information

Work Environment and Physical Demands: Work overtime, nights, evenings, weekends, and/or holidays. Work is performed in a busy 24/7 call center environment, confined to the immediate work area, and requires continuous staffing. Work involves sensitive contact with members of the public via telephone who are in crisis.

License, Certification, and Other Requirements

Completion of training requirements to handle emergency and non‑emergency functions as it relates to processing calls, administrative duties, referrals, and other duties assigned.

Position Requirements

Must be available to work mandatory overtime assignments as required. Must be available to work a variety of shifts. Applicants must take a keyboarding test, a work‑related multimedia performance test, and complete a background check.

Salary

Entry‑level dispatchers start at $75,877.92 per year plus an excellent benefits package that includes medical, dental, and vision. The full salary range (step 1‑5) for this position is $36.34, $37.79, $39.25, $40.70, $42.16 per hour. Upon successful completion of an extensive and intensive training program, employees in this classification may compete for promotional opportunities to 9‑1‑1 Emergency Comm Dispatcher II (up to $101,288.88), 9‑1‑1 Emergency Comm Dispatcher III (up to $113,837.76), and 9‑1‑1 Emergency Comm Dispatcher Supervisor (up to $132,441.84).

Benefits

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life, and long‑term disability insurance for employees and their dependents. More information about employee benefits is available on the City’s website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans.

Hiring Process

This hiring process involves a criminal background check of conviction and arrest records in compliance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided with an opportunity to explain or correct background information.

Who May Apply

Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. The City encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experiences.