911 Call Taker

Regional 911 Intake Solutions; Bay City (MI); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Paid leave

Retirement contributions

Job summary

Regional 911 Intake Solutions is seeking qualified 911 Call Takers in Bay City, MI. This role involves answering emergency lines, confirming locations, and documenting details for dispatch coordination.

Candidates should have strong listening skills, accurate typing, and clear verbal communication. Training covers call-taking procedures, pre-arrival guidance, and accessibility resources to support diverse callers.

Qualifications

• High school diploma or equivalent is required.
• Customer service or call center experience is helpful.
• Dispatch experience may be preferred depending on vacancy.

Responsibilities

• Answer incoming emergency calls and assigned nonemergency lines.
• Confirm incident location and caller's callback information.
• Use approved questions to identify urgency.
• Enter accurate details into dispatch software.
• Forward incident information to the appropriate dispatch function.
• Assist distressed callers with essential questions and instructions.
• Use language-access and accessibility resources when needed.
• Provide pre-arrival instructions only after training.

Skills

Active listening

Typing

Verbal communication

Procedural compliance

Education

High school diploma or equivalent

Tools

Call processing software

Job description

911 Call Taker Opportunities in Bay City

911 Call Takers are often the first people to speak with someone reporting an emergency. They ask focused questions, confirm where help is needed, and document information for the personnel responsible for coordinating the response.

In some communications centers, call taking is a separate assignment from radio dispatch. In others, employees train for both functions. The official vacancy explains the duties included in this position.

Position Details

• Duty Location: {airport_name}, Bay City, MI
• Employer: The hiring emergency communications agency identified in the official vacancy
• Pay: {salary_min}-{salary_max} per year
• Schedule: {work_schedule}
• Appointment Type: {appointment_type}
• Who May Apply: {who_may_apply}
• Application Deadline: {closing_date}

911 call-taking services commonly operate 24 hours a day. Depending on staffing needs, employees may work rotating shifts, nights, weekends, holidays, and overtime.

What You May Do

• Answer incoming emergency calls and assigned nonemergency lines
• Confirm the incident location and caller's callback information
• Use approved questions to identify the nature and urgency of the situation
• Enter accurate details into call-processing or dispatch software
• Forward incident information promptly to the appropriate dispatch function
• Help distressed callers focus on essential questions and instructions
• Use approved language-access and accessibility resources when needed
• Provide authorized pre-arrival instructions only within training and certification

Experience and Education Requirements

Employers commonly require a high school diploma or recognized equivalent. Previous customer service, telephone support, or public safety experience may be helpful, although some vacancies accept applicants without dispatch experience.

Successful candidates need strong listening comprehension, accurate typing, clear verbal communication, and the ability to follow structured procedures. Required assessments and minimum scores are determined by the hiring agency.

General Conditions of Employment

• Meet agency-specific employment eligibility and age requirements
• Complete required background checks and hiring assessments
• Complete additional screening identified in the announcement
• Successfully complete call-taking training and performance evaluations
• Obtain applicable certifications within the required timeframe
• Protect caller privacy and confidential incident information

Work Environment and Physical Requirements

Call Takers spend substantial time using telephone headsets, keyboards, and computer displays. The work may involve repeated exposure to callers experiencing fear, injury, or loss. Review the official vacancy for essential functions, scheduling expectations, and available accommodations.

Benefits

Benefits for eligible employees may include health insurance, retirement contributions, paid leave, employee-assistance programs, and continuing training. Availability depends on the employer, appointment type, and work schedule.