911 Call Taker

Regional 911 Intake Solutions; City of Glens Falls (NY); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Retirement contributions

Paid leave

Employee-assistance programs

Continuing training

Job summary

Regional 911 Intake Solutions in Glen Falls, NY is seeking 911 Call Takers to handle emergency and nonemergency calls, verify locations, and document information for dispatch coordination. Training will cover structured procedures and privacy requirements.

A high school diploma and strong customer-service skills are preferred. Successful candidates will work in a fast-paced environment, complete background checks, and participate in call-taking training and performance evaluations, with benefits

Qualifications

• High school diploma or equivalent is commonly required.
• Strong listening comprehension and clear verbal communication are essential.
• Experience in customer service or public-safety environments is helpful.

Responsibilities

• Answer incoming emergency and nonemergency lines.
• Confirm incident location and caller contact information.
• Use approved questions to identify nature and urgency of the situation.
• Enter accurate details into call-processing or dispatch software.
• Forward incident information promptly to dispatch functions.
• Assist distressed callers with essential questions and instructions.
• Adhere to language-access and privacy requirements.

Skills

Active listening

Typing

Verbal communication

Customer service

Following procedures

Education

High school diploma

Tools

Call-processing software

Job description

911 Call Taker Opportunities in Glen Falls

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}, Glen Falls, NY

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}

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

• Health insurance
• Retirement contributions
• Paid leave
• Employee-assistance programs
• Continuing training