911 Call Taker

Regional 911 Intake Solutions; Daleville (IN); On-site; USD 42,000 - 65,000; Full time

Job summary

Regional 911 Intake Solutions seeks qualified call-takers to handle emergency and nonemergency lines with precision. You will confirm locations, collect callback information, and relay incidents to dispatch teams.

The role emphasizes listening, typing accuracy, and clear communication within established procedures. Applicants should have a high school diploma or equivalent, with customer service experience beneficial.

Qualifications

• High school diploma or recognized equivalent required.
• Experience in customer service is helpful.
• Some vacancies may accept applicants without dispatch experience.

Responsibilities

• Answer incoming emergency calls and nonemergency lines promptly.
• Confirm incident location and caller details accurately.
• Identify urgency using approved questions and procedures.
• Enter details into call-processing or dispatch software.
• Forward incident information to the appropriate dispatch function.
• Provide calm guidance to distressed callers when appropriate.
• Use language-access resources as needed and within training.
• Deliver pre-arrival instructions only after training certification.

Skills

Listening comprehension

Typing

Verbal communication

Follow procedures

Education

High school diploma or equivalent

Tools

Call/Dispatch software

Job description

Position Details

• Duty Location: {airport_name}, Daleville, IN
• 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.