911 Call Taker

Public Safety Dispatch Network; Hagerstown (IN); On-site; USD 37,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Retirement contributions

Paid leave

Employee-assistance programs

Continuing training

Job summary

Public Safety Dispatch Network in Indiana is seeking a dedicated call-taker to answer incoming emergency lines, verify incident locations, log caller data, and relay information to the appropriate dispatch function.

The role requires excellent listening, clear verbal communication, accurate typing, and following structured procedures; training, certifications, background checks, and ongoing assessments are part of the process. Work hours may include rotating shifts and overtime.

Qualifications

• High school diploma or equivalent required; dispatch experience optional.
• Strong listening comprehension and ability to follow structured procedures.
• Experience in customer service or call handling is helpful.

Responsibilities

• Answer incoming emergency calls and assigned nonemergency lines.
• Confirm incident location and caller callback 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 the appropriate dispatch function.
• Help distressed callers focus on essential questions and instructions.
• Use language-access and accessibility resources when needed.
• Provide authorized pre-arrival instructions only within training.

Skills

Active listening

Typing

Verbal communication

Customer service

Procedural follow-through

Education

High school diploma or equivalent

Tools

Dispatch software

Job description

Position Details

Duty Location:
{airport_name}, Jefferson, PA
Employer:
The hiring emergency communications agency identified in the official vacancy
Pay:
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Schedule:
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Appointment Type:
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Who May Apply:
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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 callers' 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.