911 Call Taker

Huntsville-Madison County 9-1-1 Center; Huntsville (AL); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Employer-paid medical insurance

Supplemental medical insurance

Long-Term disability

Term Life Insurance

Paid holidays

Job summary

Huntsville-Madison County 9-1-1 Center is seeking Public Safety Telecommunicators to be the first voice when dialing 9-1-1. You will manage emergency calls, gather essential information, and coordinate with responders to ensure safe outcomes for residents and visitors in our community.

This role requires calm under pressure, clear communication, and the ability to work 12-hour shifts. Training will cover call handling systems and emergency protocols, with comprehensive benefits and opportunities

Qualifications

• Calm under pressure and resilient.
• Clear communication and active listening.
• Ability to work under high-stress conditions and multi-task.
• Must pass a background check and certifications.

Responsibilities

• Answer and analyze emergency calls, determine location and priority.
• Coordinate transfer of media and information to responders.
• Process police-related calls using protocol and provide life-saving instructions.
• Enter accurate data into the system while multitasking under pressure.

Skills

Calm under pressure

Communication skills

Typing speed

Map interpretation

Computer skills

Education

High School Diploma or GED

Tools

Typing proficiency

Map interpretation

Computer skills

Job description

Department: Huntsville-Madison County 9-1-1 Calltaking

Starting Salary: $20.30 per hour with 100% Employer-paid medical insurance premiums including family coverage!

The Role: Be the Calm in the Storm

• When someone is experiencing their worst day, you are the first voice they hear upon dialing 9-1-1. Our team is seeking 911 Operators who are motivated, responsible, and resilient individuals capable of providing quick-thinking and empathetic support. This isn't just a job; it's a vital lifeline for our community.
• As a Public Safety Telecommunicator, you are the "first" first responder. You will manage emergency calls, prioritize the needs of the situation, and ensure responders have safety information as well as caller's emergency information needed to save lives.

What You'll Do

• Answer & Analyze: Receive emergency calls via phone and text; determine the location and nature of the emergency. Coordinate the transfer of photos, videos, and live streams to the appropriate responding agencies.
• Emergency Coordination: Gather primary data for medical and fire-related incidents before routing callers to the appropriate response agency.
• Process Police Calls: For police-related emergencies, our 9-1-1 Calltakers process police calls completely utilizing a specialized computerized police protocol. This system provides a step-by-step process, ensuring that all vital information is collected and the callers receive essential, life‑saving instructions.
• Document: Efficiently enter accurate data into the system while multi-tasking under pressure.

What you Bring to the Table

• High Stress Tolerance: You stay focused and calm even when the caller on the other end of the line is not.
• Communication Skills: Clear voice, active listening, and the ability to extract information from frantic callers.
• Computer and Typing Proficiency: Demonstrate strong computer skills and map interpretation abilities while maintaining necessary typing speeds during high-pressure multitasking.
• Integrity: You understand the importance of confidentiality and public trust.
• Flexibility: You are willing to work 12-hour shifts, overtime, and holidays.
• Required Education:High School Diploma or GED equivalent.
• Required Qualifications:Must be at least 18 years of age.
• Ability to type at least 25 words per minute with 80% accuracy.
• Ability to work 6:00a.m.- 6:00p.m. or 6:00p.m.- 6:00a.m.
• Must pass a computerized applicant test.
• Must pass a thorough post-job offer background check.
• Must pass a post-job offer polygraph exam.
• Must pass a post-job offer physical examination.
• Basic computer proficiency.
• Must obtain and maintain Emergency Telecommunicator Certification.
• Must obtain and maintain Emergency Police Dispatch Certification.
• Preferred: Prior experience in customer service.

Why Join Us?

• Competitive Benefits:100% Employer-paid medical insurance premiums (BCBS of Alabama) including family coverage, 100% Employer-paid supplemental medical insurance, Employer-Paid Long-Term disability, Employer-Paid Term Life Insurance.
• Optional Benefits:Dental, Vision, Short-Term Disability, pre-tax flexible spending accounts (Medical and/or Childcare), and a full cafeteria plan of other optional benefits.
• Retirement:Full pension plan under the Retirement Systems of Alabama (Tier 1).
• Pay Increases:Annual cost of living increases, annual longevity pay, 12 paid holidays per year.
• Paid Training:No prior experience in emergency communications is required. You will be trained on the call handling systems, emergency protocols, and be assigned a mentor for on-the-job training.
• Shift Structure:Staff operate on 12-hour shifts covering both day and night rotations. Day shift operate from 6:00a.m. to 6:00p.m., while night shifts operate from 6:00p.m. to 6:00a.m. Calltakers are likely to work most holidays and weekends.
• Built-In Overtime:Your two-week pay period alternates between 36 hours one week and 48 hours the next. Any amount of hours worked over 40 hours in one week results in overtime pay. This structure provides the opportunity for built-in overtime pay based on the bi-weekly shifts, significantly boosting your annual earnings. You will have a approximately 14 days off per month, depending on your schedule for that month.
• Other Benefits:Employee Assistance Program, 12 paid holidays each year, accrued paid sick and vacation time, paid breaks, tuition reimbursement and other benefits available to first responders.

Huntsville-Madison County 9-1-1 is an Equal Opportunity Employer.