911 Call Taker

Public Safety Dispatch Network; Jefferson Township (Berks County); On-site; USD 38,000 - 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 Jefferson, PA is seeking 911 Call Takers to answer emergency and nonemergency lines, verify caller information, and document details in dispatch software. The role emphasizes structured procedures and clear communication in high-pressure situations.

Successful candidates typically hold a high school diploma or equivalent, with customer service or dispatch exposure considered beneficial.

Qualifications

• High school diploma or recognized equivalent.
• Prior customer service, telephone support, or public safety experience is helpful.

Responsibilities

• Answer incoming emergency calls and assigned nonemergency lines.
• Confirm 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.
• Assist distressed callers with essential questions and instructions.
• Utilize language-access and accessibility resources when needed.
• Provide authorized pre-arrival instructions within training and certification.

Skills

Listening skills

Accurate typing

Verbal communication

Following procedures

Education

High school or equivalent

Job description

911 Call Taker Opportunities in Jefferson

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}, Jefferson, PA
• 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

Availability depends on the employer, appointment type, and work schedule.