911 Call Taker

Public Safety Dispatch Network; Oakville (IA); On-site; USD 36,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Retirement contributions

Paid leave

Continuing training

Job summary

Public Safety Dispatch Network in Oakville, IA seeks a call-taker to respond to emergency and nonemergency lines, verify location and caller information, and document details in dispatch software. The role requires adhering to established questions to determine urgency and ensuring prompt communication with dispatch teams.

Successful candidates typically hold a high school diploma, demonstrate strong listening and typing skills, and can follow structured procedures; background checks and

Qualifications

• High school diploma or recognized equivalent.
• Strong listening, accurate typing and clear verbal communication.
• Ability to follow structured procedures and complete required assessments.

Responsibilities

• Answer incoming emergency calls and assigned nonemergency lines.
• Confirm incident location and caller’s callback information.
• Identify the nature and urgency of the situation using approved questions.
• 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 resources when needed and provide pre-arrival instructions within certification.

Skills

Customer service

Education

High School Diploma

Job description

Position Details

• Duty Location: {airport_name}, Oakville, IA
• 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.