911 Call Taker

National Public Safety Careers; Redwood City (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Retirement contributions

Paid leave

Employee assistance programs

Continued training

Job summary

National Public Safety Careers is seeking motivated individuals for 911 Call Taker opportunities in Redwood City, CA.

As a Call Taker, you will ask focused questions, confirm locations, document details, and route information to dispatch. Candidates typically need a high school diploma, strong listening, typing skills, and clear communication.

This role may involve rotating shifts and weekend work to support 24/7 emergency response, with benefits and ongoing training provided.

Qualifications

• High school diploma or recognized equivalent.
• Experience in customer service or telephone support is helpful, though some vacancies accept applicants without dispatch experience.
• Strong listening, accurate typing, clear verbal communication, and ability to follow structured procedures.

Responsibilities

• Answer incoming emergency calls and nonemergency lines.
• Confirm incident location and caller’s contact information.
• Enter details into call-processing software.
• Forward incident information to the appropriate dispatch function.
• Provide pre-arrival instructions only within training.
• Protect caller privacy and confidential information.

Skills

Customer service experience

Telephone support

Public safety awareness

Education

High school diploma or equivalent

Job description

911 Call Taker Opportunities in Redwood City

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}, Redwood City, CA
• 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.