911 Call Taker

Regional 911 Intake Solutions; Troutdale (VA); On-site; USD 32,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Retirement contributions

Paid leave

Training opportunities

Job summary

Regional 911 Intake Solutions in Troutdale, VA is seeking a dedicated 911 Call Taker to be the first point of contact during emergencies. You will ask focused questions, confirm locations, and document information for dispatch.

This role may involve rotating shifts, nights, weekends, holidays, and overtime depending on staffing and the official vacancy. A high school diploma and strong listening and typing skills are typically required.

Qualifications

• High school diploma or recognized equivalent.
• Strong listening comprehension and accurate typing.
• Clear verbal communication and ability to follow procedures.

Responsibilities

• Answer incoming emergency calls and assign lines.
• Confirm incident location and caller information.
• Use approved questions to determine urgency.
• Enter details into call-processing or dispatch software.
• Forward information promptly to the appropriate dispatch function.
• Provide pre-arrival instructions within training.
• Maintain caller privacy and confidential information.

Skills

Listening skills

Typing speed

Verbal communication

Education

High school diploma or equivalent

Tools

Dispatch software

Job description

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}, Troutdale, VA
• 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.

Prepare for the 911 Call Taker Hiring Process

Our independent preparation program helps candidates practice relevant employment skills and understand common recruitment stages. Participation does not confer operational qualifications or guarantee a hiring outcome.

• Call-taker hiring-process guidance
• Listening comprehension and accurate data-entry practice
• Resume and application support
• Customer communication and interview preparation
• Job-search tools and candidate support

Start preparing for 911 Call Taker opportunities in Troutdale.