911 Call Taker

Regional 911 Intake Solutions; Willoughby (OH); Presencial; USD 42.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Retirement contributions

Paid leave

Employee-assistance program

Continuing training

Descripción de la vacante

Regional 911 Intake Solutions is seeking a dedicated call taker to handle emergency and non-emergency lines. You will verify locations, collect callback details, and follow structured questions to assess urgency. Duties include documenting information in dispatch systems and forwarding it to the appropriate teams.

The role requires strong listening and communication skills, attention to detail, and the ability to work in a 24/7 environment with rotating shifts and overtime as needed.

Formación

• High school diploma or equivalent.
• Strong listening comprehension and clear verbal communication.
• Ability to follow structured procedures and guidelines.
• Prior customer service or call-centre experience is a plus.

Responsabilidades

• Answer incoming emergency calls and assigned lines.
• Confirm incident location and caller’s callback information.
• Use approved questions to identify urgency and type of incident.
• Enter details into call-processing or dispatch software.
• Forward incident information promptly to the dispatch function.
• Provide pre-arrival instructions within training boundaries.

Conocimientos

Listening skills

Typing speed

Verbal communication

Procedural compliance

Educación

High school diploma

Descripción del empleo

Position Details

• Duty Location: {airport_name}, Chagrin Falls, OH
• 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.