911 Call Taker

Regional 911 Intake Solutions; Wilmington (IL); Sur place; USD 42 000 - 64 000; Plein temps

Résumé du poste

Regional 911 Intake Solutions seeks qualified 911 Call Takers in Wilmington, IL to handle emergency and nonemergency lines. You will verify caller details, use approved questions to assess urgency, and document information in dispatch software, contributing to rapid response.

Eligibility generally includes a high school diploma; prior customer service or public safety experience is helpful. Training and certifications are required, with potential rotating shifts and on-site work.

Qualifications

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

Responsabilités

• Answer incoming emergency and nonemergency calls.
• Confirm incident location and caller information.
• Use approved questions to identify urgency of the situation.
• Enter accurate details into call-processing software.
• Forward incident information to dispatch promptly.
• Provide pre-arrival instructions only after training.

Connaissances

Listening comprehension

Typing

Verbal communication

Structured procedures

Formation

High school diploma or equivalent

Outils

Call-processing software

Description du poste

911 Call Taker Opportunities in Wilmington

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}, Wilmington, IL
• 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.