911 Call Taker - Full-Time & Part-Time

Regional 911 Intake Solutions; Santa Clara (CA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Retirement contributions

Paid leave

Continuing training

Job summary

Regional 911 Intake Solutions in Santa Clara, CA, seeks a skilled 911 Call Taker to respond to emergency and non-emergency lines, verify locations, and enter accurate data into dispatch software.

You will work in a 24-hour operation with rotating shifts, complete required training and certifications, and strive to protect caller privacy while delivering critical instructions. Strong listening, typing speed, and clear communication are essential, as is following structured procedures.

Qualifications

• Requires a high school diploma or recognized equivalent.
• Strong listening comprehension and accurate typing are essential.
• Clear verbal communication and ability to follow structured procedures.

Responsibilities

• Answer incoming emergency and nonemergency calls.
• Confirm incident location and caller’s callback information.
• Use approved questions to identify nature and urgency of the situation.
• Enter accurate details into call-processing or dispatch software.
• Forward incident information promptly to the appropriate dispatch function.
• Assist distressed callers with essential questions and instructions.
• Use language-access and accessibility resources when needed.
• Provide authorized pre-arrival instructions only within training and certification.

Skills

Active listening

Typing

Verbal communication

Procedural compliance

Education

High school diploma

Tools

Call software

Dispatch software

Job description

Position Details

Duty Location: {airport_name}, Santa, ID

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.