Central Station Alarm Dispatcher-2nd Shift

Emergency 24 Inc; Silver Spring (MD); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Incentive bonuses

Retirement plan

Job summary

Emergency24 provides 24/7 alarm monitoring and emergency response services. The Alarm Monitoring Operator role in Silver Spring requires handling high‑volume calls, dispatching emergency services, and accurately documenting activity in real time.

This full-time, second shift position includes paid training, a structured schedule, and growth opportunities in a critical life-safety industry within a reputable monitoring center.

Qualifications

• High school diploma or GED required.
• Paid training provided.
• Must be at least 18 years old.
• Background checks, integrity testing, and confidentiality requirements.

Responsibilities

• Respond to alarm activations and verify events.
• Dispatch police, fire, or medical services as needed.
• Communicate clearly with customers and responders.
• Document calls and alarm activity in real time.
• Follow procedures and maintain accuracy under pressure.

Skills

Customer service

Phone etiquette

Active listening

Multitasking

Calm under pressure

Attention to detail

Teamwork

Adaptability

Technical savvy

Education

High school diploma or GED

Tools

CRM software

Multiple applications

Job description

Alarm Monitoring Operator / Central Station Alarm DispatcherFull-Time | 24/7 Monitoring Center | On-Site – Downtown Silver Spring, MD2nd Shift OpportunityAbout Emergency24Emergency24 is a nationally recognized provider of professional alarm monitoring and emergency response services. With decades of experience supporting customers across the country, we are known for our reliability, long-standing customer relationships, and commitment to high-quality service.We offer a stable work environment, supportive team culture, paid training, competitive benefits, and opportunities for long-term career growth in a critical, life-safety industry.The OpportunityAlarm Monitoring Operators, also known as Central Station Alarm Dispatchers, serve as the first point of contact during emergency and non-emergency alarm events.In this role, you will respond to alarm activations, communicate with customers, alarm technicians, business owners, and emergency responders, and ensure the accurate and timely dispatch of police, fire, medical, and other emergency services.This is a fast-paced, detail-oriented position where accuracy, professionalism, sound judgment, and calm communication are essential.What You’ll DoRespond to alarm activations and follow established procedures to verify and process eventsHandle a high volume of inbound and outbound callsDispatch police, fire, medical, and other emergency services as requiredCommunicate clearly and professionally with customers, emergency responders, alarm technicians, and other callersAnswer questions regarding alarm activity, account information, and event historyWork toward providing timely and effective resolution for customer inquiriesMonitor alarm and related systems using Company software and technologyAccurately document calls, alarm activity, actions taken, and account information in real timeFollow established procedures, quality standards, and performance expectationsAdhere to your assigned work schedule and maintain regular and reliable attendanceWhat We’re Looking ForSkills & QualitiesStrong customer service skills and a professional phone presenceClear speaking voice with good grammar and communication skillsStrong listening skills and the ability to communicate effectively using appropriate tone, pace, and professionalismCourteous, patient, and helpful demeanorAbility to remain calm, focused, and professional under pressureStrong attention to detail and accuracyAbility to professionally handle difficult or distressed callersReliable, punctual, and comfortable working within structured proceduresAbility to learn new systems, follow instructions, and apply established processesCoachable and growth-oriented, with the ability to receive feedback and apply it quicklyBasic computer skills and comfort working with multiple applications and screensAbility to multitask effectively in a fast-paced, 24/7 monitoring environmentPrevious call center, customer service, dispatch, security, or alarm monitoring experience is highly preferred, but prior alarm monitoring or dispatch experience is not required. Paid training is provided.Training & Job RequirementsApproximately 8 weeks of paid, in-depth trainingTraining schedule is Monday through Friday, 11:30 AM–8:00 PMUpon successful completion of training, you will transition to the specific shift and schedule for which you were hiredTraining is full-time, 40 hours per weekTraining pay is $18.00 per hourHigh school diploma or GED requiredMust be at least 18 years of ageMust successfully complete required background checks, integrity testing, and confidentiality requirementsMust be able to work the assigned schedule, including nights, weekends, and holidaysAvailable Shifts (Full Time - 40 hrs/week)Wednesday, Thursday, Friday, Saturday & Sunday — 3:30 PM – 12:00 AMCandidates should apply only if they are able to consistently work the schedule associated with the position for which they are being considered.CompensationStarting pay: $18.00 per hourMonthly and quarterly incentive bonus opportunitiesOvertime opportunities may be available based on staffing and operational needsEssential Nature of the PositionThis position performs safety-sensitive work within a 24-hour emergency monitoring center. Employees are responsible for receiving, evaluating, and processing emergency alarm signals and coordinating responses involving fire departments, law enforcement, emergency medical services, commercial facilities, residential customers, and other public safety agencies.The position requires continuous attention, sound judgment, rapid decision-making, accuracy, and reliable performance of essential duties. Errors or delays in processing alarm activity may adversely impact emergency response, customer safety, coworkers, or the public.Physical, Cognitive & Work RequirementsAbility to sit or stand for extended periods while continuously working at a computer workstationAbility to speak clearly, listen attentively, and communicate effectively for prolonged periodsAbility to accurately read, interpret, and process information displayed on multiple computer screens, including addresses, alarm signals, account information, and other critical informationAbility to simultaneously operate multiple computer applications, monitors, keyboard, mouse, telephone, headset, and other communication equipment while maintaining speed and accuracyAbility to accurately input and document information in real time while actively communicating with callersAbility to maintain sustained concentration, alertness, situational awareness, sound judgment, and attention to detail throughout the shiftAbility to multitask, prioritize, and respond quickly, calmly, and accurately during urgent or life-safety situationsAbility to work effectively during periods of high call volume, repetitive activity, and rapidly changing emergency situationsAbility to maintain regular and reliable attendance, report to work on time, and remain available to perform assigned duties throughout the scheduled shift, as continuous staffing is essential to our emergency monitoring operationsReasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of the position.BenefitsEligible full-time employees may have access to:Medical, dental, and vision insuranceeligibility after 90 days of employmentPaid time offMonthly and quarterly incentive bonus programsRetirement plan optionsPaid trainingCareer growth and advancement opportunitiesBuild a Career That Makes a DifferenceEmergency24 operates around the clock because emergencies don't follow a traditional schedule. Our Alarm Monitoring Operators play an important role in helping protect people, homes, and businesses every day.If you are dependable, detail-oriented, comfortable working in a fast-paced environment, and interested in building a career in the alarm monitoring and life-safety industry, we encourage you to apply.Emergency24 is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to any characteristic protected by applicable federal, state, or local law.