Emergency 911 Call Taker: Calm Under Pressure & Help Now

Public Safety Dispatch Network; Groton (MA); On-site; USD 42,000 - 62,000; Full time

Job summary

Public Safety Dispatch Network is seeking qualified applicants for 911 Call Taker roles in West Groton, MA. Call Takers respond to emergency and nonemergency lines, verify locations, and document details for responders.

Training and certification are required for authorized pre-arrival instructions. Responsibilities include using dispatch software, following structured procedures, and maintaining caller privacy while supporting distressed callers with calm, clear guidance.

Qualifications

• High school diploma or equivalent.
• Strong listening comprehension and typing accuracy.
• Ability to communicate clearly and follow procedures.

Responsibilities

• Answer incoming emergency calls and assigned nonemergency lines.
• Confirm incident location and caller's callback information.
• Use approved questions to identify the nature and urgency.
• 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.

Skills

Customer service

Active listening

Accurate typing

Clear verbal communication

Education

High school diploma or recognized equivalent

Tools

Dispatch software

Job description

Public Safety Dispatch Network is seeking qualified applicants for 911 Call Taker roles in West Groton, MA. Call Takers respond to emergency and nonemergency lines, verify locations, and document details for responders.

Training and certification are required for authorized pre-arrival instructions. Responsibilities include using dispatch software, following structured procedures, and maintaining caller privacy while supporting distressed callers with calm, clear guidance.