Emergency Call Taker - Denver 9-1-1 Emergency Communications

City and County of Denver; Denver (CO); On-site; USD 37,000 - 55,000; Full time

Job summary

City and County of Denver is seeking 9-1-1 Emergency Call Takers. The position operates 24/7 on-site, handling emergency and non-emergency calls with professionalism and calm under pressure.

The role requires strong communication, reliability and the ability to multitask while following strict protocols. Training includes classroom and on-the-job components to prepare for live dispatch duties.

Qualifications

• Graduation from high school or GED, HiSET or TASC.
• Two years of public contact experience handling problems and applying policies.
• One year of computer user experience in Windows or similar OS.
• CPR certification before end of academy training; recertification as required.

Responsibilities

• Respond to emergency and non-emergency calls for Police, Fire and EMS with professionalism and empathy.
• Collect and document critical information into the CAD system accurately.
• Determine call nature and priority and initiate appropriate protocols and dispatch.
• Provide lifesaving instructions and EMS guidance when needed.
• Manage high-volume calls in a fast-paced, high-stress environment while staying accurate.
• Operate CAD, telephone and mapping software to ensure efficient call handling.
• Exercise sound judgment under pressure to support timely responses.
• Maintain confidentiality and follow department policies.

Skills

Excellent communication

Reliability

Multitasking

Critical thinking

Resiliency

Teamwork

Geographical knowledge

Technical proficiency

Bilingual

Education

High school diploma or GED

Tools

CPR Certification

EMD Certification

Job description

About Our Job

This application is for the February 23, 2027 Emergency Call Taker Academy.

The rate of pay for this position is $29.00 an hour.

Trainees will receive 11 weeks of paid classroom instruction followed by 13 weeks of paid, on-the-job training to prepare for live call-taking duties.

Denver’s 9-1-1 Emergency Communications Agency is staffed by highly trained public safety professionals who answer emergency and non-emergency calls and coordinate the dispatch of police, fire, and emergency medical services.

Working alongside the Denver Police Department, Denver Fire Department, and Denver Paramedics, our team serves as the critical first point of contact during emergencies, helping protect everyone who lives, works, and visits the City and County of Denver.

We are seeking dependable, resilient, and service-driven individuals to join our team as 9-1-1 Emergency Call Takers. This rewarding career is ideal for those who remain calm under pressure, communicate effectively, and are committed to serving others. Every call is an opportunity to make a meaningful difference through compassion, professionalism, and teamwork.

Denver 9-1-1 operates 24/7 and relies on dedicated employees to work rotating 8–10-hour shifts, including days, nights, weekends, and holidays, to ensure continuous emergency service. Employees are expected to report during inclement weather and emergency situations. This is an on-site position; remote work is not available.

Primary Communication Center: 12025 E 45th Ave, Denver, CO 80239

Back-up Communication Center: 950 Josephine St, Denver, CO 80206

Job Responsibilities will include:

• Serving as essential personnel by responding to emergency and non-emergency calls for Police, Fire, and EMS with professionalism, composure, and empathy
• Quickly and accurately collect, assess, and document critical information into the Computer-Aided Dispatch (CAD) system
• Determine the nature and priority of each call, initiating appropriate protocols and dispatch responses, including Emergency Medical Dispatch (EMD) when required
• Provide lifesaving instructions and emergency triage guidance over the phone as needed
• Manage a high volume of back-to-back calls in a fast-paced, high-stress environment while maintaining accuracy and focus
• Operate and navigate multiple systems, including CAD, telephone, and mapping software, to ensure efficient call handling
• Exercise sound judgment and independent decision-making under pressure to support timely emergency response
• Maintain strict confidentiality and adhere to departmental policies, procedures, and performance standards

Our ideal candidate will have:

• Excellent Communication: Ability to speak clearly, listen actively, and relay information accurately
• Reliability: A proven record of consistent attendance and timeliness that enhanced team performance and ensured reliable, high-quality service delivery
• Multitasking and Attention to Detail: Demonstrates the ability to handle multiple priorities simultaneously while maintaining accuracy, organization, and timely performance
• Critical Thinking & Problem-Solving: Able to quickly evaluate situations, identify solutions, and make well-informed decisions
• Resiliency: Performs effectively in fast-paced, high-pressure environments, showing sound judgment, professionalism, and empathy
• Teamwork : Communicates and works cooperatively with coworkers and supervisors to maintain a positive, professional environment
• Geographical Knowledge: Familiarity with the City and County of Denver’s streets, landmarks, and locations
• Technical Proficiency: Skilled in learning and using various computer systems and software, including new technologies
• Preferred Background: One (1) year experience working in an emergency service dispatching position
• Additional Skills : Bilingual. Previous experience with dispatching software, multi-line phone systems, and radio operations

Below are the minimum requirements used to determine eligibility for this position:

• Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Experience Requirement: Two (2) years of public contact experience dealing with individual problems and applying policies, procedures, and or legal guidelines and one year of computer user experience in a Microsoft Windows computer operating system environment or comparable operating system.
• Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements.
• License/Certifications: Requires a CPR Certification before the end of academy training and successfully recertification as required by the National Academy of Emergency Medical Dispatch during the employment.
• Requires an EMD Certification issued by NAED before the end of academy training and successfully recertification as required by the National Academy of Emergency Medical Dispatch.
• Must pass an initial pre-security clearance screening and maintain CBI (Colorado Bureau of Investigation) certification as a condition of employment. Must take and pass some online test every two years to maintain certification.
• Licenses and certifications must be kept current as a condition of employment.

About Everything Else

Job Profile

CN2518 911 Emergency Communication Tech

To view the full job profile including position specifications, physical demands, and probationary period, click here.

Position Type

Unlimited

Position Salary Range

$26.84 - $40.27

Target Pay

$29.00 per hour

Agency

Emergency Communications

Redeployment during Citywide Emergencies

City and County of Denver employees may be re-deployed to work in other capacities in their own agencies or in other city agencies to support core functions of the city during a citywide emergency declared by the Mayor.

It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact [e-mail] with three business days’ notice.

Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.

For information about right to work, click here for English or click here for Spanish.