Emergency Communications Call Taker

City-of-Raleigh-N; Raleigh (NC); On-site; USD 36,000 - 56,000; Full time

Job summary

City of Raleigh is seeking an Emergency Communication Call Taker to handle 911 and non-emergency calls, gather essential information, and relay critical instructions. The role includes potential lead duties, night/weekend shifts, and disaster response availability.

Applicants should have a high school diploma (or GED) and CPR certification; related emergency communications experience is preferred. Training begins with academy scheduled 01/14/2027, including assessments and interviews.

Qualifications

• High School diploma or GED; Less than 1 year experience in emergency communications, or related field.
• Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted.

Responsibilities

• Receives and responds to 911 and non-emergency public safety calls; obtains and records information provided by callers; prioritizes actions; provides pre-arrival instructions according to predetermined protocols
• Receives general inquiries and provides routine, non-technical information; refers non-routine calls and requests to appropriate staff member or department
• Enters, deletes, verifies and queries criminal justice information system data on behalf of law enforcement agencies; communicates pertinent system information to officers and agencies over phone as well as over the radio
• Performs call back on disconnected calls; determines nature and location of issue and required services; and enters information in system as needed
• Performs other duties of a similar nature and level as assigned

Skills

Information gathering

Caller communication

Prioritization

Lead work coordination

Typing/record-keeping

Education

High School diploma or GED

CPR certification

Job description

Emergency Communication Call Taker

position is devoted to emergency 911 telecommunications and non-emergency call taking. Incumbents perform semi-skilled and technical work in answering calls requesting emergency service; providing routine, non-technical information and referring all other inquiries; extracting call information, and when instructed providing pre-arrival instructions based on protocols. As assigned, incumbents may serve as lead workers, assigning work and monitoring work completion. Must be able to work nights, weekends, holidays, and report to work during emergency and disaster events including inclement weather.

The training academy is scheduled to start on 01/14/2027. The process may include the following:

• Job Application Review
• Skills Testing Session
• Virtual Interviews on Microsoft Teams
• Criminal History Investigation
• Psychological Evaluation
• Employment Reference Check
• Controlled substance testing, physical, and health assessment.

Virtual information sessions will be held on the dates listed below through Microsoft Teams

Monday, October 5th at 7:00 PM – 8:00 PM

Microsoft Teams meeting

Join: https://teams.microsoft.com/meet/29836074245115?p=mH8kHJarj9f2j5UMyB

Meeting ID: 298 360 742 451 15

Passcode: bs6Pk7jg

Need help? System reference

Dial in by phone

[phone],,447160094# United States, Raleigh

Find a local number

Phone conference ID: 447 160 094#

For organizers: Meeting options Reset dial-in PIN

Wednesday, October 7th at 11:00 AM – 12:00 PM

Microsoft Teams meeting

Join: https://teams.microsoft.com/meet/284512694268818?p=ruglINiB2ZrQU0mK1V

Meeting ID: 284 512 694 268 818

Passcode: Gw9RC7gX

Need help? System reference

Dial in by phone

[phone],,692617108# United States, Raleigh

Find a local number

Phone conference ID: 692 617 108#

For organizers: Meeting options Reset dial-in PIN

Saturday, October 11th at 11:00 AM – 12:00 PM

Microsoft Teams meeting

Join: https://teams.microsoft.com/meet/232975633137683?p=8RN6UMBgmCTgxZa24p

Meeting ID: 232 975 633 137 683

Passcode: Na3ao2mP

Need help? System reference

Dial in by phone

[phone],,171445274# United States, Raleigh

Find a local number

Phone conference ID: 171 445 274#

For organizers: Meeting options Reset dial-in PIN

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Receives and responds to emergency 911 and non-emergency public safety calls; obtains and records information provided by callers; prioritizes actions; provides pre-arrival instructions according to predetermined protocols
• Receives general inquiries and provides routine, non-technical information; refers non-routine calls and requests to appropriate staff member or department
• Enters, deletes, verifies and queries criminal justice information system data on behalf of law enforcement agencies; communicates pertinent system information to officers and agencies over phone as well as over the radio
• Performs call back on disconnected calls; determines nature and location of issue and required services; and enters information in system as needed
• Performs other duties of a similar nature and level as assigned

Education and Experience

High School diploma or G.E.D. equivalency; Less than 1 year experience in emergency communications, or a related field

OR

Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted.

Licensing and Certifications

• CPR certification

Preferred Qualifications

• Ability to obtain and maintain certifications in the following. The City of Raleigh assists with obtaining these certifications:
  • North Carolina Office of EMS Credentialing
  • Division of Criminal Information (DCI) and National Crime Information Center (NCIC) certification
  • Emergency Medical Dispatch (EMD)
  • Emergency Fire Dispatch (EFD)

Knowledge of

• Standard practices, methods and materials of assigned work.
• Practices and methods of coaching and leading the work of others (based on assignment).
• Techniques and methods for organizing, prioritizing, assigning and monitoring work.
• Business math concepts.
• Filing and record-keeping principles.
• Occupational hazards and applicable safety principles and practices.
• Uses and properties of supplies and equipment.
• Applicable federal, state and local laws, codes, regulations.
• Customer service principles.
• Specialized equipment relevant to area of assignment.
• Modern office technology.

Skill In

• Obtaining and relaying pertinent and timely information.
• Assessing response needs and prioritizing communication tasks.
• Performing basic research and system queries.
• Compiling and assembling data.
• Coordinating deadlines, prioritizing work demands and assigning/monitoring work performed.
• Providing directions to others in order to meet standards.
• Providing attention to detail in assignments.
• Proofreading and error correction.
• Business math computations.
• Organizing and maintaining records and files.
• Maintaining and updating data and documentation.
• Comprehending reference books and manuals.
• Operating assigned tools and equipment.
• Interpreting and applying applicable laws, codes, regulations and standards.
• Providing customer service.
• Utilizing a computer and relevant software applications.
• Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction.

ADA and Other Requirements

Work Environment and Physical Effort: Sedentary: Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body.

Work Environment: Work is typically performed in an office or similar indoor environment.

Work Exposures: Work in this position does not require frequent environmental exposures.

City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.