Emergency Communications Call Taker

City of Raleigh North Carolina; Raleigh (NC); On-site; USD 36,000 - 54,000; Full time

Job summary

The City of Raleigh North Carolina seeks an Emergency Communication Call Taker to handle emergency 911 and non-emergency calls, extract details, and provide pre-arrival instructions according to protocols. The role may include lead duties and requires availability for nights, weekends, holidays, and emergencies.

The training academy starts 01/14/2027. Activities include application review, testing, virtual interviews, background checks, and medical evaluations.

Qualifications

• High School diploma or GED required.
• Less than 1 year of experience in emergency communications or related field.
• Any equivalent combination of training and/or experience may be substituted.
• Ability to obtain and maintain NC EMS Credentialing, EMD, EFD, DCI, CPR.

Responsibilities

• Screen initial calls – Receives and processes emergency and non-emergency requests for service in City of Raleigh and Wake County.
• Work all shifts, including nights, weekends, holidays, and inclement weather.
• Operate agency equipment and track activities on multiple screens.
• Provide pre-arrival instructions based on predetermined protocols.
• Utilize CAD system to create, submit, prioritize, and maintain electronic records.
• Identify and mitigate caller safety and determine scene/responder safety.

Skills

Customer service

Active listening

Decision-making

Critical thinking

Computers

Problem solving

Communication

Detail oriented

Education

High School diploma or GED

Tools

CAD Software

Job description

*****

This posting is intended for applicants who have previous police dispatching and answering 911 calls

The Emergency Communication Call Takerposition 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.

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.

• Screen Initial Calls – Receives and processes emergency and non-emergency requests for service throughout the City of Raleigh and Wake County. This includes text messages, visual data (video or images), social media, fire alarms, automated data, and other sources.
• Must be able to work all shifts, to include nights, weekends, holidays, and inclement weather.
• Demonstrate clear & effective communications.
• Operate agency equipment, including keeping track of activities on multiple screens.
• Identify & mitigate caller safety.
• Determine scene & responder safety.
• Obtains information from callers and provides the appropriate responsive action in a prioritized manner.
• Contacts vendors and other agencies for response to emergency and non-emergency situations.
• Provides pre-arrival instructions to predetermined protocols.
• Utilizes a Computer Aided Dispatch (CAD) system to create, submit, prioritize, and maintain electronic records.
• Records, deletes, verifies and queries the criminal justice information system on behalf of law enforcement agencies.
• Manage various types of emotional callers
• Performs related work as required.

Required Education and Experience

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

Required Licenses or Certifications

• Ability to obtain and maintain certifications in the following:
  1. North Carolina Office of EMS Credentialing
  2. Emergency Medical Dispatch (EMD)
  3. Emergency Fire Dispatch (EFD)
  4. DCI
  5. CPR

Knowledge of:

• Wake County geography to include various City and County Road Systems
• Phone/Computer basics
• CAD Software
• Emergency Service Areas
• Incident Management
• Performance Standards
• Stress Management
• Division of Criminal Information and National Crime Information Center policies and practices
• Modern office practices and procedures including the use of standard office equipment and computer applications such as word processing, database, and spreadsheet applications

Skill in:

• Customer service
• Active listening/hearing
• Decision-Making
• Critical Thinking
• Computers
• Problem Solving
• Communication and interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction
• Detail Oriented

Ability To:

• Maintain confidentiality of information
• Maintain professional composure in stressful situations
• Work under pressure in a demanding environment
• Display empathy, respect, tolerance, and patience
• Maintain integrity and ethics in a public safety environment
• Be flexible