Emergency Communications Technician (Call Taker)

City of Durham; Durham (NC); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking organization dedicated to community safety as a 911 call taker. This entry-level role offers the chance to make a real impact while utilizing advanced technology in a fast-paced environment. With opportunities for promotion to dispatch positions, you will be part of a team that prioritizes efficient emergency response and continuous improvement. Ideal candidates will possess strong multitasking abilities, emotional awareness, and excellent communication skills. If you're ready to thrive in a dynamic setting and help save lives, this is the perfect opportunity for you.

Qualifications

• Six months of experience in a fast-paced customer service environment.
• Certification in IAED Police, Fire, and EMS call taking protocols within 6 months.

Responsibilities

• Answer and process emergency and administrative calls.
• Follow scripted questions and provide pre-arrival instructions.

Skills

Emotional awareness

Professional caller interaction

Multitasking

Creative problem-solving

Reading comprehension

Short-term memory

Education

High School diploma or GED

Job description

Work, Serve, Thrive. With the City of Durham

Advance your career while making a real difference in the community you serve.

Why work at the Durham Emergency Communications Center? Click here to find out more!

Hiring Range: $22.16 - $34.44 per hour (including a $1.50 shift premium for hours between 4:00 PM and 8:00 AM). Salary may vary based on prior 911 experience.

Work Day/Hours: Classroom training from 8:00 AM to 5:00 PM. Post-training, team members will work 4-day weeks with 12-hour shifts, either 5:00 AM to 5:00 PM or 5:00 PM to 5:00 AM, including nights, weekends, and holidays. Shifts are assigned based on agency needs.

This posting is for candidates for our next training academy starting on July 14th, 2025. Note that there are 12 spots available; submitting an application does not guarantee placement, as spaces are limited and subject to availability.

The Durham Emergency Communications Center aims to provide the fastest, most efficient emergency response for City and County residents, ensuring responder safety. Our state-of-the-art center is nationally accredited in emergency medical dispatch and certified by APCO International. We continually seek to improve our service quality. If you thrive in an innovative, fast-paced environment, bring your skills to Durham!

As a 911 call taker, you can save lives from your chair using advanced technology. Opportunities for promotion to dispatch positions for Police, Fire, and EMS are available.

If this environment suits you, we invite you to join our team!

• Entry-level position with potential for promotion within the Durham Emergency Communications Center.
• Work Days/Hours: Shifts vary, including nights, weekends, and holidays, based on agency needs.

The role involves assisting callers reporting emergencies or requesting help from Police, Fire, or EMS by answering calls, following scripted protocols, entering information, providing pre-arrival instructions, and routing calls appropriately. Bilingual interpretation support is available if needed.

• Answer and process emergency and administrative calls.
• Follow scripted questions, enter data, and provide pre-arrival instructions, connecting with interpreters if necessary.
• Read scripts while accurately typing information.
• Route calls and create service requests, following up as needed.

Skills required:

• Emotional awareness and quick adaptation between high-threat and routine calls.
• Professional caller interaction, especially with difficult callers.
• Proficiency in multitasking and attention to detail.
• Creative problem-solving and strong reading comprehension.
• Excellent short-term memory.

Minimum qualifications:

• High School diploma or GED.
• Six months of experience in a fast-paced customer service environment.
• Certification in IAED Police, Fire, and EMS call taking protocols within 6 months of hire.
• CPR Healthcare Provider Certification within 6 months of hire.
• Pass psychological screening prior to hire.
• Ability to learn one dispatch discipline within 18 months.
• No recent Class B or higher misdemeanor convictions or felonies.
• Meet additional requirements outlined by NCOEMS (FAQ link).

Additional preferences:

• Call center experience.
• Bilingual in English and Spanish.