Public Safety Call Taker

City of Chesapeake; Chesapeake (VA); On-site; USD 53,000 - 88,000; Full time

Job summary

The Chesapeake Police Department is seeking dedicated Public Safety Call Takers to join the Public Safety Emergency Communications team. You will be the first point of contact in emergencies, providing calm, accurate, and compassionate assistance to the community.

Responsibilities include answering 911 and non-emergency calls, coordinating with police, fire, and EMS, and delivering EMS dispatch instructions. Structured training precedes independent call-taking responsibilities.

Qualifications

• Requires high school diploma or GED or specialized vocational training in telecommunications.
• Experience: None required.
• Preferred qualifications include at least six months of customer service or call center experience.
• Must be a United States citizen or lawful resident for the past 10 consecutive years.
• Emergency operations support work and other requirements may apply.

Responsibilities

• Answer 911 and non-emergency calls and obtain essential information for emergency response.
• Determine appropriate action and route to police, fire, EMS or other agencies.
• Provide Emergency Medical Dispatch and pre-arrival instructions.
• Communicate clearly with callers under high stress.
• Maintain call records and documentation for legal and administrative purposes.
• Operate CAD systems, telephones, recording equipment and related tech.
• Reference and update maps, policies, and reference materials.
• Participate in ongoing training and professional development.

Skills

Customer service

Call center experience

Education

High school diploma or GED

Job description

$5,000 [experienced Public Safety Telecommunicators]

In accordance with City policy, this position is deemed safety-sensitive. As such, applicants for this position are subject to pre-employment drug/alcohol testing after receiving a conditional offer of employment and may also be subject to random testing. This drug test includes testing for marijuana. Possession of a medical marijuana card will not excuse an applicant from the testing process; however, a test will not be considered positive for marijuana if a valid medical marijuana certification is presented unless the position requires a commercial driver’s license (CDL) or is a sworn law-enforcement officer/deputy.

Position Information

Working Title of Vacant Position Public Safety Call Taker

Job Type Full Time

Posting Type Public

Number of Vacancies 3

Department POLICE

Division POLICE SUPPORT

Requisition Number 2026509

Number of hours worked per week 40 hours + Overtime as required

Work Schedule Basic Dispatch Academy ( BDA ) schedule:
Monday-Friday 7:30AM to 4:00PM until completion
Upon completion of the BDA Schedule:
Rotating 12-hour shifts: 6:00AM-6:00PM or 6:00PM-6:00AM Fixed for 4 months including weekends and holidays; must also be available to work overtime when required to meet operational needs all shift assignments are subject to change based on operational needs
All shift assignments are subject to change based on operational needs

Work Site Location Chesapeake, VA

Position Driving Requirement N - Never

Pay Grade GE10

Pay Basis Semi-Monthly

$53,166 – $87,724/ annually

Job Description

Make a Difference — One Call at a Time!

The Chesapeake Police Department is seeking dedicated, service-minded professionals to join our Public Safety Emergency Communications ( PSEC ) team as Public Safety Call Takers. In this critical role, you are often the first point of contact in an emergency, providing calm, accurate, and compassionate assistance to our community when it matters most.

Public Safety Call Takers play a vital role in public safety by answering emergency and non-emergency calls, gathering critical information, and providing life-saving instructions while coordinating closely with police, fire, and emergency medical services. This position includes structured training and evaluation prior to independent call-taking responsibilities.

Essential Duties and Responsibilities

• Answer 911 and non-emergency calls, quickly and accurately obtaining essential information needed for emergency response.
• Determine the appropriate course of action and route information to police, fire, EMS , or other service agencies.
• Provide Emergency Medical Dispatch ( EMD ) and other pre-arrival instructions in accordance with approved protocols.
• Communicate clearly and professionally with callers who may be experiencing high stress, fear, or crisis.
• Maintain accurate call records, logs, and documentation for legal, administrative, and investigative purposes.
• Operate and maintain computer-aided dispatch ( CAD ) systems, telephone systems, recording equipment, and related technology.
• Reference and maintain up-to-date maps, policies, procedures, and emergency reference materials.
• Participate in ongoing training, in-service instruction, and professional development to maintain certifications and skills.
• Work collaboratively with supervisors, trainers, and fellow communications personnel.
• Perform other related duties in support of emergency communications operations

Work Schedule and Conditions

• This is a 24-hour, 7-day-a-week operation requiring rotating shifts, weekends, holidays, overtime, and emergency callbacks.
• This position is designated as Alpha (essential) and requires employees to report for duty during inclement weather, major emergencies, disasters, and catastrophic events regardless of City operational status.
• Work is performed in a high-stress emergency communications center environment requiring prolonged sitting, use of headsets, and simultaneous operation of multiple computer systems.

Knowledge, Skills, and Abilities

• Ability to communicate clearly, calmly, and professionally in stressful situations.
• Ability to listen, analyze information, and make rapid, accurate decisions.
• Strong multitasking and prioritization skills.
• Ability to learn and operate multiple computer applications and technical systems.
• Ability to maintain confidentiality and comply with all applicable policies and regulations.
• Emotional resilience, sound judgment, and a strong commitment to public service.
• Ability to meet the attendance, scheduling, and reliability requirements of a 24/7 emergency communications operation, including rotating shifts and mandatory overtime.

Performance Expectations

• Demonstrates increasing proficiency during training in call-taking and use of communications systems.
• Accurately applies policies, procedures, and protocols.
• Successfully progresses through training and meets all certification requirements.
• Maintains professionalism, reliability, and accountability in all aspects of performance.

Automatic Disqualifiers

Disqualifying factors include, but are not limited to, the following, from the date of application:

• Convicted of, pled guilty to, or no contest to any felony.
• Convicted of, pled guilty to, or no contest to a misdemeanor involving acts of moral turpitude (lying, cheating, stealing).
• Convicted of, pled guilty to, or no contest to a Misdemeanor Sex Offense.
• Convicted of, pled guilty to, or no contest to Domestic Assault.
• Conviction of possession, manufacture, and/or distribution of illegal drugs.
• Use of Cocaine, LSD , PCP , or any type of hallucinogenic drug within the last five (5) years
• Other Than Honorable; General; Dishonorable discharges from any military service. Uncharacterized discharges will be evaluated on a case-by‑case basis. Candidates discharged for “conduct” reasons will not be considered.
• Untruthfulness or the withholding of pertinent information during any phase of the application process (e.g. application, interview, paperwork).
• Cheating on any examination or testing associated with the process.

Required Qualifications

Vocational/Educational Requirement: Requires high school diploma or GED , or specialized vocational training in telecommunications.

Experience: None required.

Special Certifications and Licenses: Special skills or equipment certification may be required. Must be a United States citizen or a lawful resident for the past 10 consecutive years.

Special Requirements:Employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies. Emergency operations support work and work locations may be outside of normal job duties.

Preferred Qualifications

-At least six (6) months of prior customer service or call center experience is preferred.
-Ability to type at least 34WPM and 4000 KPH Data Entry

Job Open Date 11/01/2026

Job Close Date 11/30/2026

ADA Checklist

Overall Physical Strength Demands Overall Physical Strength Demands Overall Physical Strength Demands S=Sedentary - Exerting up to 10 lbs. occasionally or small weights frequently; sitting most of the time. Physical Demands C = Continuously- 2/3 or more of the time.F = Frequently- From 1/3 to 2/3 of the time.O = Occasionally- Up to 1/3 of the time.R = Rarely- Less than 1 hour per week.N = Never- Never occurs. Standing Standing Occasionally- Up to 1/3 of the time. Sitting Continuously- 2/3 or more of the time. Walking Walking Occasionally- Up to 1/3 of the time. Lifting Lifting Rarely- Less than 1 hour per week. Lifting Amount Lifting Amount Exerting up to 10 lbs Carrying Carrying Rarely- Less than 1 hour per week. Carrying Weight Carrying Weight Exerting up to 10 lbs Pushing/Pulling Pushing/Pulling Rarely- Less than 1 hour per week. Pushing/Pulling Weight Pushing/Pulling Weight Exerting up to 10 lbs Reaching Reaching Rarely- Less than 1 hour per week. Handling Occasionally- Up to 1/3 of the time. Fine Dexterity Fine Dexterity Continuously- 2/3 or more of the time. Kneeling Kneeling Rarely- Less than 1 hour per week. Crouching Crouching Rarely- Less than 1 hour per week. Bending Rarely- Less than 1 hour per week. Twisting Twisting Rarely- Less than 1 hour per week. Climbing Climbing Rarely- Less than 1 hour per week. Vision Vision Continuously- 2/3 or more of the time. Hearing Hearing Continuously- 2/3 or more of the time. Talking Talking Continuously- 2/3 or more of the time. Foot Controls Foot Controls Continuously- 2/3 or more of the time. Machines, Tools, Equipment and Work Aids Used Computers, Telephones, Fax Machines, Printers, Headsets, Foot Pedals and other applicable office related equipment. Protective Equipment Required None Health and Safety D = DailyW = Several Times Per WeekM = Several Times Per MonthS = SeasonallyN = Never Mechanical Hazards Mechanical Hazards N = Never Chemical Hazards Chemical Hazards N = Never Electrical Hazards Electrical Hazards N = Never Fire Hazards N = Never Explosives Explosives N = Never Communicable Diseases Communicable Diseases N = Never Physical Danger or Abuse Physical Danger or Abuse N = Never Other Other N = Never If Other, Description D = DailyW = Several Times Per WeekM = Several Times Per MonthS = SeasonallyN = Never Dirt and Dust Dirt and Dust N = Never Extreme Temperatures Extreme Temperatures N = Never Noise and Vibration Noise and Vibration N = Never Fumes and Odors Fumes and Odors N = Never Wetness/Humidity Wetness/Humidity N = Never Darkness or Poor Lighting Darkness or Poor Lighting N = Never Primary Work Location Non-Physical Demands C = Continuously- 2/3 or more of the time.F = Frequently- From 1/3 to 2/3 of the time.O = Occasionally- Up to 1/3 of the time.R = Rarely- Less than 1 hour per week.N = Never- Never occurs. Time Pressures Time Pressures Continuously- 2/3 or more of the time. Emergency Situations Emergency Situations Continuously- 2/3 or more of the time. Frequent Change of Tasks Frequent Change of Tasks Frequently- From 1/3 to 2/3 of the time. Irregular Work Schedule/Overtime Irregular Work Schedule/Overtime Frequently- From 1/3 to 2/3 of the time. Performing Multiple Tasks Simultaneously Performing Multiple Tasks Simultaneously Continuously- 2/3 or more of the time. Working Closely with Others as Part of a Team Working Closely with Others as Part of a Team Continuously- 2/3 or more of the time. Tedious or Exacting Work Tedious or Exacting Work Frequently- From 1/3 to 2/3 of the time. Noisy/Distracting Environment Continuously- 2/3 or more of the time. Other Other N = Never If Other, Description Can anyone assist the employee in performing the primary tasks assigned to this position? If yes, identify the eligible task(s) No

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