Emergency Call Taker

Responsibilities

• 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.

• Graduation from high school or possession of a GED, HiSET or TASC Certificate.
• Two (2) years of public contact experience dealing with individual problems and applying policies, procedures, and or legal guidelines.
• One year of computer user experience in a Microsoft Windows operating system environment or comparable operating system.
• Requires a CPR Certification before the end of academy training and successful recertification as required by the National Academy of Emergency Medical Dispatch during employment.
• Requires an EMD Certification issued by NAED before the end of academy training and successful recertification as required by the National Academy of Emergency Medical Dispatch.
• Must pass an initial pre‑security clearance screening and maintain CBI certification as a condition of employment.
• Must take and pass an online test every two years to maintain certification.
• Licenses and certifications must be kept current as a condition of employment.

Demonstrates expertise in emergency response protocols, including Emergency Medical Dispatch (EMD) and effective communication under pressure. Proficient in using Computer-Aided Dispatch (CAD) systems and maintaining confidentiality while adhering to departmental policies.

• Computer‑Aided Dispatch (CAD)
• Telephone Systems
• Mapping Software
• Microsoft Windows