Emergency Response Specialist; English & Spanish-speaking - Afternoon Shift West Haven, Connecticut

Northern
911 is a specialized emergency communications provider focused on answering, triaging, and routing 9-1-1 and emergency calls, dispatching fire services for rural and volunteer departments, and monitoring emergency alerts from connected devices, apps, and vehicles. Our APCO-certified telecommunicators help callers stay focused, gather essential details, and ensure every emergency reaches the appropriate police, fire, or medical agency quickly and accurately. If you’re energized by purpose-driven work and want to be a steady, supportive voice when people need it most, we’d be excited to welcome you to our team.

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Our mission-driven culture is grounded in trust, urgency, innovation, and collaboration — creating an environment where you can grow, contribute, and make a meaningful difference every day.

As an Emergency Response Specialist, you’ll be the calm, steady voice that helps guide people through their most critical moments. From life‑threatening emergencies to urgent situations requiring immediate action, you’ll play a pivotal role in connecting callers to the right help — ensuring that assistance is dispatched with urgency and precision. Using advanced communication systems and clear protocols, you’ll gather vital information, relay it accurately, dispatch, and help coordinate the response that saves lives.

• Receive incoming calls for emergency accounts, determine emergency locations, and initiate transfer to the appropriate emergency agency in Canada, the United States, and US Territories as per standard call handling procedures on each account.
• Act as the critical link in emergencies — answering 911 calls as the secondary PSAP for fire calls, determining locations and key details, and dispatching fire personnel using standard procedures while coordinating with other emergency agencies to ensure rapid response.
• Operate various computerized communication consoles, associated equipment, software and websites to receive, assess, and relay information from the public to emergency agency personnel in a courteous, accurate, and expedient manner.
• Stay composed and positive, guiding interactions with the public, emergency response center, emergency agency personnel, and colleagues with clarity and care.
• Stay current on procedures and best practices, participating in coaching and quality reviews to ensure consistently excellent performance.
• Protect sensitive information with confidentiality and handle all communications with the highest level of discretion. Be a team player, stepping in to assist colleagues and sharing your knowledge to help train and empower others.

• Experience &
  
  Certifications:
  
  High School Diploma required. Prior experience in alarm monitoring, emergency services, or customer service is a plus, though we value other experiences that prepare you for this role.
• Composure & Empathy: Demonstrate a high level of integrity and sound judgment, maintaining a calm and clear demeanor while functioning under challenging emergency situations.
• Exceptional Communication: Possess strong customer service skills, including active listening and conflict resolution. Ability to speak in a clear, well‑modulated voice and accurately transcribe information while simultaneously giving instructions.
• Technical Proficiency: Maintain a typing speed of twenty (20) words per minute and demonstrate the ability to quickly learn company‑specific software and communication equipment.
• Adaptable & Proactive: Thrive in a fast‑paced environment and be comfortable shifting between tasks. Eager to receive feedback, embrace coaching, and proactively apply new learnings. Stay attentive and concentrated for extended periods, even when managing multiple tasks or priorities.
• Collaborative Mindset: Exhibit strong teamwork skills, a desire to help others, and the ability to build cooperative working relationships with colleagues and the public.
• Bilingualism: This role requires fluency in English and Spanish to effectively support our diverse community.
• Criminal Record Check: Applicants must submit a clean criminal record check prior to…