9-1-1 Call Taker/Dispatcher (Emergency Communications Specialist, Trainee)

About the role

The Lee County Public Safety is seeking dedicated Emergency Communications Specialist, Trainee to join our Division of Emergency Communications. This role is ideal for individuals with experience in telecommunications, call center operations, or other fast-paced, high-stress customer service environments. If you excel at multitasking, staying calm under pressure, and helping people in urgent situations, we encourage you to apply.

Duties and Responsibilities

• Emergency Call Handling & Assistance
• Receive and process 9-1-1, emergency, and non-emergency calls
• Gather and evaluate information quickly and accurately
• Provide pre-arrival and post-dispatch instructions to callers
• Prioritize calls and enter events into the Computer Aided Dispatch (CAD) system
• Dispatch & Radio Operations
• Dispatch Fire, EMS, and Law Enforcement using advanced CAD and radio systems
• Maintain situational awareness and analyze developing situations
• Take action to support responder safety
• Coverage coordination when necessary
• Operational Support & Teamwork
• Work closely with fellow call takers and dispatchers in a fast-paced, team-focused environment
• Maintain confidentiality of caller and operational information
• Deliver excellent customer service to the public safety community and the community at large
• Support effective countywide coverage by reassigning units as needed

Education, Experience, Licensing

• (Any equivalent combination of education and experience)
• High school diploma or GED
• Six months of experience in one of the following areas:
• Telecommunications
• Call center or contact center operations
• High-volume or high-stress customer service
• Alarm monitoring or security dispatch
• Transportation or utility dispatch
• Hospital switchboard operations
• Public service aide or 311 call screening

Background/Certification

• This role requires all candidates to successfully pass a Criminal Justice Information Services (CJIS) background check and obtain all required certifications.
• Required After Hire - Successful completion of call-taking and radio training
• Completion of all required certifications and licenses within prescribed timeframes