911 Call Taker

The Role

When someone is experiencing their worst day, you are the first voice they hear upon dialing 9-1-1. Our team is seeking 911 Operators who are motivated, responsible, and resilient individuals capable of providing quick-thinking and empathetic support. This isn't just a job; it's a vital lifeline for our community. As a Public Safety Telecommunicator, you are the "first" first responder. You will manage emergency calls, prioritize the needs of the situation, and ensure responders have safety information as well as caller's emergency information needed to save lives.

What You'll Do

• Answer & Analyze: Receive emergency calls via phone and text; determine the location and nature of the emergency. Coordinate the transfer of photos, videos, and live streams to the appropriate responding agencies.
• Emergency Coordination: Gather primary data for medical and fire-related incidents before routing callers to the appropriate response agency.
• Process Police Calls: For police-related emergencies, our 9-1-1 Call Takers process police calls completely utilizing a specialized computerized police protocol. This system provides a step-by-step process, ensuring that all vital information is collected and the callers receive essential, life-saving instructions.
• Document: Efficiently enter accurate data into the system while multi-tasking under pressure.

What You Bring to the Table

• High Stress Tolerance: You stay focused and calm even when the caller on the other end of the line is not.
• Communication Skills: Clear voice, active listening, and the ability to extract information from frantic callers.
• Computer and Typing Proficiency: Demonstrate strong computer skills and map interpretation abilities while maintaining necessary typing speeds during high-pressure multitasking.
• Integrity: You understand the importance of confidentiality and public trust.
• Flexibility: You are willing to work 12-hour shifts, overtime, and holidays.

Minimum Requirements

• High School Diploma or GED equivalent.
• Must be at least 18 years of age.
• Ability to type at least 25 words per minute with 80% accuracy.
• Ability to work 6:00a.m.–6:00p.m. or 6:00p.m.–6:00a.m.
• Must pass a computerized applicant test.
• Must pass a thorough post-job offer background check.
• Must pass a post-job offer polygraph exam.
• Must pass a post-job offer physical examination.
• Basic computer proficiency.
• Must obtain and maintain Emergency Telecommunicator Certification.
• Must obtain and maintain Emergency Police Dispatch Certification.

Preferred

• Prior experience in customer service.

Why Join Us?

• Competitive Benefits: 100% Employer-paid medical insurance premiums (BCBS of Alabama) including family coverage, 100% Employer-paid supplemental medical insurance, Employer-Paid Long-Term disability, Employer-Paid Term Life Insurance.
• Optional Benefits: Dental, Vision, Short-Term Disability, pre-tax flexible spending accounts (Medical and/or Childcare), and a full cafeteria plan of other optional benefits.
• Retirement: Full pension plan under the Retirement Systems of Alabama (Tier 1).
• Pay Increases: Annual cost of living increases, annual longevity pay, 12 paid holidays per year.
• Paid Training: No prior experience in emergency communications is required. You will be trained on the call handling systems, emergency protocols, and be assigned a mentor for on-the-job training.
• Shift Structure: Staff operate on 12-hour shifts covering both day and night rotations. Day shift operate from 6:00a.m. to 6:00p.m., while night shifts operate from 6:00p.m. to 6:00a.m. Calltakers are likely to work most holidays and weekends.
• Built-In Overtime: Your two-week pay period alternates between 36 hours one week and 48 hours the next. Any amount of hours worked over 40 hours in one week results in overtime pay. This structure provides the opportunity for built-in overtime pay based on the bi-weekly shifts, significantly boosting your annual earnings. You will have approximately 14 days off per month, depending on your schedule for that month.
• Other Benefits: Employee Assistance Program, 12 paid holidays each year, accrued paid sick and vacation time, paid breaks, tuition reimbursement, and other benefits available to first responders.