Non-Emergency Call Taker - Denver 9-1-1 Emergency Communications

About the Role

Every day, people turn to the City and County of Denver looking for answers, guidance, and support. As a Non-Emergency Call Taker, you'll be the first voice they hear—providing exceptional customer service, connecting residents with city resources, and ensuring callers receive the assistance they need. Working in partnership with Denver 311, you'll handle a wide variety of non-emergency inquiries while recognizing when a situation requires an immediate emergency response. If you're a compassionate problem-solver who enjoys helping others in a fast-paced environment, this could be the career for you.

Academy & Training

This application is for the October 20, 2026, Non-Emergency Call Taker Academy. Trainees will receive 7 weeks of paid classroom instruction followed by 3 weeks of paid, on-the-job training. After successfully completing training, and a 30 day review period you'll transition to a fully remote work from home environment.

Responsibilities

• Serve as the first point of contact for community members seeking non-emergency assistance.
• Answer a high volume of incoming calls with professionalism, empathy, and efficiency.
• Gather critical information and determine the appropriate city service or resource for each caller.
• Recognize emergency or crisis situations and immediately transfer callers to 9-1-1 when appropriate.
• Research information using multiple city systems and accurately document all interactions.
• Deliver outstanding customer service while helping residents navigate City and County services.
• Perform other duties as assigned.

Ideal Candidate

• Enjoys helping others and providing outstanding customer service.
• Thrives in fast-paced environments and can confidently manage multiple tasks at once.
• Remains calm, patient, and professional during difficult conversations.
• Has strong communication, listening, and critical thinking skills.
• Is comfortable using multiple computer systems while speaking with callers.
• Values teamwork, accountability, and making a positive impact in their community.
• Is interested in building a long-term career with the City and County of Denver.

Requirements

• Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• No experience required.
• By position, requires a valid driver's license at the time of application. Licenses and certifications must be kept current as a condition of employment.

Pay & Schedule

The rate of pay for this position is $23.00 an hour. The salary range is $20.06 - $30.10.

Operation Hours: Monday–Friday: 7:00 AM – 7:00 PM; Saturday: 10:00 AM – 2:00 PM. Schedules are based on operational needs and will include days, evenings, weekends, and holidays, so flexibility is essential.

Primary Communication Center: 12025 E 45th Ave, Denver, CO 80239. Back-up Communication Center: 950 Josephine St, Denver, CO 80206.