Position Title: Public Safety Call Taker
Position Summary:
The Public Safety Call Taker serves as the initial point of contact for individuals seeking emergency and non-emergency assistance. This position plays a critical role in public safety communications by receiving, evaluating, and prioritizing incoming calls for service and ensuring the timely and accurate relay of information to dispatch personnel. The Call Taker must exercise sound judgment, maintain composure under pressure, and communicate effectively to support coordinated emergency response efforts.
Essential Duties and Responsibilities:
- Receive and process emergency (911) and non-emergency calls for service from the public, public safety agencies, and partner organizations.
- Obtain essential information from callers to accurately identify the nature, location, and details of incidents.
- Utilize computer-aided dispatch (CAD) and other communication systems to document information and support coordinated dispatch operations.
- Maintain clear and effective communication with dispatchers, field personnel, and other public safety partners.
- Adhere to established operational protocols, policies, and procedures to ensure consistent and effective call handling.
- Provide courteous, professional, and efficient service to the public and public safety agencies at all times.
- Perform routine data entry and record updates related to incidents, alerts, and operational information.
- Support dispatch operations as needed through follow-up calls, notifications, and coordination with mutual aid or external agencies.
- Remain attentive and adaptable in a dynamic environment, responding appropriately to changing priorities and high-stress situations.
- Perform any other duties as required or assigned by the Director or their designee.
Knowledge, Skills, and Abilities:
- Strong verbal communication skills and the ability to effectively gather information under stressful conditions.
- Proficiency in multitasking, prioritizing, and maintaining attention to detail in a fast-paced environment.
- Ability to type accurately at an appropriate speed to ensure timely data entry and efficient communication.
- Familiarity with basic computer systems and data entry.
- Ability to apply established procedures and exercise discretion in decision-making.
- Capacity to work collaboratively in a team-oriented, mission-driven environment.
Qualifications:
- High school diploma or GED required.
- Prior experience in emergency communications, public safety, customer service, or a related field preferred.
- Ability to pass a background investigation, drug screening, and any other required pre-employment evaluations.
- Must be able to obtain and maintain all required agency-approved certifications, including Emergency Medical Dispatch (EMD) and CPR, within agency-defined timeframes.
- Availability to work a variety of shifts, including nights, weekends, and holidays, as operational needs require.
- Demonstrated ability to remain calm and focused during high-stress or emotionally charged situations.
Physical Requirements:
- Ability to sit for extended periods while operating telecommunication equipment.
- Manual dexterity to operate keyboards, phones, and computer systems.
- Hearing and speech clarity sufficient to communicate effectively by phone and radio.
- Visual acuity to read information on screens and written materials.
- Occasional light lifting or carrying materials up to 15 pounds.
Additional Information:
This position description is intended to describe the general nature and level of work being performed. It does not constitute an employment contract and does not guarantee continued employment. Duties and responsibilities may be modified or expanded based on operational needs at the discretion of management.
FLSA Status: Hourly, Non-Exempt
Training Rate: $23.75 per hour during the initial training period
Pay: From $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Dependent health insurance coverage
- Employee assistance program
- Health insurance
- Life insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Vision insurance
Application Question(s):
- Public Safety Call Takers work rotating shifts, including nights, weekends, holidays, and mandatory overtime when needed. Are you able to meet these scheduling requirements? If there are any limitations, please explain.
- Why are you interested in working in emergency communications, and what qualities do you have that would help you succeed in this role?
Education:
- High school or equivalent (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
- Overnight Shift (Required)
Ability to Commute:
- Shelton, CT 06484 (Required)
Work Location: In person
