9-1-1 Emergency Call Taker

Primary Purpose

Under the supervision of the Operations Manager and Director of Operations, this position involves receiving and processing both emergency and non-emergency calls from the public via state-of-the-art communication equipment. The role requires the call taker to collect, classify, and input vital information from callers into the Computer Aided Dispatch (CAD) system efficiently and accurately.

Who we are

We serve as the primary service answering point for individuals facing emergencies. Our operations extend across twenty-two towns in Northwest Connecticut, encompassing sixty-two Fire, EMS, and Police Departments that service 150 thousand residents. Annually, we respond to over 90,000 of calls, demonstrating our commitment to the community and our role as a crucial lifeline in times of need.

Essential Functions

• Efficiently answer incoming 9-1-1 and non-emergency calls, gathering crucial information from callers, and enters required information into the Computer Aided Dispatch System.
• Deliver Emergency Medical, Fire, and Police Dispatch services, addressing emergency needs of callers.
• Support medical, police, and firefighting personnel with routine requests, such as confirming call times and managing duty status of units.
• Operate a multi-line telephone console system, an alerting system, and a TDD system for individuals who are deaf or hearing-impaired.
• Regularly update knowledge of major streets, roads, public buildings, industrial plants, and geographical landmarks in the Litchfield County Dispatch service areas.
• Translate incoming information into appropriate emergency response codes.
• Engage in critical questioning to analyze caller's situation and needs for services. Assist with problem resolution, information provision, dispatch emergency services, provide pre-arrival instructions, or referrals to other public safety agencies.
• Create and maintain accurate, organized records for both documentation and retrieval.
• Assist with the training of new employees.
• Uphold a positive professional demeanor when interacting with the public, dispatch center, and emergency service personnel.
• Ensure confidentiality and security of all agency information and assets.
• Adhere to all safety rules, procedures, and regulations regarding equipment use.
• Undertake other tasks as directed by the Director of Operations and/or Executive Director.

Knowledge, Skills, and Abilities

• Proficiency in data information systems and data analysis.
• Excellent oral and written communications, organizational, and interpersonal skills.
• Competence in essential computer functions (e.g., Data Entry, Word Processing, Email, Google Earth) and typing at a minimum speed of 3550 KPH.
• Organizational and coordination skills.
• Ability to concentrate for extended periods.
• Capacity to remain calm and effective in emergency situations.
• Proficiency in English reading, writing, speaking, and comprehension.
• Willingness for self-evaluation and professional growth.
• Openness to constructive feedback.
• Capability to establish and maintain cooperative working relationships.

Qualifications Profile

• A High School Diploma or equivalent certification.
• Obtain CT State Telecommunicator certification within 12 months of employment.
• Acquire agency approved EMD/EPD/EFD program certification within 3 months of employment.
• Complete COLLECT / CJIS certification within 3 months of employment.
• Possess a Motor Vehicle Operator's License or have reliable personal transportation.
• This position is deemed essential, and personnel must report to work during emergency situations, and adverse weather conditions.
• A criminal records check is part of the employment background screening.
• Pre-employment drug testing required.

Work Environment

General call center environment with climate control, lighting, and workstations in a large room with frequent background noise. Performance of duties will sometimes involve situations that may include exposure to stress and vicarious (secondary) trauma. This is a 24-hour/7-day-a-week operation. Currently consisting of four 10 hour shifts.