911 Public Safety Telecommunicator, Call Taker

$41,775 - $45,952/Yr

City Of Norfolk - Norfolk, VA

Full-time - Entry Level

Norfolk, VA

Ambulatory Health Care Services

About the position

The Public Safety Telecommunicator, Call Taker position at the City of Norfolk is a vital role within the Emergency 911 Division of the Norfolk Police Department. This full-time position involves being the first point of contact for individuals reporting emergencies, requiring quick decision-making and effective communication skills. Call Takers undergo extensive training to handle both emergency and non-emergency calls, ensuring that appropriate services are dispatched and providing critical assistance to callers in distress. The role is essential for maintaining public safety and requires a commitment to serving the community.

Responsibilities

• Answer 911 emergency and non-emergency calls from the community.
• Make lifesaving decisions and provide clear direction and advice to callers.
• Train and certify on multi-line E911 and administrative phone lines and associated equipment.
• Field stressful calls while entering information into the computer-aided dispatch system (CAD) for Police/Fire/EMS dispatch.
• Maintain communication with other departments for public safety purposes.
• Learn and respond to emergency and non-emergency requests by determining the caller's needs and verifying information.
• Provide assistance to the general public by searching for information and contacting outside agencies for assistance.
• Access federal, state, and local criminal databases for relevant information.
• May perform other duties such as training employees and conducting public outreach.

Requirements

• Must be a US or Naturalized citizen or have lived in the US for 10 consecutive years.
• Typing minimum 30 words per minute; keyboard proficiency required.
• Attend the in-house Public Safety Telecommunicator academy to attain certifications: Emergency Medical Dispatcher (EMD), CPR, VCIN/NCIC, and DCJS certification.
• Ability to speak English clearly and effectively control a conversation with distressed callers.
• Ability to read maps, reference books, technical manuals, and medical cards.
• Mature and professional judgment required to apply the proper course of action.

Nice-to-haves

• Education related to Criminal Justice, Emergency Medical, or other related field.
• Ability to easily navigate a desktop computer and effectively direct customer service in a stressful environment.
• Keyboard efficiency.

Benefits

• Comprehensive benefits package including wellness program participation.
• $5,000 signing bonus for new hires.