Job Description

Posting number: 2026-00795

Department: Emergency Communications

Job classification: Emergency Communication Call Taker

Posting type: Open

Categories: Public Safety, Telecommunications

Summary

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*****This posting is intended for applicants who have previous police dispatching and answering 911 calls*****

The Emergency Communication Call Taker position is devoted to emergency 911 telecommunications and non-emergency call taking. Incumbents perform semi-skilled and technical work in answering calls requesting emergency service; providing routine, non-technical information and referring all other inquiries; extracting call information, and when instructed providing pre-arrival instructions based on protocols. As assigned, incumbents may serve as lead workers, assigning work and monitoring work completion.

Must be able to work nights, weekends, holidays, and report to work during emergency and disaster events including inclement weather.

As initial communication will be made through email, please ensure your email address is typed correctly on your application and governmentjobs.com profile. Also, please remember to check your spam folder frequently for messages regarding the hiring process.

Any applicant that has been disqualified or rejected during a previous recruitment process may reappply.

The training academy is scheduled to start on 01/14/2027. The process may include the following:

• Job Application Review
• Skills Testing Session
• Virtual Interviews on Microsoft Teams
• Criminal History Investigation
• Psychological Evaluation
• Employment Reference Check
• Controlled substance testing, physical, and health assessment.

Examples of duties

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Screen Initial Calls – Receives and processes emergency and non-emergency requests for service throughout the City of Raleigh and Wake County. This includes text messages, visual data (video or images), social media, fire alarms, automated data, and other sources.
• Must be able to work all shifts, to include nights, weekends, holidays, and inclement weather.
• Demonstrate clear & effective communications.
• Operate agency equipment, including keeping track of activities on multiple screens.
• Identify & mitigate caller safety.
• Determine scene & responder safety.
• Obtains information from callers and provides the appropriate responsive action in a prioritized manner.
• Contacts vendors and other agencies for response to emergency and non-emergency situations.
• Provides pre-arrival instructions to predetermined protocols.
• Utilizes a Computer Aided Dispatch (CAD) system to create, submit, prioritize, and maintain electronic records.
• Records, deletes, verifies and queries the criminal justice information system on behalf of law enforcement agencies.
• Manage various types of emotional callers
• Performs related work as required.

Qualifications

Required Education and Experience

• High School diploma or G.E.D. equivalency; Less than 1 year experience in emergency communications, or a related field
• Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted

Required Licenses or Certifications

• Ability to obtain and maintain certifications in the following:

1. North Carolina Office of EMS Credentialing
2. Emergency Medical Dispatch (EMD)
3. Emergency Fire Dispatch (EFD)
4. DCI
5. CPR

Supplemental information

Knowledge of:

• Wake County geography to include various City and County Road Systems
• Phone/Computer basics
• CAD Software
• Emergency Service Areas
• Incident Management
• Performance Standards
• Stress Management
• Division of Criminal Information and National Crime Information Center policies and practices
• Modern office practices and procedures including the use of standard office equipment and computer applications such as word processing, database, and spreadsheet applications

Skill in:

• Customer service
• Active listening/hearing
• Decision-Making
• Critical Thinking
• Computers
• Problem Solving
• Communication and interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction
• Detail Oriented

Ability To:

• Maintain confidentiality of information
• Maintain professional composure in stressful situations
• Work under pressure in a demanding environment
• Display empathy, respect, tolerance, and patience
• Maintain integrity and ethics in a public safety environment
• Be flexible