Call Taker - Denver 9-1-1
: Job Details :

About Our JobThis application is for the March 2025 9-1-1 Academy.Please apply as soon as possible, as this posting will close on December 29, 2024 .Denver's 9-1-1 Emergency Communications Agency is staffed by public safety professionals who are trained to answer 9-1-1 and non-emergency telephone calls, as well as dispatch police, fire and paramedic resources. The 9-1-1 team works in partnership with Denver Police, Denver Fire and Denver Health Paramedics to ensure the safety and quality of life for residents, businesses and visitors in the City and County of Denver.A 9-1-1 Call Taker is a universal call taking position that provides emergency and non-emergency telephone and text assistance to individuals who are calling or texting Denver 9-1-1 for Police, Emergency Medical Services, and/or Fire and provides emergency medical dispatch triage and instructions over the phone. Call Takers process a high volume of calls and texts, gathering information rapidly and entering it into the Computer Aided Dispatch (CAD) system accurately. Technicians also assess the priority for Police, Fire and/or Emergency Medical Services using exceptional listening, interviewing, and problem-solving skills while adhering to established procedures.Job Responsibilities will include:

• This position is an essential personnel position and performs full performance emergency and non-emergency telephone assistance to individuals who are calling or texting Denver-9-1-1 for Police, Emergency Medical Services, and/or Fire and provides emergency medical dispatch triage and instructions over the phone.
• Processes a high volume of phone calls and texts for the Police, Fire and Emergency Paramedic Departments under stressful and demanding emergency situations using the center's computerized telephone system.
• Determines the Police, Fire, Medical or multi-discipline nature of the call, and if medical attention is required, immediately begins using Emergency Medical Dispatch methods over the phone.
• Gathers information and rapidly/accurately enters it into the Computer Aided Dispatch (CAD) system.
• Works independently in interviewing the caller to accurately assess the urgency of the incident and the proper response required by Fire, Police and/or Emergency Medical Services (EMS).

The Denver 9-1-1 Emergency Communications Agency is a 24-hour, seven days a week operation, therefore, applicants must be willing to work the following:

• 8, 10 or 12-hour shift work
• day, swing or graveyard
• weekends
• holidays
• overtime on short notice

Shift Incentive Differential:

• Swing shift (3:00 p.m. to 11:00 p.m.) receives an additional 7% above the current hourly rate of pay.
• Graveyard shift (11:00 p.m. and 7:00 a.m.) receives an additional 12% above the current hourly rate of pay.

The following are promotional opportunities within the agency after you've been in your current role for one year:

• 9-1-1 Dispatch Support Specialist
• Lead Emergency Communications Technician
• Police Dispatcher
• Police Lead Dispatcher
• Emergency Communications Supervisor

The ideal candidate will have:

• Able work under stressful conditions and remain calm while dealing with frightened, hysterical or angry callers
• Strong critical thinking skills and able to make quick decisions
• Clear speech, hearing, and visual acuity
• Can multitask and has a strong attention to detail
• Experience working with the public and user agencies
• Strong listening skills and the ability to remember oral and written instructions and/or information
• Ability to write and type accurately and quickly
• Interested in learning and creating a positive team environment
• Comfortable interfacing with computers and other technology
• Dedication and a strong attendance record

Below are the minimum requirements used to determine eligibility for this position:

• Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Experience Requirement: Two (2) years of public contact experience dealing with individual problems and applying policies, procedures, and or legal guidelines and one year of computer user experience in a Microsoft Windows computer operating system environment or comparable operating system.
• Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements.
• License/Certifications: Requires a CPR Certification before the end of academy training and successfully recertification as required by the National Academy of Emergency Medical Dispatch during the employment.
• Requires an EMD Certification issued by NAED before the end of academy training and successfully recertification as required by the National Academy of Emergency Medical Dispatch.
• Must pass an initial pre-security clearance screening and maintain CBI (Colorado Bureau of Investigation) certification as a condition of employment. Must take and pass some online test every two years to maintain certification.
• Licenses and certifications must be kept current as a condition of employment.

About Everything ElseJob ProfileCN2518 911 Emergency Communication TechTo view the full job profile including position specifications, physical demands, and probationary period, click here.Position TypeUnlimitedPosition Salary Range$25.57 - $38.36Starting Pay$29.00 per hourAgencyEmergency CommunicationsThe City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law. It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact ...@Denvergov.org with three business days' notice.Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.For information about right to work, click here for English or here for Spanish.