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Job Title 911 Communications Call Taker
Location Quincy, MA
Department Communications
FLSA Status Non-Exempt

Official Title: 911 Communication Call Taker               

Primary Location:  Quincy, Massachusetts            Schedule: Full-time



This vital role serves as a first responder to every class of emergency for which services are provided in accordance with established standard operating procedures, requiring comprehensive knowledge of departmental policy and procedure while using independent judgment to determine the correct response to emergency situations. The Call Taker is to receive, process, and transmit emergency and non-emergency calls via telephone and other communication devices. This position functions as a member of the Communications/Dispatch Staff and is responsible under the direction of the Dispatch Supervisor to provide effective and efficient transport to all THC customers and clients.


Reports to: Shift/Dispatch Supervisor.


Minimum Qualifications

  • High school diploma/GED, two years college preferred
  • Must be at least 18 years of age.
  • Must have a valid driver’s license.
  • Minimum of 1 year experience in emergency or call center or similar environment required
  • Knowledge of Microsoft computer applications
  • Demonstrated skill in typing, data entry, and record keeping and expert organizational skills
  • Ability to follow complex instructions, and write clear, concise reports.
  • Ability to multi-task in a fast-paced environment and handle stressful situations
  • Previous Emergency Reponses experience preferred, but not required.
  • Working knowledge of geographical layout of the area is a plus.
  • Maintain applicable certifications obtained upon hire as required for position (i.e. EMD, APCO)

Additional Requirements

  • Ability to learn Emergency Medical Dispatching and Computer Aided Dispatch (CAD).
  • Able to prioritize the most important situations, and think quickly in pressured situations
  • Ability to work alone or with a partner and handle numerous emergency situations calmly, promptly and efficiently while under stress.
  • Demonstrated skill in typing, data entry, and record keeping.
  • Position requires the ability to sit for long periods.
  • Ability to use hands, eyes and ears to operate dispatching equipment and other related emergency equipment at efficient speed.

Mandatory Training:

Shifts: Training Mon- Friday 10am-6pm for 2 months


  • Attend and successfully complete:
  • Eighty (80) hours In House Training.
  • Forty (40) hours Emergency Medical Dispatch certification course.
  • Forty (40) hours Association of Public-Safety Communications Officials certification course.


Association of Public-Safety Communications Officials (APCO) Training -40 hours In House

Essential information in an ever-expanding and rapidly changing public safety environment. The APCO Training Program Certification is a program that ensures you and the company is meeting National Safety standards of excellence.


Emergency Medical Dispatch Certification (EMD) -40 hours In House

Core certification program designed to meet or exceed all existing medical standards. It's an essential component of the Emergency Response system. EMD certification is applicable to any public safety call handling operation.


(The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.)


  • Monitors, answers and prioritizes all received emergency 911 and non-emergency calls.
  • Obtain information from callers and determine type of action to achieve successful problem resolution
  • Record information (e.g. date, time, type of call, destination, etc.) into the computer database ensuring 100% accuracy while keeping manual log of each call to ensure proper backup
  • Prioritizes all received messages, emergencies, other requests in a timely manner, while keeping supervisory personnel aware of priority situations
  • Utilize information systems ensuring calls for service are relayed to the appropriate areas.
  • Provides medical instructions via a certified Emergency Medical Dispatch (EMD) system to callers in need of emergency medical assistance.
  • Notify appropriate company and governmental staff of problems and issues via telephone and paging systems
  • Performs any and all other related duties as required by the Shift Supervisor, Communications Center Supervisor, or as the situation dictates.



Work is performed in a public safety communications 24/7 facility; often under stressful situations. Operates telephones, radio equipment, computer equipment, and standard office equipment such as computer keyboard, copy machine, fax machine.

Makes constant contact with other employees, the general public, police, firefighters, emergency medical technicians, paramedics, and other local, county, state and federal public safety personnel. Communicates complex and detailed information involving emergency and non-emergency calls, often of a sensitive and confidential nature requiring the use of considerable tact to avoid friction and obtain cooperation.

Errors could result in delays in processing important information, damage to property, and loss of life and may result in legal and financial repercussions.

In addition to a compensation plan commensurate with this role, we offer a comprehensive benefits package, including but not limited to medical, dental, vision, life and 401(k) retirement plan with company match

(This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.)

The above are intended to describe the general nature and level of the work being performed by the person/people in this position. This is not an exhaustive list of all duties, responsibilities, knowledge, skills, and abilities associated with this position. THC is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to disability, race, color, veteran status, religion, sex, or national origin. Individuals with Disabilities and Veterans are encouraged to apply.

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