9-1-1 Call Taker/Dispatcher (Emergency Communications Specialist, Trainee)

Lee County Government•Fort Myers, FL

5d•Onsite

About The Position

Lee County Public Safety is seeking dedicated Emergency Communications Specialist, Trainee to join our Division of Emergency Communications. This role is ideal for individuals with experience in telecommunications, call center operations, or other fast-paced, high-stress customer service environments. If you excel at multitasking, staying calm under pressure, and helping people in urgent situations, we encourage you to apply. As an Emergency Communications Specialist, you will be a critical link between the public and emergency responders. You’ll answer 9-1-1 and non-emergency calls, gather essential information, provide life-saving instructions, and coordinate the dispatch of fire, EMS, and law enforcement units. This position requires strong communication skills, quick decision-making, and the ability to adapt to rapidly changing situations. All required certifications and training are fully department-funded.

Requirements

High school diploma or GED
Six months of experience in one of the following areas: Telecommunications, Call center or contact center operations, High-volume or high-stress customer service, Alarm monitoring or security dispatch, Transportation or utility dispatch, Hospital switchboard operations, Public service aide or 311 call screening
Successfully pass a Criminal Justice Information Services (CJIS) background check
Obtain all required certifications
Map reading familiarity
Strong communication skills
Comfort with computer systems

Nice To Haves

Preferred typing speed: 40 wpm

Responsibilities

Receive and process 9-1-1, emergency, and non-emergency calls
Gather and evaluate information quickly and accurately
Provide pre-arrival and post-dispatch instructions to callers
Prioritize calls and enter events into the Computer Aided Dispatch (CAD) system
Dispatch Fire, EMS, and Law Enforcement using advanced CAD and radio systems
Monitor responder status and maintain situational awareness
Analyze developing situations and take action to support responder safety
Coordinate mutual aid and outside agency assistance when necessary
Work closely with fellow call takers and dispatchers in a fast-paced, team-focused environment
Maintain confidentiality of caller and operational information
Deliver excellent customer service to the public safety community and the community at large
Support effective countywide coverage by reassigning units as needed
Achieve and maintain all required certifications, including: Emergency Medical Dispatch, Emergency Fire Dispatch, Emergency Police Dispatch, CPR certification, Florida DOH 911 Public Safety Telecommunicator certification
Participate in call-taking and Fire/EMS/Police radio training phases
Follow department policies and procedures to ensure consistent, high-quality service