911 Call Taker (level 2)
About The Position
Intrado is dedicated to saving lives and protecting communities, helping organizations prepare for, respond to, and recover from critical events. We support first responders by uniting fragmented communications into actionable intelligence—making sure the right information reaches the right place, at the right time. This role is for an experienced 9-1-1 professional looking for a role that allows them to continue making a powerful impact with less sustained pressure than a traditional PSAP. The Emergency Call Relay Center (ECRC) offers a unique alternative to traditional PSAP environments, focusing solely on call-taking without dispatching responsibilities. The role involves handling incoming nationwide and international 911 calls until location information is obtained, at which point the call is transferred. No additional guidance or instructions are provided to the caller, resulting in lower stress compared to PSAP call handling. The role offers a stable schedule with known days off and optional overtime opportunities, with no radio traffic, field unit coordination, or simultaneous call-taking and dispatching. Each employee has a dedicated personal workstation. This role is well-suited for professionals seeking relief from burnout while continuing to use their 9-1-1 skills in a meaningful way. The ECRC receives emergency and non-emergency calls nationwide, along with the U.S. territories and international locations, and routes them to the appropriate jurisdiction. While the work is important and engaging, the role is intentionally structured to provide a more predictable and manageable pace than many PSAPs, allowing professionals to do their best work over the long term.
Requirements
- High School Diploma required
- Minimum 1 year of 9-1-1 call handling or dispatch experience required
- Experience working in a 24x7 environment preferred
- Basic proficiency in Microsoft Word, Outlook, Excel, and PowerPoint
- Ability to work varying shifts, including evenings, overnights, and weekends
- Strong attendance and schedule adherence
Nice To Haves
- Associate’s degree in communication, business, or related field preferred
- Equivalent relevant experience may be considered
Responsibilities
- Receive incoming calls in the 24x7 Emergency Call Relay Center (ECRC)
- Gather essential information from callers and determine the appropriate routing
- Accurately document call details (date, time, nature of call, location, etc.)
- Use Intrado tools to ensure calls are transferred to the correct jurisdiction
- Receive and handle text message communications related to emergency situations
- Maintain strong teamwork and communication with peers and leadership
- Support service quality through adherence to procedures and escalation of concerns
- Provide respectful, professional service to all callers and partners
Benefits
- medical
- dental
- vision
- life and disability coverage
- paid time off
- a 401(k) retirement plan
- paid parental leave
- access to a robust library of personal and professional training resources
- employee discounts
- critical illness
- hospital indemnity
- access to legal support
- pet insurance
- identity theft protection
- an EAP (Employee Assistance Program) that includes free mental health resources/support
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
