Emergency Response Specialist (English & Spanish-speaking) - Day Shift

Northern911 • West Haven, CT

16h • $18 - $20 • Onsite

About The Position

As an Emergency Response Specialist, you’ll be the calm, steady voice that helps guide people through their most critical moments. From life-threatening emergencies to urgent situations requiring immediate action, you’ll play a pivotal role in connecting callers to the right help — ensuring that assistance is dispatched with urgency and precision. Using advanced communication systems and clear protocols, you’ll gather vital information, relay it accurately, dispatch, and help coordinate the response that saves lives. This role requires a calm demeanor, sharp attention to detail, and a deep sense of purpose — because you’ll be the lifeline connecting people in crisis to those who can help. With advanced technology, highly trained operators, and decades of proven experience, Northern911 ensures that every emergency call is answered quickly, accurately, and with care. Join a team trusted to deliver critical connections when every second counts — and make a real difference in the moments that matter most.

Requirements

• High School Diploma required. Prior experience in alarm monitoring, emergency services, or customer service is a plus, though we value other experiences that prepare you for this role.
• Demonstrate a high level of integrity and sound judgment, maintaining a calm and clear demeanor while functioning under challenging emergency situations.
• Possess strong customer service skills, including active listening and conflict resolution. Ability to speak in a clear, well-modulated voice and accurately transcribe information while simultaneously giving instructions.
• Maintain a typing speed of twenty (20) words per minute and demonstrate the ability to quickly learn company-specific software and communication equipment.
• Thrive in a fast-paced environment and be comfortable shifting between tasks. Eager to receive feedback, embrace coaching, and proactively apply new learnings. Stay attentive and concentrated for extended periods, even when managing multiple tasks or priorities.
• Exhibit strong teamwork skills, a desire to help others, and the ability to build cooperative working relationships with colleagues and the public.
• This role requires fluency in English and Spanish to effectively support our diverse community.
• Applicants must submit a clean criminal record check prior to being employed.

Responsibilities

• Receive incoming calls for emergency accounts, determine emergency locations, and initiate transfer to the appropriate emergency agency in Canada, the United States, and US Territories as per standard call handling procedures on each account.
• Be the critical link in emergencies — answering 911 calls as the secondary PSAP for fire calls, determining locations and key details, and dispatching fire personnel using standard procedures while coordinating with other emergency agencies to ensure rapid response.
• Operate various computerized communication consoles, associated equipment, software and websites to receive, assess, and relay information from the public to emergency agency personnel in a courteous, accurate, and expedient manner.
• Stay composed and positive, guiding interactions with the public, emergency response center, emergency agency personnel, and colleagues with clarity and care.
• Stay current on procedures and best practices, participating in coaching and quality reviews to ensure consistently excellent performance.
• Protect sensitive information with confidentiality and handle all communications with the highest level of discretion. Be a team player, stepping in to assist colleagues and sharing your knowledge to help train and empower others.

Benefits

• Competitive Pay & Benefits: A competitive hourly wage from $17.50 - $19.50 based on experience, with an additional $0.50 per hour for Spanish language skills.
• Comprehensive Training Program: Our training program is designed to set you up for success through a structured, step-by-step approach. You’ll learn one service type at a time—mastering each stage before progressing to the next. This allows you to build confidence and competence as you go, supported by experienced trainers every step of the way.
• A Fun & Vibrant Culture: A dynamic and fun work environment that celebrates a great team with events like staff appreciation parties, Telecommunicators Week, and summer BBQs.
• Meaningful Mission: The chance to be part of a passionate and highly talented team solving one of the largest challenges globally.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED