Description
Answer and triage emergency and urgent calls, using location and directory tools to quickly route and dispatch help. Coordinate with police, fire, and EMS, provide pre-arrival guidance per protocol, and manage multi-agency communications. Assist vulnerable callers and users with disabilities, monitor critical systems, and maintain accurate records.
- • Answer and triage emergency and non-emergency calls, determining priority and incident type.
- • Verify caller location using ANI/ALI, GIS, and clarifying questions for addresses and landmarks.
- • Provide pre-arrival instructions per approved protocols (e.g., EMD/EFD/EPD).
- • Dispatch or transfer calls to police, fire, and EMS; coordinate multi-agency responses.
- • Monitor CAD, telephony, and radio indicators; initiate patches and conference calls as needed.
- • Use TTY/TDD, text-to-911, and language interpretation services to assist all callers.
- • Assist children, elderly, or disabled callers and guide them through safety steps.
- • Escalate abandoned, silent, or misdialed 911 calls with callbacks and welfare checks per policy.
- • Prioritize and interrupt channels to broadcast emergency traffic when warranted.
- • Activate alerting, paging, siren, and mass-notification systems per incident requirements.
- • Record detailed call notes, timestamps, unit statuses, and incident numbers in CAD.
- • Maintain and update responder rosters, contact directories, and geographic reference data.
- • Monitor alarm lines and automated emergency inputs; verify and dispatch appropriate response.
- • Relay situational updates between field units and other agencies while maintaining confidentiality.
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Last reviewed: Jan 2026
