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911 Call Taker

2 months ago

Longmont, United States Life & Safety Full time
Overview

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. 

Today, our cutting-edge SaaS company is at the forefront of transforming the 911 emergency response continuum with next generation data-driven software. Intrado’s solutions allow enterprises, call takers, dispatchers, and first responders to make more informed decisions, respond quickly and safely, and ultimately serve their communities better. 


Responsibilities

Our Emergency Call Relay Center is currently seeking a 911 Telecommunicator.

This position will require individuals to be onsite at our Longmont office: 1601 Dry Creek Drive, Unit 250, Longmont CO 80503

We receive calls from all over the country, including Puerto Rico, Guam, American Samoa, the Northern Mariana Islands and the U.S. Virgin Islands and transfer them to the geographically appropriate PSAP. We handle approximately 20K calls per month and there is never a dull moment Our 911 TCs have their own dedicated desk space, access to our on site fitness center and cafe, and more.

To watch a video from the team and learn more about the role- click here: Meet Intrado's Emergency Call Relay Center (ECRC) (youtube.com) 

Critical incidents that our ECRC took calls for include:

  • Hurricane Irma
  • Hawaii Nuclear scare
  • Hurricane Matthew
  • Independence Day (you thought it was bad at your PSAP? Imagine dealing with it across the entire country)
  • Delmarva area earthquake
  • Nashville bombing
  • Hurricane Harvey
  • Superstorm Sandy
  • Boston Marathon bombing
  • Hurricane Isaias

Day to day responsibilities include, but are not limited to:

  • Receive incoming calls in the 24x7 Emergency Call Relay Center (ECRC) from citizens for emergency and non-emergency issues
  • Obtain information from callers and determine type of action to achieve successful problem resolution
  • Record citizen information (e.g. date, time, type of call, destination, etc) into the computer database ensuring 100% accuracy
  • Employ complex Graphical Information Systems (GIS) ensuring calls for service are relayed to the appropriate governmental jurisdiction
  • Observe computer screen for messages including messages from citizens requesting assistance and system alarms affecting the reliability of service
  • Notify appropriate company and governmental staff of problems and issues via telephone and paging systems
  • Team Interfaces/Customer Service – Establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided
    • Assist with performing quality reviews of services provided and department interactions by escalating work flow and communication issues to supervisor to help identify trends indicating the need to revise existing methods and procedures
    • Responsible for placing a high priority on providing quality customer service while continuously striving to improve the level of overall service provided to internal customer and client
    • Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided ensuring all customers (e.g. employees, client, departmental interfaces, etc.) are treated with respect and responded to in a timely and accurate manner
  • Other duties as assigned

Minimum Qualifications

Education

  • High School diploma required.
    • Associates degree in communication, business or similar field preferred.  Equivalent work experience in a similar position may be submitted for educational requirements.

Experience and Skills

  • One year experience in an emergency communications (9-1-1 Center) or similar environment (Police, EMT). 
  • 24/7 on call experience preferred
  • Basic knowledge of MS Word, Outlook, Excel and PowerPoint required
  • May be required to work varying shifts, including evening or overnight
  • Regular attendance, Schedule adherence, and Compliance with Attendance Policy
  • Bilingual in English and Spanish helpful but not required

Pay Range

USD $42,500.00 - USD $63,800.00 /Yr.