911 Public Safety Telecommunicator Call Taker
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911 Public Safety Telecommunicator Call Taker
Salary
$41,774.67 - $69,795.03 Annually
Location
Norfolk, VA
Job Type
Permanent Full-time
Job Number
13344
Department
Emergency 911 Division - Norfolk Police Department
Opening Date
07/28/2025
Closing Date
8/7/2025 11:59 PM Eastern
Description
Benefits
Questions
Description
Norfolk, Virginia is America's most authentic and urban waterfront city. Home to the world's largest naval station and the business, arts, and cultural center of Coastal Virginia, Norfolk has been rated a top place to live, work, play, and raise a family by numerous publications. Working for the City of Norfolk is an opportunity to make a real difference in the lives of others. With our commitment to competitive pay and a strong retirement package, you can do good for your community and do well for yourself. Join a caring workplace that proudly celebrates uniqueness, authenticity, and a shared commitment to improving the lives of our residents.
Do you want to make a difference in your community? Would you find it rewarding to be a crucial link in the public safety chain? If you answered yes to these questions, then you may be a good fit for the City of Norfolk's 911 center. As essential staff members of our agency, Public Safety Calltakers are the first people that a caller interacts with when reporting emergencies in Norfolk. We are seeking a full time Public Safety Telecommunicator, Calltaker to join our Team!
Our 911 Calltakers receive extensive paid training to gain the knowledge, skills, and abilities that will allow them to be independent decision makers while adhering to established policies and procedures. Through continued training, our Calltakers can advance to the Public Safety Telecommunicator I, II, and III skillsets, and more. From their training, our staff is able to:
Answer 911 emergency and non-emergency calls from the community so police, fire, or EMS services may be dispatched.
Make lifesaving decisions and provide clear direction and advice, including pre-arrival medical instruction to callers reporting medical emergencies.
Norfolk employees are eligible for a comprehensive benefits package and as a member of a public safety agency this includes no-cost participation in a wellness program which provides massages, saltwater floats, sauna, gym use, and more. We value our first responders and care about their physical and emotional wellness.
Department Hiring Salary Range: $41,775 - $45,952
Video - Norfolk's 911 Telecommunicators (https://youtu.be/vaCuXakh0UI?si=LrUKuGaLO3BZ1yG_)
https://www.norfolk.gov/1208/Becoming-a-911-Telecommunicator
Essential Functions
Essential functions include but are not limited to:
Learns and responds to emergency and non-emergency requests by answering multi-line telephones, including 911 lines and computer-aided dispatch (CAD), determining the caller's needs, verifying information given by the caller and sending information to the dispatcher.
Provides additional assistance to the general public by searching wanted information, locating and/or referring phone numbers and addresses to appropriate departments, contacting outside agencies for assistance regarding mutual aid, power failures, gas leaks or other issues. Access federal, state, and local criminal databases for relevant information.
May perform other duties such as training employees, attend training classes, conduct tours and public outreach.
Type a minimum of 30 words per minute. Keyboard proficiency is required to effectively train and certify in this position.
Attend our in-house Public Safety Telecommunicator academy where you will attain the following certifications: Emergency Medical Dispatcher (EMD), Cardio-Pulmonary Resuscitation (CPR), Virginia Criminal Information Network(VCIN/NCIC), Department of Criminal Justice Services (DCJS) certification.
Train and certify on multi-line E911 and administrative phone lines and associated equipment.
Field stressful calls while entering information into computer aided dispatch system (CAD) for Police/Fire/EMS dispatch.
Ability to speak English clearly and effectively control a conversation with distressed callers.
Ability to read maps, reference books, technical manuals, medical cards, and related correspondence.
Work involves choices of actions within limits set by standard practices and procedures. Mature and professional judgment is required to apply the proper course of action.
Maintain communication with other departments which may involve decision-making for public safety purposes.
Ability to work with various local, state, and federal law enforcement agencies.
Education/Experience
Work requires knowledge necessary to understand basic operational and technical processes which may be obtained with six months/one year of advanced study or training past the high school equivalency. Level of knowledge equivalent to four years of high school or equivalency. Junior college, vocational, business, and technical or correspondence schools are preferred.
No experience required
Required:
This position requires the successful completion of the CritiCall 911 Dispatcher & Emergency Calltaker Test.
Attend our in-house Public Safety Telecommunicator academy where you will attain the following certifications: Emergency Medical Dispatcher (EMD), Cardio-Pulmonary Resuscitation (CPR), Virginia Criminal Information Network(VCIN/NCIC) and successfully pass.
Preferred:
Education related to Criminal Justice, Emergency Medical, or other related fields.
Ability to easily navigate a desktop computer and effectively direct customer service in a stressful environment.
Keyboard efficiency.
Additional Information & Requirements
Must be a United States citizen or have lived in the United States for the past 10 consecutive years.
Typing 30 WPM.
Must pass the Basic Telecommunicator's Academy, Cardiopulmonary resuscitation (CPR), Emergency Medical Dispatch, Virginia Criminal Information Network (VCIN) and National Crime Information Center (NCIC) certifications within six months of employment.
Normal visual acuity and field of vision and speaking.
Hearing must follow the National Emergency Number Association (NENA) guidelines.
Working Hours: Our staff works 12-hour shifts; Day shift starts at 7 a.m. and Night shift starts at 7 p.m. Day and Night shift rotates monthly. This position works 24 hours in the first week (Tues/Wed), 60 hours in the second week (Sat/Sun/Mon and Thurs/Fri) for a total of 84 hours in a two-week period. Operational needs of the department will dictate assignments and shift assignments.
Practice Typing Test:
If you'd like to brush up on your typing skills, here's a practice link you can use. https://thepracticetest.com/typing/tests/business-topics/
Please Note: While completion of the CritiCall test is a requirement for this position, the following practice test is provided solely for your preparation. It is not graded, and we do not have access to your results. This is not the official CritiCall test used for scoring during the hiring process.
Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.
Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.
Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.
Retirement
If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.
If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.
The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant's school of enrollment must be an accredited institution.
NOTE:
The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job @type.
Non-City
Positions listed with a job @type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.
01
The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification.
I understand and will answer the following supplemental questions completely and thoroughly.
02
Are you a current City of Norfolk employee?
Yes
No
03
If you were referred for this position by a current City of Norfolk employee, please provide the employee's full name, department, and job title. If not, please indicate by typing "N/A."
04
A keyboard typing test will be administered for this position. Please select the response that best describes your typing speed. 30 words per minute minimum is required for this position.
I do not @type
Less than 30 WPM
30-60 WPM
More than 60 WPM
05
Please select the highest level of education you have completed.
High School Diploma/GED
Some College (6 months or more)
Vocational/Technical Degree
Associate's Degree
Bachelor's Degree or higher
06
Have you taken courses in public safety, law enforcement, or fire/EMS, including any training through a vocational or technical program?
Yes
No
07
This position requires the ability to work a rotating schedule that includes nights, Saturday hours. Are you able and willing to accept this scheduling requirement?
Yes
No
08
This position requires the successful completion of the CritiCall 911 Dispatcher & Emergency Calltaker Test. This test will be sent to you for completion within 1 week of submitting your application. Do you understand this requirement?
Yes
No
09
This is an Essential Employee position. The hired candidate is required to report to work during inclement weather, emergency situations, shift work, or as staffing and business needs dictate. Are you willing and able to meet this requirement?
Yes
No
10
Are you a US or Naturalized citizen or have lived in the US for 10 consecutive years?
Yes
No
11
Please provide an explanation of any periods of unemployment that are 30 days or longer. Indicate N/A if you have not experienced any periods of unemployment.
12
A conviction (felony or misdemeanor) does not necessarily eliminate you from employment consideration. A criminal background check is conducted on all new hires. Failure to disclose all criminal convictions may result in disqualification from employment consideration or may result in dismissal from City of Norfolk employment if you have been hired. The nature of the offense; the time that has passed since the offense, conduct and/or completion of the sentence; and the nature of the job sought may be taken into consideration. Have you ever been convicted of a felony or a misdemeanor?
I have been convicted of a felony
I have been convicted of a misdemeanor
I have been convicted of a felony and a misdemeanor
I have not been convicted of a felony or a misdemeanor
13
If you answered, that you have been convicted of a felony and/or a misdemeanor, please provide an explanation including the city, state and date of the conviction. This excludes minor traffic violations such as speeding tickets.
14
Please indicate your veteran status. (A copy of your long form DD-214 may be required)
I am not a Veteran
I am a Veteran
I am a Disabled Veteran
Required Question
Employer
City of Norfolk
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