Hybrid Call Taker - Denver 9-1-1 en City and County of Denver

About Our Job

This application is for the October 21, 2025 Emergency Call Taker Academy.

Please apply as soon as possible, as this posting will close on August 8, 2025.

The rate of pay for this position is $29.00 an hour.

Denver's 9-1-1 Emergency Communications Agency is staffed by trained public safety professionals who handle both emergency and non-emergency calls, as well as dispatch police, fire, and paramedic resources. The 9-1-1 team works closely with Denver Police, Denver Fire, and Denver Health Paramedics to ensure the safety and well-being of residents, businesses, and visitors in the City and County of Denver.

The Denver 9-1-1 Communications Center is seeking dedicated and resilient individuals to join our team as 9-1-1 Emergency Call Takers. In this critical role, you will process a high volume of emergency and non-emergency calls and texts, gathering information quickly and entering it accurately into the Computer-Aided Dispatch (CAD) system. By using exceptional listening, interviewing, and problem-solving skills, you will assess the priority for Police, Fire, and Emergency Medical Services while adhering to established policies and procedures. If you thrive in a fast-paced environment, can maintain composure under pressure, and are passionate about public safety, we encourage you to apply.

The Denver 9-1-1 Emergency Communications Agency is a 24-hour, seven days a week operation, therefore, applicants must be able to work the following:

• 8, or 10-hour shifts.

• Day, Swing and Graveyard shifts.

• Weekends, holidays, and overtime on short notice.

Shift Differential Incentives:

• Swing shift (3:00 p.m. to 11:00 p.m.) receives an additional 7% above the current hourly rate of pay.

• Graveyard shift (11:00 p.m. and 7:00 a.m.) receives an additional 12% above the current hourly rate of pay.

Primary Communication Center: 12025 E 45th Ave, Denver, CO 80239

Back-up Communication Center: 950 Josephine St, Denver, CO 80206

Job Responsibilities will include:

• Serve as essential personnel, providing emergency and non-emergency telephone and text assistance for Police, Fire, and Emergency Medical Services (EMS).

• Respond to emergency and non-emergency calls promptly, maintaining professionalism and composure in high-stress or emotionally intense situations.

• Quickly and accurately collect and document critical information from callers in high-stress situations into the dispatch system, ensuring detailed call records are maintained.

• Provide emergency medical dispatch triage and lifesaving instructions over the phone when necessary.

• Process a high volume of emergency and non-emergency calls and texts under stressful and demanding conditions using the center’s computerized telephone system.

• Determine the nature of the call (Police, Fire, Medical, or multi-discipline) and, if medical attention is required, initiate Emergency Medical Dispatch (EMD) protocols immediately.

• Operate and navigate multiple computer systems, including Computer-Aided Dispatch (CAD), telephone systems, and mapping software, to process emergency and non-emergency calls efficiently.

• Assess situations quickly and independently to determine the appropriate emergency response.

• Adhering to department policies, procedures, and confidentiality requirements.

Our ideal candidate will have:

• Excellent Communication: Ability to speak clearly, listen actively, and relay information accurately.

• Strong Multitasking Abilities: Comfortable handling multiple tasks simultaneously in a fast-paced environment.

• Critical Thinking & Problem-Solving: Ability to assess situations and make quick, informed decisions.

• Emotional Resilience: Remain calm and professional under pressure, including during traumatic or distressing situations.

• Attention to Detail: Accurately document caller information and follow procedures precisely.

• Geographical Knowledge: Familiarity with the City and County of Denver’s streets, landmarks, and locations.

• Technical Proficiency: Skilled in learning and using various computer systems and software, including new technologies. Previous experience with dispatch software, multi-line phone systems, and radio operations.

• Team Player: Ability to collaborate effectively with colleagues and emergency responders.

• Background: One (1) year experience working in an emergency service dispatching position.

• Other Skills: Bilingual

Below are the minimum requirements used to determine eligibility for this position:

• Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.

• Experience Requirement: Two (2) years of public contact experience dealing with individual problems and applying policies, procedures, and or legal guidelines and one year of computer user experience in a Microsoft Windows computer operating system environment or comparable operating system.

• Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements.

• License/Certifications: Requires a CPR Certification before the end of academy training and successfully recertification as required by the National Academy of Emergency Medical Dispatch during the employment.

• Requires an EMD Certification issued by NAED before the end of academy training and successfully recertification as required by the National Academy of Emergency Medical Dispatch.

• Must pass an initial pre-security clearance screening and maintain CBI (Colorado Bureau of Investigation) certification as a condition of employment. Must take and pass some online test every two years to maintain certification.

• Licenses and certifications must be kept current as a condition of employment.

About Everything Else

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The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law. 

It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact [email protected] with three business days’ notice.

Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.

For information about right to work, click here for English or here for Spanish.