The Call Taker Experience

The Call Taker Experience: Words from our employees

Note: these points are derived from answers received by actual E-Comm call takers

The best part of being a 9-1-1 call taker:

• Acting as part of a larger picture working to keep the public safe
• Being the first point of contact for someone needing help
• Knowing you’re making a real difference in someone’s life
• Making a positive impact and helping people
• The job itself is very dynamic—no two days are the same

Skills that are essential for this position:

• Being a collaborative, team player
• Empathy and compassion
• Excellent listening skills and the ability to relay information
• Multitasking
• Reading between the lines and an investigative nature
• Adaptability
• Staying calm in high stress situations
• Resilience

Being a 9-1-1 call taker and an essential services employee can impact you personally and professionally:

• The shift work can make seeing friends and family difficult
• You will become a more patient person
• You start looking for the reasons why people do the things they do
• The job may offer you a new sense of calmness and maturity
• We come to work to help keep our communities safe when other people get to stay home

Advice for individuals thinking of applying for the call taker position:

• Practice your typing
• Be prepared to invest in learning the job and asking questions
• Feel comfortable knowing there is always something new to learn
• Not every call is “life or death” but understand that all call types can still be challenging
• Be open to mentoring and advice from mentors and teammates
• Approach the job with an open mind and no judgement
• This is not the kind of job you take for a pay check, this is something you have to really want to do