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9-1-1 Call Taker/Dispatcher (Emergency Communications Specialist, Trainee)
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Lee County Government
Fort Myers, FL (In Person)
$41,600 Salary, Full-Time
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Job Description
Lee County Public Safety is seeking dedicated Emergency Communications Specialist, Trainee to join our Division of Emergency Communications. This role is ideal for individuals with experience in telecommunications, call center operations, or other fast-paced, high-stress customer service environments. If you excel at multitasking, staying calm under pressure, and helping people in urgent situations, we encourage you to apply. As an Emergency Communications Specialist, you will be a critical link between the public and emergency responders. You'll answer 9-1-1 and non-emergency calls, gather essential information, provide life-saving instructions, and coordinate the dispatch of fire, EMS, and law enforcement units. This position requires strong communication skills, quick decision-making, and the ability to adapt to rapidly changing situations. All required certifications and training are fully department-funded. What You'll Do Emergency Call Handling & Assistance Receive and process 9-1-1, emergency, and non-emergency calls Gather and evaluate information quickly and accurately Provide pre-arrival and post-dispatch instructions to callers Prioritize calls and enter events into the Computer Aided Dispatch (CAD) system Dispatch & Radio Operations Dispatch Fire, EMS, and Law Enforcement using advanced CAD and radio systems Monitor responder status and maintain situational awareness Analyze developing situations and take action to support responder safety Coordinate mutual aid and outside agency assistance when necessary Operational Support & Teamwork Work closely with fellow call takers and dispatchers in a fast-paced, team-focused environment Maintain confidentiality of caller and operational information Deliver excellent customer service to the public safety community and the community at large Support effective countywide coverage by reassigning units as needed Training & Certification Achieve and maintain all required certifications, including: Emergency Medical Dispatch Emergency Fire Dispatch Emergency Police Dispatch CPR certification Florida DOH 911 Public Safety Telecommunicator certification Participate in call-taking and Fire/EMS/Police radio training phases Follow department policies and procedures to ensure consistent, high-quality service What We're Looking For (Any equivalent combination of education and experience) High school diploma or GED Six months of experience in one of the following areas: Telecommunications Call center or contact center operations High-volume or high-stress customer service Alarm monitoring or security dispatch Transportation or utility dispatch Hospital switchboard operations Public service aide or 311 call screening Preferred typing speed: 40 wpm Background/Certification This role requires all candidates to successfully pass a Criminal Justice Information Services (CJIS) background check and obtain all required certifications. These requirements must be met during the probationary period, and continued employment is contingent upon maintaining CJIS clearance. Required After Hire Successful completion of call-taking and radio training Completion of all required certifications and licenses within prescribed timeframes Why Join Us? Emergency Communications Specialist, Trainee plays a vital role in protecting the safety and well-being of the public. You will be part of a dedicated team that makes a meaningful impact every day, supporting first responders and guiding callers through some of the most difficult moments of their lives. With comprehensive training, peer support, and a structured development pathway—including Qualified Dispatcher, Certified Training Officer, and Supervisor- you can build a long-term career in public safety. Compensation & Benefits Starting pay: $20.00/hr with automatic increases as you progress through training Tuition assistance, generous PTO, paid holidays, sick pool, and more Employee assistance programs and peer support services for stress management Advanced communications technology and high-quality facilities Work Environment & Expectations This position requires the ability to adapt to a dynamic, 24/7 emergency operations setting. Candidates must be willing to work 12-hour shifts, including days, nights, overnights, weekends, and holidays. Map reading familiarity, strong communication skills, and comfort with computer systems are essential. About the Department The Lee County Division of Emergency Communications is a vital part of Public Safety, serving as the first point of contact during emergencies for residents, visitors, and communities across the county. Our team ensures that fire, law enforcement, and EMS responders receive timely, accurate information so they can deliver effective help in the field. We operate advanced communication systems, follow national best practices, and provide comprehensive training to ensure our specialists are confident, prepared, and ready to support any emergency.