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Emergency Response Specialist (English & Spanish-speaking) - Day Shift

West Haven, Connecticut

At Northern911, we provide trusted, high-impact emergency call handling, fire dispatch, and emergency monitoring services that support communities across North America. Public safety agencies, technology partners, and connected-device providers rely on our team’s calm under pressure, professionalism, and ability to quickly gather and relay critical information during urgent situations. Our mission-driven culture is grounded in trust, urgency, innovation, and collaboration — creating an environment where you can grow, contribute, and make a meaningful difference every day.

Northern911 is a specialized emergency communications provider focused on answering, triaging, and routing 9-1-1 and emergency calls, dispatching fire services for rural and volunteer departments, and monitoring emergency alerts from connected devices, apps, and vehicles. Our APCO-certified telecommunicators help callers stay focused, gather essential details, and ensure every emergency reaches the appropriate police, fire, or medical agency quickly and accurately. In the many ways emergencies now reach us, we’re here to be a steady, reassuring presence when people need it most. If you’re energized by purpose-driven work and want to be a steady, supportive voice when people need it most, we’d be excited to welcome you to our team. Learn more at www.Northern911.com

What this role is about:
As an Emergency Response Specialist, you’ll be the calm, steady voice that helps guide people through their most critical moments. From life-threatening emergencies to urgent situations requiring immediate action, you’ll play a pivotal role in connecting callers to the right help — ensuring that assistance is dispatched with urgency and precision. Using advanced communication systems and clear protocols, you’ll gather vital information, relay it accurately, dispatch, and help coordinate the response that saves lives.

This role requires a calm demeanor, sharp attention to detail, and a deep sense of purpose — because you’ll be the lifeline connecting people in crisis to those who can help. With advanced technology, highly trained operators, and decades of proven experience, Northern911 ensures that every emergency call is answered quickly, accurately, and with care. Join a team trusted to deliver critical connections when every second counts — and make a real difference in the moments that matter most.

What you’ll do

  • Receive incoming calls for emergency accounts, determine emergency locations, and initiate transfer to the appropriate emergency agency in Canada, the United States, and US Territories as per standard call handling procedures on each account.
  • Be the critical link in emergencies — answering 911 calls as the secondary PSAP for fire calls, determining locations and key details, and dispatching fire personnel using standard procedures while coordinating with other emergency agencies to ensure rapid response.
  • Operate various computerized communication consoles, associated equipment, software and websites to receive, assess, and relay information from the public to emergency agency personnel in a courteous, accurate, and expedient manner.
  • Stay composed and positive, guiding interactions with the public, emergency response center, emergency agency personnel, and colleagues with clarity and care.
  • Stay current on procedures and best practices, participating in coaching and quality reviews to ensure consistently excellent performance.
  • Protect sensitive information with confidentiality and handle all communications with the highest level of discretion.  Be a team player, stepping in to assist colleagues and sharing your knowledge to help train and empower others.

What we’re looking for in our ideal candidate: 

  • Experience & Certifications: High School Diploma required. Prior experience in alarm monitoring, emergency services, or customer service is a plus, though we value other experiences that prepare you for this role. 
  • Composure & Empathy: Demonstrate a high level of integrity and sound judgment, maintaining a calm and clear demeanor while functioning under challenging emergency situations.
  • Exceptional Communication: Possess strong customer service skills, including active listening and conflict resolution. Ability to speak in a clear, well-modulated voice and accurately transcribe information while simultaneously giving instructions.
  • Technical Proficiency: Maintain a typing speed of twenty (20) words per minute and demonstrate the ability to quickly learn company-specific software and communication equipment.
  • Adaptable & Proactive: Thrive in a fast-paced environment and be comfortable shifting between tasks. Eager to receive feedback, embrace coaching, and proactively apply new learnings. Stay attentive and concentrated for extended periods, even when managing multiple tasks or priorities.
  • Collaborative Mindset: Exhibit strong teamwork skills, a desire to help others, and the ability to build cooperative working relationships with colleagues and the public. 
  • Bilingualism: This role requires fluency in English and Spanish to effectively support our diverse community.
  • Criminal Record Check: Applicants must submit a clean criminal record check prior to being employed.

Working Environment: 

  • General Office Environment: You'll be working in a general office environment.
  • Computer-Based Work: The role requires you to sit or stand at a computer for extended periods, with visual exertion and manual dexterity for computer work.
  • High-Security Site: Our site is highly secure, utilizing biometric and key card access, as well as alarm codes in some areas.
  • Recording & Restricted Electronics: Be aware that some areas have 24/7 video and audio recording. There are restrictions on the use of personal electronics, cell phones, and internet access in certain areas due to privacy reasons.
  • Exposure to Stressful Situations: Due to the nature of emergency calls, you may be exposed to emotionally disturbing experiences and interactions with people who are upset, angry, or unpredictable.
  • Shared & Scheduled Workspace: You will work in a shared workspace, operating on a 24/7 shift schedule that includes working on weekends and holidays.

What we offer: 

  • Competitive Pay & Benefits: A competitive hourly wage from $17.50 - $19.50 based on experience, with an additional $0.50 per hour for Spanish language skills.
  • Comprehensive Training Program: Our training program is designed to set you up for success through a structured, step-by-step approach. You’ll learn one service type at a time—mastering each stage before progressing to the next. This allows you to build confidence and competence as you go, supported by experienced trainers every step of the way.
  • A Fun & Vibrant Culture: A dynamic and fun work environment that celebrates a great team with events like staff appreciation parties, Telecommunicators Week, and summer BBQs.
  • Meaningful Mission: The chance to be part of a passionate and highly talented team solving one of the largest challenges globally.

If you're curious to learn more about Northern911, you can check out https://www.northern911.com/

Northern911 is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. 

Interested in the role but you don’t meet 100% of the requirements? We’d love to hear from you! We encourage you to apply; we’d be excited to see if your unique skill set and experience could be a match.

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