911 Telecommunicator

Emergency Services Telecommunicator (911)

More Than a Job — It’s a Career Path

As part of our team, you’ll benefit from:

• Tuition reimbursement opportunities
• Career advancement pathways within EMS and emergency communications
• Competitive benefits, including Medical, Dental, Vision and 401(k) retirement plans
• Active 911 emergency response system serving local communities
• Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD) call-taking and operations
• EMD and EFD training and certification (only center in the county offering this)
  • We will pay for and help you get certified.
• Backup dispatch operations within the county system
• Fire dispatch services for fire departments
• Comprehensive in-house training and certification programs
• Disaster relief deployments and emergency coordination support
• Community involvement and outreach initiatives
• A mission-driven, patient-first culture

At Community Care Ambulance, the Emergency Services Telecommunicator is the critical first point of contact in the emergency response system. Telecommunicators are responsible for receiving emergency and non-emergency requests for service, prioritizing incidents, coordinating resources, and dispatching EMS and fire personnel to ensure rapid and effective response throughout the communities we serve.

As a legitimate and active Emergency Communications Center, our Telecommunicators handle Emergency Medical  Dispatch (EMD) calls daily, as the primary dispatch center for designated areas throughout the area. We are also the only communications center in the area that provides in-house training and certification for both Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD).

In addition to EMS communications, we also provide fire dispatch services for multiple fire departments, utilizing the Priority Dispatch System Emergency Fire Dispatch (EFD) protocols to ensure standardized, high-quality call processing and response guidance.

This is not simply a transportation dispatch position — this is emergency communications work that directly impacts patient outcomes, responder safety, and public safety operations.

This role is ideal for professionals who thrive in fast-paced, high-pressure environments and who can combine strong communication skills, critical thinking, and composure to make an immediate impact on patient and responder outcomes. Telecommunicators serve as the vital communication link between the public, field crews, hospitals, and emergency responders.

At Community Care Ambulance, the opportunity for growth is endless. We are committed to developing highly skilled emergency communications professionals through ongoing education, mentorship, and advancement opportunities. We offer tuition reimbursement, in-house training programs, and in-house certification opportunities designed to help employees build long-term careers within emergency services and public safety communications.

When we work together, we achieve our mission, and our patients receive the excellence they deserve and need.  Our mission drives out values.

About Community Care Ambulance

Community Care Ambulance is a non-profit, full-service EMS organization serving Northeast Ohio with a commitment to high-quality, patient-centered care. We provide 911 emergency response, interfacility transport, emergency communications, and disaster deployment services across the region.

Emergency Services Telecommunicator – Duties & Responsibilities

(The duties listed are not all-inclusive but represent essential functions of the role.)

Role Overview

As an Emergency Services Telecommunicator with Community Care Ambulance, you are responsible for receiving emergency and non-emergency calls, determining the appropriate level of response, dispatching emergency resources, and supporting field personnel through effective communication and coordination. This position plays a vital role in ensuring efficient emergency operations and high-quality service to the communities we serve.

Emergency Communications & Customer Service

• Receive and process emergency and non-emergency calls for service
• Prioritize incidents and dispatch appropriate EMS and fire resources
• Handle Emergency Medical Dispatch (EMD) calls using Priority Dispatch System Protocols Handle Emergency Fire Dispatch (EFD) calls using Priority Dispatch System protocols
• Maintain calm, professional, and compassionate communication with callers during high-stress situations
• Provide accurate information, guidance, and support to callers and responding personnel
• Monitor and coordinate field unit activity to support efficient emergency operations
• Communicate effectively with field crews, hospitals, allied agencies, and team members
• Maintain accountability for accurate call handling, dispatching, and communication procedures
• Operate communication systems, CAD software, radio equipment, and related technology
• Support daily communication center operations and system readiness

Documentation & Records Management

• Complete accurate and timely documentation of calls, incidents, and dispatch activity
• Maintain communication logs, incident records, and data entry requirements
• Generate reports and assist with administrative documentation as required
• Support billing-related clerical functions and operational recordkeeping

Daily Preparedness

• Ensure communication equipment and systems remain operational and response-ready
• Monitor resource availability and maintain situational awareness throughout shifts

Training & Meetings

• Attend required trainings, continuing education, and staff meetings
• Participate in EMD/EFD certification and professional development programs
• Participate in quality improvement initiatives and operational training exercises

Successful Candidates Will Demonstrate:

• Strong verbal and written communication skills
• Ability to multitask and prioritize in fast-paced environments
• Sound judgment and decision-making abilities
• Attention to detail and accurate documentation practices
• Ability to remain calm and composed during emergencies
• Professionalism, teamwork, and a customer-service mindset
• Commitment to public safety and patient-centered service

Minimum Qualifications

Education & Requirements

• Must be at least 18 years of age.
• High school diploma or GED required.
• Current Ohio EMT certification (or higher level certification) required.
• Valid Ohio driver’s license required.
• Must meet Community Care Ambulance insurability standards.
• CPR and First Aid certification required or the ability to successfully obtain certification upon hire.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.
• Ability to remain calm, professional, and effective during high-stress and emergency situations.
• Strong multitasking, critical thinking, and decision-making abilities.
• Ability to gather, prioritize, and relay accurate information in a fast-paced environment.
• Ability to maintain confidentiality and professionalism when handling sensitive information.
• Strong customer service and interpersonal skills when interacting with the public, emergency responders, healthcare facilities, and partner agencies.
• Ability to work independently while functioning effectively as part of a communications team.
• Basic computer proficiency and the ability to learn dispatch and telecommunications software systems.

Physical Demands

• Position requires sitting for extended periods while operating communication and computer equipment.
• Requires occasional bending, twisting, squatting, kneeling, reaching, and other repetitive movements associated with routine communications center operations.
• Visual acuity must meet standards necessary to safely perform essential job functions and may be corrected with prescription eyewear.
• Ability to hear and distinguish both low and high-frequency sounds, with or without hearing aids, sufficient to effectively operate telecommunications equipment and communicate with callers and emergency personnel.

Work Environment

• Communications center operates 24 hours per day, 7 days per week.
• Must be available to work rotating shifts, including evenings, weekends, holidays, overtime, and emergency call-in situations as needed.
• Work is performed in a fast-paced emergency communications environment requiring sustained attention, accuracy, and the ability to manage multiple priorities simultaneously.

Tools & Equipment Used

• Multi-line telephone systems
• Two-way radio communications equipment
• Computer-aided dispatch (CAD) systems
• Telecommunications and emergency communications equipment
• Standard office and computer equipment

The Emergency Services Telecommunicator must demonstrate the ability to effectively operate all communications and dispatch equipment necessary to perform assigned duties.

Supervision

Reports To:
Communications Supervisor