911 Call Taker (EMD)

Job Description

Job Description

Company Description

CareFlite is a 501(c)(3) nonprofit ambulance service sponsored by Baylor Scott & White Health, JPS Health Network, Methodist Health System, Parkland Health, and Texas Health Resources. CareFlite provides critical medical transport services by helicopter and ground ambulance, as well as non-medical transport services.

We are committed to delivering exceptional patient care, advancing clinical excellence, and supporting the communities we serve through innovative, compassionate care.

Position Summary

CareFlite is seeking highly motivated individuals to join our Communications team as a 911 Call Taker (Communications Specialist). In this role, you will serve as the first point of contact for emergency and non-emergency calls, gathering critical information and ensuring timely, accurate communication to support emergency response efforts.

This position offers a pathway for advancement to Dispatcher roles upon demonstrated proficiency.

Key Responsibilities

• Answer incoming emergency and non-emergency calls promptly and professionally
• Process 911 calls in accordance with IAED (International Academies of Emergency Dispatch) standards
• Accurately obtain and enter patient and incident information into Computer-Aided Dispatch (CAD) systems
• Support coordination of emergency responses by assisting dispatchers and communicating with field units and partner agencies
• Maintain accurate documentation of all air and ground unit activities
• Provide professional, courteous communication with patients, families, medical personnel, and team members
• Ensure compliance with safety standards, organizational policies, and regulatory requirements
• Demonstrate effective time management in a fast-paced, high-demand environment
• Participate in ongoing training and quality assurance programs
• Perform additional duties as assigned

Work Schedule & Environment

• Schedule: Shift work required, including nights, weekends, and holidays
• Overtime: May be required during emergencies or staffing shortages
• Environment: Fast-paced communications center with frequent interruptions
• Requires the ability to manage high call volumes and high-stress situations

Physical & Environmental Requirements

• Ability to sit for extended periods while maintaining focus
• Ability to multitask while speaking clearly on the phone
• Must maintain composure in high-stress, emotionally charged situations
• Ability to understand, retain, and apply verbal and written instructions
• Work in a fast-paced environment with frequent interruptions

What We’re Looking For

• Calm, confident communicators who can think quickly under pressure
• Strong attention to detail and accuracy
• Team players who collaborate effectively with dispatch and field operations
• Individuals committed to safety, professionalism, and patient care
• Desire to grow and advance within emergency communications

Why Join CareFlite?

• Opportunity to make a real impact in emergency response and patient care
• Clear career advancement pathway to Dispatcher roles
• Supportive team environment with ongoing training and development
• Mission-driven organization serving communities across North Texas

The selected candidate's anticipated start date will be on or around August 31

Minimum Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Strong verbal communication, interpersonal, and active listening skills
• Ability to multitask and remain composed under pressure
• Basic computer proficiency and ability to learn new systems

Required Certifications

• Must obtain Emergency Medical Dispatcher (EMD) certification within 3 months of hire
• Must successfully pass required testing (including critical exam and typing requirement: 30 WPM minimum)
• Must pass background check, drug screening, and required pre-employment testing

Preferred Qualifications

• EMT certification
• Knowledge of medical terminology
• Experience with CAD systems (Logis IDS preferred)
• Familiarity with:
  • Priority Dispatch / ProQA
  • Vesta 911 phone systems
  • ANI/ALI mapping or RapidSOS
  • Harris radio systems
• Knowledge of local geography, including healthcare facilities in the service area

All your information will be kept confidential according to EEO guidelines. The statements contained in this position description reflect the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered a detailed description of all the work requirements that may be inherent in the position.