911 Administrative Call Taker

The City of Durango is seeking a part-time 911 Administrative Call Taker to support our Durango Emergency Communications (911) Center. This role is ideal for someone who enjoys helping others, communicating clearly, and staying calm while handling a variety of requests. In this position, you’ll answer non-emergency calls from community members and partner agencies, gather important information, and route requests to the appropriate resources. You’ll play an important role in making sure urgent situations are identified quickly while providing respectful, accurate assistance for non-urgent needs.  

This role is currently an on-site position in Durango, Colorado with the potential to transition to a fully remote work arrangement in the future. A successful background check is required as part of the hiring process.

 City of Durango’s Trail to Excellence 
The City of Durango is a purpose-driven organization with more than 400 full-time and 300 part-time and seasonal employees across 15 departments, all working together to provide a wide range of services that keep our community running every day. From public safety and utilities to parks and recreation, our team is dedicated to delivering high-quality services that enhance the lives of all who live, work, and visit here. 

At the city, we focus on continually improving how we work and serve the community. This effort is called the Trail to Excellence (T2E), and every employee plays a part in it. Whether you work outdoors, in an office, or lead a team, your daily efforts connect to the city’s mission of providing excellent service and reaching the city’s vision of being a multigenerational community that is authentic, diverse, engaged, thriving, and environmentally responsible. The full details of this vision are outlined in the city’s strategic plan. 

As a member of our team, your work will be meaningful because: 

• Your ideas help shape citywide improvements. 
• The work you do ties directly into measurable goals. 
• You'll be part of a system that values collaboration, innovation, and results. 

We're looking for team members who share our core values of teamwork, dependability, professionalism, service, respect, innovation, and wellbeing — and who are excited to make a difference in the community we serve.What You’ll Do in This Role: 

• Answer non-emergency calls from the public and partner agencies, providing accurate information and assistance 
• Gather important details and decide whether calls need to be transferred to emergency dispatch 
• Enter and update information in the Computer Aided Dispatch (CAD) system while handling calls 
• Provide resources and solutions using internal databases and tools 
• Record interactions accurately to ensure smooth follow-up and coordination 
• Work closely with team members and supervisors to resolve inquiries 
• Maintain confidentiality and handle sensitive information with care 
• Communicate clearly, professionally, and courteously, including with upset or stressed callers

You Have:  

• A high school diploma or GED 
  
• At least one year of experience in customer service, administrative support, or a similar role  
  

You Will Succeed in This Role If You: 

• Listen carefully and communicate clearly 
• Are comfortable multitasking in a technology-driven environment  
  
• Work independently with focus, accuracy, and follow-through 
  
• Stay calm and professional while making thoughtful decisions
  

What We Can Offer You: The following perks are available for part-time and seasonal employees. 

• Free pass to the Durango Community Recreation Center and Chapman Hill Ice Rink and Ski Area 
  
• Free Transit pass 
  
• Eligibility to participate in the City’s Annual Wellness Challenge and a chance to receive prizes and cash rewards
  

To view the full 911 Administrative Call Taker job description, click here.