Alarm Monitoring Operator / Central Station Alarm Dispatcher

Job DetailsJob Location: Des Plaines, IL 60018Position Type: Full TimeEducation Level: High SchoolSalary Range: $18.00 - $20.00 HourlyTravel Percentage: NoneAbout Emergency24 Emergency24 has been a trusted leader in emergency response and professional monitoring services for over five decades. We are proud to be a family-owned and operated company headquartered in the Chicago suburbs. With a strong commitment to reliability, integrity, and service, we’ve earned the trust of clients and partners nationwide. Currently hiring 2nd and 3rd shift. Must have availability during the following hours: 2md shift hours are between (2:00pm - midnight), 3rd shift hours are between (11:00pm - 9:30am). Training is about 6-8 weeks during the day (M-F 7:30am - 5:00pm) before starting 2nd or 3rd shift.   The Opportunity Emergency24 is seeking an Alarm Monitoring Dispatcher Emergency Responses to serve as the first point of contact during emergencies. In this role, you’ll play a vital part in protecting lives and property by responding quickly and accurately to fire, burglary, panic, and medical alarms. Dispatchers are the heartbeat of our operation, ensuring that emergency responders get the information they need—fast. In this role, you will respond to alarm activations by calling the premises to verify the validity of alarms.  You will answer continuous calls from customers and clients regarding alarm activations, and you are responsible for answering questions from end users, alarm techs, and business owners, and dispatching alarms to Police and Fire departments throughout the region and country.  You strive to provide one-call resolutions for callers and answer questions regarding alarm history and events.   Key Responsibilities Respond to alarm activations and dispatch police, fire, or emergency personnel nationwide. Handle a high volume of inbound and outbound calls while following established scripts and protocols precisely. Monitor alarm and video systems using Emergency24’s advanced technology. Maintain a calm, professional demeanor while managing urgent, high-stakes situations. Support customers, subscribers, and team members with alarm management. Meet performance expectations for accuracy, timeliness, and call handling. QualificationsYour Experience Preferred Background: No previous dispatch experience required—we provide paid in-house training (approximately 8 weeks). Previous experience in customer service, call centers, or roles requiring strict adherence to scripts/processes is highly preferred.   About our 8 Week Training Program:  We offer PAID training for approximately 8 weeks.   During the first 30 days, you must be able to train on-site during the day: 7:30am - 5:00pm, Monday through Friday.  After the training you will be working a Second Shift   Qualities & Skills for Success: Dependable Transportation for reliable attendance  Clear, professional verbal communication skills—able to speak calmly, confidently, and precisely. Detail-oriented and accurate—accuracy is critical in emergencies. Dependable and punctual—excellent attendance and adherence to schedules. Coachable and growth-oriented—takes feedback and applies it quickly. Calm under pressure—can stay composed and focused during emergencies. Professional, friendly, and able to work with a variety of people and personalities.   Certifications & Requirements: Minimum 18 years of age; High school diploma or GED required. Must pass integrity/aptitude test, fingerprint background check (Illinois Dept. of Professional Financial Regulation), and sign a confidentiality agreement. PERC Card preferred (training provided if not held).     Work Environment This position is based at our Des Plaines, IL headquarters and requires in-person presence to support 24/7 monitoring operations. Shifts include nights, weekends, and holidays, with opportunities for overtime. Essential Nature of the Position This position performs safety-sensitive work within a 24-hour emergency monitoring center. Employees are responsible for receiving, evaluating, and processing emergency alarm signals and coordinating responses involving fire departments, law enforcement, emergency medical services, schools, commercial facilities, residential customers, and other public safety agencies. The position requires continuous attention, sound judgment, rapid decision-making, and uninterrupted performance of essential duties. Errors, delays, or an inability to effectively perform essential job functions may adversely impact emergency response, customer safety, coworkers, or the public. Physical, Cognitive & Work Requirements Ability to sit or stand for extended periods while continuously working at a computer workstation. Ability to speak clearly, listen attentively, and communicate effectively for prolonged periods, including with customers, emergency responders, and public safety agencies. Ability to accurately read, interpret, and process information displayed on multiple computer screens, including small text, maps, addresses, alarm signals, and other critical information. Ability to simultaneously operate multiple computer applications, monitors, keyboard, mouse, telephone, headset, and other communication equipment while maintaining speed and accuracy. Ability to accurately input and document information in real time while actively communicating with callers. Ability to maintain sustained concentration, alertness, situational awareness, sound judgment, and attention to detail throughout the shift, including during repetitive tasks, high call volume, and rapidly evolving emergency situations. Ability to multitask, prioritize, and respond quickly, calmly, and accurately to urgent or life-safety events, including fire, burglary, panic, medical emergencies, active shooter events, and other critical incidents. Ability to maintain regular and reliable attendance, report to work on time, and remain at the assigned workstation throughout scheduled shifts, as uninterrupted staffing is essential to supporting continuous emergency monitoring and life-safety operations.   Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.