Central Station Alarm Dispatcher-2nd Shift

Alarm Monitoring Operator / Central Station Alarm Dispatcher

Full-Time | 24/7 Monitoring Center | On-Site – Downtown Silver Spring, MD
2nd Shift Opportunity

About Emergency24

Emergency24 is a nationally recognized provider of professional alarm monitoring and emergency response services. With decades of experience supporting customers across the country, we are known for our reliability, long-standing customer relationships, and commitment to high-quality service.

We offer a stable work environment, supportive team culture, paid training, competitive benefits, and opportunities for long-term career growth in a critical, life-safety industry.

The Opportunity

Alarm Monitoring Operators, also known as Central Station Alarm Dispatchers, serve as the first point of contact during emergency and non-emergency alarm events.

In this role, you will respond to alarm activations, communicate with customers, alarm technicians, business owners, and emergency responders, and ensure the accurate and timely dispatch of police, fire, medical, and other emergency services.

This is a fast-paced, detail-oriented position where accuracy, professionalism, sound judgment, and calm communication are essential.

What Youll Do

- Respond to alarm activations and follow established procedures to verify and process events

- Handle a high volume of inbound and outbound calls

- Dispatch police, fire, medical, and other emergency services as required

- Communicate clearly and professionally with customers, emergency responders, alarm technicians, and other callers

- Answer questions regarding alarm activity, account information, and event history

- Work toward providing timely and effective resolution for customer inquiries

- Monitor alarm and related systems using Company software and technology

- Accurately document calls, alarm activity, actions taken, and account information in real time

- Follow established procedures, quality standards, and performance expectations

- Adhere to your assigned work schedule and maintain regular and reliable attendance

Qualifications

What Were Looking For

Skills & Qualities

- Strong customer service skills and a professional phone presence

- Clear speaking voice with good grammar and communication skills

- Strong listening skills and the ability to communicate effectively using appropriate tone, pace, and professionalism

- Courteous, patient, and helpful demeanor

- Ability to remain calm, focused, and professional under pressure

- Strong attention to detail and accuracy

- Ability to professionally handle difficult or distressed callers

- Reliable, punctual, and comfortable working within structured procedures

- Ability to learn new systems, follow instructions, and apply established processes

- Coachable and growth-oriented, with the ability to receive feedback and apply it quickly

- Basic computer skills and comfort working with multiple applications and screens

- Ability to multitask effectively in a fast-paced, 24/7 monitoring environment

Previous call center, customer service, dispatch, security, or alarm monitoring experience is highly preferred, but prior alarm monitoring or dispatch experience is not required. Paid training is provided.

Training & Job Requirements

- Approximately 8 weeks of paid, in-depth training

- Training schedule is Monday through Friday, 11:30 AM–8:00 PM

Upon successful completion of training, you will transition to the specific shift and schedule for which you were hired

- Training is full-time, 40 hours per week

- Training pay is $18.00 per hour

- High school diploma or GED required

- Must be at least 18 years of age

- Must successfully complete required background checks, integrity testing, and confidentiality requirements

- Must be able to work the assigned schedule, including nights, weekends, and holidays

Available Shifts (Full Time - 40 hrs/week)

- Wednesday, Thursday, Friday, Saturday & Sunday — 3:30 PM – 12:00 AM

Candidates should apply only if they are able to consistently work the schedule associated with the position for which they are being considered .

Compensation

- Starting pay: $18.00 per hour

- Monthly and quarterly incentive bonus opportunities

- Overtime opportunities may be available based on staffing and operational needs

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, commercial facilities, residential customers, and other public safety agencies.

The position requires continuous attention, sound judgment, rapid decision-making, accuracy, and reliable performance of essential duties. Errors or delays in processing alarm activity 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

- Ability to accurately read, interpret, and process information displayed on multiple computer screens, including addresses, alarm signals, account information, 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

- Ability to multitask, prioritize, and respond quickly, calmly, and accurately during urgent or life-safety situations

- Ability to work effectively during periods of high call volume, repetitive activity, and rapidly changing emergency situations

- Ability to maintain regular and reliable attendance, report to work on time, and remain available to perform assigned duties throughout the scheduled shift, as continuous staffing is essential to our emergency monitoring operations

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Benefits

Eligible full-time employees may have access to:

- Medical, dental, and vision insurance

eligibility after 90 days of employment

- Paid time off

- Monthly and quarterly incentive bonus programs

- Retirement plan options

- Paid training

- Career growth and advancement opportunities

Build a Career That Makes a Difference

Emergency24 operates around the clock because emergencies don't follow a traditional schedule. Our Alarm Monitoring Operators play an important role in helping protect people, homes, and businesses every day.

If you are dependable, detail-oriented, comfortable working in a fast-paced environment, and interested in building a career in the alarm monitoring and life-safety industry, we encourage you to apply.

Emergency24 is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to any characteristic protected by applicable federal, state, or local law.