Emergency Dispatch Call Taker at Rescue.co

The Role

As an Emergency Dispatch Call Taker, you are the first voice our customers hear in an emergency. You will be calm in difficult situations, the voice of reassurance, and the critical first step in delivering lifesaving assistance. You will coordinate, communicate, and control the flow of information and action between people in distress, responders, and hospitals ensuring timely and effective outcomes.

This role requires quick thinking, empathy, and strong communication skills. While a medical background is an advantage, it is not required. What matters most is your ability to handle high-pressure situations, make fast, accurate decisions, and guide callers with professionalism and care.

Role Responsibilities

• Be the first point of contact for emergency callers; assess, prioritize, and act swiftly.
• Communicate with clarity, empathy, and confidence during critical moments..
• Use Rescue’s technology platform to track cases, optimize response, and document interactions.
• Provide pre-arrival guidance or reassurance to callers while maintaining composure.
• Follow all standard operating procedures / protocols and quality assurance guidelines.
• Report shift issues, trends, or escalations promptly to the Shift Lead or Dispatch Leadership.
• Learn from performance feedback and data insights to improve effectiveness.
• Uphold Rescue.co’s commitment to excellence, empathy, and timely response.

Requirements

• Must be fluent in Luganda, English and Swahili (written and spoken).
• Must be a Kenyan citizen or have the legal right to work in Kenya
• Experience in a dispatch, call centre, or customer service environment is preferred.
• Ability to remain calm and composed under pressure.
• Loud, articulate, and confident while on the phone. 
• Ability to follow protocols and strong problem-solving and listening skills to understand when to adjust or pause protocols given the circumstance. 
• Highly empathetic and caring – you are willing to go above and beyond when life, security and safety are on the line. 
• Low ego, and willing to raise issues immediately and ask for help. 
• A fast and eager learner ready for a challenge.  
• Interested and passionate about helping others. 
• Strong computer literacy and ability to adapt to new systems quickly.
• Able to type at least 35 words per minute accurately.