Alarm Monitoring Specialist

At Northern911, we provide trusted, high-impact emergency call handling, fire dispatch, and emergency monitoring services that support communities across North America. Public safety agencies, technology partners, and connected-device providers rely on our team’s calm under pressure, professionalism, and ability to quickly gather and relay critical information during urgent situations. Our mission-driven culture is grounded in trust, urgency, innovation, and collaboration — creating an environment where you can grow, contribute, and make a meaningful difference every day.

Northern911 is a specialized emergency communications provider focused on answering, triaging, and routing 9-1-1 and emergency calls, dispatching fire services for rural and volunteer departments, and monitoring emergency alerts from connected devices, apps, and vehicles. Our APCO-certified telecommunicators help callers stay focused, gather essential details, and ensure every emergency reaches the appropriate police, fire, or medical agency quickly and accurately. In the many ways emergencies now reach us, we’re here to be a steady, reassuring presence when people need it most. If you’re energized by purpose-driven work and want to be a steady, supportive voice when people need it most, we’d be excited to welcome you to our team. Learn more at www.Northern911.com

What this role is about:

The Alarm Monitoring Specialist is responsible for monitoring incoming alarm signals and responding promptly and accurately according to established protocols. This includes contacting designated keyholders, property owners (residential and commercial), and, when necessary, dispatching information to appropriate emergency services such as police, fire, or medical responders.

This role requires strong multitasking abilities, attention to detail, and the ability to remain calm and focused in high-pressure situations. Specialists must consistently follow company policies and procedures while delivering professional, clear, and empathetic customer service.

What you’ll do

• Process alarm signals quickly, accurately, and professionally, even in high-pressure situations
• Dispatch the proper authorities, verify that assistance is en route and notify subscribers.
• Maintain precise records of all alarm responses in our computer systems.
• Uphold the utmost confidentiality regarding sensitive information.
• Embrace new software and multitask effectively to complete various tasks.

What we’re looking for in our ideal candidate: 

• Experience & Certifications: Secondary School Diploma required. Prior experience in alarm monitoring, emergency services, or customer service is a plus, though we value other experiences that prepare you for this role. 
• Composure & Empathy: Demonstrate a high level of integrity and sound judgment, maintaining a calm and clear demeanor while functioning under challenging emergency situations.
• Exceptional Communication: Possess strong customer service skills, including active listening and conflict resolution. Ability to speak in a clear, well-modulated voice and accurately transcribe information while simultaneously giving instructions.
• Technical Proficiency: Maintain a typing speed of twenty (20) words per minute and demonstrate the ability to quickly learn company-specific software and communication equipment.
• Adaptable & Proactive: Thrive in a fast-paced environment and be comfortable shifting between tasks. Eager to receive feedback, embrace coaching, and proactively apply new learnings. Stay attentive and concentrated for extended periods, even when managing multiple tasks or priorities.
• Collaborative Mindset: Exhibit strong teamwork skills, a desire to help others, and the ability to build cooperative working relationships with colleagues and the public. 
• Bilingualism: This role requires fluency in English and either French or Spanish to effectively support our diverse community.
• Criminal Record Check: Applicants must submit a clean criminal record check prior to being employed.

Working Environment: 

• General Office Environment: You'll be working in a general office environment.
• Computer-Based Work: The role requires you to sit or stand at a computer for extended periods, with visual exertion and manual dexterity for computer work.
• High-Security Site: Our site is highly secure, utilizing biometric and key card access, as well as alarm codes in some areas.
• Recording & Restricted Electronics: Be aware that some areas have 24/7 video and audio recording. There are restrictions on the use of personal electronics, cell phones, and internet access in certain areas due to privacy reasons.
• Exposure to Stressful Situations: Due to the nature of emergency calls, you may be exposed to emotionally disturbing experiences and interactions with people who are upset, angry, or unpredictable.
• Shared & Scheduled Workspace: You will work in a shared workspace, operating on a 24/7 shift schedule that includes working on weekends and holidays.

What we offer: 

• Competitive Pay & Benefits: A competitive hourly wage starting at $19.64, with an additional $0.50 per hour for French or Spanish language skills. Full-time employees are eligible for a comprehensive benefits package and a pension plan.
• Comprehensive Training Program: Our training program is designed to set you up for success through a structured, step-by-step approach. You’ll learn one service type at a time—mastering each stage before progressing to the next. This allows you to build confidence and competence as you go, supported by experienced trainers every step of the way.
• A Fun & Vibrant Culture: A dynamic and fun work environment that celebrates a great team with events like staff appreciation parties, Telecommunicators Week, and summer BBQs.
• Meaningful Mission: The chance to be part of a passionate and highly talented team solving one of the largest challenges globally.

If you're curious to learn more about Northern911, you can check out https://www.northern911.com/

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Northern911 is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. 

Interested in the role but you don’t meet 100% of the requirements? We’d love to hear from you! We encourage you to apply; we’d be excited to see if your unique skill set and experience could be a match.