General Statement of Duties

Performs responsible telecommunications and varied clerical work for the public safety functions of the Town. Emergency telecommunicator experience preferred.

Distinguishing Features of the Class

An employee in this class receives incoming routine and emergency calls, dispatches and maintains contact with police units, and dispatches or calls for rescue, fire, and mutual aid as required. Operates computer-aided dispatch equipment (CAD) and a computer terminal connected to the Division of Criminal Information (DCI), NC Aware System, and the National Crime Information Center. Work also involves the performance of detailed record keeping, monitoring public and private alarms, and typing and filing of police reports. Work requires frequent public contact, which requires tact, firmness and decisiveness, and judgment in obtaining necessary information from people who are under extreme stress and choosing appropriate courses of action. Work is performed in accordance with departmental policy and state and federal law, supplemented with specific directions from sworn personnel. Work is normally performed under the supervision of the telecommunications supervisor and is evaluated through observation, monitoring of radio communication, discussion, and review of reports.

Employee Values: Employees of the Town of Wake Forest are expected to uphold and exhibit the Town’s shared employee values of caring, commitment, character, and collaboration.

Duties and Responsibilities
Essential Duties and Tasks

Receives routine and emergency telephone calls and personal requests for assistance concerning crimes, fires, rescue needs, or general information.
Identifies the location of callers to choose and dispatch the proper law enforcement, fire, or rescue department or unit; transfers appropriate calls to the 911 system.
Operates a variety of electronic equipment to maintain contact with police, fire, and rescue personnel and other law enforcement units; chooses which police unit to dispatch based on the location of the caller; dispatches officers to answer requests for assistance using computer-aided dispatch (CAD); provides information about the situation as it develops and/or background information from the DCI system.
Operates a computer terminal connected with the Division of Criminal Information and the National Crime Information Center to obtain driver's history, vehicle registration data, and criminal record information.
Maintains communications logs and reports, including the nature of calls, actions taken, and the times involved.
Answers emergency utility calls and routes them to the appropriate department or on call person.
Ability to monitor the dispatch of volunteer fire and rescue by Raleigh/Wake 911; transfers appropriate calls to County Sheriff or state patrol.
Monitors activities of officers on patrol and makes radio contact to ensure safety.
Types information into the CAD systems.
Enters and removes warrants and other DCI items.
Serves as the after hours contact for the electrical department for customers who have had their power disconnected.
Prints photos of offenders for officers.
Monitors GPS computer.
Maintains records of electrical, water and sewer call outs.
May compile information from police reports for periodic state, local and federal reporting purposes.
May maintain case files, type police reports, and make copies of accident and related reports for the public.
Performs other related duties as required.

Recruitment and Selection Guidelines

Knowledge, Skills, and Abilities

Considerable knowledge of the operation of an electronic radio and telecommunications systems and related Federal Communications Commission regulations.
Working knowledge of the functions, practices and procedures of the Police Department, fire departments, and emergency rescue units.
Working knowledge of the physical layout of the town.
Ability to accurately receive and transmit radio communications.
Ability to assess people and situations, to apply sound judgement, to remain calm under stressful conditions and to elicit sufficient and essential information for dispatching and assisting field personnel.
Ability to deal with citizens with firmness and tact.
Ability to speak clearly and distinctly.
Ability to maintain accurate and complete work activity records and files, including operating computer terminals.

Desirable Experience and Education
High School graduate or GED required and two years of experience as radio or telephone switchboard operations, dispatching, public contact, or clerical/technical work experience with proficiency in typing a minimum of 30wpm and/or computer keyboard techniques and skills.

Special Requirement
Must have or be able to be certified by the State of North Carolina as a DCI Operator within a reasonable time of appointment in this class.

Special Note: This generic class description gives an overview of the job class, its essential job functions, and recommended job requirements. However, for each individual position assigned to this class, there is available a completed job questionnaire with a physical abilities checklist which can give further details about that one specific position. Those documents should be reviewed before initiating a selection process. They can provide additional detailed information on which to base various personnel actions and can assist management in making legal and defensible personnel decisions.Physical Requirements

Must be able to physically perform the basic life operational functions of stooping, reaching, lifting, fingering, grasping, talking, and hearing.
Must be able to perform light work exerting up to 20 pounds of force occasionally; up to 10 pounds of force frequently; and a negligible amount of force constantly to move objects.
Must possess the visual acuity to operate computer equipment and maintain and review manual written records.

Town of Wake Forest

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Telecommunicator