An employee in this class serves as a Telecommunicator operating an enhanced 911 emergency system involving a network of complex equipment. This employee receives emergency and non-emergency calls for law enforcement, fire, and emergency medical service assistance. Duties include dispatching appropriate law enforcement, fire, and EMS personnel and equipment. Duties also include providing pre-arrival instructions to callers. This employee must respond calmly and effectively in emergency situations. Judgment is required to make quick decisions during emergencies. The complexity of work is noted in providing accurate and timely transmittal of emergency messages, which often involves difficult emergency situations that affect human safety and well-being. After an initial training period under close supervision, employees are assigned to a shift to receive calls and dispatch appropriate personnel in accordance with established procedures. Considerable tact and firmness must be exercised in obtaining information from distressed persons. Work is performed in accordance with standard departmental policies and procedures and is supplemented by specific instructions when necessary. Work is evaluated in terms of adherence to departmental policies and procedures and by accuracy and effectiveness of dispatching.
Operates emergency communication systems to receive, transmit and record messages for emergency medical services, County law enforcement, municipal police departments, volunteer and municipal fire departments, Department of Transportation, rescue squads, ambulance services, air ambulance services, public utilities, magistrate's office, animal control, wildlife services, and various human services agencies; receives complaints and requests for service by telephone or radio; obtains necessary information and dispatches appropriate personnel or officials and/or advises callers of proper contact for assistance or information.
Monitors and operates TDD telecommunications equipment to communicate with hearing-impaired callers.
Provides EMD level service when appropriate.
Informs emergency response personnel, local hospitals, rest homes, nursing homes, and county departments of severe weather warnings provided by National Weather Service and other agencies.
Maintains a computer log of complaints and services requested; maintains knowledge of location and activities of various emergency response personnel; prepares activity reports.
Cleans performs back-up and changes log tapes.
Receives and provides home and business alarms to law enforcement officials and firefighters, as requested; notifies key holders of activation of alarms.
Maintains computer log systems, changing tapes and cleaning heads daily; performs other routine maintenance of equipment and work area; coordinates repair of equipment through County staff or outside service vendors, as necessary.
Provides information and advice to the public as requested.
Performs other duties as assigned.
Familiarity with and ability to review and comprehend technology and standards, State and Federal regulations, and County and Departmental policies, procedures, strategies, and protocol;
Ability to operate a multi-line telephone console system, alerting system,TTY system for the deaf and hearing-impaired, and Next Generation 911 (Text to 911);
Ability to use split-ear techniques in order to listen and communicate with multiple sources at the same time;
Ability to learn and use basic dispatch codes, standard abbreviations, and industry terminology commonly used by emergency medical, fire services, and law enforcement agencies;
Ability to learn and operate the Division of Criminal Information (DCI) terminal to send and receive messages regarding criminal histories, vehicle identification, NCIC hot files, missing persons, license plate records, driver histories, and other related query systems;
Ability to learn and use NC AWARE (North Carolina's warrants repository for law enforcement);
Ability to use reasoning and logic to reach conclusions and approaches to problems;
Ability to prioritize dispatch based on the situations at hand;
Ability to establish and maintain effective professional relationships with co-workers;
Ability to work with citizens and emergency services personnel;
Must have an understanding of jurisdictional boundaries, in addition to roads, landmarks, public buildings, and waterways;
Must be able to think quickly and rationally and perform at optimum levels while working in extremely stressful situations; must provide accurate information and documentation;
Must have excellent communication skills, both oral and written, in addition to listening skills; ability to follow instructions; ability to spell correctly, and speak English proficiently;
Must have excellent reading and comprehension skills;
Must have excellent computer and keyboarding skills; no less than 35 wpm.
Ability to effectively use computer applications such as spreadsheets, word processing, calendar, e-mail, and database software;
Ability to demonstrate sound judgment; integrity; resourcefulness; accuracy; thoroughness and the physical condition commensurate with the demands of the position.
Possession of a High School Diploma or GED and six (6) months of work experience in a customer service field.
Must be a U.S. Citizen. (NCAC 10B .0300)
Must be at least 18 years of age. (NCAC 10B .0300)
Must possess a driver's license valid in the State of North Carolina.
Applicant must provide proof of graduation from high school or equivalent
Must be willing to work any shift assignment, holidays, weekends, and overtime.
Must be able to pass Pre-Employment Screening, including a thorough background investigation, psychological evaluation, and drug screening test.
Special Requirements:Must be able to obtain the following certifications/certificates within one (1) year of hire
- Division of Criminal Information (DCI)
- FEMA Independent Study Courses: IS-100.b, IS-200.b, IS-700.a, IS-800.b
- North Carolina Sheriffs' Education and Training Standards Telecommunicator Certification
- Cardio Pulmonary Resuscitation (CPR)
- Emergency Medical Dispatch (EMD – NC Office of Emergency Medical Services Reciprocity)
- Emergency Fire Dispatch (EFD)
- Emergency Police Dispatch (EPD);
Additional training as required.
Psychological: If you pass the background investigation, are made a conditional job offer, and accept it, you will then be scheduled to undergo additional psychological testing, a one-on-one psychological interview, and a mandatory drug screening. You must pass all of these tests and/or screenings before you can begin working.
