Telecommunicator I
This position is considered safety-sensitive per Lincoln County Personnel Policy and is subject to random testing while on duty.
Communications
FLSA: N
Grade: 12
JOB SUMMARY
This position is responsible for answering emergency and non-emergency calls and for dispatching appropriate personnel.
MAJOR DUTIES
- Receives and screens incoming emergency calls from the public and other user agencies; categorizes and prioritizes calls, including 911 calls.
- Determines and dispatches the appropriate emergency personnel to incident locations; provides emergency medical instructions to callers prior to the arrival of responders as needed.
- Receives non-emergency calls from the general public; gathers and forwards information to appropriate emergency service agency and county departments.
- Logs calls and maintains related records.
- Inquires, retrieves, and monitors data from DCI/NCIC databases; ensures compliance with rules and regulations.
- Maintains contact with emergency personnel in the field.
- Responds to drivers’ license and vehicle information requests.
- Participates in training exercises.
- Dispatches wrecker services and utility services to accident scenes and other calls for service.
- Provides customer service for non-emergency callers after hours.
- Provides customer service for non-emergency callers after hours.
KNOWLEDGE REQUIRED BY THE POSITION
- Knowledge of emergency communications principles and practices.
- Knowledge of DCI/NCIC policies and procedures.
- Knowledge of emergency dispatch procedures.
- Knowledge of radio and telecommunications equipment.
- Knowledge of CAD system functions and maintenance.
- Skill in the use of computers and job-related software programs.
- Skill in making decisions in high pressure and emergency situations.
- Skill in public relations.
- Skill in interpersonal relations.
- Skill in oral and written communication.
SUPERVISORY CONTROLS
The Communications Shift Supervisor assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.
GUIDELINES
Guidelines include NFPA standards, APCO International guidelines, International Academy of Emergency Dispatch guidelines, ADA regulations, OSHA regulations, HIPPA regulations, FCC regulations, and county and department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.
COMPLEXITY/SCOPE OF WORK
- The work consists of related emergency communications duties. The necessity of responding to unforeseen and emergency situations contributes to the complexity of the work.
- The purpose of this position is to receive emergency and non-emergency calls and to dispatch emergency service personnel as appropriate. Successful performance contributes to the efficient and effective response to emergency and life-threatening situations.
CONTACTS
- Contacts are typically with department personnel, representatives of emergency services agencies, representatives of other local governments, and the general public.
- Contacts are typically to give or exchange information, resolve problems, provide services, and motivate persons.
PHYSICAL DEMANDS/ WORK ENVIRONMENT
- The work is typically performed while sitting at a desk or table or while intermittently sitting, standing or stooping. The employee occasionally lifts light objects, uses tools or equipment requiring a high degree of dexterity, and distinguishes between shades of color.
- The work is typically performed in an office.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY
None.
MINIMUM QUALIFICATIONS
- Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with a high school education.
- Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.
- Possession of or ability to readily obtain DCI/NCIC certification.
- Possession of or ability to readily obtain a valid driver’s license issued by the State of North Carolina for the type of vehicle or equipment operated.
- Possession of or ability to readily obtain Priority Dispatch (AED), Emergency Fire Dispatch, Emergency Police Dispatch, and Emergency Medical Dispatch certifications.
