ESSENTIAL FUNCTIONS
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may be required and assigned.
Not all duties may be assigned to each position. The allocation of duties for this position will vary and will be highly dependent upon the certification obtained.
1.Answers emergency and non-emergency calls for service, which may be received through phone call, text, TTY, or over a radio channel from other agencies.
2.Extracts information through questioning, verbal cues, background noise, and other information received to inform responders of ever-changing situations.
3.Dispatches all calls to officers in the field, providing up-to-date and appropriate information, understanding sensitive information and priority.
4.Has knowledge of the 10 codes, appropriate Law Enforcement terminology, and other verbiage used by first responders.
5.Dispatches the appropriate units in the field to ensure the quickest and safest response to the situation based on the emergency level. Maintains contact with field units and completes safety checks on officers. Also, must maintain field-initiated calls given over the radio by field units.
6.Ascertains and reports critical information in life and death situations in a timely and calm manner. At times, these incidents may include but are not limited to: an active shooter, officer down, assaults, stabbings, shootings, and other high-stress call types.
7.Enters all information gathered and enters factual information into the CAD (Computer Aided Dispatch) for correct record keeping.
8.Maintains all information through the tow log, DCI, NCAWARE, CJLEADS, RMS, and any other system that is used through the communications department.
9.Enters wanted/missing persons, stolen items, seized vehicles, seized tags, etc., into NCIC. Checks for warrants and relays license and tag readbacks and any other required information.
10.Takes and dispatches all animal control calls.
11.Work with Public Works and Public Utilities to ensure after-hour emergencies are handled.
12.Correctly prioritize life and death calls along with non-emergency calls.
13.Position involves frequent public contact requiring firmness and decisiveness in obtaining information, strong communication skills, ability to perform data entry with speed and accuracy, and the ability to remain calm in stressful situations.
14.Other duties as assigned.
KNOWLEDGE SKILLS AND ABILITIES
?Ability to use GPS and GIS data relating to county landmarks, roads, and businesses.
?Knowledge of Computer Aided Dispatch (CAD) system functions, call types, and codes; knowledge of proper call entry for Law Enforcement dispatch.
?Ability to learn about other agencies working in conjunction with the 911 system.
?Ability to operate multi-line phone systems and emergency alert systems and enter case information into local and national databases.
?Ability to think and act quickly, accurately, and calmly in emergency/stressful situations and handle traumatic details/information related to service calls.
?Ability to use active listening and detect if callers are under duress or threat.
?Ability to calm callers in need so they can gather the necessary information to give responders; remaining composed and controlling their own emotions.
?Ability to write in grammatically correct and concise English.
?Ability to communicate clearly on the radio and on the phone in English to give clear directions, addresses, and instructions to first responders or callers.
?Ability to complete accurate data entry and prepare accurate and concise records and reports.
?Ability to prioritize calls by the level of importance, recognizing the difference between emergencies and non-emergencies.
?Ability to multitask between receiving a call, locating, and dispatching the nearest emergency services in a high-paced environment.
?Ability to work and collaborate with a variety of professionals, such as law enforcement, firefighters, paramedics, and supervisors.
?Ability to take instructions, suggestions, and constructive criticism from supervisors, law enforcement, and other dispatchers well.
?Ability to maintain accurate records and track/remember multiple calls simultaneously.
?Ability to interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations.
?Skill in promoting a culture of teamwork and communication by working in collaboration, treating coworkers with respect and dignity, and maintaining an open mind to diverse voices and ideas.
?Ability to maintain objectivity and professionalism at all times, ensuring assistance is given to the caller or officer regardless of personal biases or feelings.
?Skill in organizational and time management to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority.
?Ability to demonstrate the highest degree of ethics, professionalism, and integrity both individually and working in a team environment.
?Ability to perform detailed work accurately and independently in compliance with stringent time limits requiring minimal direction and supervision.
?Knowledge of computer software, including word processing, spreadsheets, and database applications, consistent with this position.
?Ability to perform mathematical calculations required of this position.
?Ability to apply sound judgment and discretion in performing duties, resolving problems, and interpreting policies and regulations.
?Ability to maintain effective working relationships with individuals within and outside the organization.
?Ability to maintain strict confidentiality regarding citizens and other staff at all times.
?Ability to work the allocated hours of the position and respond after hours as needed.
?Ability to analyze facts and to exercise sound judgment in arriving at conclusions.
?Ability to use good judgment and effectively solve problems.
?Ability to work 12-hour shifts, nights, weekends, holidays, emergencies, and on an overtime call-in basis.
PHYSICAL AND WORK ENVIRONMENT
The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law. Employees needing reasonable accommodation should discuss the request with their supervisor.
- This work requires the occasional exertion (lift) of up to 25 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle, or feel, and repetitive motions, and occasionally requires walking, stooping, kneeling, crouching, or crawling and reaching with hands and arms.
- Work has standard vision requirements with extended focus on telecommunications systems, requiring reading information being shared or entered.
- Vocal communication is required for expressing or exchanging ideas by means of the spoken word.
- Hearing is required to perceive information at normal spoken word levels; a headset is placed on one ear for incoming calls while the other ear listens for cues within the center’s environment and shared dispatching.
- Must be able to hear through one ear in a headset and the other ear at the same time for cues within the center and shared dispatching.
- Able to view all systems and read the information being shared or entered.
- Work requires preparing and analyzing written or computer data and observing general surroundings and activities.
- Work has no exposure to environmental conditions.
- Work is generally in a moderately noisy office setting (e.g., business office, light traffic).
- May require communicating with persons who are hostile, aggressive, abusive, or violent, posing threatening conditions.
Telecommunicator I
MINIMUM REQUIRED QUALIFICATIONS
- Be a high school graduate or have passed the General Educational Development Test, indicating high school equivalency.
- Be a citizen of the United States
- Must be at least 21 years of age
- Be of good moral character
- Type accurately and precisely at a minimum of 40 words per minute.
- Must be able to pass the necessary physical requirements as set forth by the North Carolina Sheriffs’ Standards Commission.
- Must have or be able to obtain the NC Sheriffs’ Standards certification within a year of employment.
PREFERRED QUALIFICATIONS
- Previous experience in emergency services dispatching.
OTHER REQUIREMENTS
- Must successfully pass pre-employment department background investigation, including required physical and hearing tests, drug screen, and psychological examination. Failure to pass these will result in the employment offer being rescinded.
- Obtain Division of Criminal Information network operator certification for Modules 1, 2, 3, and 7.
- Must have attended a 48-hour basic telecommunications course and successfully pass the state exam within 12 months of being hired.
- Must be able to become certified in CJLEADS, NCAWARE, RMS, and DCI.
Telecommunicator II
MINIMUM REQUIRED QUALIFICATIONS
- Be a high school graduate or have passed the General Educational Development Test indicating high school equivalency
- Be a citizen of the United States
- Must be at least 21 years of age
- Be of good moral character
- Type accurately and precisely at a minimum of 40 words per minute.
- Must be able to pass the necessary physical requirements as set forth by the North Carolina Sheriffs’ Standards Commission
- Two (2) years’ experience in emergency services dispatching
- Must have or be able to obtain the NC Sheriffs’ Standards certification within a year of employment
PREFERRED QUALIFICATIONS
- Previous experience in emergency services dispatching
- NC Sheriffs’ Standards Certification
OTHER REQUIREMENTS
- Must successfully pass pre-employment department background investigation, including required physical and hearing tests, drug screen, and psychological examination. Failure to pass these will result in the employment offer being rescinded.
- Obtain Division of Criminal Information network operator certification for Modules 1, 2, 3, and 7.
- Must have attended an intermediate telecommunications course and successfully passed the state exam.
- Additional Town requirements for the promotional process as outlined by the Town.
