Telecommunicator
Performs intermediate technical work on an assigned shift dispatching law enforcement, fire, emergency medical service and non-emergency calls for service, does related work as required. Work is performed under the limited supervision of the Telecommunicator Supervisor.
Essential Job Functions
Operates emergency communications systems including multi-line 911 telephone system and computer aided dispatch system in the Emergency Communications Center to receive and transmit messages for County law enforcement department, municipal police departments, volunteer and municipal fire departments, animal enforcement, rescue squads, emergency medical services, etc.; receives and screens complaints and requests for service by telephone, computer terminal or radio; obtains necessary information, determines priority and classifies calls; dispatches necessary officials and/or advises callers of proper contact for assistance or information; assists emergency response personnel by providing directions, patient information and times via radio and sending pertinent information via facsimile machine.
Provides post-dispatch and pre-arrival instructions for medical calls for service as defined by the County adopted emergency medical dispatch protocols; provides post-dispatch and pre-arrival instructions for fire calls for service as defined by the County adopted emergency fire dispatch protocols.
Monitors and operates Telecommunication Device for the Deaf (TDD) to communicate with speech and/or hearing-impaired callers.
Operates a computer terminal connected to a network which includes various databases to obtain and enter information such as making DCI and NCIC entries and retrieving information from Department of Motor Vehicle database for law enforcement officers; corresponds with other law enforcement agencies through computer system; processes and maintains records of information obtained; receives training to utilize additional networks.
Maintains tangible computer records and logs of all calls and services requested with response times; maintains knowledge of locations and activities of various emergency response personnel; prepares activity logs and reports, including wrecker logs, NCIC logs, center checks log, briefing reports, bi-weekly trainee work summaries, etc.
Establishes and maintains a variety of tangible files, filing and retrieving information as requested or otherwise necessary.
Assure proper notifications are made on designated nature codes to proper off duty or on call emergency personnel.
Operates Reverse 911 system for public emergency notifications and call back requests of emergency personnel; conducts weekly tests and training to assure proper functioning of software.
Coordinates critical action in response to National Warning System, Nuclear Plant Warning System, severe weather reports, etc.
Performs routine maintenance and minor repairs on emergency communications equipment; maintains work area; reports repair needs to on duty supervisor or director.
Answers telephone and receives inquiries, providing information based on considerable knowledge of County programs and activities, or refers callers to appropriate personnel, as necessary, routes messages for Department personnel, as necessary.
Assist in training new employees; works directly with new employees throughout their training/probation period; completes and reviews reports on trainee's progress.
Maintains and monitors radio or telephone pager for on-duty communication purposes and scheduling needs.
Remains on call 24 hours a day for emergency situations; accepts assigned on call days for scheduling needs.
Performs other related work as required.
Minimum Training and Experience
High school diploma or GED and moderate experience in general clerical work including basic computer knowledge, or equivalent combination of education and experience.
Special Requirements
Valid driver's license in the State of North Carolina
DCI (Division of Criminal Information System) certification issued by the State Bureau of Investigation.
EMD (Emergency Medical Dispatch) and EFD (Emergency Fire Dispatch) Certification.
CPR and Telecommunicator Certification supported by the N.C. Sheriff's Commission.
Maintain a credible reputation as outlined by the N.C. Sheriff's Commission and the Emergency Communications Center for the Telecommunicator Certification.
Minimum Qualifications or Standards Required to Perform Essential Job Functions
Physical Requirements: Employee is required to have a medical physical completed before hire for certifications and to assure job performance. Must be physically able to operate a variety of machinery and equipment including computers, typewriters, calculators, telephone systems, radio communications consoles, facsimile machines, loggers, telecommunication devices for the deaf, etc. Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Physical demand requirements are more than those for Sedentary Work. Light Work usually requires walking or standing to a significant degree. However, if the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.
Data Conception: Requires the ability to compare and/or judge the readily observable, functional, structural, or composite characteristics (whether similar or divergent from obvious standards) of data, people or things.
Interpersonal Communication: Requires the ability to speak and/or signal people to convey or exchange information. Includes receiving instructions, assignments or directions from superiors and giving instructions, assignments, or directions to emergency responders.
Language Ability: Requires the ability to read a variety of reports, procedures, annexes, records, logs, maps, etc. Requires the ability to prepare reports, records, forms, logs, etc., using prescribed formats. Requires the ability to speak to people with poise, voice control and confidence.
Intelligence: Requires the ability to apply rational systems to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; to interpret a variety of instructions furnished in written, oral, diagrammatic or schedule form.
Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of technical or professional languages including computer, legal and medical terminology, and emergency response codes.
Numerical Aptitude: Requires the ability to utilize mathematical formulas; to add and subtract; to multiply and divide; to interpret graphs.
Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width and shape.
Motor Coordination: Requires the ability to coordinate hands and eyes rapidly and accurately in using communications equipment.
Manual Dexterity: Requires the ability to handle a variety of office equipment, communications equipment, control knobs, switches, etc. Must have minimal levels of eye/hand/foot coordination.
Color Discrimination: Requires the ability to differentiate between colors and shades of color.
Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress and when confronted with persons acting under stress and in emergency situations.
Physical Communication: Upon hire employee will be given a commercial hearing test and will re-test every other year or as deemed necessary. Requires the ability to talk and hear: (Talking: expressing or exchanging ideas by means of spoken words. Hearing: perceiving nature of sounds by ear.) Must be able to communicate via telephone, two-way radios, TDD, computer terminal and one to another.
Knowledge, Skills and Abilities
Working knowledge of the geographical layout of the County including political subdivisions, location of streets, important buildings, and other landmarks.
Working knowledge of the operation and location of law enforcement and emergency service units.
Some knowledge of the operation of two-way radio equipment and knowledge of related FCC (Federal Communication Commission) regulations.
Some knowledge of Standard Operating Procedures for an emergency communications center.
Skill in the operation of emergency communication equipment and computer systems and databases utilized by the Department.
Ability to exercise sound independent judgment and initiative in receiving messages, responding to emergency situations, and dispatching calls.
Ability to elicit information necessary for proper dispatching from persons who may be distressed.
Ability to exercise considerable tact and poise in obtaining information from distressed persons.
Ability to function normally always illustrating professionalism, even when operating under high stress.
Ability to read and interpret maps.
Ability to speak clearly, distinctly, and politely.
Ability to deal tactfully and courteously with the public.
Ability to maintain effective files, records, and reports.
Ability to establish and maintain effective working relationships as necessitated by work assignments.
Ability to remain on call 24 hours a day for emergency situations and scheduling needs.
Special Note: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.
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