Emergency Communications Call Taker

City of Raleigh North Carolina • Raleigh, NC

18h • Onsite

About The Position

The Emergency Communication Call Taker position is devoted to emergency 911 telecommunications and non-emergency call taking. Incumbents perform semi-skilled and technical work in answering calls requesting emergency service; providing routine, non-technical information and referring all other inquiries; extracting call information, and when instructed providing pre-arrival instructions based on protocols. As assigned, incumbents may serve as lead workers, assigning work and monitoring work completion. Must be able to work nights, weekends, holidays, and report to work during emergency and disaster events including inclement weather.

Requirements

• High School diploma or G.E.D. equivalency
• Less than 1 year experience in emergency communications, or a related field OR Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted.
• CPR certification
• Ability to work nights, weekends, holidays, and report to work during emergency and disaster events including inclement weather.
• Ability to obtain and maintain certifications in the following: North Carolina Office of EMS Credentialing, Division of Criminal Information (DCI) and National Crime Information Center (NCIC) certification, Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD).
• Knowledge of standard practices, methods and materials of assigned work.
• Knowledge of practices and methods of coaching and leading the work of others (based on assignment).
• Knowledge of techniques and methods for organizing, prioritizing, assigning and monitoring work.
• Knowledge of business math concepts.
• Knowledge of filing and record-keeping principles.
• Knowledge of occupational hazards and applicable safety principles and practices.
• Knowledge of uses and properties of supplies and equipment.
• Knowledge of applicable federal, state and local laws, codes, regulations.
• Knowledge of customer service principles.
• Knowledge of specialized equipment relevant to area of assignment.
• Knowledge of modern office technology.
• Skill in obtaining and relaying pertinent and timely information.
• Skill in assessing response needs and prioritizing communication tasks.
• Skill in performing basic research and system queries.
• Skill in compiling and assembling data.
• Skill in coordinating deadlines, prioritizing work demands and assigning/monitoring work performed.
• Skill in providing directions to others in order to meet standards.
• Skill in providing attention to detail in assignments.
• Skill in proofreading and error correction.
• Skill in business math computations.
• Skill in organizing and maintaining records and files.
• Skill in maintaining and updating data and documentation.
• Skill in comprehending reference books and manuals.
• Skill in operating assigned tools and equipment.
• Skill in interpreting and applying applicable laws, codes, regulations and standards.
• Skill in providing customer service.
• Skill in utilizing a computer and relevant software applications.
• Skill in utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction.

Nice To Haves

• The City of Raleigh assists with obtaining these certifications: North Carolina Office of EMS Credentialing Division of Criminal Information (DCI) and National Crime Information Center (NCIC) certification Emergency Medical Dispatch (EMD) Emergency Fire Dispatch (EFD)

Responsibilities

• Receives and responds to emergency 911 and non-emergency public safety calls; obtains and records information provided by callers; prioritizes actions; provides pre-arrival instructions according to predetermined protocols.
• Receives general inquiries and provides routine, non-technical information; refers non-routine calls and requests to appropriate staff member or department.
• Enters, deletes, verifies and queries criminal justice information system data on behalf of law enforcement agencies; communicates pertinent system information to officers and agencies over phone as well as over the radio.
• Performs call back on disconnected calls; determines nature and location of issue and required services; and enters information in system as needed.
• Performs other duties of a similar nature and level as assigned.

Benefits

• Accommodations for individuals with disabilities are provided upon request.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED