Public Safety Communications Call Taker

Buncombe County•Asheville, NC

9d•Onsite

About The Position

Buncombe County Public Safety Communications is hiring full-time Public Safety Telecommunicators through a 16-week 9-1-1 Telecommunications Training Academy beginning January 25, 2027. The position is responsible for operating communications equipment to receive and screen emergency calls for the department. The communications center answers 911 and administrative calls and coordinates and dispatches responses from fire departments, law enforcement, and emergency medical services. The academy is scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m., in a classroom environment at 164 Erwin Hills Road. After successfully completing the academy, employees transition to semi-permanent 12-hour rotating shifts, either 0700–1900 or 1900–0700, under a Pitman schedule. Shift assignment depends on departmental needs; preferences will be considered but are not guaranteed. Candidates are assigned to a specific shift after training as they continue developing skills and working toward independent operational readiness.

Requirements

High school diploma or GED.
At least 18 years of age.
By the end of training, thorough knowledge of policies, procedures, processes, laws, ordinances, and regulations affecting public safety call-taking, and the ability to apply them appropriately.
Ability to use logic, critical thinking, and reasoning to solve problems and reach conclusions.
Ability to rapidly evaluate situations, establish priorities, resolve matters, and pass along information using sound judgment and decision-making.
Ability to follow stringent policies and procedures, maintain confidentiality, and handle sensitive information trustworthily.
Ability to communicate clearly, concisely, and effectively; relay details accurately; listen actively; and think and act quickly.
Ability to interact effectively with people from different social, economic, and ethnic backgrounds.
Ability to handle emergency, stressful, and high-pressure situations, including complaints and difficult situations, while remaining calm and tactful with hostile, confused, or emotional callers.
Ability to multitask under pressure.
Ability to read and interpret geographical spatial data and maps quickly and accurately.
Ability to operate computer systems and specialized software and enter data by keyboard with speed and accuracy.

Responsibilities

Receive and screen requests for emergency services.
Manage calls from distressed, autistic, hearing-impaired, elderly, angry, and foreign-language-speaking callers using appropriate call-handling techniques.
Obtain and verify caller information and location; determine the nature of incidents and gather available information, including automated data, social media information, text messages, images, and video.
Provide incident information to emergency services verbally and/or digitally.
Transfer calls to appropriate resources and conduct conference calls with entities such as poison control centers or helicopter dispatch.
Interpret sensor data to triage, prioritize, and categorize calls appropriately.
Document, prioritize, and sequence calls promptly, including with limited or no supervision.
Operate a computer workstation using multiple computer systems, computer-aided dispatch (CAD) software, geographical information systems (GIS), and recording systems.
Complete required training, certifications, competencies, continuing education, and career development.
Follow agency policies and procedures, account for departmental liability, and comply with federal disclosure and privacy laws.
Perform other related duties as assigned.