Public Safety Communications Call Taker
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 Communications Center answers 911 and administrative calls and coordinates and dispatches responses from fire departments, law enforcement, and emergency medical services. No prior experience is required. The position is responsible for the timely operation of communication equipment to receive and screen emergency calls. The first 16 weeks of training take place in a classroom-type environment Monday through Friday, 8 a.m. to 5 p.m., at 164 Erwin Hills Road. After successful academy completion, employees transition to semi-permanent 12-hour rotating shifts, either 0700–1900 or 1900–0700, on a Pitman schedule. Shift assignment depends on departmental needs; preferences are considered but not guaranteed. Buncombe County Government states that it values a diverse workforce and provides equal employment opportunities without discrimination based on protected characteristics. The County prohibits workplace harassment and discrimination.
Requirements
- High school diploma or GED.
- At least 18 years of age.
- By the end of the training period, 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, reasoning, judgment, and decision-making to evaluate situations rapidly, establish priorities, solve problems, and relay information as needed.
- Ability to adhere to stringent policies and procedures, maintain confidentiality, and act trustworthily when handling sensitive information.
- Clear, concise, and effective communication; accurate relaying of details; active listening; and the ability to think and act quickly.
- Ability to interact effectively with people of different social, economic, and ethnic backgrounds.
- Ability to handle emergency, stressful, and high-pressure situations, multitask, and remain calm and tactful with hostile, confusing, or emotional callers.
- Ability to read and interpret geographical spatial data and maps quickly and accurately.
- Ability to operate computer systems with specialized software and enter data by keyboard and software with speed and accuracy.
Responsibilities
- Receive and screen requests for emergency services, handling callers who may be distressed, autistic, hearing-impaired, elderly, angry, or speaking a foreign language.
- Obtain and verify caller information and location; determine the nature of the incident; gather available information, including automated data, social media information, text messages, images, or video; and relay information to emergency services verbally 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 with multiple 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, remain aware of departmental liability, and comply with federal disclosure and privacy laws.
- Perform other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
