Senior Telecommunicator
About The Position
The Wake County Sheriff's Office is seeking candidates for our Senior Telecommunicator role to ensure the safety and well being of the citizens and visitors to Wake County. Be the voice that connects! Primary Duties: Serve as the front-line supervisor responsible for ensuring the effective daily operation of the Emergency Communications Center. Provide leadership, guidance, and oversight to Telecommunicators (Emergency Communications Officers) who receive and dispatch emergency (911) and non-emergency calls for service on behalf of the Wake County Sheriff’s Office, Wake County Animal Control and Wake County ABC Law Enforcement. Ensure accuracy, consistency and professionalism in call handling and dispatch functions while maintaining compliance with agency policies, state standards and credentialing requirements. Protect the public by fostering a professional, ensuring a supportive work environment, holding staff accountable, and ensuring that operations run efficiently under both routine and high-stress conditions. Strengthen responder safety and public trust by ensuring timely and reliable emergency communications services. Essential Functions: Supervise Emergency Communications Operations. Manage personnel scheduling and staffing. Monitor and evaluate employee performance. Oversee training and professional development. Enforce policies and procedures. Coordinate response to critical incidents. Maintain records and reports. Manage complaints and investigations. Support division leadership.
Requirements
- High school diploma or GED
- Three years of experience as a telecommunicator
- Knowledge of public safety communications center operations, emergency and non-emergency call handling, law enforcement dispatch procedures, CAD, radio operations, DCI/NCIC requirements, shift-level staffing practices, policy compliance, quality assurance expectations, training support, operational documentation, and continuity procedures
- Skill in supervising, coaching, evaluating, and documenting the performance of assigned personnel
- Skill in coordinating shift workflow, staffing coverage, resource priorities, operational problem resolution, and required notifications in a 24x7x365 public safety environment
- Ability to apply policies and procedures consistently, maintain confidentiality, communicate clearly with sworn and civilian personnel, partner agencies, and ECC management, and exercise sound judgment during high-liability, time-sensitive, or operationally complex incidents
Nice To Haves
- Current North Carolina Sheriff’s Education and Training Standards Basic Telecommunicator Certification, or equivalent industry certification that meets or exceeds this standard, such as IAED Emergency Telecommunicator Certification, NENA Telecommunicator Core Competencies or APCO Public Safety Telecommunicator I
- Current Division of Criminal Information certification for assigned access level, or ability to obtain required certification within the timeframe established by agency policy
- Completion of FEMA/NIMS ICS-100, ICS-200, ICS-300, ICS-700, and ICS-800, or ability to obtain within twelve months of appointment
- Current public safety communications supervisory or management certification, such as APCO Communications Center Supervisor, NENA Center Manager Certification Program, North Carolina PSAP Manager Certification, or equivalent recognized public safety communications leadership certification, or ability to obtain within twelve months of appointment
Responsibilities
- Serve as the front-line supervisor responsible for ensuring the effective daily operation of the Emergency Communications Center
- Provide leadership, guidance, and oversight to Telecommunicators
- Ensure accuracy, consistency and professionalism in call handling and dispatch functions while maintaining compliance with agency policies, state standards and credentialing requirements
- Protect the public by fostering a professional, ensuring a supportive work environment, holding staff accountable, and ensuring that operations run efficiently under both routine and high-stress conditions
- Strengthen responder safety and public trust by ensuring timely and reliable emergency communications services
- Manage personnel scheduling and staffing
- Monitor and evaluate employee performance
- Oversee training and professional development
- Enforce policies and procedures
- Coordinate response to critical incidents
- Maintain records and reports
- Manage complaints and investigations
- Support division leadership
Benefits
- Paid holidays
- Paid volunteer time
- Wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
