Telecommunications Administrative Officer

Harnett County•Lillington, NC

1d•Onsite

About The Position

An employee in this position performs supervisory, communications, and varied administrative work in support of Harnett County’s 911 communications center. The role includes scheduling personnel, drafting policies and procedures, entering domestic violence protection orders into the computer system, addressing complaints, assisting with staff training, and performing telecommunications work as needed. The employee serves as the Department’s Terminal Agency Coordinator (TAC), ensuring Division of Criminal Information (DCI) entries are complete, valid, and current; training and certifying DCI users; monitoring certification expirations; administering tests; working with auditors on validations and compliance; and tracking law enforcement officers’ certification dates. The position also supports research, reporting, recordkeeping, and information exchange, including work in the Emergency Operations Center when activated. When needed because of staff shortages or emergencies, the employee serves as a Telecommunicator, operating electronic equipment and computer-aided dispatch systems, dispatching calls for service, maintaining contact with law enforcement and fire/rescue personnel, and using Emergency Medical Dispatch protocols to provide instructions. The employee also reviews 911 complaints, responds to public requests for information, attends training, and performs other related duties as assigned.

Requirements

High school diploma or equivalent, or equivalent education and/or experience.
Four years of work experience in telecommunications and dispatching using the Division of Criminal Information system, including some supervisory experience, or equivalent education and/or experience.
North Carolina DCI Operator certification, or ability to obtain it within the required time frame.
TAC/A-TAC training and certifications.
Certifications in EMD, EPD, EFD, and required NIMS modules, or ability to obtain them within a reasonable time after hire.
Knowledge of Division of Criminal Information System policies and procedures.
Knowledge of electronic radio and telecommunications system operation and related Federal Communications Commission regulations.
Knowledge of the functions, practices, and procedures of the Sheriff Department, Fire Department, Emergency Rescue units, and other law enforcement agencies.
Knowledge of the physical layout of the County.
Skill in operating computers and entering data accurately.
Skill in communicating tactfully and firmly with the public.
Ability to accurately receive and transmit radio communications; assess people and situations; apply sound judgment; remain calm under challenging conditions; and elicit essential information for dispatching and assisting field personnel.
Ability to relay policies, procedures, and updates to all staff using the DCI system.
Ability to speak clearly and distinctly and maintain accurate, complete work activity records and files, including operating computer terminals.
Ability to perform sedentary work and occasionally exert up to 10 pounds of force to move objects, along with the listed physical activities and visual acuity demands.

Responsibilities

Serve as the Department’s Terminal Agency Coordinator and verify that DCI entries are complete, valid, and current.
Ensure DCI system users through the Sheriff’s Department are trained and certified; monitor certification expirations, administer tests, and track law enforcement officers’ certification dates.
Work with auditors on DCI validations and compliance issues.
Perform research and reporting tasks for the Communications Division and maintain records and files.
Enter domestic violence order information into DCI.
Attend monthly DOT meetings and share information about road and bridge closures.
Work in the Emergency Operations Center when activated to support information exchange.
Serve as a Telecommunicator when needed due to staff shortages or emergencies; operate electronic equipment and CAD, document call information, dispatch calls for service, and maintain contact with law enforcement and fire/rescue personnel.
Use EMD protocols to provide instructions that assist emergency medical personnel.
Review 911 complaints and gather information from the public in response to requests.
Assist with training telecommunications staff, draft policies and procedures, schedule personnel, and address complaints.
Attend training to maintain and increase program knowledge and certifications.
Perform other related duties as assigned.