Telecommunicator - Police

City of Burlington, NC•Burlington, NC

64d

About The Position

Do you want to help your community in times of crisis? Are you good at remaining calm in stressful situations? Do you have experience communicating frequently via phone? The Burlington Police Department is hiring for full-time Telecommunicators and this just might be the position for you! About Us: The Burlington Communications Center is a 24-hour a day, 7-days-a-week center. The center functions as a vital link between the City of Burlington's and the City of Graham's police and fire departments and those who need emergency and non-emergency assistance. What you will do: Performs routine telecommunications work in receiving and processing emergency and non-emergency calls for the police and fire department under the supervision of a Telecommunicator Lead or Communications Manager. You will be responsible for receiving and prioritizing 911 and non-emergency telephone calls from the public, dispatching appropriate public safety officials, and maintaining open lines of communication with public safety during emergency situations. Work in this position is very sedentary and rarely involves physical exertion. It requires constant attention to multiple computer screens and phone systems. Policing with a Purpose: Preserving the Sanctity of ALL Life Nurture and Protect Democracy Ensure Procedural Justice and Fundamental Fairness Spirit of Service Protect the Community from Harm Treat all individuals with Dignity and Respect-the ethical foundation of policing This is a full-time position. Work is performed on a 12-hour shift during the day, mid-day, or evening. Work may be required on nights, weekends and holidays.

Requirements

Ability to take emergency calls while simultaneously viewing maps, typing into dispatch software, and disseminating response instructions.
General understanding of modern telecommunications practices, procedures, and technologies crucial to the efficient operation of emergency response systems.
Familiarity with police and fire department operational procedures, enabling seamless coordination between agencies during critical situations.
Strong grasp of city geography and street locations, ensuring accurate dispatching and quick response times in all areas.
Ability to learn how to operate computer-aided dispatch (CAD) consoles, radio systems, telephones, and computer terminals to manage emergency communications efficiently.
Ability to learn how to read and interpret maps quickly, scan warrant files, and review recorded tapes, ensuring quick access to critical information.
Knowledgeable in utilizing various support resources, including call books, HAZMAT manuals, tactical dispatch manuals, and other standard operating procedure guides to navigate emergency protocols and provide optimal support.
Ability to learn how to use Language Line interpreting services to connect 911 callers with interpreters swiftly, ensuring effective communication across language barriers and improving response outcomes.
Ability to control telephone conversations to gather accurate information and provide clear, correct instructions to emergency responders.
Ability to think clearly and act decisively in high-pressure emergency situations.
Demonstrated ability to speak clearly and use proper diction during all forms of communication.
U.S. Citizenship
High School Diploma or GED equivalency
At least six (6) months of work experience in a dispatch function or extensive public contact role.
NC DCI Certification or ability to obtain within first six (6) months (Modules 1, 2 and 3).
Basic Telecommunicator Certificate through NC Sheriff's Standards or the ability to obtain within first six (6) months.

Nice To Haves

Prior experience in a law enforcement or fire/EMS environment
Current certification as an emergency service Telecommunicator by NC Sheriffs' Standards

Responsibilities

Manages multiple tasks under pressure by taking emergency calls while simultaneously viewing maps, entering information into dispatch software, and coordinating response efforts in real time.
Receives incoming calls from the public via a multi-line phone system, assesses service requests, and determines the appropriate public agency to address the situation. Prioritizes calls based on urgency and severity, ensuring a swift response to critical incidents.
Handles after-hours calls for various services, including animal control, utilities, street maintenance, and traffic signal malfunctions, ensuring seamless coverage around the clock.
Operates the Telecommunication Device for the Deaf (TTY), conducting weekly system tests to ensure accessibility and reliability for all users.
Dispatches police and fire officials to emergency situations using multi-channel radio systems, maintains communication with officers, and coordinates additional units based on evolving circumstances.
Monitors the self-initiated activities of officers, providing them with critical information from the NCIC system to assist with ongoing investigations and actions.
Maintains accurate records of authorizations, warrants, and other essential information related to DCI/NCIC entries, ensuring compliance with operational procedures.
Utilizes the eWarrants system to check for outstanding warrants and communicates real-time results to officers in the field, aiding their decision-making process.
Keeps detailed logs of criminal history and updates relevant databases in a timely manner to support law enforcement efforts.
Coordinates multi-agency responses with telecommunicators from other agencies for large-scale events or other emergency situations.
Handles public contact with tact, firmness, and decisiveness, ensuring that all communications are in alignment with department policy, as well as federal and state law.
Closes telecommunications calls for service, ensuring that fire and police units are accounted for and returned to service promptly after resolving incidents.
Completes other related duties as required, contributing to the efficient operation of the telecommunications team and supporting broader departmental functions.