Telecommunicator

Franklin County•Louisburg, NC

About The Position

Franklin County is recruiting a full-time Telecommunicator for its Emergency Communications Department. The role provides communications support for the Emergency Communications Center by gathering information from callers, determining the nature of calls and the response or assistance required, dispatching appropriate personnel or agencies, and maintaining accurate logs and records. Telecommunicators receive routine and emergency calls for fire, law enforcement, rescue, emergency management, Red Cross, highway patrol, animal control, and other services. They relay information to callers and field units and maintain contact with dispatched units until incidents are resolved. The work includes frequent contact with members of the public, including people experiencing extreme stress, and requires tact, firmness, and decisiveness. Employees may provide directions and general information, monitor law-enforcement unit locations and activity, and perform duties in accordance with departmental policy and state and federal law. Work is often performed under stressful emergency conditions and is subject to inside environmental conditions. The position works under the general supervision of a 911 Shift Supervisor and is evaluated through observation, discussion, report review, and feedback from field personnel. The estimated hiring salary range is $45,791–$48,081, to be determined based on experience and qualifications. The role requires 12-hour shifts and availability across a 24-hour operation, including days, nights, weekends, holidays, inclement weather, and emergency call-in overtime. Required certifications and training must be obtained within the stated timeframes if not already held.

Requirements

High school diploma or equivalent from an accredited institution.
Some experience with communication systems involving telephones, two-way radios, computer display terminals, keyboards, and associated control devices.
Experience with a high level of public contact, preferably under emergency conditions.
Basic Windows skills.
Proficient typing ability, preferably at least 30 words per minute.
Professional customer service skills and strong multitasking abilities.
Valid North Carolina driver's license upon hire.
Ability and willingness to work 12-hour shifts, including day, night, weekend, holiday, and inclement-weather hours, and to work all shifts of a 24-hour operation.
Availability for emergency call-in overtime.
Must be DCI certified and EMD, EFD, and EPD certified, or able to obtain those certifications within one year of employment, and maintain certification throughout employment.
Must complete Basic Telecommunicator training and NIMS training within one year of employment.
Ability to communicate clearly in English verbally and in writing, including over the telephone and radio.
Ability to remain calm under stress, make sound decisions, prioritize rapidly changing information, and gather and communicate essential information accurately.
Ability to hear and understand communications through a headset, radio, or telephone receiver and other sound sources while wearing a headset.
Ability to read maps and written materials, discern visual images, distinguish colors on a color-coded computer screen, type while conversing, and accurately record names and numbers.
Ability to maintain confidentiality, work cooperatively with supervisors and peers, accept responsibility and feedback, and represent the organization courteously and professionally.

Nice To Haves

Typing proficiency of at least 30 words per minute.
Experience with public contact under emergency conditions.

Responsibilities

Answer 9-1-1 voice and TTY calls and gather the nature and location of emergencies; record essential information, provide emergency medical dispatch protocols, and call back disconnected callers when appropriate.
Receive routine calls and requests for assistance involving crimes, fire, animal control, home health, and general information.
Dispatch emergency and other calls requiring law, fire, rescue, or EMS assistance using a radio console or other electronic means, while following radio discipline, FCC regulations, and agency guidelines.
Operate communications equipment to contact and monitor emergency-services personnel and relay updated information to field units.
Monitor law-enforcement unit locations and activities during incidents and patrol activity.
Operate the Division of Criminal Information terminal to send and receive messages concerning criminal histories, vehicle identification, NCIC hot files, missing persons, license plate records, and driver histories.
Maintain computer databases, communications logs, reports, and records of calls, actions taken, and times; generate reports concerning recovered or stolen property, missing persons, and residence checks.
Provide information to the public in person and over the telephone concerning County services.
Perform related duties as required.