Telecommunicator

Town of Wake Forest•Town Hall, NC

5d•Onsite

About The Position

The Telecommunicator performs public safety communications and office support for law enforcement, fire, and rescue functions in the Town of Wake Forest. The role receives routine and emergency calls and dispatches emergency and non-emergency services using two-way radios, computer-aided dispatch (CAD), telephones, and TDD equipment. Work is performed in accordance with departmental policy and state and federal law, under the supervision of a telecommunications supervisor, and is evaluated through observation, monitoring of communications, discussion, and report review. The position requires frequent contact with members of the public, including people under significant stress. The Telecommunicator gathers and assesses information, selects appropriate services and resources, maintains contact with field personnel, and uses multiple computer systems to support calls for service and investigations. The role also maintains related records and documentation and may perform other duties within the scope of the classification. Employees are expected to uphold the Town’s values of caring, commitment, character, and collaboration.

Requirements

Possess a valid driver’s license.
Possess or be able to obtain North Carolina DCI and NCIC operator certification within 12 months of hire.
Have considerable knowledge of public safety communications center operations, electronic radio and telecommunications systems, and related FCC regulations.
Have working knowledge of Police Department, fire department, and emergency medical services functions, practices, and procedures.
Have working knowledge of the geography of the town and surrounding areas.
Be able to accurately receive and transmit radio communications.
Be able to assess people and situations, exercise sound judgment, remain calm under stressful conditions, and obtain essential information for dispatching and assisting field personnel.
Be able to speak clearly and distinctly.
Be able to maintain accurate and complete work activity records and files, including operating computer terminals.
For Telecommunicator II: two years of experience, 60 additional training hours, Notary, CIT for Telecommunicator, and NIMS ICS 100, 200, and 700.
For Senior Telecommunicator: four years of experience, 120 additional training hours, Intermediate Telecommunicator Certificate, and CTO certification.

Nice To Haves

High school graduation.
Experience as a telecommunicator and/or in other public safety work is preferred.

Responsibilities

Receive routine and emergency calls and personal requests for assistance concerning suspicious or criminal activity, fire, medical emergencies, or general information.
Determine callers’ names, locations, the nature of their calls, and other relevant details to deploy appropriate services.
Operate electronic equipment to maintain contact with police, fire, emergency medical services, and outside law enforcement agencies.
Select and dispatch police units based on incident location; provide updated call information and background information to field personnel.
Use CAD, DCI, NCIC, CJ Leads, E Warrants, and other computer programs to obtain information and assist officers and criminal investigations.
Answer emergency utility calls, including power outages and town electrical system problems, and notify the designated on-call employee.
Transfer calls to appropriate public safety agencies or other resources as needed.
Monitor police personnel in the field using radio and computer GPS.
Receive and respond to calls through a Telecommunications Device for the Deaf (TDD).
Print photos for officers as required.
Assist crime analysts with compiling calls-for-service data.
Create electronic copies of calls for service and radio transmissions for public records requests when the telecommunications supervisor is absent.
Monitor closed-circuit surveillance systems.
Maintain DCI-related documentation and accurate work activity records and files.
Perform other related duties within the scope of the classification.