Telecommunicator- Full Time

Harnett County•Lillington, NC

4d•Onsite

About The Position

An employee in this position performs communication work receiving Emergency and Non-Emergency Calls for service and various tasks for law enforcement, fire, EMS, and after hours answering for partner agencies in the county. This critical role serves as the vital communications link between the public in need of assistance and emergency services response. This entails a candidate being able to work independently in a high-stress environment while receiving and evaluating incoming emergency and administrative requests for emergency services, including but not limited to law enforcement, fire, and emergency medical services (EMS); triaging those requests for service; providing guidance and assistance to the public in life-safety situations; and coordinating appropriate responses to high-risk, high-stress operations, with the objective of keeping all participants safe. Work is performed under the supervision of the Communications Shift Supervisor and is evaluated through observation, monitoring of radio communication, discussion and review of reports. Work is performed inside the Emergency Communications Center. The workload can fluctuate from minimal to extremely fast-paced and high call volume. This employee could deal with crisis situations that require them to make quick decisions to ensure safety of callers, responders, managing resources. The Telecommunicator must be able to work all shifts including days, nights, weekends and holidays. The Telecommunicator must be able to adapt and cope with stressful situations, emotional callers, and other unprofessional contacts.

Requirements

Graduation from high school/or GED
Some communications, dispatching, or other public contact work preferred; or an equivalent combination of education and experience.
Must have or obtain a North Carolina Driver’s License
Must have reliable transportation to and from work.
Upon employment, the Telecommunicator must be able to obtain certification from the North Carolina State Bureau of Investigation (SBI) as a Division of Criminal Information (DCI) Operator within 90 days.
Must be able to obtain certification from the North Carolina Sheriff’s Training & Standards as a Basic Telecommunicator within one year of employment.
Other Certifications required upon employment include, but not limited to: Cardiopulmonary Resuscitation (CPR)
Emergency Medical Dispatch (EMD)
Emergency Fire Dispatch (EFD)
Emergency Police Dispatch (EPD)
Division of Criminal Information (DCI) Modules 1-3
National Incident Management System (NIMS) 100,200,700 &800.
Ability to make quick decisions in stressful situations while remaining calm.
Ability to show/provide empathy to callers.
Ability to be respectful.
Ability to have patience.
Ability to be ethical, honest, and have integrity.
Ability to be dependable
Ability to be flexible.
Ability to be non-bias.
Ability to use emotional control.
Ability to use keyboarding/typing.
Ability to multi-task.
Ability to use critical thinking and problem solving.
Ability to work as a team.
Ability to be an active listener and use verbal and written communication skills.
Ability to have good customer service.
Ability to use reasoning and logic.
Ability to have a good memory and recall.

Nice To Haves

Knowledge of Emergency Communications is preferred, but not required.
Knowledge of the county.
Knowledge of basic computer skills.
Knowledge of stress management.
Knowledge of geography and map reading.

Responsibilities

Receives Emergency and Non-Emergency calls for service via phone, radio or other means of Communication.
Operates a variety of electronic equipment, including telephony, and Computer-Aided Dispatch (CAD) to maintain constant contact with Law Enforcement, Fire and EMS personnel.
Operates a Computer-Aided Dispatch (CAD) system, along with his/her training, policies, protocols and procedures to screen calls for service.
Promptly answer the calls professionally, regardless of if the call is received via telephone, text, video or other method.
Providing pre-arrival and post-dispatch instructions during high-stress situations, such as CPR, Active Shooter, Childbirth, Callers in Danger, etc.
Ascertain such information by obtaining the location of the emergency, the nature of the emergency, and all pertinent and available information.
Utilize the International Academy of Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), and Emergency Police Dispatch (EPD) to protocol process and prioritize calls for service.
Using training and operational policies, protocols, and procedures to take appropriate action including, but not limited to: relaying critical information, and dispatching/initiating the emergency response system.
Assigning units to incidents via radio, or other methods of Communication.
Relaying pertinent information, coordinating available resources, etc.
Conducting continuous status checks for responders to ensure the continuous safety of those responders on the scene.
Documenting thorough and accurate information about the incident and maintaining consistent awareness of the scene.
Enter/Modify/Clear National Crime Information Center (NCIC) files for law enforcement agencies such as Wanted Persons, Missing Persons, Stolen Vehicles, etc.
Report to work during disaster situations.
Performs other related duties as required.