Emergency Communications Specialist (Master Communications Officer)

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Emergency Communications Specialist (Master Communications Officer)

Salary

$49,026.00 - $76,066.00 Annually

Location

Durham, NC

Job Type

Full time with benefits

Job Number

24-04826

Department

Emergency Communications (911)

Opening Date

03/08/2024

Closing Date

Continuous

Description

Benefits

Questions

Position Description

Work, Serve, Thrive. With the City of Durham

Advance in your career while making a real difference in the community you serve.

Hiring Range: $ 49,026 - $59,613 (please note that salary range higher than the minimum will be based on prior 911 experience)

Work Day/Hours: Hours during classroom training will be from 8:00 - 5:00. Once classroom training is completed, team members will be assigned to 4 day work weeks with 12-hour shifts; shift will be EITHER 5:00 am to 5:00 pm OR 5:00 pm to 5:00 am. This coverage utilizes fixed shifts including nights, weekends and holidays. Shifts are determined by the needs of the agency.

This posting is to find candidates for our next training academy starting August 26th, 2024

For this position the City of Durham is offering a $5000 hiring bonus for new hires, to be paid incrementally as competencies are met. For more information, click HERE (https://durhamnc.gov/DocumentCenter/View/40286/Hiring--Bonus-Announcment) :

The Durham Emergency Communications Center (http://durhamnc.gov/435/Emergency-Communications) works to provide City and County residents the fastest, most-efficient emergency call response possible while ensuring the safety of our police, fire and emergency medical services responders. Our state-of-the art center was the first, and currently one of only three, in the nation to hold both emergency medical dispatch accreditation from the Commission for Accreditation of Law Enforcement Agencies and Project 33 agency training program certification from APCO International. We are constantly finding ways to improve the quality of assistance we provide to the community, knowing service is our one and only product. If innovating and serving in a fast-paced environment are for you, bring your talent and skills to Durham!

Devoted to receipt and processing and dispatch of 911 emergency and non-emergency calls.

Responsible for receiving and processing emergency, non-emergency and administrative calls. As assigned, work may include, receiving calls through a multi-line automatic call distribution telephone system equipped with TTD/TTY, processing calls using both commercial protocols, and non- protocol questions, entry into computer aided dispatch system (CAD) using correct call classification for verification of location, and jurisdiction. Entry of appropriate narrative in CAD to ensure safety of caller, bystanders and public safety responders, verifying appropriate dispatch priority and routing call for dispatch. Processing of silent 911 calls to confirm or rule out hearing impaired or caller in distress. Answering and processing administrative calls and requests for referrals. When appropriate, performs database queries for confirmation of duplication of calls or pertinent location history. Incumbents are required to assist in oversight of Communications Officers and Call Takers in need of assistance and may serve as lead workers, shift administration including assigning work and monitoring work completion.

Duties/Responsibilities

Performs call taking and dispatching tasks of a communication officer to include answering 911 emergency and non-emergency calls, monitoring call traffic, operating multi-line automatic call-distribution telephone and radio console systems, and dispatching and coordinating appropriate services.

Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies; enters and updates data into computer-aided dispatch systems; and coordinates with multiple agencies to facilitate dispatching, referral, and other departmental operations.

Trains and coaches new and existing employees both in the classroom and on an assigned shift; documents training instructions, as assigned; monitors and tracks employee performance; assists with preparing and coordinating training sessions; and ensures that work complies with policies, procedures, and protocols.

Performs quality assurance duties to maintain accreditation standards; evaluates 911 calls in accordance with accreditation standards; provides feedback to employees; reviews policies and procedures; and ensures that dispatch operations comply with applicable policies and procedures.

Prepares reports, and maintains training and other records and databases; and may query confidential and general information when needed

Demonstrate proficiency in dispatch of both Police and Fire/EMS.

Serve as lead workers, manage staffing and breaks for operational personnel, and mentor trainees.

Minimum Qualifications & Experience

High School Diploma or GED,

Three years of emergency communications experience including demonstrated proficiency in call taking and dispatching of Police, Fire and EMS disciplines. Gathering and/or providing information and instructions to assist callers; referring calls to appropriate agencies; and entering and updating data into a computer-aided dispatch system.

CPR certification, (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits).

Either Emergency Fire Dispatch (EFD) certification OR Emergency Police Dispatch (EPD) certification at time of hire, but both must be obtained within 6 months of hire

Emergency Medical Dispatch (EMD) certification

Division of Criminal Information (DCI) certification, (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits).

National Crime Information Center (NCIC) certification (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits).

No Class B (or higher) misdemeanor conviction in the last ten (10) years (please see a list of Class B Convictions Here (https://ncdoj.gov/wpfd_file/class-b-misdemeanor-manual-2016-3/) )

No Felony Conviction

Please note that for any selected candidate in an operational position they must meet requirements designated by NCOEMS, by following this link you can view an FAQ outlining those employment requirements https://info.ncdhhs.gov/dhsr/EMS/faqcomp.htm#legalrec

Benefits General Full-Time Employees

11-12 paid holidays per year

12 standard work days of vacation per year

12 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement

2 weeks paid military leave per year

Medical, dental, vision, and supplemental life insurance plans

State and City retirement plans

Short and long term disability plans

Paid temporary disability leave for specified conditions

City contribution of 10.15% into the N.C. State Retirement System

Paid funeral leave

Employee Assistance Program - personal and family counseling

Paid life insurance equal to annual salary

48 hours for volunteer work each year*

4 hours parental leave each year

Workman's Compensation Insurance

457 Deferred Compensation Plans

Benefits - Part-Time (1,000 hours or more per year)

401(k) retirement plan (5.0% of salary)

State retirement plan

Benefits Part-Time (Average 30 hours per week over 12 month period)

401(k) retirement plan (5.0% of salary)

State retirement plan effective first day of the month following date of hire

Health insurance effective first day of the month following date of hire

Dental and life insurance, after one year of service

Pro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service

01

Where did you first hear about this opportunity?

City of Durham Website

Walk in

Job fair

Employee referral

Professional organization ***Please list the organization in "other" box below***

Internet posting ***Please list the specific web site in the "other" box below***

Craig's List

Facebook

LinkedIn

GlassDoor

governmentjobs.com

Monster.com

Indeed.com

Employment Security Commission

Magazine/Newspaper

Other

02

If you listed "other" above please give specific web site, organization, or publication.

03

Please select your highest level of COMPLETED education.

Less than a High School Diploma or Equivalent (GED, HiSET, TASC)

High School Diploma or Equivalent (GED, HiSET, TASC)

Associates Degree

Bachelor's Degree

Master's Degree

PhD or Juris Doctorate

04

How many years of related emergency communications experience do you have, including demonstrated proficiency in call taking and dispatching of Police, Fire and EMS disciplines?

No related experience

Less than 1 year of related experience

1 year but less than 3 years related experience

3 years but less than 5 years related experience

5 years or more years related experience

05

Do you have a current and valid CPR certification? The certification is not required at time of hire, but must be obtained within 45 days from start date, or as training permits

Yes, I have the CPR certification

No, I do not have the CPR certification, but I AM willing and able to obtain it within 45 days of hire

No, do not have the CPR certification, and I am NOT willing or able to obtain it within 45 days of hire

06

Do you have a current and valid Emergency Medical Dispatch (EMD) certification?

Yes

No

07

Do you have a current and valid Emergency Fire Dispatch (EFD) certification?

Yes, I do have an Emergency Fire Dispatch certification

No, I do NOT have an Emergency Fire Dispatch Certification

08

Do you have a current and valid Emergency Police Dispatch (EPD) certification?

Yes, I have a current and valid Emergency Police Dispatch (EPD) certification

No, I do NOT have a current and valid Emergency Police Dispatch (EPD) certification

09

If you do not have both the EPD and the EFD certifications are you willing and able to obtain the missing certification within 6 months of your start date?

Yes, I am willing and able to obtain the missing certification within 6 months of my start date

No, I am NOT willing OR able to obtain the missing certification within 6 months of my start date

I already have both the EPD and EFD Certifications

10

Do you have a current and valid Division of Criminal Information (DCI) certification? Certification is not required at time of hire, but must be obtained within 45 days from start date, or as training permits).

Yes, I have the certification

No, but I AM willing and able to obtain the certification within 45 days of start date

No, and I am NOT willing or able to obtain the certification within 45 days of start date

11

Do you have a current and valid National Crime Information Center (NCIC) certification? Not required at time of hire, but must be obtained within 45 days from start date, or as training permits

Yes, I have the NCIC Certification

No, but I AM willing and able to obtain the NCIC certification within 45 days from start date

No, I do NOT have the NCIC certification and I am NOT willing OR able to obtain it within 45 days from start date

12

Do you have experience entering and updating data into a computer-aided dispatch system?

Yes

No

13

Are you willing and able to work various shifts based on the department needs?

Yes

No

14

This position is classified as a Group 1 position and it is critical to emergency operations. Therefore, it will report to work in spite of or because of an emergency or disaster event.

I am willing and able to report to work in spite of or because of an emergency or disaster event

I am NOT willing or able to report to work in spite of or because of an emergency or disaster event

15

Have you included and/or uploaded your certification information to the application?

Yes

No

16

Have you taken a 9-11 Telecommunicator training course?

Yes

No

17

If you have taken a 9-11 Telecommunicator training course... at what school did you take it?

18

Please briefly describe how have you used technology in your current position? If you do NOT use any technology in your current position, put N/A

Required Question