What are the responsibilities and job description for the 911 Telecommunicator position at City of Mount Holly?
Telecommunicator
Pay Range: $34,905.54- $52,358.30
FLSA Status: Non- Exempt
Pay Range: $34,905.54- $52,358.30
FLSA Status: Non- Exempt
General Statement of Duties:
This critical role serves as the vital communications link between the public needing help and emergency services response.
Distinguishing Features of The Class:
As members of the public safety ecosystem, telecommunicators are typically the first point of contact when a person reaches out for help. This entails a candidate to be 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.
Essential Job Duties:
The primary responsibility of the position is to protect citizens and emergency responders during the emergency incident.
- Uses training and policies to screen requests for emergency services; answers them professionally, recognizing if a call is received from telephone, text, video, or an automated data feed.
- Uses appropriate technology to communicate with callers.
- Interprets sensor data to triage, prioritize, properly categorize, and initiate the correct emergency response.
- Uses knowledge of law enforcement protocols to prioritize and sequence calls promptly in limited time with limited or no supervision.
- Demonstrates clear and effective communications with active listening, call control, judgment, respect, and empathy with callers that range from calm to panicked.
- Provides pre-arrival and post-dispatch instructions to those that are requiring assistance during high stress situations, such as active shooter, and entrapments.
- Manages challenging callers using appropriate handling of distressed, autistic, hearing-impaired, elderly, angry, and foreign-language-speaking callers.
- Provides direct counseling to suicidal persons, domestic violence victims, and children.
- Ascertains incident information by obtaining and verifying caller information and location, determining the nature of the incident, and all available data including but not limited to automated data, social media information, text message, images, or video, and providing information to emergency services either verbally and/or digitally.
- Uses TDD and relay services to comply with standards for handling calls from hearing-impaired callers.
- Utilizes language interpretation services and coordinating with mental health resources for appropriate contacts with callers who have mental health or language barriers to receiving help.
- Uses text-to-911 to communicate effectively with callers.
- Interprets caller location by using geographic knowledge, tools, and location tracking capabilities when available. Interprets automatic number and automatic location data provided by the emergency communications phone system and verifying data using mapping software for accuracy and reliability.
- Maintains communications during life-threatening emergencies, providing safety/lifesaving instructions, and maintaining control of the conversation until field units arrive on scene.
- Uses available vehicular, bystander, and/or law enforcement information for the purpose of protecting the public at the scene as well as on-scene responders by identifying the need for advanced life support resources or specialized fire extraction equipment.
- Utilizes training and reference resources when determining the nature and priority of emergency incidents that have live-streaming videos, graphic images, and text.
- Uses training and operational protocols to take appropriate action such as: relaying critical information, dispatching/initiating emergency response services, or referring callers to other agencies.
- Documents incident details quickly and accurately to establish incident urgency, categorizing the incident type, and obtaining the proper help for the caller while maintaining awareness of scene activities.
- Demonstrates clear and effective communications and active listening with public safety responders using appropriate terminology, codes, and signals.
- Relays initial information for dispatch accurately, reviewing the call for service details, and assuming incident command until first responders arrive.
- Conducts health and safety status checks of responders and using other available technology to ensure on-scene responders’ safety.
- Operates emergency, administrative, and backup telephone communications systems effectively.
- Facilitates the transferring of calls to the appropriate resources and performing conference calls with entities, such as but not limited to poison control centers or language line interpreters.
- Interprets and understands local and regional geography to quickly and accurately identify the location of the emergency to improve response times of field responders.
- Operates a sophisticated workstation comprised of multiple computer systems, computer-aided dispatch (CAD) software and geographical information systems (GIS), state and federal clearinghouses, call handling including teletypewriter (TTY) and text-to-911 sessions, as well as communications systems such as radio dispatch consoles and recording systems; Operates multiple systems and conversations simultaneously without mistake.
- Notifies key personnel of critical incidents, using judgment to determine the need to contact other law enforcement and public safety agencies for additional information and resources as needed, or relaying information regarding incidents and situational awareness.
- Manages chain of custody for records and documentation used in court proceedings and legal discoveries.
- Maintains a calm demeanor under chaotic and stressful circumstances, multiple conversations, and frequently noisy environments.
- Follows established agency policies and procedures, being aware of liability to the agency, and adhering to federal disclosure and privacy laws.
- Uses debriefing tools, stress management techniques. and critical incident response models to deal with mental or emotional strain or tension resulting from adverse or very demanding circumstances.
- Performs other duties as needed.
Minimum Requirements:
- U.S. citizen
- 18 years of age
- High school graduate.
- Good moral character
- Dependable, self-motivated and team-oriented, with a desire to provide a service to the community.
- Working knowledge of Windows-based software and various other computerized electronic, telecommunications equipment
- Flexibility to adapt to changes.
- Have great attention to detail and empathy towards the customers’ needs and concerns.
- Must be able to adapt and function, without reservation, in high stress situations.
- Fingerprint criminal history.
- Medical examination as required by 12 NCAC 10B .0304
- Psychological examination
- Negative drug screen
- Background investigation including a personal interview pursuant to 12NCAC 10B .0305 and .0306.
- Not been convicted of or committed a crime or crimes as specified in 12NCAC 10B.0307.
- Must be able to perform essential job functions (reasonable accommodation may be made on a case by-case basis)
- Must have never committed, been involved in, or been convicted of a felony.
- Must be able to work on a rotating schedule, including nights, weekends, and holidays to ensure 24/7 coverage.
- Subject to call back and hold over to maintain minimum staffing 24/7
- This position is designated as essential and must report to work during times when the government/agency is closed.
Must be able to obtain and maintain the following licenses and certifications within a given time frame:
- Sheriff’s Standards Basic Telecommunicator Course comprising:
- Telecommunicator roles and responsibilities
- 911 call processing
- Radio communications
- Emergency management
- Emergency communications technology
- Legal concepts
- Interpersonal communications
- Stress management
- Quality assurance
- Criminal Justice Information Services (CJIS) Security Training
- Digital Criminal Information (DCI)
Knowledge, Skills, and Abilities:
- By the end of the probationary period, thorough knowledge of the policies, procedures, processes, laws, ordinances, and regulations affecting public safety call-taking and the ability to apply them appropriately.
- Able to use logic, critical thinking, and reasoning to reach conclusions and solve problems.
- Adhere to policy and procedure requirements that are stringent, rigorous, and unwavering, including confidentiality of information and trustworthiness while dealing with sensitive information.
- Communicate clearly, concisely, and effectively; relay details accurately; listen actively; think and act quickly.
- Compile and analyze operational data and prepare and maintain accurate records.
- Effectively interact with people of different social, economic, and ethnic backgrounds.
- Establish and maintain cooperative and professional working relationships with co-workers, supervisors, representatives from other departments, and other emergency services agencies.
- Follow instructions, spell correctly, and write clearly.
- Handle multiple tasks simultaneously, under pressure, and in emergency and stressful situations.
- Learn quickly and retain public safety and technology training material.
- Maintain regular, reliable, and punctual attendance.
- Obtain information from hostile, confusing, and emotional callers.
- Provide effective customer service and deal tactfully and courteously with a demanding public.
- Able to handle complaints and difficult situations, remaining calm under pressure.
- Remember names, numbers, and locations accurately.
- Read and interpret geographical spatial data and maps quickly and accurately.
- Resilient and resourceful while coordinating high-risk, high-stress operations, with the objective of keeping all participants safe.
- Operate computer systems with specialized software and enter data via keyboard and software with speed and accuracy.
- Organize and prioritize work to meet deadlines and accomplish tasks.
- Use judgment and decision-making skills to rapidly evaluate situations, establish priorities, resolve matters, and pass on information, as needed.
Work Environment:
Work is performed in an emergency communications center. The work level can fluctuate from minimal to fast-paced and high volume. The employee deals with crisis situations that require them to quickly make major decisions involving people, resources, and property with frequently limited direction.
This position may be asked to work scheduled shifts at any time of the day and on weekends and holidays. Must be able to cope in a safe manner with stressful situations, emotional callers, irate responders and unprofessional contacts. Under unusual circumstances, the chosen candidate may be required to perform duties at or near the scene of any emergency.
Physical Requirements:
This work is sedentary and requires little to no exertion of force. Work regularly requires speaking or hearing and frequently sitting, using hands to finger, handle, or feel, reaching with hands and arms and repetitive motions. Work requires close vision, distance vision, ability to adjust focus, depth perception, and peripheral vision. Vocal communication is required for expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions to others accurately, loudly or quickly. Hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications, and/or make fine distinctions in sound. Work requires preparing and analyzing written or computer data. Work requires exposure to loud noises, extreme emotions, and stressful environments. Work is generally indoors and in a moderately noisy location surrounded by others talking on the phone or radio.
City of Mount Holly Benefits
All benefits are subject to change and are contingent on the annual approval of City Council.
Work is performed in an emergency communications center. The work level can fluctuate from minimal to fast-paced and high volume. The employee deals with crisis situations that require them to quickly make major decisions involving people, resources, and property with frequently limited direction.
This position may be asked to work scheduled shifts at any time of the day and on weekends and holidays. Must be able to cope in a safe manner with stressful situations, emotional callers, irate responders and unprofessional contacts. Under unusual circumstances, the chosen candidate may be required to perform duties at or near the scene of any emergency.
Physical Requirements:
This work is sedentary and requires little to no exertion of force. Work regularly requires speaking or hearing and frequently sitting, using hands to finger, handle, or feel, reaching with hands and arms and repetitive motions. Work requires close vision, distance vision, ability to adjust focus, depth perception, and peripheral vision. Vocal communication is required for expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions to others accurately, loudly or quickly. Hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications, and/or make fine distinctions in sound. Work requires preparing and analyzing written or computer data. Work requires exposure to loud noises, extreme emotions, and stressful environments. Work is generally indoors and in a moderately noisy location surrounded by others talking on the phone or radio.
City of Mount Holly Benefits
All benefits are subject to change and are contingent on the annual approval of City Council.
- Full coverage health insurance equaling $751.15 monthly in value
- 50% dependent medical care coverage
- 401K - City contributes 5% regardless if employee contributes
- General Retirement – City contributes 13.64%
- $25,000 Life Insurance
- Short-Term Disability
- Vacation and sick time accrual based off of years served in NC retirement system
- 12 hours personal and/or parental leave given to hourly employees
- 13 days of holiday pay (including a floating holiday)
- One annual Grand Hall rental
- Longevity bonus based off years served in the State retirement system
- Free usage of city workout equipment
- Complimentary alternative medicine reimbursements up to $1,000 per plan year when enrolled in City's health insurance
- Employee Assistance Program
- 50% off YMCA Membership
- Tuition Reimbursement up to $2,000 per semester
Salary : $34,906 - $52,358
