Telecommunicator

General Statement of Duties

Franklin County Emergency Communications Department is recruiting for a full-time Telecommunicator. Employees in this class provide communications work for the Franklin County Emergency Communications Center through professional information gathering determine the nature of the call; necessary response, assistance or information is needed. Dispatch appropriate personnel and/or agencies; maintain proper logs and paperwork (computer and/or manual) of all units dispatched. Responsible for retrieving and accurately relaying information to callers and field units. The employees receive incoming routine and emergency calls related to the fire departments, law enforcement departments, rescue squads, emergency management, Red Cross, highway patrol, and animal control. Employees dispatch the proper personnel for assistance and maintain contact with units until the incident is resolved. Employees dispatching law enforcement personnel are aware of the unit’s location and activity and must monitor all activity during an incident and while on patrol. Work also involves assisting the public with directions and general information. Work involves frequent public contact which requires tact, firmness, and decisiveness in obtaining necessary information from people who are under extreme stress. Work is performed in accordance with departmental policy and state and federal law. Work is often performed under stressful emergency conditions. The employees are subject to inside environmental conditions. Work is performed under the general supervision of a 911 Shift Supervisor and is evaluated through observation, discussion, review of reports and through feedback from field personnel.

Duties and Responsibilities/Knowledge, Skills, Abilities

Essential Duties and Tasks
Answers 9-1-1 voice and TTY telephone calls requesting emergency services. Questions callers to determine the nature and location of the problem, extracts and records essential information and delivers emergency medical dispatch protocols; calls back disconnects to determine nature and location of the problem and enters appropriate information.
Receives routine calls and personal requests for assistance concerning crimes, fire, animal control, home health, or general information concerning addresses and nature of problems.
Dispatches, via radio console or other electronic means, emergency and other calls requiring law/fire/rescue/EMS assistance; maintains strict radio discipline at all times; complies with FCC regulations and agency guidelines in the transmission of all radio traffic.
Operates equipment to maintain contact with and monitor activities of various emergency services personnel in dispatching fire departments, rescue squads, police departments, social services, juvenile officers, wrecker services, Red Cross, highway patrol, and emergency services personnel; relays updated information as it is received to appropriate field units.
Operates Division of Criminal Information (DCI) terminal to send and receive messages regarding criminal histories, vehicle identification, NCIC hot files, missing persons, license plate records, driver histories, and related work.
Maintains an in-house computer database and communications logs and reports including the nature of calls, actions taken, and the times involved; and generates reports for recovered or stolen property, missing persons, and residence checks.
Additional Job Duties
Provides information to the public in person and over the telephone concerning a variety of County services.
Performs related duties as required.
Knowledge, Skills, and Abilities
Knowledge of functions and operation of computer aided dispatch (CAD) system and manual call recording/dispatch system.
Knowledge of functions and operation of telephone console, radio console, TTY, and other standard communications equipment.
Knowledge of FCC rules and regulations applicable to radio broadcasts.
Knowledge of proper use of ANI/ALI displays/information.
Knowledge of basic telephone and radio techniques/procedures for handling incoming emergency calls and dispatching response units.
Knowledge of basic Law/Fire/EMS complaint/dispatch terminology.
Knowledge of proper use of emergency medical dispatch protocols.
Knowledge of proper use of local, state, and national computer systems and functions.
Knowledge of legal liability issues common to emergency call-taking, public safety dispatching and records keeping.
Knowledge of the geographical area served (e.g., familiarity with street names/layout, landmarks, numbering schemes, rivers, lakes, freeways, etc.)
Knowledge of proper preparation of required reports, logs, and forms.
Knowledge of agency policies, guidelines, and standards of expected performance.
Knowledge of available resource materials and their use in performing job duties (e.g., manuals, directories, maps, etc.)
Ability to actively listen to others for an understanding of their needs and situations.
Ability to speak English with sufficient clarity to be understood by others on the telephone, radio or in person.
Ability to assertively control conversations in order to quickly and accurately gather pertinent information and be able to communicate this information professionally and precisely to the proper recipient.
Ability to read and understand written correspondence, memoranda, and directives.
Ability to report events and information in writing legibly and accurately.
Ability to act in a decisive manner, using good judgment.
Ability to maintain objectivity in the decision-making process.
Ability to accurately receive and transmit radio communications.
Ability to assess people and situations, to apply sound judgment, to remain calm under stressful conditions and to elicit sufficient and essential information for dispatching and assisting field personnel.
Ability to effectively prioritize situations and information and make appropriate decisions based on information received.
Ability to learn and apply new information.
Ability to handle a variety of rapidly flowing information at once.
Ability to remember numerous details.
Must be consistent in dealing with people.
Ability to detach from callers’ emotions yet project an image of empathy.
Ability to maintain appropriate and constructive behavior and attitude in response to difficult or adverse situations.
Ability and willingness to accept criticism and/or discipline.
Ability and willingness to accept responsibility for actions.
Ability to work cooperatively with supervisors and establish cohesive, effective relationships with peers.
Ability to work all shifts of a 24-hour per day period and be available for emergency call-in overtime.
Ability to act in a mature, dependable fashion.
Ability and willingness to maintain dependable work habits such as reporting to work on time, with little prompting and intervention.
Ability to represent the organization to other agencies and citizens with a courteous, helpful, accurate and business-like attitude in all telephone and personal contact.
Must have the willingness and ability to respect private, confidential information.
Ability and willingness to support and carry out directives.
Ability to provide high quality, accurate work.
Ability to perform multiple tasks simultaneously and remain focused under stress.
Ability to adjust to new or unique situations.
Ability and willingness to show initiative in completing work assignments.
Ability to hear and understand sound sources coming through a communications headset and/or radio and/or standard telephone receiver, including the ability to hear and understand other outside sound sources while wearing a communications headset.
Ability to speak and write English clearly.
Ability to read and discern visual images on a variety of media.
Ability to read and understand maps.
Ability to distinguish between colors on a color-coded computer screen.
Ability to type accurately on a computer keyboard while conversing with callers.
Ability to record names and numbers accurately.
Must acquire and maintain a working knowledge of public safety communications equipment, practices and procedures including but not limited to the following:
Knowledge of functions and operation of computer aided dispatch (CAD) systems and manual cell recording/dispatch system.
Knowledge of functions and operation of telephone console, radio console, TTY, and other standard communications equipment.
Knowledge of FCC rules and regulations applicable to radio broadcasts.
Knowledge of proper use of ANI/ALI displays/information.
Knowledge of basic telephone and radio techniques/procedures for handling incoming emergency calls and dispatching response units.
Knowledge of basic Law/Fire/EMS compliant/dispatch terminology.
Knowledge of proper use of local, state, and national computer systems and functions.
Knowledge of legal liability issues common to emergency call-taking, public safety dispatching and records keeping.
Knowledge of the geographical area served (i.e., familiarity with street names/layout, landmarks, numbering schemes, rivers, lakes, freeways, etc.)
Knowledge of proper preparation of required reports, logs, and forms.
Knowledge of agency policies, guidelines, and standards of expected performance.
Knowledge of available resources materials and their use in performing job duties (i.e., manuals, directories, maps, etc.)

Desirable Education and Experience

High School Diploma or its equivalent from an accredited institution; some experience in communication systems involving telephone, 2-way radio, computer display terminals and associated keyboards and control devices; and having experience with a high level of public contact, preferably under emergency conditions; basic Windows skills, the ability to type proficiently (preferably at least 30 wpm), professional customer service skills and strong multi-tasking abilities.

Other Information

Must possess a valid North Carolina driver’s license upon hire.
Must have the ability and willingness to work 12-hour shifts including day, night, weekend, holiday hours and inclement weather.
Must be Division of Criminal Information (DCI) certified and Emergency Dispatch (EMD, EFD, EPD) certified or have the ability to become certified within 1 year of employment and maintain certification throughout employment.
Must complete Basic Telecommunicator training and NIMS training within 1 year of employment.

Franklin County offers a competitive benefits package designed to encourage and support your health, well-being and productivity. Benefit options include medical and dental insurance; elective supplemental insurance options such as short-term disability, vision, and voluntary term life; local government retirement; 401(k) with a 4% employer contribution (no employee match required); generous paid leave that includes 13 county-observed paid holidays per year; an employee wellness program inclusive of a county sponsored gym and an employee assistance program.