PUBLIC SAFETY OPERATOR I PAY GRADE 21

Salary : $22.14 - $36.06 Hourly

Location : New Castle, DE

Job Type : Regular Full-time

Job Number : 00099

Department : Public Safety

Division : Emergency Call Center

Opening Date : 02 / 24 / 2025

Closing Date : 3 / 5 / 2025 11 : 59 PM Eastern

IMPORTANT INFORMATION

In accordance with the Merit System Rules and Regulations, an eligible list, which will be valid for a one-year period and which will be used to fill vacancies during that period, is being established for this classification. Applicants on the eligible list will be certified in accordance with the Merit System and appropriate union contracts.

Candidates may submit online employment applications using the NEOGOV online application system available at https : / / www.governmentjobs.com / careers / nccde.

EXAMINATION PROCESS : The examination process for this posting may include an evaluation of training and experience, a written examination, a computerized exam, an oral board interview examination, a performance examination or any combination of the above in order to qualify applicants for placement on the eligible list. The eligible list will be used to fill vacancies that occur within the next year. The appropriate number of names on the eligible list as prescribed by Merit System Section 26.03.505 will be certified to the hiring department for consideration to fill the vacant position(s). New employees are generally hired at the starting salary and may be eligible for merit increases each year upon receipt of a satisfactory performance evaluation, up to the maximum salary.

New Castle County is an Equal Opportunity Employer

JOB DESCRIPTION

GENERAL STATEMENT OF DUTIES : Operates the enhanced 9-1-1 telephone emergency answering service and records necessary information in a timely and professional manner into a computer system utilizing emergency medical, emergency fire and emergency police dispatch protocols; does related work as required.

DISTINGUISHING FEATURES OF THE CLASS : An employee in this class performs responsible work involving continued dealings with the public by telephone under emergency and non-emergency conditions within the 9-1-1 emergency communications center. This employee must ascertain and accurately record information about the emergency, i.e. police, fire or medical and convey information to the appropriate section. The work is performed under general supervision and in accordance with standard operating procedures.

EXAMPLES OF WORK : (Illustrative only)

• Answers all enhanced 9-1-1 incoming telephone calls, recording necessary information by operating an alphabetical / numerical computer keyboard device;
• Answers non-emergency calls gives general information, receives messages, and refers callers to the proper agencies;
• Checks the accuracy of information recorded by use of a (Computer Aided Dispatch) CAD display screen;
• Verifies location of emergencies using available resources such as maps, geographic information systems, and telephone databases;
• Inputs emergency calls for dispatch to the appropriate responders;
• Assigns the proper codes to incidents;
• Participates in training sessions and critiques to include case review;
• Communicates with patients, family members and third-party callers to ensure that all patient needs are addressed in an efficient and caring manner;
• Communicates with victims and witnesses of crimes to ascertain all pertinent information to ensure the safety of first responders;
• Completes appropriate re-certifications, continuing education programs and examinations necessary to maintain required certification;
• Promotes an ongoing attitude of dedication to excellent public service and ensures that external and internal customers are provided with the highest quality of service;
• Operates a personal computer and other related equipment in the course of the work.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES : Good knowledge of the operations of the emergency and non-emergency telephone answering services; good knowledge of the geography, streets, roads and highway system of New Castle County; ability to multi-task and to perform efficiently under stress with accuracy; ability to type at a minimum of 30 words per minute; ability to operate a computer-aided dispatch system; ability to answer calls and questions with a clear, well-modulated voice in a calm and efficient manner; ability to communicate courteously and effectively, both verbally and in writing.

MINIMUM QUALIFICATIONS : At least one (1) year experience in typing or data entry and possession of High School Diploma or GED; or an equivalent combination of experience, education and training directly related to the knowledge, skills and abilities.

PREFERRED QUALIFICATION : At least one (1) year experience in operating an emergency answering service or certification in a Basic Telecommunicator Course or equivalent.

ADDITIONAL REQUIREMENTS : Must successfully complete an approved training curriculum and maintain certifications in Police, Fire and Emergency Medical Protocols and a Basic Telecommunicator course. Must maintain continued favorable background throughout employment to maintain compliance with the rules and regulations to have indirect access to Delaware Criminal Justice Information System - (DELJIS) and the National Crime Information Center (NCIC).Must maintain the ability to work shiftwork on a rotational basis as outlined in the Collective Bargaining Agreement (CBA), subject to change with future negotiations. Must also pass a Class III County physical and psychological examination, and background check.

CONTACT INFORMATION

Meaghan McPherson

Office of Human Resources

Meaghan.McPherson@newcastlede.gov

Health Insurance : Starts the first of the month following a 60-day waiting period from the date of hire. Charges for coverage vary depending on type and level of coverage chosen. The following plans are currently available through Highmark (Comprehensive 80% Plan; a PPO (Preferred Provider Organization) and an EPO (Exclusive Provider Organization) and Aetna (Open Access HMO.) Deductibles and co-pays may also apply.

Dental Insurance : Starts the first of the month following a 60-day waiting period from date of hire. Currently, there are two PPO options and an HMO option. Charges vary depending on type and level of coverage chosen.

Sick Leave : Accumulates at the rate of one day for each completed month of service, beginning after the first full month of employment.

Vacation : Vests on December 31 of the calendar year preceding the vacation year. Vested vacation is to be used in the 12 months following the vesting date. Employees are entitled to vacation as follows :

Holidays : 13-1 / 2 paid holidays per year (1 / 2 day on Christmas Eve).

Life Insurance : Provided by the County in the amount of one and one-half times your salary. Minimum benefit$50,000; Maximum benefit$200,000.

Pension : Employee contributory amount of three percent of base salary to defined benefit plan. County will make a non-elective contribution of one percent of base salary to defined contribution account. In addition, the County will also make an annual matching contribution of one hundred percent of employee's contribution, up to a maximum of two percent to defined contribution account. 10-year vesting.

Deferred Compensation Plan :

Optional employee contributory plan available.

Additional Benefits : Salary increases each year dependent upon appropriate negotiated increase and / or merit increases; Credit Union, Blood Bank, Sick Leave Bank (after two years of service), Fitness Center, and an Employee Assistance Program are all benefits available to employees at no cost.

Supplemental Benefits : Flexible Spending Accounts (medical reimbursement and dependent care), additional life insurance, vision, group accident, group hospital indemnity, group disability, and critical care insurance are also available at an additional cost to the employee.

Union Affiliation : Some positions are affiliated with a local bargaining unit, and, therefore, will require a monthly dues deduction ranging from $23 to $46.65 per month.

Special Note : The above benefits are subject to change. For detailed information on any of the above, contact the Office of Human Resources at (302) 395-5180.

Revised : 12 / 15 / 15

Do you possess one year of experience in typing or data entry?

Do you have at least one year of experience operating an emergency answering service?

Have you completed a Basic Telecommunicator Course? If yes, please provide the date of your certification.

Are you able to work shiftwork on a rotational basis?

Required Question

Salary : $50,000