Communications Officer

City of Durham; Durham (NC); On-site; USD 53,000 - 65,000; Full time

Job summary

The City of Durham’s Emergency Communications Center is hiring for a 911/non‑emergency call taker and dispatcher. Start salary ranges from $53,272 to $64,766 based on prior 911 experience.

The role features fixed 4‑day work weeks with 12‑hour shifts (5:00–5:00) including nights, weekends, and holidays. The position involves receiving calls, prioritizing dispatch, and coordinating with medical, fire, and police responders.

Qualifications

• High School Diploma or GED with at least 1 year of customer service experience.
• 6 months handling 911 & non-emergency calls with public safety radio, maintaining responder status.
• 1+ years in general customer service role.
• Experience maintaining emergency responder status and monitoring radio traffic.
• Experience coordinating information to assist callers and referring calls to agencies.
• Experience entering/updating data into a computer-aided dispatch system.
• No Class B misdemeanor conviction in the last 10 years.
• No felony conviction.

Responsibilities

• Answers 911 and non-emergency calls; monitors call traffic and operates dispatch systems.
• Determines call priority and dispatches medical, fire, and police services.
• Gathers information and provides instructions; refers calls to appropriate agencies.
• Enters/updates data in CAD; monitors status changes and responder updates.
• Coordinates with City departments and external parties to refer callers and dispatch services.
• Prepares reports and maintains records/databases.

Skills

Customer service

Call handling

Data entry

Communication

Education

High School Diploma or GED

Tools

CAD system

Job description

Work, Serve, Thrive. With the City of Durham

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

Why work at the Durham Emergency Communications Center? Click this link to find out more!

Starting Salary: $ 53,272 - $ 64,766 (please note that salary range higher than the minimum will be based on prior 911 experience).

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.

The Durham Emergency Communications Center 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’re 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. Incumbents perform semi-skilled and technical work in receiving and processing emergency, non-emergency and administrative 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.

• Answers 911 emergency and non-emergency calls, and monitors call traffic; operates a multi-line automatic call-distribution telephone console system; and monitors and operates radios and console equipment.
• Determines and assigns call priority based on protocols; determines caller location; and dispatches and coordinates appropriate services, including medical, fire, and police services.
• Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies when necessary; and ensures compliance with applicable protocols.
• Enters and updates data into computer-aided dispatch systems; monitors and communicates status changes and requests to first-responders.
• Coordinates with City departments, utility and wrecker companies, and other internal and external parties to refer callers, provide information, and dispatch services.
• Prepares reports; maintains and updates records and databases; and may query confidential and general information.

• High School Diploma or GED, and one year of customer service related experience including
• 6 months of answering 911 emergency and non-emergency calls, dispatching appropriate response via public safety radio system, maintaining responder and call status, and monitoring radio traffic; and coordinating information and instruction to assist callers, referring calls to appropriate agencies along with entering and updating data into a computer-aided dispatch system.
• 1 or more years in a general Customer Service role/position
• Experience maintaining emergency responder and call status, and monitoring radio traffic
• Experience coordinating information and instruction to assist callers and referring calls to appropriate agencies
• Experience entering and updating data into a computer-aided dispatch system
• No Class B (or higher) misdemeanor conviction in the last ten (10) years (please see a list of Class B Convictions Here)
• 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

The Durham Emergency Communications Center (DECC) is committed to maintaining a workplace free from discrimination and harassment based on any protected status under federal, state, or local law. We expect every member of the DECC community to contribute to an inclusive environment where all individuals are treated with dignity and respect.

Employment decisions—such as hiring, compensation, training, performance evaluation, and termination—are made fairly and without bias. DECC provides equal employment opportunities to all qualified candidates and employees.