Computer-Aided Dispatch (CAD) Coordinator

New Hanover County; North Carolina; On-site; USD 56,000 - 76,000; Full time

Job summary

The New Hanover County 911 Center is seeking a CAD Coordinator to provide technical and operational support for the CAD system used to support emergency response operations. You will perform system maintenance, data management, and user/account/configuration tasks to ensure accurate call handling and reliable performance.

Qualifications include an Associate’s Degree in Criminal Justice or Information Systems and 3 years of experience installing and troubleshooting computer problems.

Qualifications

• Associate’s Degree in Criminal Justice, Information Systems, or related field.
• Three (3) years of experience installing and troubleshooting computer problems.

Responsibilities

• Perform day-to-day administration and maintenance of the CAD system that supports emergency response operations across multiple agencies.
• Ensure the accuracy, reliability, and integrity of CAD operational data to support effective call handling, resource deployment, and responder safety.
• Create, maintain, and manage CAD system user accounts, business records, roles, access rights and premise alerts in accordance with security, operational, and policy requirements.
• Configure, maintain, and manage agency resources within the CAD system, including personnel, units, apparatus, and associated attributes.
• Develop, maintain, and optimize response plans, run cards, and dispatch logic to support efficient and appropriate emergency response.
• Create, update, and manage nature codes, call types, and incident classification structures to ensure consistent and accurate incident handling.
• Maintain CAD mapping layers and geographic data used for location-based dispatching, situational awareness, and operational considerations such as road closures.
• Configure and maintain automatic notifications, alerts, and system workflows to support operational awareness and response coordination.
• Configure, maintain, and support PURVIS Automated Dispatch components and related CAD system functionality.
• Configure, maintain, and support ProQA and AQUA (Priority Dispatch) software to ensure accurate call interrogation and integration with CAD protocols.
• Work collaboratively with public safety agencies, communications staff, IT personnel, and County stakeholders to implement system updates and operational changes.
• Support operational data tracking, reporting, and quality assurance initiatives.
• Perform work with regular and predictable attendance consistently meeting the scheduling needs as required by the county.
• Perform work during emergency/disaster situations.
• Perform other duties of a similar nature or level.

Skills

CAD system administration

Data management

Security and access control

Education

Associate’s Degree in Criminal Justice or Information Systems

Tools

PURVIS Automated Dispatch

ProQA

AQUA Priority Dispatch

Job description

The New Hanover County 911 Center is seeking a Computer-Aided Dispatch (CAD) Coordinator to provide technical and operational support for the CAD system used to support emergency response operations. The CAD Coordinator will perform system maintenance, configuration, and data management activities that support operational standards to ensure accurate call handling, effective dispatch operations and reliable system performance.

Duties include:

• Perform day-to-day administration and maintenance of the CAD system that supports emergency response operations across multiple agencies.
• Ensure the accuracy, reliability, and integrity of CAD operational data to support effective call handling, resource deployment, and responder safety.
• Create, maintain, and manage CAD system user accounts, business records, roles, access rights and premise alerts in accordance with security, operational, and policy requirements.
• Configure, maintain, and manage agency resources within the CAD system, including personnel, units, apparatus, and associated attributes.
• Develop, maintain, and optimize response plans, run cards, and dispatch logic to support efficient and appropriate emergency response.
• Create, update, and manage nature codes, call types, and incident classification structures to ensure consistent and accurate incident handling.
• Maintain CAD mapping layers and geographic data used for location-based dispatching, situational awareness, and operational considerations such as road closures.
• Configure and maintain automatic notifications, alerts, and system workflows to support operational awareness and response coordination.
• Configure, maintain, and support PURVIS Automated Dispatch components and related CAD system functionality.
• Configure, maintain, and support ProQA and AQUA (Priority Dispatch) software to ensure accurate call interrogation and integration with CAD protocols.
• Work collaboratively with public safety agencies, communications staff, IT personnel, and County stakeholders to implement system updates and operational changes.
• Support operational data tracking, reporting, and quality assurance initiatives.
• Perform work with regular and predictable attendance consistently meeting the scheduling needs as required by the county.
• Perform work during emergency/disaster situations.
• Perform other duties of a similar nature or level.

New Hanover County is dedicated to the recruitment and recognition of a talented and diverse workforce that is committed to public service. Our shared values of professionalism, innovation, equity, integrity, stewardship and accountability guide the way we conduct ourselves and deliver services to our customers. New Hanover County celebrates diversity in our employees’ backgrounds, beliefs, identities, and abilities, while supporting growth opportunities for all. Our talented team has a passion for providing care and services that effect change on the everyday lives of the citizens they encounter. The differences that unite us are a reflection of the community we serve. If this sounds like an organization that models the values you uphold, we invite you to join our team at New Hanover County.

Hours:

Monday through Friday 8:00 a.m. - 5:00 p.m. Must be available to work during emergency situations.

Salary Information:

The hiring range for this position is $56,351 - $76,074, plus a competitive benefits package. Salary will be determined based on qualifications, internal equity, budget, and market considerations.

Associate’s Degree in Criminal Justice, Information Systems, or related field, and three (3) years of experience installing and troubleshooting computer problems; or an equivalent combination of training and experience sufficient to successfully perform the essential duties of the specific position as listed above.

• Preferred - Emergency Number Professional (ENP) Certification
• Must be able to obtain DCI (Department of Criminal Investigation) certification through the State Bureau of Investigation (SBI) to perform the essential duties of this position. U.S. citizenship is required to obtain DCI certification. The ability to obtain DCI certification is determined through testing and successful fingerprint background check results.
• Access to the DCI database cannot be granted by the SBI if any of the following circumstances apply:

  (1) Conviction of a felony

  (2) Conviction of a Class B Misdemeanor within the last 10 years

  (3) Conviction of two or more Class B Misdemeanors regardless of the date of conviction

In compliance with G.S. 153A-94.2(b), if this position requires an applicant for employment to work with children in any capacity, the county must require the applicant to undergo a criminal history record check conducted by the SBI for all offers of employment made after October 1, 2025. These checks must be performed in accordance with G.S. 143B-1209.26, which authorizes the SBI to provide fingerprint-based state and national criminal record checks to cities and counties. Additional information on how to complete this required check will be provided to the selected candidate after an offer of employment is accepted.