Emergency Communications Dispatcher - #000193

Western Carolina University; Cullowhee (NC); On-site; USD 31,000 - 50,000; Full time

Job summary

Western Carolina University’s Office of University Police seeks an Emergency Communications Dispatcher to handle emergency and non-emergency calls for campus safety. You will operate a multi-line phone system and two-way radio, prioritizing incidents and directing responders 24/7.

The role requires high school diploma or equivalent, and required certifications; training to achieve DCI/NCIC and other compliance within specified timelines, with a 12-month OSHR probation for new state hires.

Qualifications

• High School diploma or equivalency and required certifications.
• Ability to achieve DCI/NCIC operator certification within 45 days of employment.
• Some positions may require Basic Telecommunicator Certification within 1 year of employment.

Responsibilities

• Receive and dispatch emergency and non-emergency calls via a multi-line phone system and a two-way radio system.
• As certain the nature of calls and deploy appropriate personnel and equipment.
• Exercise independent judgment within department and university protocols.
• Refer actions requiring deviation from policy to the Director of Emergency Services.
• Maintain confidentiality and follow guidelines for access to sensitive records.

Skills

Two-way radio systems

911 call processing

Multi-line telephone system

Emergency communications

Customer service

High-stress environment

Effective written and verbal comms

Education

High School diploma or equivalency

DCI/NCIC operator certification (or ability to achieve within 45 days)

Basic Telecommunicator Certification (may be required)

Job description

Emergency Communications Dispatcher - #000193

Please see Special Instructions for more details.

To be considered, you must apply online. Applicant should attach a cover letter, up to date resume, and a list of three professional references (include names, addresses and complete contact information).

Applicants who wish to claim veteran’s preference must upload a copy of their DD-214.

PLEASE COMPLETE ALL AREAS OF THE APPLICATION. INCOMPLETE APPLICATIONS MAY NOT BE GIVEN CONSIDERATION IN THE REVIEW PROCESS.

If no applicants apply, who meet the required Knowledge, Skills, Abilities/Competencies and Training and Experience requirements, then management may consider other applicants.

All new hires into positions subject to the State Human Resources Act (SPA) will serve a 12 month probationary period as defined by the North Carolina Office of State Human Resources (OSHR).

Working Title Emergency Communications Dispatcher - #000193

Department

Department Office of University Police

About WCU

Western Carolina University continues to rank high on Forbes ‘Best Employers’ lists each year. Including:

• 2025 – Ranked 1st in the top 100 employers in North Carolina in Forbes ‘America’s Best Employers by State’ list.
• 2024 – Ranking in the top 8.5% on Forbes ‘America’s Best Midsize Employers’ list, WCU was ranked 34 out of the top 400 employers across all industries.
• 2023 – Ranked in the top 20% on Forbes ‘America’s Best Midsize Employers’ list, WCU was ranked 97 out of the top 500 employers across all industries.
• 2022 – Ranked 14th in the top 100 employers in North Carolina in Forbes ‘America’s Best Employers by State’ list.

Western Carolina University is the UNC system’s westernmost campus and has been consistently ranked as one of the top 15 public regional institutions in the South.

Employees of WCU are provided a comprehensive benefits package as well as other resources, policies and programs to ensure a happy and healthy work/life balance. Benefit eligible employees have access to dental, vision and health insurance plans – eligibility begins on the first of the month following date of hire. Retirement plan contributions begin on the eligibility date following election and include employer contributions for either a defined contribution or a defined benefit plan. Optional disability plans are also available.

Eligible employees have access to tuition waivers for up to three courses per academic year; employee may enroll at any of the constituent UNC System campuses. Also offered are free group exercise classes multiple times per week, a discounted membership to the campus recreation center, free vaccine and booster shots offered on campus, pretax flexible spending accounts, 12 paid holidays and 24 hours of paid community service leave each year. Leave earning employees (staff and 12-month faculty) who work at least half of the working days of their first month of employment will begin accruing vacation and sick leave immediately. Paid parental leave after 12 months of continuous service.

WCU offers an abundance of training and development programs, certifications, workshops and conferences – many of which are offered free of charge.

Position Summary

The Department of Emergency Services serves the Western Carolina University community and associated public safety agencies 24/7/365. Emergency Communications Dispatchers s provide emergency and non-emergency communications and dispatch services for the WCU Police Department, WCU EMS , WCU Emergency Management, Counseling and Psychological Services, Parking Services, Cat Tran (transportation), and other university departments.

Under the direction of the Director of Emergency Services, Emergency Communications Dispatchers perform various duties following established guidelines that promote the safety and well-being of the campus community.

Primary responsibilities include:

Receiving and dispatching emergency and non-emergency calls via a multi-line phone system and the university’s two-way radio system;

• Ascertaining the nature of calls and deploying the appropriate emergency and non-emergency personnel and equipment; providing direction and guidance to callers reporting police, fire or medical emergencies, and other incidents;
• Exercise independent judgment, within department and university protocols, when handling routine or emergency calls;
• Referring actions requiring deviation from departmental policy to the Director of Emergency Services;
• Reporting public safety technology issues or failures to the Public Safety Telecommunications Manager;
• Accessing and obtaining information from confidential and sensitive university and criminal justice records and systems, per departmental and university protocols, to assist public safety
• Maintaining a high level of confidentiality for all business conducted and information obtained in the Emergency Communications Center. Emergency Communications Dispatchers must keep/follow guidelines, rules, and federal laws pertaining to access and dissemination of information (i.e., FERPA , HIPPA , DCI / NCIC , and university personnel and student information records);
• Possessing excellent communication and customer service skills are employed when interacting with students, staff, faculty, the public, and officials from external agencies. Emergency Communications Dispatchers must use good judgment, maintain confidentiality, use problem‑solving skills, and can make quick decisions related to public safety calls and the dispatching of emergency resources;
• Must be comfortable in a highly technical environment and be, or become proficient in, the systems and software used in the Emergency Communications Center. These systems include a multi-line telephone system, a multi-channel two‑way radio system/console, the Division of Criminal Information System of North Carolina ( DCI )/National Crime Information Center Computer terminal ( NCIC ), ProQA Emergency Medical Dispatch software, and a multi-line telephone system;
• Monitoring, responding, initiating, and programming computer‑based radio, security, voice recording, emergency notification, weather, and camera surveillance systems. Emergency Communications Dispatchers monitor fire, intrusion, panic/duress, and maintenance alarms, and dispatch appropriate resources to respond to the alarms.

Knowledge, Skills, & Abilities Required for this Position

Knowledge of Western Carolina University campus and local community,

• General knowledge of two-way radio systems and 911 call processing procedures including emergency communication operations,
• General skills in operating computer systems, particularly working with multiple computer systems and databases simultaneously,
• The ability to operate a multi-line telephone system effectively,
• The ability to multi-task in a sometimes highly stressful environment,
• The ability to react calmly, quickly, and decisively in emergency situations,
• The ability to provide excellent customer service, including effectively communicating clearly, concisely, professionally in a high‑stress environment,
• The ability to work effectively both individually, as well as on a team,
• The ability to be able to operate effectively under high‑stress, emergency situations,
• The ability to read and comprehend manuals, directives, instruction sheets, general orders, and other documents of direction or instruction,
• The ability to work in a diverse environment with a demonstrated history of sensitivity to the needs of the community the position serves,
• The ability to communicate effectively accurately verbally and in writing,
• The ability to perform additional job‑related tasks, upon request by the Director of Emergency Services,
• The ability to work shift work and holidays, as the Emergency Communications Center – operations are 24/7/365,
• The availability to work special events on a rotational basis, which may require work outside of normal shift hours.

Minimum Qualifications

Some state job postings say you can qualify by an ‘equivalent combination of education and experience.’ If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both.

High School diploma or equivalency and demonstrated possession of the competencies necessary to perform the work. Requires certification as a Division of Criminal Information computer operator or the ability to achieve certification within 45 days of employment. Some positions may require Basic Telecommunicator Certification in accordance with the provisions of the North Carolina Criminal Justice Training and Standards Commission or the ability to achieve certification within one year of employment.

Anticipated Hiring Range

Anticipated Hiring Range $42,060

Position Type

Position Type Permanent Full-Time

Number of Hours per Week

Number of Hours per Week 40

Number of Months per Year

Number of Months per Year 12

Salary Band Range

Salary Band Range $31,200 - $50,082

Salary Grade

Salary Grade For administrative purposes during the implementation of Career Banding this journey level position is considered a Salary Grade 61.

Background/E-Verify

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks.

Western Carolina University uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify . Proper documentation of identity and employability are required at the time of employment.

All new employees are required to have listed credentials/degrees verified within 30 days of employment. All new employees who will be teaching are required to provide official transcripts within 30 days of employment. Transcripts should be provided for the highest earned degree and/or the degree which is being used to satisfy credential/qualification requirements.

EOE

Western Carolina University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race; color; ethnicity; religion; sex; pregnancy; sexual orientation; gender identity or expression; national origin; age; disability; genetic information; political affiliation; National Guard or veteran status, consistent with applicable federal, state and local laws, regulations, and policies, and the policies of The University of North Carolina. Persons with disabilities requiring accommodations in the application and interview process please call [phone] or email at [e-mail].

University Safety

The Western Carolina University Annual Safety Report is available online at University Annual Safety Report or in hard-copy by request at the office of the Vice Chancellor for Student Affairs, 227 HFR Administration Building, Cullowhee, NC 28723 (828-227-7147) or the Office of University Police, 111 Camp Annex, Cullowhee, NC 28723 (828-227-7301). The report, required of all universities participating in Title IV student financial aid programs, discusses crime statistics, procedures for reporting suspicious or criminal activity, security, police authority, crime prevention strategies, university policies on substance abuse and sexual offenses, workplace violence and fire safety.

Required Documents

• Cover Letter/Letter of Application
• Resume
• List of references

Optional Documents

• DD-214
• NGB 23A (RPAS)
• DD256 or NGB22

Supplemental Questions

Required fields are indicated with an asterisk (*).

• * How did you hear about this employment opportunity?
  • HigherEdJobs.com
  • Inside Higher Ed
  • HERC - Higher Education Recruitment Consortium
  • Website - Jobs.wcu.edu
  • Indeed.com
  • Personal Referral
  • Agency Referral
  • Other