Telecommunicator

Town of Wake Forest; Greenevers (NC); On-site; USD 55,000 - 83,000; Full time

Job summary

The Telecommunicator in the Town of Wake Forest Communications Center handles routine and emergency calls, coordinating law enforcement, fire, and EMS responses. You will use CAD, police radio, and NCIC/DCI tools to deploy units and gather information while maintaining accurate records.

The role requires calm, clear communication under stress, attention to detail, and strict adherence to departmental policies and state laws. Night shift availability is noted in the posting.

Qualifications

• Experience with public safety call handling and dispatching.
• Ability to operate CAD and police radio systems.
• Knowledge of FCC regulations affecting telecommunications.
• Ability to multi-task and stay composed under stress.

Responsibilities

• Receives routine and emergency telephone calls and dispatches appropriate services.
• Operates CAD and radio systems to deploy units and coordinate response.
• Uses DCI/NCIC to obtain driver history, vehicle registration and records.
• Maintains documentation related to DCI and public records requests.
• Monitors surveillance systems and coordinates with other agencies.

Skills

Public safety communications

FCC regulations

Calm under pressure

Clear speaking ability

Education

High school diploma

Tools

CAD System

DCI/NCIC terminals

CJ Leads

E Warrants System

Job description

General Statement of Duties

The Telecommunicator performs responsible public safety communications and office support for the law enforcement, fire, and rescue functions in the Town of Wake Forest. An employee in the class receives incoming routine and emergency calls and dispatches emergency and non-emergency calls for personnel in the County using 2-way radios, computer aided dispatch, telephone and TDD machines. Work is performed in accordance with Departmental policy and State and federal law. Work is performed under the supervision and guidance of the Shift Supervisor, and is evaluated through observation, monitoring of radio communication, discussion, and review of reports. This role performs law enforcement telecommunications duties in the Communications Center of the police department.

• Telecommunicator Salary Range $55,055 – $83,133
• Telecommunicator II Salary Range $58,909 – $88,953
• Senior Telecommunicator Salary Range $63,033 – $95,180

Distinguishing Features of the Class

An employee in this class receives incoming routine and emergency phone calls; dispatches and maintains contact with police units; and calls for fire, emergency medical services, mutual aid, and other resources as required. Employees also operate computer aided dispatch (CAD) system and a computer terminal connected to the Division of Criminal Information (DCI), E Warrants System, CJ Leads System, and the National Crime Information Center (NCIC). Work also involves storing and maintaining documentation related to DCI. Work requires frequent public contact, which requires tact, firmness, decisiveness, and judgment in order to obtain necessary information from people who are often under extreme stress. Employees must be able to multi-task and choose appropriate courses of action in a rapid and efficient manner. Work is performed in accordance with departmental policy and state and federal law, supplemented with specific directions from sworn supervisory personnel. Work is normally performed under the supervision of the Telecommunications Supervisor and is evaluated through observation, monitoring of radio communication, discussion and review of reports.

Please note this is a permanent night shift position.

Employee Values:

Employees of the Town of Wake Forest are expected to uphold and exhibit the Town’s shared employee values of caring, commitment, character, and collaboration.

Duties and Responsibilities

Essential Duties and Tasks – at all Levels of this Series:

• Receives routine and emergency telephone calls and personal requests for assistance concerning suspicious or criminal activity, fire and/or medical emergency services’ needs, or general information.
• Ascertains the name, location, nature of call, and any additional pertinent information of calls received to deploy appropriate services (i.e. law enforcement, fire, emergency medical services, town utilities, etc.).
• Operates a variety of electronic equipment to maintain contact with police, fire, emergency medical services, and additional outside law enforcement agencies (i.e. sheriff’s departments, highway patrol, probation/parole, municipal police departments, etc.).
• Determines which police unit to deploy based on location of incident; dispatches officers using the CAD System and/or police radio system; collects and provides additional information regarding calls for service as it becomes available; collects and provides background information from additional computer programs (i.e. DCI System, CAD System, CJ Leads, E Warrants, etc.).
• Operates a computer terminal connected to DCI and NCIC to obtain driver's history, vehicle registration and property data, and criminal record information.
• Enter information into various computer programs (i.e. CAD System, DCI, CJ Leads, etc.) to assist officers in the field and during criminal investigations.
• Answers emergency utility calls such as power outages or other problems with the town electrical system; notify the designated on-call employee regarding the nature of the call.
  • Transfers appropriate calls to various public safety agencies (i.e. police, fire, or emergency medical services) or any additional resources as required.
  • Monitors activities of police personnel in the field via radio and computer GPS.
  • Receives and responds to calls for service from a Telecommunications Device for the Deaf (TDD).
  • Prints photos for officers, as required.
  • Assists crime analysts in compiling data regarding calls for service.
  • Make electronic copies of calls for service and radio transmissions for public records requests in the absence of the telecommunications supervisor.
  • Monitors all closed-circuit surveillance systems.
  • May perform other related duties as required and within the scope of this classification.

Recruitment and Selection Guidelines

Knowledge, Skills, and Abilities – All Levels:

• Considerable knowledge of the operation of a public safety communications center, electronic radio and telecommunications systems and related Federal Communications Commission (FCC) regulations.
• Working knowledge of the functions, practices and procedures of the Police Department, fire departments, and emergency medical services.
• Working knowledge of the geography of the town and surrounding areas.
• Ability to accurately receive and transmit radio communications.
• Ability to assess people and situations, to apply sound judgement, to remain calm under stressful conditions and to elicit sufficient and essential information for dispatching and assisting field personnel.
• Ability to speak clearly and distinctly.
• Ability to maintain accurate and complete work activity records and files, including operating computer terminals.

Special Requirements:

• Possession of a valid driver’s license.
• Possession of or ability to obtain certification by the State of North Carolina as a DCI and NCIC operator within 12 months of hire.

For a Telecommunicator II:

• Two years’ experience
• 60 Additional training hours.
• Notary
• CIT for Telecommunicator
• NIMS IC 100, 200, and 700

For a Senior Telecommunicator:

• 4 years’ experience
• 120 Additional training hours
• Intermediate Telecommunicator Certificate
• CTO Certified

Desirable Experience and Education:

Graduation from high school; experience as a telecommunicator and/or other public safety work preferred.

Special Note:

This class description gives an overview of the job class, its essential job functions, and recommended job requirements. However, for each individual position assigned to this class, there is available a completed job questionnaire with a physical abilities checklist which can give further details about that one specific position. Those documents should be reviewed before initiating a selection process. They can provide additional detailed information on which to base various personnel actions and can assist management in making legal and defensible personnel decisions.

Physical Requirements

The work associated with this role is primarily sedentary. Work is performed in a relatively safe, and secure work environment.

• Must be able to physically perform the basic life operational functions of stooping, reaching, lifting, fingering, grasping, talking, and hearing.
• Must be able to perform light work exerting up to 20 pounds of force occasionally; up to 10 pounds of force frequently; and a negligible amount of force constantly to move objects.
• Must possess the visual acuity to operate computer equipment and maintain and review manual written records.