Telecommunicator

New Hanover County; Wilmington (NC); On-site; USD 40,000 - 49,000; Full time

Benefits offered by this job

Sign-on bonus

Night shift differential

Bilingual differential

Competitive benefits

Job summary

New Hanover County 911 Center is seeking Telecommunicators to answer emergency calls and coordinate dispatch for police, fire, and EMS. You will stay calm under pressure, gather essential information, and relay it accurately to responders.

This full‑time position requires night, weekend, and holiday shifts in a 24‑hour operation. Applicants must have a high school diploma or GED, 1 year of related experience, and be able to obtain CAD certification and SBI background checks; bilingual

Qualifications

• High school diploma or GED with 1 year of related, high‑stress multitasking experience.
• Knowledge of Computer Aided Dispatch (CAD) is preferred.
• Bilingual in English and Spanish a plus.
• Ability to type and operate communications equipment.

Responsibilities

• Dispatch appropriate emergency and non‑emergency personnel to calls for service.
• Receive calls, obtain vital information, and relay details to responders.
• Monitor radio transmissions for accuracy and unit status.
• Maintain logs and NCIC/DCI entry files as required.
• Work nights, weekends, holidays in a 24‑hour operation.
• Prioritize calls and ensure rapid response.

Skills

Multi-tasking

Public safety communications

Strong communication

Bilingual English/Spanish

Education

High school diploma or GED

Tools

Computer Aided Dispatch (CAD)

Job description

Are you ready for a career that combines challenge, responsibility, and the opportunity to make a positive impact in your community? We are looking for Telecommunicators to answer emergency calls and monitor radio dispatch in our New Hanover County 911 Center. We're seeking dedicated individuals to provide the most efficient, accurate, and professional service. Join us in making a difference right where you live!

The successful candidate must be skilled at multi-tasking in a fast-paced environment and must have the ability to talk to citizens, asking scripted questions, while entering responses with accurate information to dispatch calls and provide critical information upon which others rely. This position serves as a lifeline for first responders in the field and is the primary point of contact for citizens in emergency situations.

Duties include:

• Dispatching appropriate emergency and non-emergency personnel to calls for service and/or complaints.
• Receiving and dispatching calls to appropriate personnel and securing proper information from persons in state of excitement or panic to assure adequate response.
• Prioritizing calls based upon nature of request for services, availability of units, and other pertinent information.
• Monitoring radio transmissions of personnel for accurate response, need for additional assistance and to increase safety of responding personnel.
• Maintaining accurate logs in Computer Aided Dispatch (CAD) as required to document the time of calls, time dispatched, response time, time cleared, and other required data.
• Monitoring and maintaining accurate and current awareness of the locations and status of police, fire and ambulance units for safety and to ascertain availability for response.
• Preparing and maintaining a variety of records and logs including warrant files, National Crime Information Center (NCIC) and/or Division of Criminal Information (DCI) entry files, and other required records as needed.
• Operating a manual dispatching system when automatic systems are not functioning or when necessary.
• Performing other related duties as required and assigned.
• Must be able to work nights, weekends, holidays, order-in coverage, and unrestricted mandatory overtime in a 24-hour operation requiring shift work and assigned shift changes.

Successful candidates for this position will be calm, professional, and skilled at multi-tasking in a fast-paced environment. Due to the responsibilities of this position, Telecommunicators must maintain 100% attention at all times.

Work is performed indoors in closed and secured setting involving continuous speaking, conversing on telephone and computer operation. The selected candidate should have the ability to function for extended hours day or night and must possess the necessary skills to operate a computer keyboard, telephone, recording device and various office skills. Sitting, stooping, bending, reaching, pulling, pushing, grasping, talking, seeing, hearing (split ear), reading, and repetitive keyboard motions as well as extended periods of sitting. Work in a closed and restricted setting with the same coworkers for extended periods. Frequent telephone communication with citizens in stressful situations who may be unable to communicate effectively.

The New Hanover County 911 Centre is the link between citizens and emergency public safety response receiving over 500,000 citizen calls per year. The department's actions help save lives, protect property, and assist the public in their time of need.

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.

• High school diploma/GED and 1 year of related experience involving a high level of multi-tasking and public contact, preferably using communications equipment such as a two-way radio and computers in a high stress setting; or an equivalent combination of education and experience.
• Knowledge of Computer Aided Dispatch (CAD) desired.
• Knowledge of county streets, highways, and waterways preferred.
• Bilingual in English and Spanish a plus.

Must be able to obtain CPR, DCI (Department of Criminal Investigation) operator and emergency medical, fire & police dispatch certifications, training provided.

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.

(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

Full time applicants will be assigned 12-hour shifts on either Dayshift, Nightshift, or a Midshift, according to the needs of the department; includes weekends and holidays. Must be available for overtime and during emergency situations.

Must be able to work nights, weekends, holidays, order-in coverage, and unrestricted mandatory overtime in a 24-hour operation requiring shift work and assigned shift changes.

We have recently introduced a new "weekends only" schedule, featuring 12-hour shifts on Fridays, Saturdays, and Sundays. Further details regarding this schedule can be discussed during the interview process.

Part time applicants will be assigned to no more than 19 hours per week, according to the needs of the department when hired; includes weekends and holidays.

Part time positions of 19 hours a week or less are not eligible for benefits.

All Applicants must be willing to work night shift.

Applicants referred to the department must take a timed aptitude test, which will include typing.

Salary Information:

The hiring range for this position starts at $44,152.00 annually + a competitive benefits package. Please visit our career site at www.nhcgov.com/careers for more information about our benefits. Salary will be determined based on qualifications, internal equity, budget, and market considerations.

Bilingual candidates able to read, speak, and write in Spanish and English with the same degree of fluency are eligible for a 5% differential when performing duties utilizing this skill during the course of performing work duties.

Employees who are assigned to work the night shift will receive a 5% pay differential for time physically worked between 7pm and 7am.

Sign On Bonus:

Candidates accepting regular benefits eligible employment into this position are eligible to receive a one-time sign on bonus of $2,000 with half being paid upon starting in the position and the second half being paid upon successful completion of one's introductory period. In the event the employee voluntarily resigns from the position before one year of service in it, the employee shall repay the sign on bonus amount on a prorated basis, depending on the length of full time service in the position prior to resignation. (Please note: the bonus installments paid are subject to all required applicable payroll taxes and deductions.) Current NHC employees hired to fill one of these positions will receive half of the sign on bonus amount ($1,000) upon starting in the position and the second installment of ($1,000) will be paid following 180 days of successful employment in the position.

Bilingual candidates able to read, speak, and write in Spanish and English with the same degree of fluency are eligible for a 5% differential when performing duties utilizing this skill during the course of performing work duties.

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.