Telecommunicator (911)

City of Santa Fe Springs; Greenville (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Pitt County Government seeks a 9-1-1 Telecommunicator to operate on assigned shifts under supervision. You will answer emergency calls, provide pre-arrival instructions, and dispatch fire, EMS, and law enforcement using CAD and ProQA protocols.

The role requires a high school diploma (or equivalent) and completion of EMD/EFD and ETC certifications, with a trainee period until credentials are obtained. You’ll work 12-hour shifts in a fast-paced public safety environment.

Qualifications

• Requires high school diploma or equivalent and related dispatch training.
• Experience preferred in dispatching fire, EMS, and/or law enforcement within an emergency communications center.
• Certifications in EMD, EFD, and ETC preferred or obtainable within one year.

Responsibilities

• Answer emergency calls promptly to ensure the best outcomes for callers.
• Process calls using EMD or EFD protocols and assign determinant levels and priorities.
• Dispatch appropriate units via CAD and ensure resources are directed to high-priority calls.

Skills

Emergency dispatch

Radio communications

CAD systems

ProQA protocols

AVL technology

GIS layers

Tactical prioritization

Public safety coordination

Education

High school diploma or equivalent

ETC certification

EMD certification

EFD certification

Tools

CAD software

ProQA

GIS software

Job description

General Statement or Primary Purpose

Under general supervision, after probationary period, performs specialized radio and communications work for the County, serving as telecommunicator on an assigned shift. Work involves receiving all incoming calls, dispatching applicable resources, performing Emergency Dispatch Protocols (EMD, EFD) as well as providing pre-arrival instructions and operating a computer-based dispatch system as well as multiple applications and software’s. Work also includes dispatching units or representatives from fire departments, EMS departments, law enforcement, medical center, etc., and maintaining equipment and records. Reports to the assigned 9-1-1 Shift Supervisor.

Duties And Responsibilities Or Knowledge, Skills, Abilities

Answer emergency calls in a timely fashion for the best outcome for the citizen(s) calling in an emergency. Process emergency calls using either Emergency Fire Dispatch (EFD) or Emergency Medical Dispatch (EMD). All calls needing law enforcement will be either transferred to the appropriate agency or contact will be made and resources requested by Telecommunicator. As part of call processing, calls will be assigned a determinant level by the telecommunicator for a emergent or non-emergent response mode by responders. Along with a determinant level, the telecommunicator will also tactically assign a priority to each call so high-level calls are dispatched before lower priority calls. Assignment of determinants and priorities will be done by efficiently operating a Computer Aided Dispatch (CAD) system along with protocol software (ProQA).

The 9-1-1 Telecommunicator is also required to tactically dispatch all calls without delay once a determinant level and priority has been assigned. Using the Computer Aided Dispatch (CAD) system and the county owned and operated 700 MHz P25 TDMA, the Telecommunicator will dispatch all necessary units to the emergency. The telecommunicator will use AVL technology and graphic information system (GIS) layers to determine the closest and most efficient resources to respond. Discretion is required in times of peak call volume to ensure resources that are closest, are re-directed to higher priority calls to provide best outcomes for all emergencies.

The 9-1-1 Telecommunicator must also tactically monitor all primary and secondary channels for responder safety to include tactical fire channels during major events in the event there is a call for a firefighter down and/or an emergency button press for any responder. Statewide VIPER talkgroups must also be monitored 24/7 in the event there is a regional and/or statewide issue such as a phone outage, natural disaster, man-made disaster etc.

The 9-1-1 Telecommunicator must also be sure to keep other Emergency Management staff aware of certain incidents they may render media attention or require specialized resources such as aircraft crashes, school bus incidents, school shootings, incidents with EMS/Fire units, injury or death of a responder, etc.

Additional Job Functions

• Notifies management of the need for location changes, business lookup changes, GIS errors and other needs as they arise in primary dispatch systems.
• Maintains a clean work area.
• Makes sure critical operational information is passed on to relieving shift.
• Provides approved information to public as requested.

Minimum Education And Experience

Graduation from high school or equivalent; and any combination of training and experience which provides the required knowledge, skills, and abilities. Experience preferred in dispatching fire, EMS, and/or law enforcement within an emergency communications center. Until such time certifications are obtained, employee will be hired and operate as a 911 Telecommunicator trainee.

Special Requirements

Possession of a valid driver's license issued by the State of North Carolina.

Successful completion of American Heart Association Healthcare CPR certification.

Emergency Medical Dispatch (EMD).

Emergency Fire Dispatch (EFD).

Emergency Telecommunicator certification (ETC).

• All dispatch certifications are through the International Academy of Emergency Dispatch

Approval by Medical Director to function as an Emergency Medical Dispatcher in Pitt County.

Ability to work 12-hour shifts (both day and nights on a rotating basis).

Trainee Appointment: Must obtain required certifications within one year of employment.

Equal Opportunity Employer

Pitt County Government offers a comprehensive benefits package to part-time and full-time employees who are eligible for benefits. Your benefits add value to your overall compensation program by offering you vacation, holiday, and sick leave as well as medical, dental, life, accident, disability insurance plans, NC 401(k) Plan, and other benefits that work together to provide overall wellness and financial security for you and your family.