Telecommunicator - 911 Dispatcher POS# Various

Cumberland County; Fayetteville (NC); On-site; USD 36,000 - 54,000; Full time

Job summary

Cumberland County seeks a 911 Public Safety Telecommunicator in North Carolina to receive calls, guide callers, and coordinate with first responders on a demanding 12-hour shift. The role includes on-the-job training, CritiCall and typing tests, and a three-tier development path with opportunities for advancement. Applicants face citizenship, age, and background checks, with extensive preparation for certification.

Qualifications

• High school diploma or GED required and one year of public interaction experience in safety/government/industry.
• Typing test of 35 words per minute required.
• CritiCall testing must be completed.

Responsibilities

• Receive 911 calls from citizens needing assistance.
• Adhere to nationally accepted protocols for processing 911 calls.
• Manage distressed callers during high-stress situations.
• Provide potentially life-saving instructions by phone.
• Prioritize calls for dispatch to appropriate first responders.
• Use computer, phone and radio technology to complete tasks.
• Coordinate with internal and external entities during Emergency Operations.

Skills

Typing 35 wpm

CritiCall testing

Emergency dispatch knowledge

Calm under pressure

Education

High school diploma or GED

Job description

*Work schedules are 12-hour shifts which can include nights, weekends and holidays*

Serve as the vital link between your community and the first responders who protect it. As a 911 Public Safety Telecommunicator, play a crucial role in saving lives and safeguarding property. This rewarding career offers comprehensive on-the-job training, certification programs, and advancement through a structured three-tier development path.

Join an accredited team of dedicated Public Safety professionals and work with cutting-edge 911 technology to support emergency responders. When someone calls 911 on their darkest day, your voice and guidance can make all the difference.

• Receive 911 calls from citizens needing assistance
• Adhere to nationally accepted protocols for processing 911 calls
• Managing distressed callers during intense and high stress situations
• Provide potentially life‑saving instructions by phone to callers
• Prioritize calls for dispatch to appropriate first responders
• Use advanced computer, phone and radio technology to complete tasks
• Coordinate with internal and external entities during Emergency Operations

Graduation from high school or GED and one (1) year of experience related to public interaction in a safety, government, or industry program; or an equivalent combination of education and experience. Typing test of 35 correct words per minute and successful completion of Criticall testing (administered through the County Human Resources Office) are required.

Telecommunicators have the opportunity to progress through three levels of Telecommunicator classification. Progression is based on experience and demonstrated ability and certification in assigned radio channels.

Additional requirements:

Successful completion of Typing and Criticall testing (administered through the County Human Resources Office) are required.

Please be sure to check the email address provided on your application for correspondence in reference to your application. Some email servers may see correspondence as spam, so it is important to check your spam folder as well. All correspondence will also be viewable within your NeoGov inbox. When signed in, click on your name in the top right-hand corner and then inbox.

Practice resources for testing Keyboarding:

www.typing.com (Typing.com)

typingtest.com (TypingTest.com)

Practice resources for testing CritiCall:

https://criticall911.com/dispatcher-testing/applicants (CritiCall Applicant Information)

https://www.911professor.com/criticall-test.html (911 Professor)

• Knowledge of the methods, procedures, and policies of Cumberland County as such pertains to the performance of the essential duties of Telecommunicator
• Knowledge of principles and practices of emergency medical, police, and fire dispatch work to include applicable policies and procedures, techniques for calming callers and obtaining necessary information
• Knowledge of Laws, ordinances, standards, and regulations pertaining to the essential duties and responsibilities of the position
• Knowledge of geographical structure of Cumberland County; organization of the Department, and of related departments and agencies; occupational hazards and safety precautions required to perform the essential functions of the work; and terminology used within the Department as such pertains to work responsibilities
• Knowledge of radio communications systems (e.g.., dispatch consoles, 911 phone systems, 911 recording equipment, computer aided dispatch (CAD) system, quality assurance (QA) software, mapping software, and medical, law and fire dispatch protocol systems); and Microsoft Office
• Skill of interpersonal communication (both verbal and written), and organization skills
• Ability to establish and maintain cooperative and effective working relationships; multi-task; prioritize; make quick decisions; and actively listen
• Ability to cover shifts in absence of staff when assigned

Conditions of Employment:

Obtain and maintain North Carolina Emergency Medical Dispatcher certification; International Academy of Emergency Medical, Fire and Police certification; Emergency Telecommunicator Certification; NC DCI certification; NIMS 100, 200, 700 and 800.

Due to the Title 12, Section .0400 – Standards and Certifications for a Telecommunicator changes in 2014 all applicants must meet the following requirements:

• Candidates shall be a citizen of the United States.
• Candidates shall be at least 18 years of age.
• Has never been convicted of a felony.
• Has not been convicted of a Class B misdemeanor within 10 years.
• Has no pending or outstanding criminal charges of a Class B misdemeanor or greater.

If hired, approximately 8 weeks of classroom training will be conducted during standard business hours.

Successful candidates who receive a conditional offer of employment with Cumberland County must pass pre‑employment screenings, including criminal history checks and drug screenings, as required by Cumberland County Policies and Procedures, prior to beginning work or receiving a final offer of employment. Refusal to submit to testing or testing positive for prohibited substances will result in the withdrawal of the conditional employment offer.

Cumberland County is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind. All employment decisions at Cumberland County are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other status protected by applicable laws and regulations. We encourage applications from all qualified individuals and will provide reasonable accommodations for qualified individuals with disabilities in accordance with applicable law. We celebrate diversity and are committed to creating an inclusive environment for all employees.