Telecommunicator- Full Time

Harnett County; Lillington (NC); On-site; USD 30,000 - 50,000; Full time

Job summary

Harnett County is seeking a Telecommunicator to receive and process Emergency and Non-Emergency calls for law enforcement, fire, EMS, and partner agencies. This role requires calm decision-making in high-stress situations, effective triage, and clear communication with responders.

You will operate CAD systems, provide pre-arrival instructions, and manage information to ensure rapid, safe responses while working all shifts including nights, weekends and holidays.

Qualifications

• High school diploma or GED required; relevant dispatching/public contact experience preferred.
• Must obtain SBI DCI Operator certification within 90 days of start.
• Must obtain Basic Telecommunicator certification within one year of employment.

Responsibilities

• Receive Emergency and Non-Emergency calls via phone, radio, or other channels.
• Operate CAD and telephony equipment to maintain contact with law enforcement, fire, and EMS.
• Provide pre-arrival and post-dispatch instructions in high-stress situations.
• Ascertain location and nature of emergencies and triage information.
• Coordinate responses and assign units; relay critical information to responders.
• Enter/Modify/Clear NCIC files for relevant agencies.

Skills

Emergency communications

Multitasking

Critical thinking

Empathy

Teamwork

Typing

Geography knowledge

Education

High school diploma or GED

Tools

CAD system

Computer systems

NCIC entry/modification

Job description

POSITION SUMMARY:

An employee in this position performs communication work receiving Emergency and Non-Emergency Calls for service and various tasks for law enforcement, fire, EMS, and after hours answering for partner agencies in the county. This critical role serves as the vital communications link between the public in need of assistance and emergency services response. This entails a candidate being able to work independently in a high-stress environment while receiving and evaluating incoming emergency and administrative requests for emergency services, including but not limited to law enforcement, fire and emergency medical services (EMS); triaging those requests for service; providing guidance and assistance to the public in life-safety situations; and coordinating appropriate responses to high-risk, high-stress operations, with the objective of keeping all participants safe. Work is performed under the supervision of the Communications Shift Supervisor and is evaluated through observation, monitoring of radio communication, discussion and review of reports. Work is performed inside the Emergency Communications Center. The workload can fluctuate from minimal to extremely fast-paced and high call volume. This employee could deal with crisis situations that require them to make quick decisions to ensure safety of callers, responders, managing resources. The Telecommunicator must be able to work all shifts including days, nights, weekends and holidays. The Telecommunicator must be able to adapt and cope with stressful situations, emotional callers, and other unprofessional contacts.

Hiring Range: $50,479.00

ESSENTIAL FUNCTIONS OF THE POSITION:

• Receives Emergency and Non-Emergency calls for service via phone, radio or other means of Communication.
• The Telecommunicator will operate a variety of electronic equipment, including telephony, and Computer-Aided Dispatch (CAD) to maintain constant contact with Law Enforcement, Fire and EMS personnel.
• Operates a Computer-Aided Dispatch (CAD) system, along with his/her training, policies, protocols and procedures to screen calls for service. This employee should be able to promptly answer the calls professionally, regardless of if the call is received via telephone, text, video or other method.
• Providing pre-arrival and post-dispatch instructions during high-stress situations, such as CPR, Active Shooter, Childbirth, Callers in Danger, etc.
• The Telecommunicator will ascertain such information by obtaining the location of the emergency, the nature of the emergency, and all pertinent and available information.
• The Telecommunicator will utilize the International Academy of Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), and Emergency Police Dispatch (EPD) to protocol process and prioritize calls for service.
• Using training and operational policies, protocols, and procedures to take appropriate action including, but not limited to: relaying critical information, and dispatching/initiating the emergency response system.
• Assigning units to incidents via radio, or other methods of Communication.
• Relaying pertinent information, coordinating available resources, etc.
• Conducting continuous status checks for responders to ensure the continuous safety of those responders on the scene.
• Documenting thorough and accurate information about the incident and maintaining consistent awareness of the scene.
• Enter/Modify/Clear National Crime Information Center (NCIC) files for law enforcement agencies such as Wanted Persons, Missing Persons, Stolen Vehicles, etc.
• This position is essential, and the employee must report to work during disaster situations.
• Performs other related duties as required.

MINIMUM REQUIREMENTS TO PERFORM WORK:

• Graduation from high school/or GED and some communications, dispatching, or other public contact work preferred;or an equivalent combination of education and experience.
• Must have or obtain a North Carolina Driver’s License and have reliable transportation to and from work.

SPECIAL REQUIREMENTS:

• Upon employment, the Telecommunicator must be able to obtain certification from the North Carolina State Bureau of Investigation (SBI) as a Division of Criminal Information (DCI) Operator within 90 days.
• Must be able to obtain certification from the North Carolina Sheriff’s Training & Standards as a Basic Telecommunicator within one year of employment.

Other Certifications required upon employment include, but not limited to:

• Cardiopulmonary Resuscitation (CPR)
• Emergency Medical Dispatch (EMD)
• Emergency Fire Dispatch (EFD)
• Emergency Police Dispatch (EPD)
• Division of Criminal Information (DCI) Modules 1-3
• National Incident Management System (NIMS) 100,200,700 &800.

KNOWLEDGE, SKILLS, and ABILITIES:

• Knowledge of Emergency Communications is preferred, but not required.
• Knowledge of the county.
• Knowledge of basic computer skills.
• Knowledge of stress management.
• Ability to make quick decisions in stressful situations while remaining calm.
• Ability to show/provide empathy to callers.
• Ability to be respectful.
• Ability to have patience.
• Ability to be ethical, honest, and have integrity.
• Ability to be dependable
• Ability to be flexible.
• Ability to be non-bias.
• Ability to use emotional control.

Skills Required:

• Ability to use keyboarding/typing.
• Ability to multi-task.
• Ability to use critical thinking and problem solving.
• Ability to work as a team.
• Ability to be an active listener and use verbal and written communication skills.
• Ability to have good customer service.
• Knowledge of geography and map reading.
• Ability to use reasoning and logic.
• Ability to have a good memory and recall.

PHYSICAL DEMANDS:

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 sedentary work exerting up to 10 pounds of force occasionally; and a negligible amount of force frequently or constantly to move objects. Must possess the visual acuity to operate computer equipment and maintain and review manual written records.

WORK ENVIRONMENT:

The employee works indoors handling calls from people who are dealing with medical, police, or fire emergencies.

Recruitment and Selection Guidelines

During the recruitment process, candidates will be expected to complete the Critical© assessment, a six-hour observation inside the Communications Center as well as a panel interview. Successful candidates will move on to complete a thorough background investigation including submitting to a polygraph examination and psychological screening. Upon employment, the successful candidate will be required to attend the in-house Telecommunicator Training Academy which is projected to last 6-8 weeks.