Telecommunicator I

The Telecommunicator I, trains to perform specialized emergency communications work in the County's enhanced 911 Communications Department.

In this role, you’ll be the calm voice in chaos, offering reassurance, clarity, and critical support to those facing some of the most intense moments of their lives. You won’t just be answering calls, you’ll be saving lives. We’re looking for individuals with deep compassion, empathy, and a strong sense of duty. You’ll need to think fast, stay calm under pressure, and communicate clearly—because your decisions can directly impact the safety of first responders and the public. This is a challenging position, but it’s also one of incredible purpose and fulfillment.

• Answers 911 lines, non-emergency administrative lines, TTY lines, text-to-911 lines and obtains and properly verifies the location of service.
• Assists and instructs callers using Emergency Medical Dispatch (EMD), fire and law enforcement protocols and/or ProQA software.
• Gathers necessary information for responders.
• Utilizes the Computer Aided Dispatch (CAD) system for call processing and dispatching, mapping, monitoring and reporting.
• Operates a computerized, multi-channel two-way radio to transmit and receive messages, establish and maintain patches, and monitor responder activity.
• Ensures the scene responders are responding to is as safe as possible.
• Accesses and uses recording equipment to playback and/or save audio files as needed.
• Operates the telephone system to include transferring, re-bidding, speed dial and other functions essential to daily operations.
• Makes notification and relays information as needed.
• Verifies jurisdiction for Alarm Monitoring Companies.
• Operates the State Bureau of Investigation's Division of Criminal Information computer.
• Gains required job certifications.
• Completes required continuing education to maintain certifications.
• Stays abreast of laws related to Public Safety Communications; Ensures compliance to HIPAA, Public Right to Know Act, North Carolina General Statutes, and other applicable laws.

HIPAA Privacy Act

Will limit access to protected health information (PHI) to the information reasonably necessary to do the job. Will share information only on a need to know basis for work purposes. Access to verbal, written and electronic PHI for this job has been determined based on job level and job responsibility within the organization. Computerized access to PHI for this job has been determined as described above and is controlled via user ID and password.

Conveys or exchanges information with poise, voice control, and confidence to others including receiving instructions, assignments, or directions from superiors.

Reads and prepares a variety of reports, correspondence, logs, and operation manuals.

Coordinates hands and eyes rapidly and accurately in using office equipment.

Requires the ability to differentiate between colors and shades of color.

Performs a variety of duties, often changing from one task to another with frequent interruptions and/or distractions.

Has working knowledge of the geographical layout of the County including subdivisions, location of streets, important buildings and other landmarks. Has working knowledge of the operation of two way radio equipment and related Federal Communication Commission regulations. Has knowledge of the operation and location of law enforcement and emergency service units. Has skill in the operation of emergency communication equipment and computer systems and databases utilized by the department. Elicits information necessary for proper dispatching from persons who may be distressed. Exercises sound judgment in emergency situations. Has the ability to deal tactfully and courteously with the public. Has the ability to maintain effective files, records and reports.

Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts with all County departments and divisions, co-workers and the general public.

Maintains effective and efficient output of all duties and responsibilities.

Assumes responsibility for doing assigned work and meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, County policy, standards and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.

Attends work regularly and adheres to County policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time off requests.

Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.

Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and researches problems, situations and alternatives before exercising judgment.

Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences are justified, i.e., poor communications, variance with County policy or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation between all staff persons and departments within the County.

Shares knowledge with supervisors and staff for mutual and County benefit. Contributes to maintaining high morale among all County employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the general public so as to maintain good will toward the County and project a good County image. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons in order to maintain good will within the County. Interacts effectively with fellow employees, professionals and the general public.

Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time management methodology. Avoids duplication of effort. Estimates expected time of completion of elements of work and establishes a personal schedule accordingly. Attends meetings and training sessions on time. Implements work activity in accordance with priorities and estimated schedules. Maintains a calendar for work schedules, meetings, and other assignments.

Adheres to all safety and housekeeping standards established by the Director, the County and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly workplace, includes cleaning kitchen and emptying ice trays.

Assists in creating an inspiring team environment with open communication. Sets clear goals and expectations for staff. Motivates employees and encourages creativity.

Demonstrates integrity while building relationships and trust. Demonstrates sound moral and ethical principles at work in the performance of duties.

Performs other related duties as assigned.

Minimum Qualifications

Education and Experience: Requires a High School Diploma or an acceptable equivalency diploma (GED), and no required experience; or equivalent combination of education and experience.

Licenses or Certifications: None Specified.

Special Requirements: Must reach age 18 within (6) six months of being appointed.

Must pass any/all background investigations, including Criminal History check(s).

Computerized aptitude testing with a passing score of 80 is required for this position.

Successfully complete the C-COM Telecommunicator Training program, Emergency Telecommunicator Course, CPR/AED training, DCI, EMD, call taking, and either county law channel and city law channel, or county fire, Monroe fire and EMS channels, NC Sheriff's Standards Certification. Be able to learn new procedures and techniques for handling current as well as any additional equipment, radios, telephone, computer, recording equipment, etc.

Typing speed of 35 words per minute (WPM).

Physical Demands

Must be physically able to operate a variety of machinery and equipment including computer terminals, computerized radio channels, copier, recording equipment, shredder, and enhanced 911 telephone equipment. Must be able to exert up to 10 pounds of force occasionally, and/or up to 5 pound of force frequently, and/or a negligible amount of force constantly to move objects. Physical demand requirements are in excess of those for Sedentary Work. Light Work usually requires walking or standing to a significant degree. However, if the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.

Work Environment

Work is performed in an environment where the employee must deal with crisis situations that require major decisions involving people, resources, and property.