Telecommunicator I

911 Telecommunicator

The Town of Holly Springs is searching for a 911 Telecommunicator to serve in the Police Department. This position is with a primary PSAP and is responsible for taking and dispatching emergency and non-emergency calls to obtain all necessary information and help ensure the safety of persons and property within the appropriate jurisdiction. Reports to the Telecommunications Shift Supervisor. Works under direct supervision from the Telecommunications Shift Supervisor to ensure coordination of objectives and priorities of the department. Incumbents have no supervisory responsibilities. The work schedule is various shifts including days, nights, weekends, and holidays. The starting annual salary is $49,793.76 (Grade E).

Essential functions include answering emergency and non-emergency calls for service, dispatching all calls to officers in the field, maintaining contact with field units and completing safety checks on officers, entering all information gathered and entering factual information into the CAD (Computer Aided Dispatch) for correct record keeping, maintaining all information through the tow log, DCI, NCAWARE, CJLEADS, RMS, and any other system that is used through the communications department, entering wanted/missing persons, stolen items, seized vehicles, seized tags, etc., into NCIC, taking and dispatching all animal control calls, working with Public Works and Public Utilities to ensure after-hour emergencies are handled, and correctly prioritizing life and death calls along with non-emergency calls.

Knowledge, skills, and abilities include the ability to use GPS and GIS data relating to county landmarks, roads, and businesses, knowledge of Computer Aided Dispatch (CAD) system functions, call types, and codes; knowledge of proper call entry for Law Enforcement dispatch, ability to operate multi-line phone systems and emergency alert systems and enter case information into local and national databases, ability to think and act quickly, accurately, and calmly in emergency/stressful situations and handle traumatic details/information related to service calls, ability to use active listening and detect if callers are under duress or threat, ability to calm callers in need so they can gather the necessary information to give responders; remaining composed and controlling their own emotions, ability to write in grammatically correct and concise English, ability to communicate clearly on the radio and on the phone in English to give clear directions, addresses, and instructions to first responders or callers, ability to complete accurate data entry and prepare accurate and concise records and reports, ability to prioritize calls by the level of importance, recognizing the difference between emergencies and non-emergencies, ability to multitask between receiving a call, locating, and dispatching the nearest emergency services in a high-paced environment, ability to work and collaborate with a variety of professionals, such as law enforcement, firefighters, paramedics, and supervisors, ability to take instructions, suggestions, and constructive criticism from supervisors, law enforcement, and other dispatchers well, ability to maintain accurate records and track/remember multiple calls simultaneously, ability to interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations, skill in promoting a culture of teamwork and communication by working in collaboration, treating coworkers with respect and dignity, and maintaining an open mind to diverse voices and ideas, ability to maintain objectivity and professionalism at all times, ensuring assistance is given to the caller or officer regardless of personal biases or feelings, skill in organizational and time management to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority, ability to demonstrate the highest degree of ethics, professionalism, and integrity both individually and working in a team environment, ability to perform detailed work accurately and independently in compliance with stringent time limits requiring minimal direction and supervision, knowledge of computer software, including word processing, spreadsheets, and database applications, consistent with this position, ability to perform mathematical calculations required of this position, ability to apply sound judgment and discretion in performing duties, resolving problems, and interpreting policies and regulations, ability to maintain effective working relationships with individuals within and outside the organization, ability to maintain strict confidentiality regarding citizens and other staff at all times, ability to work the allocated hours of the position and respond after hours as needed, ability to analyze facts and to exercise sound judgment in arriving at conclusions, and ability to use good judgment and effectively solve problems.

The physical and work environment includes occasional exertion of up to 25 pounds of force, regular sitting, frequent standing, speaking or hearing, using hands to finger, handle, or feel, repetitive motions, occasional walking, stooping, kneeling, crouching, or crawling and reaching with hands and arms, standard vision requirements with extended focus on telecommunications systems, vocal communication, hearing to perceive information at normal spoken word levels, ability to hear through one ear in a headset and the other ear at the same time for cues within the center and shared dispatching, ability to view all systems and read the information being shared or entered, preparing and analyzing written or computer data, observing general surroundings and activities, no exposure to environmental conditions, and generally in a moderately noisy office setting.

Minimum required qualifications for Telecommunicator I include being a high school graduate or having passed the General Educational Development Test, being a citizen of the United States, being at least 21 years of age, being of good moral character, typing accurately and precisely at a minimum of 40 words per minute, passing the necessary physical requirements as set forth by the North Carolina Sheriffs' Standards Commission, and obtaining the NC Sheriffs' Standards certification within a year of employment. Preferred qualifications include previous experience in emergency services dispatching. Other requirements include successfully passing pre-employment department background investigation, including required physical and hearing tests, drug screen, and psychological examination, obtaining Division of Criminal Information network operator certification for Modules 1, 2, 3, and 7, attending a 48-hour basic telecommunications course and successfully passing the state exam within 12 months of being hired, and becoming certified in CJLEADS, NCAWARE, RMS, and DCI.

Minimum required qualifications for Telecommunicator II include being a high school graduate or having passed the General Educational Development Test, being a citizen of the United States, being at least 21 years of age, being of good moral character, typing accurately and precisely at a minimum of 40 words per minute, passing the necessary physical requirements as set forth by the North Carolina Sheriffs' Standards Commission, and having two (2) years' experience in emergency services dispatching. Preferred qualifications include previous experience in emergency services dispatching and NC Sheriffs' Standards Certification. Other requirements include successfully passing pre-employment department background investigation, including required physical and hearing tests, drug screen, and psychological examination, obtaining Division of Criminal Information network operator certification for Modules 1, 2, 3, and 7, attending an intermediate telecommunications course and successfully passed the state exam, and additional Town requirements for the promotional process as outlined by the Town.