911 Sr. Emergency Communications Technician (Communications Officer)

Durham Emergency Communications Center

Work, Serve, Thrive. With the City of Durham Advance in your career while making a real difference in the community you serve. The Durham Emergency Communications Center works to provide City and County residents the fastest, most-efficient emergency call response possible while ensuring the safety of our police, fire and emergency medical services responders. If innovating and serving in a fast-paced environment are for you, bring your talent and skills to Durham!

Devoted to receipt and processing and dispatch of 911 emergency and non-emergency calls. Incumbents perform semi-skilled and technical work in receiving and processing emergency, non-emergency and administrative calls. Responsible for receiving and processing emergency, non-emergency and administrative calls. As assigned, work may include, receiving calls through a multi-line automatic call distribution telephone system equipped with TTD/TTY, processing calls using both commercial protocols, and non- protocol questions, entry into computer aided dispatch system (CAD) using correct call classification for verification of location, and jurisdiction. Entry of appropriate narrative in CAD to ensure safety of caller, bystanders and public safety responders, verifying appropriate dispatch priority and routing call for dispatch. Processing of silent 911 calls to confirm or rule out hearing impaired or caller in distress. Answering and processing administrative calls and requests for referrals. When appropriate, performs database queries for confirmation of duplication of calls or pertinent location history.

Duties/Responsibilities

• Answers 911 emergency and non-emergency calls, and monitors call traffic; operates a multi-line automatic call-distribution telephone console system; and monitors and operates radios and console equipment.
• Determines and assigns call priority based on protocols; determines caller location; and dispatches and coordinates appropriate services, including medical, fire, and police services.
• Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies when necessary; and ensures compliance with applicable protocols.
• Enters and updates data into computer-aided dispatch systems; monitors and communicates status changes and requests to first-responders.
• Coordinates with City departments, utility and wrecker companies, and other internal and external parties to refer callers, provide information, and dispatch services.
• Prepares reports; maintains and updates records and databases; and may query confidential and general information.

Minimum Qualifications & Experience

• High School Diploma or GED, and one year of customer service related experience including
• 6 months of answering 911 emergency and non-emergency calls, dispatching appropriate response via public safety radio system, maintaining responder and call status, and monitoring radio traffic; and coordinating information and instruction to assist callers, referring calls to appropriate agencies along with entering and updating data into a computer-aided dispatch system.
• 1 or more years in a general Customer Service role/position
• Experience maintaining emergency responder and call status, and monitoring radio traffic
• Experience coordinating information and instruction to assist callers and referring calls to appropriate agencies
• Experience entering and updating data into a computer-aided dispatch system
• No Class B (or higher) misdemeanor conviction in the last ten (10) years
• No Felony Conviction
• Must be 18 years old or older
• Please note that for any selected candidate in an operational position they must meet requirements designated by NCOEMS, by following this link you can view an FAQ outlining those employment requirements

Additional Preferred Skills

The Durham Emergency Communications Center (DECC) is committed to maintaining a workplace free from discrimination and harassment based on any protected status under federal, state, or local law. We expect every member of the DECC community to contribute to an inclusive environment where all individuals are treated with dignity and respect.

Employment decisionssuch as hiring, compensation, training, performance evaluation, and terminationare made fairly and without bias. DECC provides equal employment opportunities to all qualified candidates and employees.