Telecommunicator

Burlington Police Department Telecommunicator

Do you want to help your community in times of crisis? Are you good at remaining calm in stressful situations? Do you have experience communicating frequently via phone? The Burlington Police Department is hiring for full-time Telecommunicators and this just might be the position for you! About Us: The Burlington Communications Center is a 24-hour a day, 7-days-a-week center. The center functions as a vital link between the City of Burlington's and the City of Graham's police and fire departments and those who need emergency and non-emergency assistance. What you will do: Performs routine telecommunications work in receiving and processing emergency and non-emergency calls for the police and fire department under the supervision of a Telecommunicator Lead or Communications Manager. You will be responsible for receiving and prioritizing 911 and non-emergency telephone calls from the public, dispatching appropriate public safety officials, and maintaining open lines of communication with public safety during emergency situations. Work in this position is very sedentary and rarely involves physical exertion. It requires constant attention to multiple computer screens and phone systems. Policing with a Purpose: Preserving the Sanctity of ALL Life, Nurture and Protect Democracy, Ensure Procedural Justice and Fundamental Fairness, Spirit of Service, Protect the Community from Harm, Treat all individuals with Dignity and Respect-the ethical foundation of policing. This is a full-time position. Work is performed on a 12-hour shift during the day, mid-day, or evening. Work may be required on nights, weekends, birthdays, and holidays.

Examples of Duties

Call Evaluation & Prioritization: Manages multiple tasks under pressure by taking emergency calls while simultaneously viewing maps, entering information into dispatch software, and coordinating response efforts in real time. Receives incoming calls from the public via a multi-line phone system, assesses service requests, and determines the appropriate public agency to address the situation. Prioritizes calls based on urgency and severity, ensuring a swift response to critical incidents. Handles after-hours calls for various services, including animal control, utilities, street maintenance, and traffic signal malfunctions, ensuring seamless coverage around the clock.

Communication & Dispatch Operations: Operates the Telecommunication Device for the Deaf (TTY), conducting weekly system tests to ensure accessibility and reliability for all users. Dispatches police and fire officials to emergency situations using multi-channel radio systems, maintains communication with officers, and coordinates additional units based on evolving circumstances. Monitors the self-initiated activities of officers, providing them with critical information from the NCIC system to assist with ongoing investigations and actions.

Data Management & Information Retrieval: Maintains accurate records of authorizations, warrants, and other essential information related to DCI/NCIC entries, ensuring compliance with operational procedures. Utilizes the eWarrants system to check for outstanding warrants and communicates real-time results to officers in the field, aiding their decision-making process. Keeps detailed logs of criminal history and updates relevant databases in a timely manner to support law enforcement efforts.

Public Interaction & Professionalism: Coordinates multi-agency responses with telecommunicators from other agencies for large-scale events or other emergency situations. Handles public contact with tact, firmness, and decisiveness, ensuring that all communications are in alignment with department policy, as well as federal and state law. Closes telecommunications calls for service, ensuring that fire and police units are accounted for and returned to service promptly after resolving incidents.

Additional Responsibilities: Completes other related duties as required, contributing to the efficient operation of the telecommunications team and supporting broader departmental functions.

Qualifications

Knowledge, Skills, and Abilities: Telecommunications & Emergency Operations Knowledge Ability to take emergency calls while simultaneously viewing maps, typing into dispatch software, and disseminating response instructions. General understanding of modern telecommunications practices, procedures, and technologies crucial to the efficient operation of emergency response systems. Familiarity with police and fire department operational procedures, enabling seamless coordination between agencies during critical situations. Strong grasp of city geography and street locations, ensuring accurate dispatching and quick response times in all areas. Technology & Equipment Expertise Ability to learn how to operate computer-aided dispatch (CAD) consoles, radio systems, telephones, and computer terminals to manage emergency communications efficiently. Ability to learn how to read and interpret maps quickly, scan warrant files, and review recorded tapes, ensuring quick access to critical information. Resource & Manual Utilization Knowledgeable in utilizing various support resources, including call books, HAZMAT manuals, tactical dispatch manuals, and other standard operating procedure guides to navigate emergency protocols and provide optimal support. Language & Communication Support Ability to learn how to use Language Line interpreting services to connect 911 callers with interpreters swiftly, ensuring effective communication across language barriers and improving response outcomes. Ability to control telephone conversations to gather accurate information and provide clear, correct instructions to emergency responders. Ability to think clearly and act decisively in high-pressure emergency situations. Demonstrated ability to speak clearly and use proper diction during all forms of communication. Minimum Requirements: U.S. Citizenship, High School Diploma or GED equivalency, At least six (6) months of work experience in a dispatch function or extensive public contact role. Special Requirements: NC DCI Certification or ability to obtain within first six (6) months (Modules 1, 2 and 3). Basic Telecommunicator Certificate through NC Sheriff's Standards or the ability to obtain within first six (6) months. Preferred Qualifications: Prior experience in a law enforcement or fire/EMS environment, Current certification as an emergency service Telecommunicator by NC Sheriffs' Standards.

Supplemental Information

Physical Requirements and Working Conditions: Work in this class is described as being sedentary and seldom requires much physical exertion to complete tasks. Work typically involves the ability to physically perform the basic life operational functions of grasping, feeling, talking, hearing and repetitive motions. Employee works rotating shifts which can cause fatigue from switching internal biorhythm clocks. Employee regularly operates a variety of machinery and equipment, including telephones, computers, calculators, copiers, facsimile machines, etc. Work necessitates visual acuity to determine the accuracy, neatness, and thoroughness of work assigned in preparing and analyzing figures, accounting, transcription, computer terminal viewing and extensive reading. Working conditions include inside environmental conditions. Inclement Weather Classification: Essential FLSA Classification: Non-Exempt *It is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case.* This job description in no way implies that the duties listed are the only ones the employee may be required to perform. The employee is expected to perform other tasks, duties, and training as requested by their supervisors.