Senior Telecommunicator

Job Title

Under general supervision, specialized radio and communications work performs for the County, serving as telecommunicator and filling in supervisor on an assigned shift.

Job Description

Work involves receiving all incoming calls, dispatching applicable resources, performing Emergency Dispatch Protocols (EMD, EFD) as well as providing pre-arrival instructions and operating a computer-based dispatch system as well as multiple applications and software's. Work also includes dispatching units or representatives from fire departments, EMS departments, law enforcement, medical center, etc., and maintaining equipment and records. Reports to the assigned 9-1-1 Shift Supervisor.

Duties and Responsibilities

Answer emergency calls in a timely fashion for the best outcome for the citizen(s) calling in an emergency. Process emergency calls using either Emergency Fire Dispatch (EFD) or Emergency Medical Dispatch (EMD). All calls needing law enforcement will either be transferred to the appropriate agency or contact will be made and resources requested by Telecommunicator. As part of call processing, calls will be assigned a determinant level by the telecommunicator for a emergent or non-emergent response mode by responders. Along with a determinant level, the telecommunicator will also tactically assign priority to each call so high-level calls are dispatched before lower priority calls. Assignment of determinants and priorities will be done by efficiently operating a Computer Aided Dispatch (CAD) system along with protocol software (ProQA). Tactically dispatch all calls without delay once a determinant level and priority have been assigned. Using the Computer Aided Dispatch (CAD) system and the county owned and operated 700 MHz P25 TDMA, the Telecommunicator will dispatch all necessary units to the emergency. The telecommunicator will use AVL technology and graphic information system (GIS) layers to determine the closest and most efficient resources to respond. Discretion is required in times of peak call volume to ensure resources that are closest, are re-directed to higher priority calls to provide best outcomes for all emergencies. Tactically monitor all primary and secondary channels for responder safety to include tactical fire channels during major events in the event there is a call for a firefighter down and/or an emergency button press for any responder. Statewide VIPER talkgroups must also be monitored 24/7 in the event there is a regional and/or statewide issue such as a phone outage, natural disaster, man-made disaster etc. Inform other Emergency Management staff of certain incidents they may render media attention or require specialized resources such as aircraft crashes, school bus incidents, school shootings, incidents with EMS/Fire units, injury or death of a responder, etc. Assist the shift supervisor with training of new employees. This includes sitting with the new employee and ensuring they are using practical skills learned from training and observing the new employee to make sure they are progressing. Observation reports should be completed by the Supervisor and/or Senior TC to pertain to the progress of the new employee. Assist with monitoring the new employee's ability to operate the phone, CAD, and Radio and ensure that they are in line with policy and expectations of their role. The Senior Telecommunicator is also responsible for filling in for the absence of supervisor(s) and filling in on assigned shift(s) for sick call outs, and/or vacations. Assist the 9-1-1 Operations Manager and 9-1-1 Director in keeping computer system(s) up to date when it comes to addresses, locations, premise alerts, and GIS items. This is a "POWER SHIFT" position. This means primary schedule is a 12-hour shift during peak times of the day (1100-2300 or 1000-2200). Additional job functions include:

• Notifies management of GIS errors and other needs as they arise in dispatch systems.
• Maintains business lookup table in CAD for accurate call taking
• Maintains special timestamps in CAD for automatic notifications
• Maintains a clean work area.
• Make sure critical operational information is passed on to relieving shift.
• Provides approved information to public as requested.
• Keeps contact information in CAD, and Phone, up to date
• Contacts FD personnel, and EMS personnel occasionally for inventory and capability of equipment and contact information updates.
• Administrates the Premise alert program by maintaining the list of premise alerts and performs annual validation for all clients in the program.
• Assist's Management with Public information request tickets received through fresh desk
• Assist's Management with Legal request tickets received through fresh desk
• Administrates and tracks the 9-1-1 Premise alert program.
• Works directly with the Community Paramedic program to ensure listing of patients in CAD that are part of the Vial of Life (VOL) program.

Minimum Education and Experience

Graduation from high school or equivalent; at least 3 years' experience in an emergency communications center. Experience preferred in dispatching fire, EMS, and/or law enforcement within an emergency communications center.

Special Requirements

Possession of a valid driver's license issued by the State of North Carolina. Successful completion of American Heart Association CPR certification, Emergency Medical Dispatch (EMD) Emergency Fire Dispatch (EFD). Emergency Telecommunicator certification (ETC) All dispatch certifications are through the International Academy of Emergency Dispatch Approval by Medical Director to function as an Emergency Medical Dispatcher in Pitt County. Ability to work 12-hour shifts (both day and night on a rotating basis). Flexibility to cover for call outs and vacations.

Equal Opportunity Employer