Emergency Telecommunicator

A Telecommunicator is a skilled emergency services worker that is responsible for receiving emergency 911 and non-emergency requests for assistance, determining the nature/urgency of calls, initiating emergency personnel action and maintaining close contact with field units to monitor response and needed support requirements. This position requires a considerable degree of initiative and independent judgment within procedural boundaries in responding to the public in a variety of situations. This position must be able to work competently and perform under stress when confronted with emergency and critical situations. Communicating effectively, courteously and clearly in English to ensure the safety of the public and responders is crucial.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Responsibilities

Receives and responds to emergency and non-emergency calls including enhanced 911, and non-emergency calls from the public, emergency personnel, and other agencies via telephone and radio systems and computer-aided dispatch (CAD) systems.

Processes and evaluates information received, prioritizes calls and dispatches required units and/or agencies.

Monitors and coordinates unit activity and assignments via radio frequencies.

Utilizes technology including numerous computers and monitors, radio systems, telephones, fax machines and other communication equipment jointly throughout shift.

Responsible for accesses and entering sensitive data in local/state and national databases correctly and efficiently.

Creates and maintains automated and manual logs for central communication documented activity.

Maintains appropriate security and confidentiality of information created or encountered in the performance of assigned duties.

Stays abreast of departmental policies and professional regulations and procedures.

Must be able to read and accurately interpret electronic maps to locate, track, provide information to responders, and/or deploy units.

Responsible for communicating with hearing and speech-impaired citizens by operating specialized teletype devices.

Education

High School Diploma or G.E.D. required. Associate's Degree or further education preferred.

Computer Skills

Must have a basic to intermediate functional knowledge of computers. Will be required to complete a computer-based exam and score at an acceptable level.

Preferred Qualifications

Prior knowledge and experience with public safety and local government services.

Proficient in reading maps and significant knowledge of the local area's geography.

Prior knowledge of emergency services' terminology and procedures is a plus.

License/Credentials

Possession of a valid NC driver's license.

CPR Certification and Emergency Medical Dispatch certification are preferred.

Key Attributes

Accountability - Ability to accept responsibility and account for his/her actions.

Accuracy - Ability to perform work accurately and thoroughly.

Analytical – Ability to analyze statistical data, keep accurate records and complete reports.

Confidentiality – Ability to distinguish confidential information and maintain the sensitive nature of the information.

Communication, Oral - Ability to communicate effectively with others using the spoken word.

Communication, Written - Ability to communicate in writing clearly and concisely.

Concentration, Ability to concentrate on tasks through many distractions.

Customer Oriented - Ability to take care of the customers' needs while following company procedures.

Empathetic - Ability to appreciate and be sensitive to the feelings of others.

Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.

Honesty / Integrity - Ability to be truthful, maintain high level of confidentiality and be seen as credible in the workplace.

Judgment – Ability to use good judgment and discretion as it relates to interpreting policies and procedures.

Multitasker – Ability to multi-task in a fast-paced environment.

Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

Relationship Building - Ability to effectively build relationships with customers and co-workers.

Safety-Minded – Creating a safe work environment; managing risks; reducing exposure liabilities.

Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

Physical Demands

N (Not Applicable): Activity is not applicable to this position.

O (Occasionally): Position requires this activity up to 33% of the time (0 - 2.5+ hrs./day).

F (Frequently): Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day).

C (Constantly): Position requires this activity more than 66% of the time (5.5+ hrs./day).

Stand – F

Walk – O

Sit – C

Manually Manipulate – O

Reach Outward – O

Reach Above Shoulder – O

Climb – N

Crawl – N

Squat or Kneel – O

Bend – O

Talk/Hear – C

See – C

Taste/Smell – N

Lift/Carry – 10 lbs. or less: O

11-20 lbs.: O

21-50 lbs.: O

51-100 lbs.: O

Over 100 lbs.: O

Push/Pull – 12 lbs or less: O

13-25 lbs.: O

26-40 lbs.: O

41-100 lbs.: O

Other Physical Requirements: Vision (Near, Distance, Peripheral)

Work Environment

Office Environment – Low-light conditions, discerning distinct colors used by a computer aided dispatch system.

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