Telecommunicator I

JOB This position receives and prioritizes emergency (E911) and non-emergency calls from the public; processes information using a computer-aided dispatch (CAD) system; and dispatches appropriate emergency service agencies such as law enforcement, fire, and emergency medical units. Work requires independent judgment and initiative within established procedures.

Grade 20 EXAMPLE

OF DUTIES

Receives, screens, and prioritizes emergency (E911) and non-emergency telephone calls for service from the public requiring law enforcement, emergency medical service (EMS), or fire department attention; and relays to personnel as appropriate. Identifies, through appropriate and timely questioning of the caller, the nature of the problem. Summarizes the critical information for public safety first responders in CAD system using correct grammar, spelling, and punctuation, and refers and classifies calls for level of response required. Operates a multi-frequency radio and CAD system and other sophisticated communication equipment located throughout the center. Maintains familiarity with the communications center operations and procedures manual. Evaluates information received and utilizes protocols provided through the CAD system to determine appropriate action or actions to be taken. Works rotating shift work during days, evenings, nights, weekends, and holidays and must be available to work extended shifts and be subject to emergency callout(s). Works effectively in a disciplined environment with close supervision and carries out lawful orders according to policies regardless of personal agreement. Demonstrates a high level of mental acuity and professionalism. Enter information into the computer at a minimum of 35 words per minutes. Deals with sensitive information in a discreet and professional manner by maintaining confidentiality. Maintains a positive customer service attitude at all times with public, user agency members, co-workers and supervisors. Dispatches law enforcement, fire, ambulance, or other emergency equipment as needed in accordance with operational policies and procedures to the location of the call for assistance. Interprets Jackson County maps as necessary through use of computerized mapping software, wall maps and map books; dispatches emergency and non-emergency cellular E911 calls received within Jackson County to the appropriate agencies. Assists in maintaining computerized Master Street Addressing Guide (MSAG) and E911 database for Jackson County by referring incorrect E911 addressing data immediately to the 911 Coordinator or other administrative personnel for correction. Makes rapid, accurate decisions, which affect the outcomes of other public safety services. Assists other telecommunicators as necessary and when not occupied with primary duties or if occupied with duties of lower priority. Follows the chain of command per agency policy.

Performs other related job duties as assigned.

SUPPLEMENTAL INFORMATION

Knowledge of County and departmental policies and procedures.

Knowledge of computers and job-related software programs.

Knowledge of applicable federal, state, and local statutes. Knowledge of the geography and road system of Jackson County. Knowledge of the radio codes used in public safety work. Knowledge of dispatching procedures. Knowledge of basic algebra. Knowledge of area law enforcement, fire departments, and EMS available for emergency response. Knowledge of Federal regulation applicable to two-way radio operations. Skill in reading maps. Skill in operating radio and communications equipment and computer-aided dispatch software. Skill in operating a computer and standard office equipment. Skill in typing accurately and rapidly. Skill in dealing with the public. Skill in maintaining records and preparing reports. Skill in making decisions accurately and rapidly. Skill in prioritizing and organizing work.

Skill in oral and written communication.

Ability to clearly communicate, hear and understand, speak and be understood, through a telephone and radio. Ability to operate a two-way radio in order that information may be properly received and transmitted. Ability to think clearly and act quickly in emergency situations. Ability to keep standard and special clerical records. Ability to know and identify locations within Jackson County. Ability to coordinate hands and eyes rapidly and accurately using automated office equipment and communications machinery.

Ability to effectively communicate and interact with management, employees, members of the general public and other groups involved in the activities of the County as they relate to the department.

Statement of Equal Employment OpportunityJackson County recognizes its continued success in meeting the needs of its citizens requires the full and active participation of talented and committed individuals, regardless of their gender, race, color, creed, religion, national origin, disability or political affiliation. It is the policy of the County to foster, maintain, and promote equal opportunity by use of a systematic, consistent recruitment program, and to identify and attract the most qualified applicants for employment with the County. This policy is to be achieved by announcing all position vacancies, by evaluating all applicants using the same criteria, and by applying testing methods through the NC Career Works Office. Selection decisions are made without regard to race, color, religion, sex, national origin, political affiliation, disability, age, or sexual orientation.