Telecommunicator

Primary Reason Why Classification Exists

To perform responsible technical telecommunications work in receiving and processing emergency and non-emergency calls for police, fire and EMS.

An employee in this class is responsible for receiving service calls from the public, prioritizing calls, dispatching appropriate public safety officials and employees, and maintaining open lines of communication with public safety during emergency situations. Emphasis of the work is on taking emergency calls from citizens or businesses, data entry into emergency CAD dispatch consoles, providing information and referral to the public, and communicating with police, fire and EMS officials during emergencies.

The employee must have the ability to handle multiple situations at a time and the ability to make decisions quickly under stressful situations. Work is supervised by the Senior Telecommunicator and work is evaluated on the basis of managing calls according to defined protocols, personal observation, review of tapes, and feedback from public safety personnel and the general public.

• Receives incoming calls from the public; evaluates and classifies requests for service and makes decisions on which public agency provides the required assistance to the situation; prioritizes the call according to severity
• Receives after-hours calls for utilities, street maintenance, and traffic signal malfunctions, and all other city offices and ensures notification and response by the appropriate department
• Dispatches officials to emergencies; communicates with police or fire and EMS officers during situations; sends additional units to situation based on requests or updated information
• Operates Division of Criminal Information (DCI) terminal to send and receive messages regarding criminal histories, vehicle identification, NCIC hot files, missing persons, license plate records and driver histories and related work; enters and removes data from the NCIC database; conducts second party checks on DCI entries
• Monitors self-initiated activities of police officers and provides them with information on retained suspects
• Maintains daily time records of all personnel
• Monitors surveillance camera system at station and around city to ensure security of buildings, safety of personnel and safety of citizens around airplane displays
• Performs monthly audits of alarm calls and issues notice of violation letter to the property owner
• Maintains records of authorizations, warrants, and other information required for DCI/NCIC entries; logs all activities
• Uses NCAWARE Program to check for outstanding warrants; communicates results to officers in the field
• Uses state and federal databases to provide suspect information to responding officers
• Closes telecommunications calls for service and identifies units back in service
• Updates criminal history logs

• Knowledge of the operation and use of computer aided dispatching equipment
• Knowledge of FCC communications signals in lieu of voice traffic
• Knowledge of various support manuals and resources such as call books, HAZMAT manual, tactical dispatch manual, and other standard operating procedural manuals
• General knowledge of current telecommunications practices and procedures as well as practices and procedures used in the police and fire departments
• General knowledge of city geography and street locations
• Ability to manage multiple situations at once under stressful conditions
• Ability to operate a computer terminal, telephones, radios, computer-aided dispatch (CAD) consoles; ability to sit for long periods of time in low light with multiple computer screens
• Ability to enter information on a call while talking to a citizen, or police, fire, or EMS unit providing service
• Ability to understand or comprehend calls made with different accents or broken English and to speak clearly and distinctly
• Ability to read maps quickly, scan warrant files, and review recordings
• Ability to calmly communicate with people in emergency and stressful situations and document actions taken; ability to establish and maintain effective working relationships with associates and the general public
• Ability to type and operate a computer
• Ability to follow oral and written instructions

Graduation from high school or GED equivalency and some prior experience in a dispatch function or extensive public contact role. Prior experience in a law enforcement or fire/EMS environment is desired

• NC DCI Certification within six (6) months of employment, modules 1, 2, 3
• APCO PST 1 Certification
• Must successfully complete a 40-hour telecommunicator certification course within six (6) months of employment, and maintain it annually by completing yearly in-service training
• Must successfully complete an EMD certification course within six (6) months of employment, and complete mandated yearly in-service training. EMD certified employees must re-certify every two (2) years to maintain…