Emergency Dispatcher

Polk County 911 Communications Center Operator

Under general supervision, this position is responsible for the day-to-day operations of the Polk County 911 Communications Center. Perform public safety communications and administrative work in support of the emergency service agencies in the county. Provides dispatch and other communication support for incidents that require emergency services response including police, fire, and medical and relay information to the appropriate personnel needed.

Operates radio, telephone and computer equipment to receive information and request from the public and emergency service personnel.

• Receive incoming routine and emergency calls and dispatch emergency and non-emergency calls by using two-way radios, computer aided dispatch, telephone and TDD machines.
• Interviewing callers to determine the nature of concern.
• Dispatching personnel and equipment and maintaining contact with multiple law enforcement, medical, rescue and fire units.
• Monitor the activities of law enforcement officers on patrol and make radio contact to ensure safety.
• Using computer terminals connected to the Division of Criminal Information (DCI), the National Crime Information Center (NCIC) and North Carolina Court Information System (NC Aware).
• Detailed record keeping.
• Assisting the public with directions and general information.
• Frequent public contact which requires tact, firmness, decisiveness and judgment in obtaining necessary information from people who are under extreme stress and choosing appropriate courses of action.
• Work is to be performed in accordance with Departmental policy and State and Federal Law.
• Work performed under regular supervision and is evaluated through observation, monitoring of radio communication, discussion and review of reports.
• Queries, enters, modifies, and clears information in the National Crime Information Center (NCIC), Obtain driver history, vehicle registration data and criminal record information from the Division of Criminal Information (DCI) system.
• Maintain communication logs including the nature of calls, actions taken and times involved.
• Dispatch security alarms called in by private alarm companies.
• During inclement weather and other emergencies such as hurricanes, ice and snow storms; keeps emergency response personnel and county departments of severe weather updates as provided by the National Weather Service.
• Employees are expected to effectively work together to meet the needs of the community.
• Maintain cooperative and professional relationships with employees, Representatives from various departments and outside agencies.
• Performs routine maintenance of office equipment and work area.
• Must maintain all in service requirements and all required certifications.
• Must have the ability to attend work regularly and may be required to work additional hours or shifts.
• Requires scheduled on call rotation and additional duties as assigned.

• Considerable knowledge of the operation of an electronic radio and telecommunications system and related FCC regulations and county policies;
• Skills in the operation of emergency communications equipment and computer systems and databases utilized by the department;
• Considerable knowledge of law enforcement, fire, rescue and EMS functions and other agencies;
• Working knowledge of Polk County and surrounding counties including the location of streets, businesses, structures, critical facilities, waterways and landmarks;
• Ability to accurately receive and transmit radio communications;
• Ability to assess people and situations, to apply sound judgement, to remain calm under stressful conditions and elicit sufficient and essential information for dispatching and assisting field personnel;
• Ability to speak clearly and distinctly;
• Ability to maintain to maintain accurate and complete work activity reports and files, including operating various computer systems;
• Ability to multi-task and work simultaneously on different calls with different agencies and staff;
• Utilize computer skills in word processing, spreadsheet and related software with…