General Statement of Duties

Employees in this class provide communications work for the County Emergency Communications Center through professional information gathering determine the nature of the call; necessary response, assistance or information is needed. Dispatch appropriate personnel and/or agencies; maintain proper logs and paperwork (computer and/or manual) of all units dispatched. Responsible for retrieving and accurately relaying information to callers and field units. The employees receive incoming routine and emergency calls related to the fire departments, law enforcement departments, rescue squads, emergency management, Red Cross, highway patrol, and animal control. Employees dispatch the proper personnel for assistance and maintain contact with units until the incident is resolved. Employees dispatching law enforcement personnel are aware of the unit’s location and activity and must monitor all activity during an incident and while on patrol. Work also involves assisting the public with directions and general information. Work involves frequent public contact which requires tact, firmness, and decisiveness in obtaining necessary information from people who are under extreme stress. Work is performed in accordance with departmental policy and state and federal law. Work is often performed under stressful emergency conditions. The employees are subject to inside environmental conditions. Work is performed under the general supervision of a 911 Shift Supervisor and is evaluated through observation, discussion, review of reports and through feedback from field personnel.

Duties and Responsibilities/Knowledge, Skills, Abilities

Answers 9-1-1 voice and TTY telephone calls requesting emergency services. Questions callers to determine the nature and location of the problem, extracts and records essential information and delivers emergency medical dispatch protocols; calls back disconnects to determine nature and location of the problem and enters appropriate information.
Receives routine calls and personal requests for assistance concerning crimes, fire, animal control, home health, or general information concerning addresses and nature of problems.
Dispatches, via radio console or other electronic means, emergency and other calls requiring law/fire/rescue/EMS assistance; maintains strict radio discipline at all times; complies with FCC regulations and agency guidelines in the transmission of all radio traffic.
Operates equipment to maintain contact with and monitor activities of various emergency services personnel in dispatching fire departments, rescue squads, police departments, social services, juvenile officers, wrecker services, Red Cross, highway patrol, and emergency services personnel; relays updated information as it is received to appropriate field units.
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, driver histories, and related work.
Maintains an in-house computer database and communications logs and reports including the nature of calls, actions taken, and the times involved; and generates reports for recovered or stolen property, missing persons, and residence checks.
Knowledge of functions and operation of computer aided dispatch (CAD) system and manual call recording/dispatch system.
Knowledge of functions and operation of telephone console, radio console, TTY, and other standard communications equipment.
Knowledge of FCC rules and regulations applicable to radio broadcasts.
Knowledge of proper use of ANI/ALI displays/information.
Knowledge of basic telephone and radio techniques/procedures for handling incoming emergency calls and dispatching response units.
Knowledge of basic Law/Fire/EMS complaint/dispatch terminology.
Knowledge of proper use of emergency medical dispatch protocols.
Knowledge of proper use of local, state, and national computer systems and functions.
Knowledge of legal liability issues common to emergency call-taking, public safety dispatching and records keeping.
Knowledge of the geographical area served (e.g., familiarity with street names/layout, landmarks, numbering schemes, rivers, lakes, freeways, etc.)
Knowledge of proper preparation of required reports, logs, and forms.
Knowledge of agency policies, guidelines, and standards of expected performance.
Knowledge of available resource materials and their use in performing job duties (e.g., manuals, directories, maps, etc.)
Ability to actively listen to others for an understanding of their needs and situations.
Ability to speak English with sufficient clarity to be understood by others on the telephone, radio or in person.

Desirable Education and Experience

High School Diploma or its equivalent from an accredited institution; some experience in communication systems involving telephone, 2-way radio, computer display terminals and associated keyboards and control devices; and having experience with a high level of public contact, preferably under emergency conditions; basic Windows skills, the ability to type proficiently (preferably at least 30 wpm), professional customer service skills and strong multi-tasking abilities.
Physical Requirements
Must be able to physically perform the basic life operational functions of reaching, pushing, pulling, lifting, fingering, sitting, talking, walking, smelling, hearing, and perform repetitive motions.
Work requires the occasional exertion of up to 10 pounds of force.
Must possess the visual acuity to perform extensive reading and computer terminal work and observe general surroundings and activities.
Special Requirements
Must possess a valid North Carolina driver’s license upon hire.
Must have the ability and willingness to work 12-hour shifts including day, night, weekend, holiday hours and inclement weather.