Telecommunicator I

Essential Job Functions

• Participates in and contributes to a team oriented, mission first environment.

• Operating a sophisticated workstation comprised of multiple computer systems, computer-aided dispatch software, geographical information systems (GIS), call handling equipment including TTY and text-to-911, as well as recording systems and radio dispatch consoles.

• Operating multiple systems and conversations simultaneously without mistake.

• Using training and policies to screen requests for emergency services; answering them professionally, recognizing if a call is received from telephone, text, or an automated data feed.

• Providing pre-arrival and post-dispatch instructions to those requiring assistance during high-stress situations, such as cardiopulmonary resuscitation (CPR), childbirth, hemorrhaging, active shooter, and entrapments.

• Using appropriate technology to communicate with callers.

• Using knowledge of law enforcement, fire, and EMS protocols to prioritize and sequence calls promptly in limited time with limited or no supervision.

• Demonstrating clear and effective communications with active listening, call control, judgement, respect, and empathy with callers that range from calm to panicked.

• Managing challenging callers using appropriate handling of distressed, hearing-impaired, elderly, angry, and foreign-language-speaking callers.

• Ability to prioritize multiple events based on available resources – critical thinking.

• Using TDD and relay services to comply with standards for handling calls from hearing-impaired callers.

• Utilize language interpretation services to communicate with callers with a language barrier needing assistance.

• Interpreting caller location by using geographic knowledge, tools, and location tracking capabilities when available; this includes the use of automatic number and automatic location information provided by the 911 phone system which must be verified with the mapping software for accuracy and reliability

• Maintaining communications during life-threatening emergencies, providing safety/lifesaving instructions, and maintaining control of the conversation until field units arrive on scene.

• Using available information for the purpose of protecting the public at the scene as well as on-scene responders by identifying the need for advanced life support resources or specialized fire/rescue equipment.

• Using training and operational policies to take appropriate actions such as: relaying critical information, dispatching/initiating emergency response services, or referring callers to other agencies.

• Documenting incident details quickly and accurately to establish incident urgency, categorizing the incident type, and obtaining proper help for the caller.

• Demonstrating clear and effective communications and active listening with public safety responders using appropriate terminology and codes.

• Relaying initial information for dispatch accurately, reviewing the call for service details, and assuming incident command until field responders arrive on scene.

• Conducting health and safety checks status checks of responders.

• Operate emergency, administrative, and back up telephone communications systems effectively.

• Receive and process requests from field responders for information such as criminal histories, driver and vehicle inquiries, and outside agency requests for assistance.

• Maintaining a calm demeanor under chaotic and stressful circumstances, multiple conversations, and frequently noisy environments.

• Completing training and certifications as needed by actively seeking training, completing all training and certifications required for assigned position, and completing continuing education as necessary.

• Attends training, conferences, and meetings as needed or requested by department management.

• Typical work is an office environment; however, this position may be required to operate from a mobile command center (MCC) during planned events, emergencies, or disaster deployments, providing communications support outside of the Emergency Communications Center.

• Employees in this role are required to participate in an on-call rotation.

• Employees in this role must be able to work assigned shift including days, nights, weekends, and holidays to ensure staffing levels are met 24 hours a day.

• Employees in this role are subject to hold over and call back to ensure minimum staffing levels are met, or for emergency situations.

• This position is designated as essential and must report to work during times when the government/agency business offices are closed.

• Additional duties as assigned or needed.

Education and Experience

Required:

High School Diploma or GED

Preferred:

Completion of formal 40-hour basic Telecommunicator course approved by NC Administrative Code

Current APCO Emergency Medical Dispatch (EMD) Certification

Current APCO Fire Service Communications (FSC) Certification

Current APCO Law Enforcement Communication (LEC) Certification

DCI Modules 1, 2, and 3

AHA CPR/AED Certification

INTD/COMT/COML Certification

Working Conditions

Hours of work - Employees in this role will work a 12-hour shift schedule on either a day or night shift assignment dependent upon the needs of the center. Hours are typically 530 AM – 530 PM (Day Shift) or 530 PM – 530 AM (Night Shift). Additional hours may be required during emergencies or to meet minimum staffing requirements.

Workplace Requirements - Work is primarily sedentary, performed in an office or emergency communications center environment, requiring prolonged hours of sitting, speaking, listening, and operating a computer as well as other communications equipment. Must have the ability to quickly and accurately read, hear, and communicate detailed information, both verbally and in writing. Occasional standing, walking, bending lifting, or carrying items up to 50 pounds may be required. Must be able to work in high-stress situations and remain focused during extended periods of activity. In the event of a field deployment, must be capable of operating in mobile command environments or outdoor settings, which may involve variable weather conditions, irregular hours, and extended shifts, including nights, weekends, and holidays.

Special Notes Concerning This Position

• All employees will be required to complete a training program which, dependent upon employee’s previous experience levels, could take up to 32 weeks; this includes 8 weeks of academic training for necessary certifications and 24 weeks of on the job (OTJ) training. Note: Lateral hires may progress at a faster rate, but will complete at minimum 8 weeks of OTJ training.

• This role is considered an essential employee and will be required to report for work even in instances in which general county offices are closed; this includes nights, weekends, holidays, inclement weather, as well as manmade or natural disasters.

Yadkin County Government is an equal opportunity employer that adheres to ADA guidelines. We do not discriminate based on race, color, national origin, sex, religion, age, or disability with regards to employment or services provided. Yadkin County Government is a participant in E-Verify.

Job Type: Full-time

Pay: $38,432.00 - $57,648.00 per year

Benefits:

• 401(k)
• 401(k) matching
• 457(b)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $38,432 - $57,648