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General Statement of Duties
Performs intermediate, technical work on an assigned shift dispatching law enforcement, fire, and emergency medical services to emergency and non-emergency calls for service. These functions include answering 911 and administrative telephone lines, operating a computer aided dispatch system, and communicating with responding units via radio.

Distinguishing Features of the Class
An employee in this class serves as a Telecommunicator by using radio dispatch and advanced telephone equipment on an assigned shift. Work involves receiving incoming calls associated with the county and city law enforcement, emergency services, volunteer and municipal fire departments and other public safety programs. This employee provides accurate and timely transmittal of emergency messages which often involves difficult emergency situations affecting human safety and well-being. After an initial training period under close supervision, employees are assigned to a shift to receive calls and dispatch appropriate personnel in accordance with established procedures. Employee must use considerable independent judgment and initiative in receiving messages, responding to emergency situations, and dispatching calls. Work is performed in accordance with standard departmental policies and procedures and is supplemented by specific instructions when necessary. Work is performed under direct supervision of the Telecommunications Shift Supervisor and Telecommunications Assistant Shift Supervisor and is evaluated in terms of adherence to departmental policies and procedures and by accuracy and effectiveness of dispatching.

Duties and Responsibilities
Essential Duties and Tasks

• Operates emergency communication system; answers all emergency and non-emergency calls; receives complaints and requests for service; obtains necessary information and dispatches medical, fire and law enforcement personnel and/or advises callers of proper contact for assistance or information.
• Provides directions to responding units using computer mapping system.
• Monitors radio channels for medical, fire and law enforcement agencies; maintains radio contact with dispatched personnel.
• Provides pre arrival and post dispatch instructions to emergency callers following protocols for each call.
• Operates a computer terminal; transmits and receives information via Department of Criminal Information (DCI) and National Crime Information Center (NCIC) networks; enters medical, fire and law enforcement calls into computer aided dispatch system.
• Monitors and operates TDD/TTY telecommunications equipment to communicate with hearing and speech-impaired callers.
• Informs emergency response personnel, local hospitals, rest homes, nursing homes and county departments of severe weather warnings provided by National Weather Service and other agencies.
• Maintains a log of calls and services requested; maintains knowledge of location and activities of various emergency response personnel; prepares activity reports.
• Receives and provides home and business alarms to law enforcement officials and fire fighters, as requested; notifies key holders of activation of alarms.
• Correctly and promptly determines the location of wireless callers or parties relaying Global Positioning Systems (GPS) or other geographical information.
• Answers Sheriff Department administrative phone lines; provides information to the public in person and over the telephone concerning a variety of County services.
• Assists in the training and evaluation of new employees.
• Performs other duties as assigned by the Chain of Command.

Additional Job Duties

• Performs related duties as required.

Knowledge, Skills and Abilities

• Technical knowledge of the methods of operating the communication system.
• Technical knowledge of radio and teletype procedures.
• General knowledge of the geography of the County and location of important buildings.
• General knowledge of law enforcement forms, terminology and records.
• General knowledge of fire and emergency services terminology, dispatch guidelines and processes, and records management.
• General knowledge of departmental programs, policies and procedures.
• Ability to make arithmetic computations using whole numbers, fractions and decimals.
• Ability to compute rates, ratios and percentages.
• Ability to maintain required certifications.
• Ability to respond to work during emergency situations or inclement weather.
• Ability to perform a considerable volume of detailed work.
• Ability to type accurately at a reasonable rate of speed, no less than 35 words per minute.
• Ability to speak distinctly.
• Ability to interpret information from callers.
• Ability to deal with the public under stressful conditions and remain calm.
• Ability to multitask, often completing several tasks simultaneously.
• Ability to follow both oral and written directions.
• Ability to operate standard office equipment and personal computers including some knowledge of applicable software packages.
• Ability to establish and maintain effective working relationships with associates and the general public.

Physical Requirements

• Work requires the occasional exertion of up to 10 pounds of force.
• Work regularly requires sitting, speaking or hearing, using hands to finger, handle or feel, reaching with hands and arms and repetitive motions and occasionally requires standing and.
• Work has standard vision requirements.
• Vocal communication is required for expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions to others accurately, loudly or quickly.
• Hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications and/or to make fine distinctions in sound.
• Work requires preparing and analyzing written or computer data and observing general surroundings and activities.
• Work has no exposure to environmental conditions.
• Work is generally in a moderately noisy location (e.g. business office, light traffic).

Desirable Experience and Education
Graduation from high school and minimal experience in communications, dispatching or other public contact work, or an equivalent combination of education and experience.

Special Requirements
Must be 18 years of age at time of initial employment date.
Must be a US citizen.
No felony convictions. No Class B or greater misdemeanor convictions with the last 10 years.
Obtain Emergency Medical Dispatch Certification within six months of employment.
Obtain Emergency Police Dispatch Certification within six months of employment.
Obtain Fire Dispatch Certification within six months of employment.
Obtain CPR Certification within six months of employment.
Obtain N.C. Division of Criminal Information Certification within one year of employment.
Complete TTY/TDD Training within six months of employment.
Complete Hazmat Awareness Training within one year of employment.
Complete N.C. Warrant Repository Training within one year of employment.