Emergency Communications Technician, Sr. (Communications Officer)

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　　Emergency Communications Technician, Sr. (Communications Officer)

　　Salary

　　$42,707.00 - $65,755.00 Annually

　　Location

　　Durham, NC

　　Job Type

　　Full time with benefits

　　Job Number

　　24-04681

　　Department

　　Emergency Communications (911)

　　Opening Date

　　01/04/2024

　　Closing Date

　　Continuous

　　Description

　　Benefits

　　Questions

　　Position Description

　　Work, Serve, Thrive. With the City of Durham

　　Advance in your career while making a real difference in the community you serve.

　　Starting Salary: $ 42,707 -$49,941 (please note that salary range higher than the minimum will be based on prior 911 experience).

　　Work Day/Hours: Hours during classroom training will be from 8:00 - 5:00. Once classroom training is completed, team members will be assigned to 4 day work weeks with 12-hour shifts; shift will be EITHER 5:00 am to 5:00 pm OR 5:00 pm to 5:00 am. This coverage utilizes fixed shifts including nights, weekends and holidays. Shifts are determined by the needs of the agency.

　　This posting is to find candidates for our next training academy starting February 12th, 2024

　　The Durham Emergency Communications Center (http://durhamnc.gov/435/Emergency-Communications) works to provide City and County residents the fastest, most-efficient emergency call response possible while ensuring the safety of our police, fire and emergency medical services responders. Our state-of-the art center was the first, and currently one of only three, in the nation to hold both emergency medical dispatch accreditation from the Commission for Accreditation of Law Enforcement Agencies and Project 33 agency training program certification from APCO International. We’re constantly finding ways to improve the quality of assistance we provide to the community, knowing service is our one and only product. If innovating and serving in a fast-paced environment are for you, bring your talent and skills to Durham!

　　Devoted to receipt and processing and dispatch of 911 emergency and non-emergency calls. Incumbents perform semi-skilled and technical work in receiving and processing emergency, non-emergency and administrative calls.

　　Responsible for receiving and processing emergency, non-emergency and administrative calls. As assigned, work may include, receiving calls through a multi-line automatic call distribution telephone system equipped with TTD/TTY, processing calls using both commercial protocols, and non- protocol questions, entry into computer aided dispatch system (CAD) using correct call classification for verification of location, and jurisdiction. Entry of appropriate narrative in CAD to ensure safety of caller, bystanders and public safety responders, verifying appropriate dispatch priority and routing call for dispatch. Processing of silent 911 calls to confirm or rule out hearing impaired or caller in distress. Answering and processing administrative calls and requests for referrals. When appropriate, performs database queries for confirmation of duplication of calls or pertinent location history.

　　Duties/Responsibilities

　　Answers 911 emergency and non-emergency calls, and monitors call traffic; operates a multi-line automatic call-distribution telephone console system; and monitors and operates radios and console equipment.

　　Determines and assigns call priority based on protocols; determines caller location; and dispatches and coordinates appropriate services, including medical, fire, and police services.

　　Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies when necessary; and ensures compliance with applicable protocols.

　　Enters and updates data into computer-aided dispatch systems; monitors and communicates status changes and requests to first-responders.

　　Coordinates with City departments, utility and wrecker companies, and other internal and external parties to refer callers, provide information, and dispatch services.

　　Prepares reports; maintains and updates records and databases; and may query confidential and general information.

　　Minimum Qualifications & Experience

　　High School Diploma or GED, and one year of customer service related experience including

　　6 months of answering 911 emergency and non-emergency calls, dispatching appropriate response via public safety radio system, maintaining responder and call status, and monitoring radio traffic; and coordinating information and instruction to assist callers, referring calls to appropriate agencies along with entering and updating data into a computer-aided dispatch system.

　　1 or more years in a general Customer Service role/position

　　Experience maintaining emergency responder and call status, and monitoring radio traffic

　　Experience coordinating information and instruction to assist callers and referring calls to appropriate agencies

　　Experience entering and updating data into a computer-aided dispatch system

　　No Class B (or higher) misdemeanor conviction in the last ten (10) years (please see a list of Class B Convictions Here (https://ncdoj.gov/wpfd_file/class-b-misdemeanor-manual-2016-3/) )

　　No Felony Conviction

　　Please note that for any selected candidate in an operational position they must meet requirements designated by NCOEMS, by following this link you can view an FAQ outlining those employment requirements https://info.ncdhhs.gov/dhsr/EMS/faqcomp.htm#legalrec

　　Benefits – General Full-Time Employees

　　11-12 paid holidays per year

　　12 standard work days of vacation per year

　　12 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement

　　2 weeks paid military leave per year

　　Medical, dental, vision, and supplemental life insurance plans

　　State and City retirement plans

　　Short and long term disability plans

　　Paid temporary disability leave for specified conditions

　　City contribution of 10.15% into the N.C. State Retirement System

　　Paid funeral leave

　　Employee Assistance Program - personal and family counseling

　　Paid life insurance equal to annual salary

　　48 hours for volunteer work each year*

　　4 hours parental leave each year

　　Workman's Compensation Insurance

　　457 Deferred Compensation Plans

　　Benefits - Part-Time (1,000 hours or more per year)

　　401(k) retirement plan (5.0% of salary)

　　State retirement plan

　　Benefits Part-Time (Average 30 hours per week over 12 month period)

　　401(k) retirement plan (5.0% of salary)

　　State retirement plan

　　Health Insurance

　　01

　　Where did you first hear about this opportunity?

　　City of Durham Website

　　Walk in

　　Job fair

　　Employee referral

　　Professional organization Please list the organization in "other" box below

　　Internet posting Please list the specific web site in the "other" box below

　　Craig's List

　　Facebook

　　LinkedIn

　　GlassDoor

　　governmentjobs.com

　　Monster.com

　　Indeed.com

　　Employment Security Commission

　　Magazine/Newspaper

　　Other

　　02

　　If you listed "other" above please give specific web site, organization, or publication.

　　03

　　Please select your highest level of COMPLETED education.

　　Less than a High School Diploma or Equivalent (GED, HiSET, TASC)

　　High School Diploma or Equivalent (GED, HiSET, TASC)

　　Associates Degree

　　Bachelor's Degree

　　Master's Degree

　　PhD or Juris Doctorate

　　04

　　How many months/years of related experience answering 911 emergency and non-emergency calls, dispatching appropriate response via public safety radio system, maintaining responder and call status, and monitoring radio traffic; and coordinating information and instruction to assist callers, referring calls to appropriate agencies along with entering and updating data into a computer-aided dispatch system do you have?

　　No related experience

　　Less than 6 months of related experience

　　6 months but less than 1 year related experience

　　Less than 1 year of related experience

　　1 year but less than 3 years related experience

　　3 years but less than 5 years related experience

　　5 years or more years related experience

　　05

　　How many years of customer service related experience do you have?

　　No related experience

　　Less than 1 year of related experience

　　1 year but less than 3 years related experience

　　3 years but less than 5 years related experience

　　5 years or more years related experience

　　06

　　Do you have prior experience maintaining emergency responder and call status, and monitoring radio traffic?

　　Yes

　　No

　　07

　　Do you have prior experience entering and updating data into a computer-aided dispatch system?

　　Yes

　　No

　　08

　　Do you have prior experience coordinating information and instruction to assist callers and referring calls to appropriate agencies?

　　Yes

　　No

　　09

　　Have you included and/or uploaded your certification information to the application?

　　Yes

　　No

　　10

　　Have you taken a 9-11 Telecommunicator training course?

　　Yes

　　No

　　11

　　If you have taken a 9-11 Telecommunicator training course... at what school did you take it?

　　12

　　Please briefly describe how have you used technology in your current position? If you do NOT use any technology in your current position, put N/A

　　Required Question