Primary Reason Why Classification ExistsTo perform responsible technical telecommunications work in receiving and processing emergency and non-emergency calls for police, fire and EMS.

　　Distinguishing Features of the ClassAn employee in this class is responsible for receiving service calls from the public, prioritizing calls, dispatching appropriate public safety officials and employees, and maintaining open lines of communication with public safety during emergency situations. Emphasis of the work is on taking emergency calls from citizens or businesses, data entry into emergency CAD dispatch consoles, providing information and referral to the public, and communicating with police, fire and EMS officials during emergencies. The employee must have the ability to handle multiple situations at a time and the ability to make decisions quickly under stressful situations. Work is supervised by the Senior Telecommunicator and work is evaluated on the basis of managing calls according to defined protocols, personal observation, review of tapes, and feedback from public safety personnel and the general public.

　　Illustrative Examples of Work

　　Receives incoming calls from the public; evaluates and classifies requests for service and makes decisions on which public agency provides the required assistance to the situation; prioritizes the call according to severityReceives after-hours calls for utilities, street maintenance, and traffic signal malfunctions, and all other city offices and ensures notification and response by the appropriate departmentDispatches officials to emergencies; communicates with police or fire and EMS officers during situations; sends additional units to situation based on requests or updated informationOperates Division of Criminal Information (DCI) terminal to send and receive messages regarding criminal histories, vehicle identification, NCIC hot files, missing persons, license plate records and driver histories and related work; enters and removes data from the NCIC database; conducts second party checks on DCI entriesMonitors self-initiated activities of police officers and provides them with information on retained suspectsMaintains daily time records of all personnelMonitors surveillance camera system at station and around city to ensure security of buildings, safety of personnel and safety of citizens around airplane displaysPerforms monthly audits of alarm calls and issues notice of violation letter to the property ownerMaintains records of authorizations, warrants, and other information required for DCI/NCIC entries; logs all activitiesUses NCAWARE Program to check for outstanding warrants; communicates results to officers in the fieldUses state and federal databases to provide suspect information to responding officersCloses telecommunications calls for service and identifies units back in serviceUpdates criminal history logsKnowledge, Skills, and Abilities

　　Knowledge of the operation and use of computer aided dispatching equipmentKnowledge of FCC communications signals in lieu of voice trafficKnowledge of various support manuals and resources such as call books, HAZMAT manual, tactical dispatch manual, and other standard operating procedural manualsGeneral knowledge of current telecommunications practices and procedures as well as practices and procedures used in the police and fire departmentsGeneral knowledge of city geography and street locationsAbility to manage multiple situations at once under stressful conditionsAbility to operate a computer terminal, telephones, radios, computer-aided dispatch (CAD) consoles; ability to sit for long periods of time in low light with multiple computer screensAbility to enter information on a call while talking to a citizen, or police, fire, or EMS unit providing serviceAbility to understand or comprehe d calls made with different accents or broken English and to speak clearly and distinctlyAbility to read maps quickly, scan warrant files, and review recordingsAbility to calmly communicate with people in emergency and stressful situations and document actions taken; ability to establish and maintain effective working relationships with associates and the general publicAbility to type and operate a computerAbility to follow oral and written instructionsPhysical Requirements

　　Work in this position is sedentary requiring exertion of up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects.Sedentary work involves sitting most of the time. Employee must have the visual acuity to operate a computer terminal.Focused concentration for extended periods of time causing fatigue without periodic breaks is an occupational hazard.Employee works shifts which can cause fatigue from switching internal biorhythm clocksWorking ConditionsEmployee works in an atmospheric controlled environment and is not substantially exposed to adverse environmental conditions with the exception that the work area is devoid of primary lighting due to visibility requirement of multiple computer screens

　　Education and Experience

　　Graduation from high school or GED equivalency and some prior experience in a dispatch function or extensive public contact role.Prior experience in a law enforcement or fire/EMS environment is desiredSpecial Requirement

　　NC DCI Certification within six (6) months of employment, modules 1, 2, 3APCO PST 1 CertificationMust successfully complete a 40-hour telecommunicator certification course within six (6) months of employment, and maintain it annually by completing yearly in-service trainingMust successfully complete an EMD certification course within six (6) months of employment, and complete mandated yearly in-service training. EMD certified employees must re-certify every two (2) years to maintain employment.Valid North Carolina Drivers License