Performs responsible communications and related work for the County’s 911 Center receiving and dispatching calls for service to Law Enforcement, Fire, EMS, Rescue and other Emergency Services Agencies.
An employee in this class receives incoming routine and emergency calls, dispatches personnel and equipment, and maintains contact with law enforcement units, rescue, fire, EMS, and mutual aid as required. Work involves operating the computer-aided dispatch equipment (CAD), and the computer terminal connected to the Division of Criminal Information (DCI) and the National Crime Information Center, and maintaining records and call logs in the computer systems. Work also involves providing Emergency Medical, Fire and Police pre-arrival and post dispatch instructions and advising agencies on severe weather emergencies. Work involves frequent public contact which requires tact, firmness, decisiveness and judgment in obtaining necessary information from people who are under extreme stress and choosing appropriate courses of action. Work is performed in accordance with departmental policy and state and federal law. Work is performed under the supervision of the Communications Shift Supervisor and is evaluated through observation, monitoring, and review of calls and related work.
Essential Duties and Tasks:
Receives routine and emergency telephone calls and personal requests for assistance concerning crimes, fires, rescue needs or general information.
Operates a variety of electronic equipment, including computer-aided-dispatch to maintain contact with personnel from law enforcement agencies, emergency medical services, fire and rescue, public utilities, animal control, wildlife services, department of transportation, magistrate’s office, health and social services and other agencies responding to emergency calls; dispatches personnel to answer requests for assistance; provides information about the situation as it develops and/or background information from the DCI system.
Operates a computer terminal to enter calls and receive information stored in the 911 CAD system about the location, occupants, type of business, chemical storage, and other information concerning the call; operates terminal connected with the Division of Criminal Information and the National Crime Information Center to obtain driver's history, vehicle registration data and criminal record information for law enforcement personnel.
Provides Emergency Medical, Fire and Police Dispatch (EMD, EFD, EPD) instructions according to protocol policies as needed or required..
Maintains communications logs and reports including the nature of calls, actions taken and the times involved; files criminal processing entries and paperwork related to certain calls.
Identifies the location of callers to choose and dispatch the proper law enforcement, fire, or rescue department or unit; uses map system to give cross street and other directions to responding personnel; advise all personnel of Amber Alerts.
Monitors fire and security alarm systems; transfers appropriate calls to other agencies, and answers County 911 Center administrative/non-emergency telephone lines.
Monitors activities of officers on patrol and makes radio contact to insure safety.
Additional Job Duties Cleans communication center to include vacuuming, taking out trash, etc.
Performs other related duties as required.
Knowledges, Skills and Abilities:
Considerable knowledge of the operation of a electronic radio and telecommunications systems and related Federal Communications Commission regulations.
Working knowledge of the functions, practices and procedures of a variety of law enforcement agencies, volunteer fire departments, emergency rescue units, and other emergency response agencies.
Working knowledge of the physical layout/geographics of the county.
Ability to accurately receive and transmit radio communications.
Ability to assess people and situations, to apply sound judgment, to remain calm under stressful conditions and to elicit sufficient and essential information for dispatching and assisting field personnel.
Ability to operate computers and enter data accurately.
Ability to speak clearly and distinctly.
Ability to maintain accurate and complete work activity records and files, including operating computer terminals.
Ability to maintain calm control and exercise sound judgment under the stress of emergency conditions. Must have experience in 911 and/or emergency services - fire, EMS, rescue, law enforcement. Will be required to have or obtain certifications in CPR, Emergency Medical, Fire, and Police Dispatch Protocol System (EMD,EFD,EPD) also to include certification in N.C. SBI Division of Criminal Information (DCI). Obtain or possess certifications in NIMS/ICS 100,200 & 700 modules.
Desirable Education and Experience:
Must be able to physically perform the basic life operational functions of reaching, fingering, grasping, feeling, talking, hearing and repetitive motions.
Must be able to perform sedentary work exerting up to 10 pounds of force occasionally; and a negligible amount of force frequently or constantly to move objects.
Must possess the visual acuity to operate computer equipment, and maintain and review manual written records. For additional education and qualifications click on "Job Descriptions" under "Information" and click applicable Class Specifications.