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9-1-1 Telecommunicator*

Company: Orange County Government
Location: Hillsborough
Posted on: June 10, 2021

Job Description:

Description Benefits Supplemental Questions

The Orange County Emergency Services Department has openings for 9-1-1 Telecommunicators. An employee in this class is responsible for answering incoming calls through the 9-1-1 emergency communication system for Emergency Medical, Law Enforcement, Fire, Emergency Management, Park Rangers, NC State Highway Patrol, Animal Services and any other support service that requires emergency response and monitoring and providing critical information during 9-1-1 events and dispatching appropriate emergency response unit(s).

Work is performed under the general supervision of the Telecommunications Shift Supervisor with some leeway to exercise independent judgment within the framework of applicable rules, regulations, policies and procedures in the performance of duties. This classification does not directly supervise staff. Does related work as required.

This position works shift work, with day shift from 6:30 am to 6:45 pm and night shift from 6:30 pm to 6:45 am. Applicants must be willing to work any shift assignment along with any assigned mandatory overtime, holidays, and weekends.

Trainee Telecommunicator starting salary $15.67 hourly ($32,597 annualized). Salary increased with successful completion of the training period (generally 12 months).

Starting salary for Telecommunicators with experience in like 9-1-1 systems will be commensurate with experience and certifications.

  • This is a safety sensitive position and participation in the Drug and Alcohol Program is required. Psychological and Physical Examination: Successful candidates will undergo a psychological evaluation and physical exam, both of which must be passed prior to beginning work.

Examples of Duties: Examples of Essential Functions

Following are examples of typical work activities and responsibilities. The incumbent may be responsible for performing other related duties and responsibilities as required or assigned. The position may not include all the work examples given, nor does the list include all that may be assigned.

Operates multiple console computerized systems to include, but not limited to, telephones, texting, radios, state data systems, alerting system, TTY system for the deaf and hearing-impaired, video monitors and etc..

Receives emergency and non-emergency calls related to law enforcement, fire and medical; utilizes computer protocol to ask pre-formatted questions to interpret, analyze and anticipate the caller's situation in order to resolve problems, provide information, dispatch the appropriate resource(s), coordinate with other agencies outside of the County; appropriately transfers callers to other agencies; determines and assigns the appropriate call type to identify the level of priority of the call and enters the data into a computer-aided dispatch system for radio dispatch purposes.

Dispatches fire, EMS units, rescue, police departments, Sheriff's Office, State Highway Patrol, emergency management personnel, crisis intervention services (i.e. social services and juvenile officers), wrecker services and other agencies; coordinates responses of safety agencies in accordance with policy and procedure.

Provides critical pre-arrival instructions for law enforcement, fire and EMS units.

Responds to a variety of technical systems and alarms.

Adheres to the department's safety rules and regulations.

Uses Microsoft Software applications such as spreadsheets, word processing, calendar, e-mail or other automated database systems and software in performing work assignments.

Performs other technical and related duties as assigned.

Typical Qualifications: FULL PERFORMANCE KNOWLEDGE, SKILLS AND ABILITIES:

General knowledge and understanding of jurisdictional boundaries, in addition to thoroughfares, landmarks, public buildings and waterways.

Familiarity with and ability to review and comprehend technology and standards, State and Federal regulations and County and Departmental policies, procedures, strategies and protocols.

Must have excellent communication skills, both oral and written, in addition to strong listening skills.

Must have excellent computer and keyboarding skills; no less than 35 wpm and the ability to spell correctly.

Must have excellent reading and comprehension skills.

Ability to demonstrate sound judgment, integrity, resourcefulness, accuracy, thoroughness and the physical condition commensurate with the demands of the position.

Ability to follow instructions, and speak English proficiently.

Ability to operate a multi-line telephone console system, alerting system, TTY system for the deaf and hearing-impaired and Next Generation 911 (Text to 911).

Ability to use split-ear techniques in order to listen and communicate with multiple sources at the same time.

Ability to learn and use basic dispatch codes, standard abbreviations and industry terminology commonly used by emergency medical, fire services and law enforcement agencies.

Ability to learn and operate the Division of Criminal Information (DCI) terminal to send and receive messages regarding criminal histories, vehicle identification, NCIC hot files, missing persons, license plate records, driver histories and other related query systems.

Ability to learn and use NC AWARE (North Carolina's warrants repository for law enforcement).

Ability to use reasoning and logic to reach conclusions and approaches to problems.

Ability to prioritize dispatch based on the situations at hand.

Ability to establish and maintain effective professional relationships with co-workers; ability to work with citizens and emergency services personnel.

Ability to think quickly and rationally and perform at optimum levels while working in extremely stressful situations; ability to provide accurate information and documentation.

Ability to effectively use computer applications such as spreadsheets, word processing, calendar, e-mail and database software.

MINIMUM QUALIFICATIONS:

Graduation from High School or General Educational Development (GED) test equivalency AND one (1) year of telecommunications or dispatch experience; OR

For Trainee status, graduation from High School or General Education Development (GED) test equivalency AND two (2) years of constant employment in multi-tasking positions or work experience that includes significant contact with the public.

Applicant must provide proof of graduation from high school or GED equivalent.

Must have excellent computer and keyboarding skills; no less than 35 wpm.

Preference will be given to those with:

  • Telecommunicator experience in an emergency services communications center;
  • Applicants with computer data entry and/or use of advanced telephone system and radio systems;
  • Applicants with Emergency Responder experience in law enforcement, Emergency Medical Services or fire services.

SPECIAL REQUIREMENTS

Applicants must be a U.S. Citizen and must be at least 18 years of age (NCAC 10B.0300).

Possession of or ability to readily obtain a valid Driver License issued by the State of North Carolina for the type of vehicle or equipment operated.

All offers of employment are conditional upon successful clearance of pre-employment drug testing, background check and a psychological examination. Employment cannot commence until the employee has been cleared.

Participation in the County Drug and Alcohol Screening program is required.

Must be willing to work any shift assignment and mandatory holidays, weekends and overtime.

For Trainee Status, must be able to obtain the following certifications/certificates within one (1) year of hire:

  • Division of Criminal Information (DCI)
  • FEMA Independent Study Courses: IS-100.b, IS-200.b, IS-700.a, IS-800.b
  • North Carolina Sheriffs' Education and Training Standards Telecommunicator Certification
  • Cardio Pulmonary Resuscitation (CPR)
  • Emergency Medical Dispatch (EMD - NC Office of Emergency Medical Services Reciprocity)
  • Emergency Fire Dispatch (EFD)
  • Emergency Police Dispatch (EPD)
  • Additional trainings as required

Applicants are required provide a monitored e-mail address on their application to enable the hiring department and Human Resources Department to communicate more quickly with them via e-mail regarding the status of their application and the recruitment process. Orange County will not release any applicant's e-mail address to a third party.

Supplemental Information: PHYSICAL REQUIREMENTS AND POSSIBLE HAZARDS

Must be able to physically perform the basic life operational support functions of standing, sitting, walking, reaching, fingering, talking, hearing, typing and repetitive motions of the hands and wrists.

Ability to perform sedentary work, exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Must possess the visual acuity to operate a 9-1-1 system and related technology, prepare and analyze data and figures, perform transcription and extensive reading and work on a computer terminal.

Must be able to perform job tasks under high stress conditions within the work environment, to include but not be limited to, hearing critical life threatening information that endangers a citizen and responders to the calls for service.

Worker is subject to loud noises sufficient to require shouting to be heard.

Worker is subject to respiratory hazards including fumes, gases, chemicals, dust or dirt released in the building via the ventilation system, as well as gases emitted from the body cooler in the warehouse directly underneath the 9-1-1 Center.

Worker is subject to potentially infectious viruses/bacteria during cold and flu season due to constant handling of equipment by multiple persons.

Click here to view the full job description and supplemental information regarding the hiring and screening process.

Orange County is an Equal Opportunity and Affirmative Action Employer

Keywords: Orange County Government, Durham , 9-1-1 Telecommunicator*, Other , Hillsborough, North Carolina

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