TELECOMMUNICATOR II

GENERAL STATEMENT OF DUTIES Performs responsible public safety communications and administrative support work for the Law Enforcement, Fire, and EMS functions in the community. DISTINGUISHING FEATURES OF THE CLASS An employee in this class receives incoming routine and emergency calls and dispatches emergency and nonemergency calls for personnel in the county and municipalities using two way radios, computer aided dispatch, telephone and TTY machines. Work includes interviewing callers to determine the nature of concerns, dispatching personnel and equipment, and maintaining contact with multiple law enforcement, EMS, rescue and fire units. Work also includes operation of electronic dispatch equipment, computer terminal connected to the Division of Criminal Information (DCI) and the National Crime Information Center, and involves the performance of detailed record keeping, assisting the public with directions and general information, and monitoring public and private alarms. Work involves frequent public contact which requires tact, firmness and 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 regular supervision and is evaluated through observation, monitoring of radio communication, discussion and review of reports. DUTIES AND RESPONSIBILITIES ESSENTIAL DUTIES AND TASKS Receives routine and emergency telephone calls and personal requests for assistance concerning crimes, fires, EMS needs or general information, identifies the locations of callers to choose and dispatch the proper law enforcement, fire, or EMS department or unit. Operates a variety of electronic equipment to maintain contact with Sheriff and Police personnel, multiple fire units and EMS personnel, and other law enforcement units; dispatches officers to answer requests for assistance; Interviews callers to determine nature of concern and provides information about the situation as it develops and/or background information from the DCI; provides pre-arrival medical instruction using EMD system. 2 Operates terminal connected with the DCI to obtain driver=s history, vehicle registration data and criminal record information; checks warrants; runs vehicle inquiries and driver license history checks for law enforcement agencies. Maintains communications logs and reports including the nature of calls, actions taken and the times involved. Monitor public and private fire and security alarm systems; activates monitors to dispatch volunteer agencies; transfers appropriate calls to state patrol. Monitors activities of law enforcement officers on patrol and makes radio contact to insure safety; takes and transmits personal and departmental messages. Takes and transmits after hours calls for utilities, maintenance, social services, and other County services. Works in the communications center to receive calls during weather and other emergencies such as hurricanes, ice and snow; 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. ADDITIONAL JOB DUTIES Performs routine maintenance of office equipment and work area. Performs other related duties as required. DUTIES AND RESPONSIBILITIES KNOWLEDGE, ABILILITIES, AND SKILLS Working knowledge of the operation of an electronic radio and telecommunications system and related Federal Communications Commission regulations. Working knowledge of the functions, practices and procedures of the Sheriff Department, Police Departments, multiple fire departments, EMS departments, and other law enforcement agencies. Considerable knowledge of the physical layout of the county. Working knowledge of the application of information technology to telecommunications including utilization of computer aided dispatch, data base management and efficient keyboard skills. Skill in collaborative conflict resolution. Ability to accurately receive and transmit radio communications. Ability to learn emergency medical information. Ability to juggle multiple and competing priorities, set priorities, and maintain calm control under the stress of emergency conditions. 3 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 speak clearly and distinctly. Ability to learn and follow standard operating guidelines. Ability to maintain accurate and complete work activity records and files, including operating computer terminals. Ability to work simultaneously on different calls with different agencies and staff. PHYSICAL REQUIREMENTS Must be able to physically perform the basic life operational functions of reaching, lifting, fingering, grasping, 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 written and computerized records and reports DESIRABLE EDUCATION AND EXPERIENCE Graduation from High School and public contact and customer service experience; communications and dispatching experience preferred; or an equivalent combination of education and experience. SPECIAL REQUIREMENTS Ability to obtain Certification by the State of North Carolina as a DCI Operator in appropriate modules within three months. Ability to obtain Sheriff’s Training and Standards Certification as Telecommunicator. Ability to obtain Certification as EMD and CPR Certification within six (6) months. Administering the Class: Employees in this class should not be considered to have completed the probationary period until all required certifications have been obtained.