Job Description

$21.32 - $25.60

Starting salary based on qualifications and experience.

Job Description

General Statement of Duties

Performs responsible technical work on an assigned shift dispatching public safety personnel and equipment usually in response to emergency situations. The hours for this position are 12 hours shifts that can either be day shift, 05:45 am to 17:45 pm or night shift 17:45 pm to 05:45 am. Successful candidates are also expected to work holidays and weekends dependent on their shift rotation.

Distinguishing Features of the Class

An employee in this class is responsible for answering emergency and non-emergency telephone calls from the public and dispatching law enforcement, fire and EMS agencies. Work generally requires the employee to deal courteously with the public under stressful conditions. Guides may include standard operating procedures, training and procedural manuals, ordinances, and departmental policies and procedures. Work is performed under general supervision of the Telecommunicator Shift Supervisor and is evaluated through observation, conferences and the quality and effectiveness of work completed.

Illustrative Examples of Work

• Answers emergency and non-emergency telephone calls, assesses and prioritizes requests for service, obtains and verifies critical information, and accurately documents call details in the computer-aided dispatch (CAD) system.
• Determines the nature and location of emergencies and dispatches appropriate law enforcement, fire, and emergency medical resources in accordance with established policies and procedures.
• Operates radio communications equipment to dispatch personnel, relay critical information, coordinate responses, and maintain effective communication with emergency responders and other agencies.
• Upon obtaining the required certifications, provides pre-arrival emergency medical, fire, and police instructions to callers using established protocols until emergency responders arrive.
• Monitors and maintains awareness of the location, status, and activities of law enforcement officers and emergency response personnel to support responder safety and operational coordination.
• Accesses and utilizes the Division of Criminal Information (DCI) and National Crime Information Center (NCIC) systems, upon obtaining the required certification and authorization, to retrieve, enter, verify, and relay law enforcement information, including warrants, driver's license and vehicle registration records, stolen property, wanted or missing persons, and criminal history information, in accordance with applicable regulations.
• Coordinates requests for towing and recovery services, including dispatching wrecker companies as requested by authorized personnel.
• Maintains accurate and complete records of calls for service, dispatch activities, radio communications, and other relevant information within established systems.
• Communicates effectively with callers, emergency responders, supervisors, and partnering agencies to ensure the timely and accurate exchange of information.
• Manages multiple calls, radio transmissions, and operational tasks simultaneously while maintaining accuracy, professionalism, and situational awareness.
• Follows established policies, procedures, and operational protocols while maintaining confidentiality and protecting sensitive information.
• Performs other related duties as assigned.

Recruitment and Selection Guidelines

Knowledge, Skills and Abilities

• Ability and willingness to learn and apply emergency communications policies, procedures, and protocols for receiving, prioritizing, and dispatching emergency and non-emergency calls for service.
• Ability to learn and comply with applicable federal and state laws, regulations, and procedures governing emergency communications and radio transmissions.
• Ability to learn and properly apply radio communications procedures, terminology, and the use of emergency communications systems.
• Ability to learn and effectively operate computer-aided dispatch (CAD) systems, multi-line telephone systems, radio consoles, and other communications equipment.
• Ability to learn and become familiar with Davidson County's geography, including major roadways, municipalities, landmarks, and emergency response jurisdictions.
• Ability to type a minimum of 2,600 keystrokes per hour with accuracy.
• Ability to assess situations, prioritize information, and make sound, timely decisions in high-pressure and rapidly changing environments.
• Ability to communicate clearly, professionally, and courteously with the public, emergency responders, and other personnel, including during stressful or emotionally charged situations.
• Ability to remain calm, focused, and professional while managing multiple tasks and competing priorities.
• Ability to actively listen, obtain and accurately document critical information, and communicate information clearly and efficiently.
• Ability to understand, follow, and consistently apply established policies, procedures, and protocols while exercising sound judgment.
• Ability to maintain confidentiality and appropriately handle sensitive, protected, and law enforcement information.
• Ability to work effectively as part of a team and maintain positive working relationships with coworkers, supervisors, and emergency response personnel.
• Ability to adapt to changing technology, operational procedures, and emergency situations while maintaining accuracy and attention to detail.
• Ability to accept constructive feedback, demonstrate a willingness to learn, and successfully complete a structured training program.

Physical Requirements

• Must be able to perform essential job functions requiring walking, speaking, hearing, fine motor coordination, and repetitive hand and finger movements.
• Must be able to perform primarily sedentary work, occasionally exerting up to 10 pounds of force and frequently or continuously exerting minimal force to lift, carry, push, pull, or move objects.
• Must possess sufficient visual acuity to read and interpret information, analyze data, operate computer equipment, and perform tasks requiring prolonged screen use.
• Work is primarily performed indoors in a climate-controlled environment, although occasional temperature variations may occur.
• Work is generally performed in an emergency communications center or office environment with minimal exposure to adverse environmental conditions.

Education and Experience

• Prefer a minimum of two (2) years of equivalent experience with a 911 Emergency Communications agency, with demonstrated competency, proficiency, and efficiency in performing assigned duties.
• Must have active training or relevant work experience within the past 12 months.
• Must have recent, hands-on experience in all three emergency communications disciplines: Emergency Medical, Fire, and Law Enforcement dispatch.
• Must be a high school graduate or possess an equivalent credential (GED).

Licenses and Certifications

Applicants who do not currently hold the required certifications must obtain them within the designated training period, unless otherwise specified.

• Possess a valid North Carolina driver's license.
• Emergency Medical Dispatch (EMD) certification.
• Emergency Fire Dispatch (EFD) certification.
• Emergency Police Dispatch (EPD) certification.
• Division of Criminal Information (DCI) certification.
• Must meet all applicable requirements established by the North Carolina Administrative Code, Title 14B, Chapter 18A, Section .0401.
• Cardiopulmonary Resuscitation (CPR) certification.