911 Telecommunicator

As a Public Safety Telecommunicator you are the first responder to critical life and death situations along with loss of property. This position is with a primary PSAP and is responsible for the taking and dispatching of emergency and non-emergency calls. All critical information is to be documented, kept up to date, professional and thorough. Through professional courtesy and communication, it is a requirement of the position to obtain all necessary information and help ensure the safety of persons and property within the appropriate jurisdiction. Work schedule is 12-hour shifts with holidays, nights, and weekends. Annual starting salary is $45,569.68, grade E.

General Description of Essential Job Tasks:

• Answers emergency and non-emergency calls for service which may be received through phone call, text, TTY or over a radio channel from other agencies.
• Extracts information through questioning, verbal cues, background noise and other information received to inform responders of ever-changing situations.
• Dispatches all calls to officers in the field providing up to date and appropriate information, understanding sensitive information and priority.
• Has knowledge of the 10 codes, appropriate Law Enforcement terminology and other verbiage used by first responders.
• Dispatches the appropriate units in the field to ensure the quickest and safest response to the situation based on emergency level. Maintains contact with field units and completes safety checks on officers. Also, must maintain field-initiated calls given over the radio by field units.
• Ascertains, and reports critical information in life and death situations in a timely and calm manner. At times these incidents may include but are not limited to: an active shooter, officer down, assaults, stabbings, shootings and other high stress call types.
• Enters all information gathered and enters factual information in to the CAD (Computer Aided Dispatch) for correct record keeping.
• Maintains all information through the tow log, DCI, NCAWARE, CJLeads, RMS, and any other system which are used through the communications department.
• Enters wanted/missing persons, stolen items, seized vehicles, seized tags, etc. into NCIC. Checks for warrants and relays license and tag readbacks and any other required information.
• Takes and dispatches all animal control calls.
• Work with Public Works and Public Utilities to ensure after hour emergencies are handled.
• Correctly prioritize life and death calls along with non-emergency calls.
Position involves frequent public contact requiring firmness and decisiveness in obtaining information, strong communication skills, ability to perform data entry with speed and accuracy, and the ability to remain calm in stressful situations.


• Essential Knowledge, Skills and Abilities:

  Oral and written communications:

• Speak English with enough clarity to be understood by others on the radio and on the phone.
• Actively listen for verbal cues to understand what the caller is trying to convey and to ensure the information obtained is complete and accurate.
• Organized data entry.
• The ability to write grammatically correct with professionalism.
• Communicate information verbally or written which may be used in legal proceedings.

  Decision Making/Problem Solving:

• Use good, informed judgment in giving information.
• Effectively prioritize calls.
• Adjust to ever changing situations, while remaining composed and professional in high stress situations.
• Must be able to multi-task in a high paced environment.
• Maintain objectivity and professionalism, at all times. This position ensures assistance is given to the caller or officer regardless of personal biases or feelings.
• Ability to remember and separate information for multiple calls at one time.

  Interpersonal Relationships:

• Exemplifies the highest degree of ethics, professionalism, and integrity both individually and working in a team environment.
• Maintains appropriate behavior and interactions with citizens and coworkers.
• Able to accept feedback and constructive criticism in a high paced environment.
• Holds the privacy of the citizen or teammate to the highest standard.
Able to communicate effectively and positively with supervisors, teammates, other entities, etc. as a representative of the department.


• Physical Abilities:

• Must be able to hear through one ear in a headset and the other ear at the same time for cues within the center and shared dispatching.
• Able to view all systems and read the information being shared or entered.
• Type accurately and precisely at a minimum of 40 words per minute.
• The center is open 24/7 and must be staffed accordingly. Personnel are required to work 12 hour shifts or longer as needed.
• Must be able to lift 25 lbs.
• Must be able to pass the necessary physical requirements as set forth by the North Carolina Sheriff Standards Commission.

  Technical Knowledge

• Technology is always changing, and employees must be able to stay up to date with new systems.
• Must learn how to use the CAD system.
• Be able to obtain knowledge of all mapping, GIS, and location information.
• Able to become certified in CJLeads, NCAWARE, RMS, and DCI.
• Use of the phone system for voice, text or TTY calls.
• Knowledge of how to maintain, operate, troubleshoot, or obtain assistance if any of the systems fail.

  Minimum Qualifications/Requirements:

• Must hold a high school diploma or equivalent.
• Must have a valid NC driver’s license.
• Must be at least 21 years of age.
• Must have or be able to obtain the NC Sheriff Standards certification within a year of employment
• Must be able to work 12-hour shifts, nights, weekends, holidays, emergencies and on an overtime call in basis.

The Town of Holly Springs provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.