Emergency Telecommunicator Job Description

This position performs responsible public safety communications, dispatching, and related work for the Police Department and the Town of Fuquay-Varina. Employees receive incoming routine and emergency (E-911) police calls; dispatch proper personnel for assistance; and maintain contact with police personnel during regular patrol. 

Work involves assisting the public with directions and general information, and also involves frequent public contact which requires tact, firmness, and decisiveness when obtaining necessary information from people who are under extreme stress.

Work is performed in accordance with departmental policy, State and Federal law, and supplemented with specific directions from sworn law enforcement personnel. Work is often performed under stressful emergency conditions. Telecommunicators are subject to inside environmental conditions.

Work is evaluated through observation, discussion, and a review of reports by Police Department management and through feedback from the public and officers in the field. 

Essential Duties and Tasks

  • Receives routine and emergency (E-911) telephone calls and personal requests for assistance concerning crimes, fires, public utilities, or general information concerning addresses and nature of problems; monitors security cameras throughout the department; dispatches Police staff to incidents; coordinates with utility communications staff as needed.
  • Operates equipment to maintain contact with police personnel and other law enforcement units; dispatches officers to answer requests for assistance; receives and transmits information and messages.
  • Operates 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 query system for pawn shop transactions, and related work.
  • Maintains in-house communications logs and reports including the nature of calls, actions taken, and the times involved; maintains a database for after-hours business owner contacts.
  • Serves as receptionist for the department responsible for greeting and providing customer service to visitors; provides wreck and incident reports to victims; provides reports for local media.
  • Tracks and maintains warrants, citations, and other legal documents.
  • Advises Police Officers of various information as instructed.
  • Tracks activities and locations of officers for safety backup.
  • Serves as receptionist for the Police Department; assists the public with questions takes messages and provides wreck reports when needed.
  • Dispatches utility staff for utility connections, troubles shooting, and repairs; take utility payments.
  • Provides information to the public in person and over the telephone concerning a variety of Town services.
  • Performs related duties as required.

Knowledge, Skills, and Abilities

  • Considerable knowledge of the operation of a police communications system and related Federal Communications Commission regulations.
  • Considerable knowledge of the geographic layout of the Town, and the locations of streets, important buildings, and other landmarks.
  • Knowledge of the functions, practices, and procedures of the Police and Fire Departments.
  • Knowledge of the application of information technology to the work.
  • Skill in collaborative conflict resolution and customer contact.
  • Ability to accurately receive and transmit radio communications.
  • Ability to assess people and situations, apply sound judgment, remain calm under stressful and emergency conditions, and elicit sufficient and essential information for dispatching and assisting field personnel.
  • Ability to multi-task and to set and follow effective priorities.
  • Ability to establish and maintain effective working relationships with the public, department staff, and other Town employees.
  • Ability to type and enter data accurately and at a desirable speed.
  • Ability to speak clearly and distinctly.
  • Ability to follow oral and written instructions.
  • Ability to maintain confidential information.
  • Ability to take and properly record and receipt payments.
  • Ability to work a 12-hour rotating shift. 

Physical Requirements

  • Must be able to physically perform the basic life operational functions of reaching, walking, pushing, pulling, lifting, fingering, talking, hearing, and performing repetitive motions.
  • Must be able to perform sedentary work exerting up to 10 pounds of force occasionally.
  • Must possess the visual acuity to perform extensive reading and computer terminal work.

Desirable Education and Experience

  • Graduation from high school and some related communications,
  • Dispatching or reception work experience preferred, or an equivalent combination of education and experience.

Special Requirement

  • Certification or ability to obtain certification by the State of North Carolina as a DCI operator within 6 months of employment.
  • Ability to obtain telecommunications certification within the stipulated time frame, but prior to probation completion.

Additional Information

  • As part of the selection process, candidates participate in an interview board, and background investigations, and will be subject to drug testing.
  • Must pass an interview, a polygraph examination given by a licensed polygraph examiner, a psychological test, a drug screen, and a medical examination.