Telecommunicator

Job Description

If you want to help the community in times of crisis, but don't want to be a police officer, this is the position for you! Burlington Police Department is hiring for a full-time Telecommunicator. *INTERNAL ONLY POSTING - Apply by December 29, 2024*
About Us:
The Burlington Communications Center is a 24-hour a day, 7-days-a-week center. The center functions as a vital link between the City of Burlington's and the City of Graham's police and fire departments and those who need emergency and non-emergency assistance.

What you will do:
Performs routine telecommunications work in receiving and processing emergency and non-emergency calls for the police and fire department. You will be responsible for receiving and prioritizing 911 and non-emergency telephone calls from the public, dispatching appropriate public safety officials, and maintaining open lines of communication with public safety during emergency situations.
Work in this position is very sedentary and rarely involves physical exertion. It requires constant attention to multiple computer screens and phone systems.

Policing with a Purpose:
Preserving the Sanctity of ALL Life
Nurture and Protect Democracy
Ensure Procedural Justice and Fundamental Fairness
Spirit of Service
Protect the Community from Harm
Treat all individuals with Dignity and Respect-the ethical foundation of policing

This is a full-time position. Work is performed on a 12-hour shift during the day, mid-day, or evening. Work may be required on nights, weekends and holidays.

Examples of Duties

• Work is performed under the general supervision of a Telecommunicator Lead and Communications Manager.
• Work is checked by observation and regular review of computer entries.
• Operates multi-line telephone system
• Operates and monitors multi-channel radio systems to provide information to police officers to include: patches multiple agencies together when necessary, dispatches officers to the scene, uses appropriate codes and signals when dispatching calls, checks status of officers while they are on calls, monitors emergency channel for officer distress and dispatches assistance if needed.
• Receives incoming calls from the public; evaluates requests for service and makes decisions on which public agency provides the required assistance to the situation; prioritizes the call according to severity
• Receives after-hours calls for animal control, utilities, street maintenance, and traffic signal malfunctions
• Operates the TTY (teletypewriter) service for the Telecommunication Device for the Deaf tests calls on weekly basis to ensure systems are operating as required
• Dispatches police or fire officials to emergencies; communicates with police or fire officers during situations; sends additional units to situation based on officers requests or updated information
• Monitors self-initiated activities of police officers and provides them with information obtained by operation the National Crime Information Center (NCIC) system on retained suspects
• Maintains records of authorizations, warrants, and other information required for DCI/NCIC entries; logs all activities of the Division of Criminal Information (DCI) terminal
• Uses eWarrants Program to check for outstanding warrants; communicates results to officers in the field
• Work involves public contact, which requires tact, firmness, and decisiveness & is performed in accordance with department policy and state and federal law
• Closes telecommunications calls for service and identifies fire or police units back in service
• Updates criminal history logs
• Keeping visual on offices and prisoners while in the secure area
• Work also includes dispatching units or representatives from fire departments, police departments, and communicating with telecommunicators from other local agencies in order to send appropriate level of response.
• Performs related duties as required

Qualifications

Knowledge, Skills, and Abilities:

• General knowledge of current telecommunications practices and procedures
• General knowledge of the practices and procedures used in the police and fire departments
• General knowledge of city geography and street locations
• General knowledge of the operation and use of computer aided dispatching equipment
• General knowledge of various support manuals and resources such as call books, HAZMAT manual, tactical dispatch manual, and other standard operating procedural manuals
• Demonstrated ability to operate a computer terminal, telephones, radios, computer-aided dispatch (CAD) consoles
• Demonstrated ability to read maps quickly, scan warrant files, and review recorded tapes
• Ability to think clearly and act quickly in emergency situations.
• Ability to control telephone conversations in order to efficiently obtain accurate information to provide correct, understandable instruction to emergency responders.
• Ability to learn and use specialized law enforcement software to enter data and retrieve information.
• Ability to learn and use Language Line interpreting services to connect 911 callers with Interpreters quickly and efficiently
• Demonstrated ability to speak clearly and use good diction.

Minimum Requirements:

• High School Diploma or GED equivalency
• At least six (6) months of work experience in a dispatch function or extensive public contact role.

Special Requirement:

• Ability to obtain NC DCI Certification to be obtained within 6 months (Modules 1, 2 and 3).
• Ability to obtain Basic Telecommunicator Certificate through NC Sheriffs' Standards within 6 months.

Preferred Qualifications:

• Prior experience in a law enforcement or fire/EMS environment
• Current certification as an emergency service Telecommunicator by NC Sheriffs' Standards

Supplemental Information

Physical Requirements and Working Conditions:

• Work in this class is described as being sedentary and seldom requires much physical exertion to complete tasks.
• Work typically involves the ability to physically perform the basic life operational functions of grasping, feeling, talking, hearing and repetitive motions.
• Employee works rotating shifts which can cause fatigue from switching internal biorhythm clocks.
• Employee regularly operates a variety of machinery and equipment, including telephones, computers, calculators, copiers, facsimile machines, etc.
• Work necessitates visual acuity to determine the accuracy, neatness, and thoroughness of work assigned in preparing and analyzing figures, accounting, transcription, computer terminal viewing and extensive reading.
• Working conditions include inside environmental conditions.

Inclement Weather Classification : Essential

*The City of Burlington is an Equal Opportunity/AA Employer*
This job description in no way implies that the duties listed are the only ones the employee may be required to perform. The employee is expected to perform other tasks, duties, and training as requested by their supervisors.