City of Durham, NC
911 Emergency Communications Specialist (Master Communications Officer)
City of Durham, NC, Durham, North Carolina, United States, 27703
Salary :
$52,146.00 - $80,912.00 Annually
Location :
Durham, NC
Job Type:
Full time with benefits
Job Number:
24-04826
Department:
Emergency Communications (911)
Opening Date:
03/08/2024
Closing Date:
Continuous
Position Description
Work, Serve, Thrive. With the City of DurhamAdvance in your career while making a real difference in the community you serve.
Why work at the Durham Emergency Communications Center? Click this link to find out more!
Hiring Range: $49,026 - $59,613 (please note that salary range higher than the minimum will be based on prior 911 experience)
Work Day/Hours: Hours during classroom training will be from 8:00 - 5:00. Once classroom training is completed, team members will be assigned to 4 day work weeks with 12-hour shifts; shift will be EITHER 5:00 am to 5:00 pm OR 5:00 pm to 5:00 am. This coverage utilizes fixed shifts including nights, weekends and holidays. Shifts are determined by the needs of the agency.
This posting is to find candidates for our next training academy starting August 26th, 2024
For this position the City of Durham is offering a $5000 hiring bonus for new hires, to be paid incrementally as competencies are met. For more information, click
HERE
:
The works to provide City and County residents the fastest, most-efficient emergency call response possible while ensuring the safety of our police, fire and emergency medical services responders. Our state-of-the art center was the first, and currently one of only three, in the nation to hold both emergency medical dispatch accreditation from the Commission for Accreditation of Law Enforcement Agencies and Project 33 agency training program certification from APCO International. We are constantly finding ways to improve the quality of assistance we provide to the community, knowing service is our one and only product. If innovating and serving in a fast-paced environment are for you, bring your talent and skills to Durham!
Devoted to receipt and processing and dispatch of 911 emergency and non-emergency calls.
Responsible for receiving and processing emergency, non-emergency and administrative calls. As assigned, work may include, receiving calls through a multi-line automatic call distribution telephone system equipped with TTD/TTY, processing calls using both commercial protocols, and non- protocol questions, entry into computer aided dispatch system (CAD) using correct call classification for verification of location, and jurisdiction. Entry of appropriate narrative in CAD to ensure safety of caller, bystanders and public safety responders, verifying appropriate dispatch priority and routing call for dispatch. Processing of silent 911 calls to confirm or rule out hearing impaired or caller in distress. Answering and processing administrative calls and requests for referrals. When appropriate, performs database queries for confirmation of duplication of calls or pertinent location history. Incumbents are required to assist in oversight of Communications Officers and Call Takers in need of assistance and may serve as lead workers, shift administration including assigning work and monitoring work completion.
Duties/Responsibilities
Performs call taking and dispatching tasks of a communication officer to include answering 911 emergency and non-emergency calls, monitoring call traffic, operating multi-line automatic call-distribution telephone and radio console systems, and dispatching and coordinating appropriate services.Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies; enters and updates data into computer-aided dispatch systems; and coordinates with multiple agencies to facilitate dispatching, referral, and other departmental operations.Trains and coaches new and existing employees both in the classroom and on an assigned shift; documents training instructions, as assigned; monitors and tracks employee performance; assists with preparing and coordinating training sessions; and ensures that work complies with policies, procedures, and protocols.Performs quality assurance duties to maintain accreditation standards; evaluates 911 calls in accordance with accreditation standards; provides feedback to employees; reviews policies and procedures; and ensures that dispatch operations comply with applicable policies and procedures.Prepares reports, and maintains training and other records and databases; and may query confidential and general information when neededDemonstrate proficiency in dispatch of both Police and Fire/EMS.Serve as lead workers, manage staffing and breaks for operational personnel, and mentor trainees.Minimum Qualifications & Experience
High School Diploma or GED,Three years of emergency communications experience including demonstrated proficiency in call taking and dispatching of Police, Fire and EMS disciplines. Gathering and/or providing information and instructions to assist callers; referring calls to appropriate agencies; and entering and updating data into a computer-aided dispatch system.CPR certification, (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits).Either Emergency Fire Dispatch (EFD) certification OR Emergency Police Dispatch (EPD) certification at time of hire, but both must be obtained within 6 months of hireEmergency Medical Dispatch (EMD) certificationDivision of Criminal Information (DCI) certification, (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits).National Crime Information Center (NCIC) certification (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits).No Class B (or higher) misdemeanor conviction in the last ten (10) years (please see a list of Class B Convictions
)No Felony ConvictionPlease note that for any selected candidate in an operational position they must meet requirements designated by NCOEMS, by following this link you can view an FAQ outlining those employment requirementsBenefits - General Full-Time Employees
12-13 paid holidays per year13 standard work days of vacation per year13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement2 weeks paid military leave per yearMedical, dental, vision, and supplemental life insurance plansState and City retirement plansShort and long term disability plansPaid temporary disability leave for specified conditionsCity contribution of 13.6% into the N.C. State Retirement SystemPaid funeral leaveEmployee Assistance Program - personal and family counselingPaid life insurance equal to annual salary48 hours for volunteer work each year*4 hours parental leave each yearWorkman's Compensation Insurance457 Deferred Compensation PlansBenefits - Part-Time (1,000 hours or more per year)
401(k) retirement plan (5.0% of salary)State retirement planBenefits Part-Time (Average 30 hours per week over 12 month period)
401(k) retirement plan (5.0% of salary)State retirement plan effective first day of the month following date of hireHealth insurance effective first day of the month following date of hireDental and life insurance, after one year of servicePro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service
01
Where did you first hear about this opportunity?
City of Durham WebsiteWalk inJob fairEmployee referralProfessional organization ***Please list the organization in "other" box below***Internet posting ***Please list the specific web site in the "other" box below***Craig's ListFacebookLinkedInGlassDoorgovernmentjobs.comMonster.comIndeed.comEmployment Security CommissionMagazine/NewspaperOther
02
If you listed "other" above please give specific web site, organization, or publication.
03
Please select your highest level of COMPLETED education.
Less than a High School Diploma or Equivalent (GED, HiSET, TASC)High School Diploma or Equivalent (GED, HiSET, TASC)Associates DegreeBachelor's DegreeMaster's DegreePhD or Juris Doctorate
04
How many years of related emergency communications experience do you have, including demonstrated proficiency in call taking and dispatching of Police, Fire and EMS disciplines?
No related experienceLess than 1 year of related experience1 year but less than 3 years related experience3 years but less than 5 years related experience5 years or more years related experience
05
Do you have a current and valid CPR certification?The certification is not required at time of hire, but must be obtained within 45 days from start date, or as training permits
Yes, I have the CPR certificationNo, I do not have the CPR certification, but I AM willing and able to obtain it within 45 days of hireNo, do not have the CPR certification, and I am NOT willing or able to obtain it within 45 days of hire
06
Do you have a current and valid Emergency Medical Dispatch (EMD) certification?
YesNo
07
Do you have a current and valid Emergency Fire Dispatch (EFD) certification?
Yes, I do have an Emergency Fire Dispatch certificationNo, I do NOT have an Emergency Fire Dispatch Certification
08
Do you have a current and valid Emergency Police Dispatch (EPD) certification?
Yes, I have a current and valid Emergency Police Dispatch (EPD) certificationNo, I do NOT have a current and valid Emergency Police Dispatch (EPD) certification
09
If you do not have both the EPD and the EFD certifications are you willing and able to obtain the missing certification within 6 months of your start date?
Yes, I am willing and able to obtain the missing certification within 6 months of my start dateNo, I am NOT willing OR able to obtain the missing certification within 6 months of my start dateI already have both the EPD and EFD Certifications
10
Do you have a current and valid Division of Criminal Information (DCI) certification?Certification is not required at time of hire, but must be obtained within 45 days from start date, or as training permits).
Yes, I have the certificationNo, but I AM willing and able to obtain the certification within 45 days of start dateNo, and I am NOT willing or able to obtain the certification within 45 days of start date
11
Do you have a current and valid National Crime Information Center (NCIC) certification?Not required at time of hire, but must be obtained within 45 days from start date, or as training permits
Yes, I have the NCIC CertificationNo, but I AM willing and able to obtain the NCIC certification within 45 days from start dateNo, I do NOT have the NCIC certification and I am NOT willing OR able to obtain it within 45 days from start date
12
Do you have experience entering and updating data into a computer-aided dispatch system?
YesNo
13
Are you willing and able to work various shifts based on the department needs?
YesNo
14
This position is classified as a Group 1 position and it is critical to emergency operations. Therefore, it will report to work in spite of or because of an emergency or disaster event.
I am willing and able to report to work in spite of or because of an emergency or disaster eventI am NOT willing or able to report to work in spite of or because of an emergency or disaster event
15
Have you included and/or uploaded your certification information to the application?
YesNo
16
Have you taken a 9-11 Telecommunicator training course?
YesNo
17
If you have taken a 9-11 Telecommunicator training course... at what school did you take it?
18
Please briefly describe how have you used technology in your current position?If you do NOT use any technology in your current position, put N/A
Required Question
$52,146.00 - $80,912.00 Annually
Location :
Durham, NC
Job Type:
Full time with benefits
Job Number:
24-04826
Department:
Emergency Communications (911)
Opening Date:
03/08/2024
Closing Date:
Continuous
Position Description
Work, Serve, Thrive. With the City of DurhamAdvance in your career while making a real difference in the community you serve.
Why work at the Durham Emergency Communications Center? Click this link to find out more!
Hiring Range: $49,026 - $59,613 (please note that salary range higher than the minimum will be based on prior 911 experience)
Work Day/Hours: Hours during classroom training will be from 8:00 - 5:00. Once classroom training is completed, team members will be assigned to 4 day work weeks with 12-hour shifts; shift will be EITHER 5:00 am to 5:00 pm OR 5:00 pm to 5:00 am. This coverage utilizes fixed shifts including nights, weekends and holidays. Shifts are determined by the needs of the agency.
This posting is to find candidates for our next training academy starting August 26th, 2024
For this position the City of Durham is offering a $5000 hiring bonus for new hires, to be paid incrementally as competencies are met. For more information, click
HERE
:
The works to provide City and County residents the fastest, most-efficient emergency call response possible while ensuring the safety of our police, fire and emergency medical services responders. Our state-of-the art center was the first, and currently one of only three, in the nation to hold both emergency medical dispatch accreditation from the Commission for Accreditation of Law Enforcement Agencies and Project 33 agency training program certification from APCO International. We are constantly finding ways to improve the quality of assistance we provide to the community, knowing service is our one and only product. If innovating and serving in a fast-paced environment are for you, bring your talent and skills to Durham!
Devoted to receipt and processing and dispatch of 911 emergency and non-emergency calls.
Responsible for receiving and processing emergency, non-emergency and administrative calls. As assigned, work may include, receiving calls through a multi-line automatic call distribution telephone system equipped with TTD/TTY, processing calls using both commercial protocols, and non- protocol questions, entry into computer aided dispatch system (CAD) using correct call classification for verification of location, and jurisdiction. Entry of appropriate narrative in CAD to ensure safety of caller, bystanders and public safety responders, verifying appropriate dispatch priority and routing call for dispatch. Processing of silent 911 calls to confirm or rule out hearing impaired or caller in distress. Answering and processing administrative calls and requests for referrals. When appropriate, performs database queries for confirmation of duplication of calls or pertinent location history. Incumbents are required to assist in oversight of Communications Officers and Call Takers in need of assistance and may serve as lead workers, shift administration including assigning work and monitoring work completion.
Duties/Responsibilities
Performs call taking and dispatching tasks of a communication officer to include answering 911 emergency and non-emergency calls, monitoring call traffic, operating multi-line automatic call-distribution telephone and radio console systems, and dispatching and coordinating appropriate services.Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies; enters and updates data into computer-aided dispatch systems; and coordinates with multiple agencies to facilitate dispatching, referral, and other departmental operations.Trains and coaches new and existing employees both in the classroom and on an assigned shift; documents training instructions, as assigned; monitors and tracks employee performance; assists with preparing and coordinating training sessions; and ensures that work complies with policies, procedures, and protocols.Performs quality assurance duties to maintain accreditation standards; evaluates 911 calls in accordance with accreditation standards; provides feedback to employees; reviews policies and procedures; and ensures that dispatch operations comply with applicable policies and procedures.Prepares reports, and maintains training and other records and databases; and may query confidential and general information when neededDemonstrate proficiency in dispatch of both Police and Fire/EMS.Serve as lead workers, manage staffing and breaks for operational personnel, and mentor trainees.Minimum Qualifications & Experience
High School Diploma or GED,Three years of emergency communications experience including demonstrated proficiency in call taking and dispatching of Police, Fire and EMS disciplines. Gathering and/or providing information and instructions to assist callers; referring calls to appropriate agencies; and entering and updating data into a computer-aided dispatch system.CPR certification, (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits).Either Emergency Fire Dispatch (EFD) certification OR Emergency Police Dispatch (EPD) certification at time of hire, but both must be obtained within 6 months of hireEmergency Medical Dispatch (EMD) certificationDivision of Criminal Information (DCI) certification, (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits).National Crime Information Center (NCIC) certification (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits).No Class B (or higher) misdemeanor conviction in the last ten (10) years (please see a list of Class B Convictions
)No Felony ConvictionPlease note that for any selected candidate in an operational position they must meet requirements designated by NCOEMS, by following this link you can view an FAQ outlining those employment requirementsBenefits - General Full-Time Employees
12-13 paid holidays per year13 standard work days of vacation per year13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement2 weeks paid military leave per yearMedical, dental, vision, and supplemental life insurance plansState and City retirement plansShort and long term disability plansPaid temporary disability leave for specified conditionsCity contribution of 13.6% into the N.C. State Retirement SystemPaid funeral leaveEmployee Assistance Program - personal and family counselingPaid life insurance equal to annual salary48 hours for volunteer work each year*4 hours parental leave each yearWorkman's Compensation Insurance457 Deferred Compensation PlansBenefits - Part-Time (1,000 hours or more per year)
401(k) retirement plan (5.0% of salary)State retirement planBenefits Part-Time (Average 30 hours per week over 12 month period)
401(k) retirement plan (5.0% of salary)State retirement plan effective first day of the month following date of hireHealth insurance effective first day of the month following date of hireDental and life insurance, after one year of servicePro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service
01
Where did you first hear about this opportunity?
City of Durham WebsiteWalk inJob fairEmployee referralProfessional organization ***Please list the organization in "other" box below***Internet posting ***Please list the specific web site in the "other" box below***Craig's ListFacebookLinkedInGlassDoorgovernmentjobs.comMonster.comIndeed.comEmployment Security CommissionMagazine/NewspaperOther
02
If you listed "other" above please give specific web site, organization, or publication.
03
Please select your highest level of COMPLETED education.
Less than a High School Diploma or Equivalent (GED, HiSET, TASC)High School Diploma or Equivalent (GED, HiSET, TASC)Associates DegreeBachelor's DegreeMaster's DegreePhD or Juris Doctorate
04
How many years of related emergency communications experience do you have, including demonstrated proficiency in call taking and dispatching of Police, Fire and EMS disciplines?
No related experienceLess than 1 year of related experience1 year but less than 3 years related experience3 years but less than 5 years related experience5 years or more years related experience
05
Do you have a current and valid CPR certification?The certification is not required at time of hire, but must be obtained within 45 days from start date, or as training permits
Yes, I have the CPR certificationNo, I do not have the CPR certification, but I AM willing and able to obtain it within 45 days of hireNo, do not have the CPR certification, and I am NOT willing or able to obtain it within 45 days of hire
06
Do you have a current and valid Emergency Medical Dispatch (EMD) certification?
YesNo
07
Do you have a current and valid Emergency Fire Dispatch (EFD) certification?
Yes, I do have an Emergency Fire Dispatch certificationNo, I do NOT have an Emergency Fire Dispatch Certification
08
Do you have a current and valid Emergency Police Dispatch (EPD) certification?
Yes, I have a current and valid Emergency Police Dispatch (EPD) certificationNo, I do NOT have a current and valid Emergency Police Dispatch (EPD) certification
09
If you do not have both the EPD and the EFD certifications are you willing and able to obtain the missing certification within 6 months of your start date?
Yes, I am willing and able to obtain the missing certification within 6 months of my start dateNo, I am NOT willing OR able to obtain the missing certification within 6 months of my start dateI already have both the EPD and EFD Certifications
10
Do you have a current and valid Division of Criminal Information (DCI) certification?Certification is not required at time of hire, but must be obtained within 45 days from start date, or as training permits).
Yes, I have the certificationNo, but I AM willing and able to obtain the certification within 45 days of start dateNo, and I am NOT willing or able to obtain the certification within 45 days of start date
11
Do you have a current and valid National Crime Information Center (NCIC) certification?Not required at time of hire, but must be obtained within 45 days from start date, or as training permits
Yes, I have the NCIC CertificationNo, but I AM willing and able to obtain the NCIC certification within 45 days from start dateNo, I do NOT have the NCIC certification and I am NOT willing OR able to obtain it within 45 days from start date
12
Do you have experience entering and updating data into a computer-aided dispatch system?
YesNo
13
Are you willing and able to work various shifts based on the department needs?
YesNo
14
This position is classified as a Group 1 position and it is critical to emergency operations. Therefore, it will report to work in spite of or because of an emergency or disaster event.
I am willing and able to report to work in spite of or because of an emergency or disaster eventI am NOT willing or able to report to work in spite of or because of an emergency or disaster event
15
Have you included and/or uploaded your certification information to the application?
YesNo
16
Have you taken a 9-11 Telecommunicator training course?
YesNo
17
If you have taken a 9-11 Telecommunicator training course... at what school did you take it?
18
Please briefly describe how have you used technology in your current position?If you do NOT use any technology in your current position, put N/A
Required Question