This entry-level role trains an individual to perform specialized emergency communications work within the County's enhanced 911 Communications Department. It suits a compassionate and empathetic individual with a strong sense of duty, who can think fast, stay calm under pressure, and communicate clearly to provide critical support during emergencies.
Responsibilities
Answer 911 lines, non-emergency administrative lines, TTY lines, and text-to-911 lines, and properly verify the location of service
Assist and instruct callers using Emergency Medical Dispatch (EMD), fire and law enforcement protocols, and/or ProQA software
Gather necessary information for responders
Utilize the Computer Aided Dispatch (CAD) system for call processing and dispatching, mapping, monitoring, and reporting
Operate a computerized, multi-channel two-way radio to transmit and receive messages, establish and maintain patches, and monitor responder activity
Ensure the scene responders are responding to is as safe as possible
Access and use recording equipment to playback and/or save audio files as needed
Operate the telephone system to include transferring, re-bidding, speed dial, and other functions essential to daily operations
Make notifications and relay information as needed
Verify jurisdiction for Alarm Monitoring Companies
Operate the State Bureau of Investigation's Division of Criminal Information computer
Gain required job certifications
Complete required continuing education to maintain certifications
Stay abreast of laws related to Public Safety Communications; ensure compliance to HIPAA, Public Right to Know Act, North Carolina General Statutes, and other applicable laws
Limit access to protected health information (PHI) to the information reasonably necessary to do the job
Share information only on a need-to-know basis for work purposes
Convey or exchange information with poise, voice control, and confidence to others, including receiving instructions, assignments, or directions from superiors
Read and prepare a variety of reports, correspondence, logs, and operation manuals
Coordinate hands and eyes rapidly and accurately in using office equipment
Differentiate between colors and shades of color
Perform a variety of duties, often changing from one task to another with frequent interruptions and/or distractions
Maintain high standards of accuracy in exercising duties and responsibilities
Exercise immediate remedial action to correct any quality deficiencies that occur in areas of responsibility
Maintain high quality communication and interact with all County departments and divisions, co-workers, and the general public
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Maintain effective and efficient output of all duties and responsibilities
Assume responsibility for doing assigned work and meeting deadlines
Complete assigned work on or before deadlines in accordance with directives, County policy, standards, and prescribed procedures
Accept accountability for meeting assigned responsibilities in the technical, human, and conceptual areas
Attend work regularly and adhere to County policies and procedures regarding absences and tardiness
Provide adequate notice to higher management with respect to vacation time and time off requests
Maintain an enthusiastic, self-reliant, and self-starting approach to meet job responsibilities and accountabilities
Strive to anticipate work to be done and initiate proper and acceptable direction for completion of work with a minimum of supervision and instruction
Exercise analytical judgment in areas of responsibility
Identify problems or situations as they occur and specify decision objectives
Identify or assist in identifying alternative solutions to problems or situations
Implement decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors
Seek expert or experienced advice and research problems, situations, and alternatives before exercising judgment
Accept supervisory instruction and direction and strive to meet the goals and objectives of same
Question such instruction and direction when clarification of results or consequences are justified, e.g., poor communications, variance with County policy or procedures
Offer suggestions and recommendations to encourage and improve cooperation between all staff persons and departments within the County
Share knowledge with supervisors and staff for mutual and County benefit
Contribute to maintaining high morale among all County employees
Develop and maintain cooperative and courteous relationships with department employees, staffers, and managers in other departments, representatives from organizations, and the general public
Tactfully and effectively handle requests, suggestions, and complaints from other departments and persons
Interact effectively with fellow employees, professionals, and the general public
Plan and organize daily work routine
Establish priorities for the completion of work in accordance with sound time management methodology
Avoid duplication of effort
Estimate expected time of completion of elements of work and establish a personal schedule accordingly
Attend meetings and training sessions on time
Implement work activity in accordance with priorities and estimated schedules
Maintain a calendar for work schedules, meetings, and other assignments
Adhere to all safety and housekeeping standards established by the Director, the County, and various regulatory agencies
Maintain a clean and orderly workplace, including cleaning kitchen and emptying ice trays
Assist in creating an inspiring team environment with open communication
Set clear goals and expectations for staff
Motivate employees and encourage creativity
Demonstrate integrity while building relationships and trust
Demonstrate sound moral and ethical principles at work in the performance of duties
Perform other related duties as assigned
Requirements
High School Diploma or an acceptable equivalency diploma (GED)
No required experience, or equivalent combination of education and experience
Must reach age 18 within six months of being appointed
Must pass any/all background investigations, including Criminal History check(s)
Computerized aptitude testing with a passing score of 80 is required
Successfully complete the C-COM Telecommunicator Training program, Emergency Telecommunicator Course, CPR/AED training, DCI, EMD, call taking, and either county law channel and city law channel, or county fire, Monroe fire and EMS channels, NC Sheriff's Standards Certification
Be able to learn new procedures and techniques for handling current as well as any additional equipment, radios, telephone, computer, recording equipment, etc.
Typing speed of 35 words per minute (WPM)
Working knowledge of the geographical layout of the County including subdivisions, location of streets, important buildings, and other landmarks
Working knowledge of the operation of two-way radio equipment and related Federal Communication Commission regulations
Knowledge of the operation and location of law enforcement and emergency service units
Skill in the operation of emergency communication equipment and computer systems and databases utilized by the department
Ability to elicit information necessary for proper dispatching from persons who may be distressed
Ability to exercise sound judgment in emergency situations
Ability to deal tactfully and courteously with the public
Ability to maintain effective files, records, and reports
US citizenship as a qualification for the 911 Telecommunicator
Benefits
Health insurance for full-time employees and eligible dependents, effective on the first day of the first full month of employment, including preventative care and prescription coverage
Health & Wellness Center available exclusively to Union County employees, spouses, and dependents covered under the health plan
Dental insurance for full-time employees and eligible dependents, effective on the first day of the first full month of employment
Basic Term Life Insurance in the amount of one times the annual salary for all full-time and benefitted part-time employees
Additional coverage for Life Insurance (Accident, Cancer, Long Term and Short Term) available for purchase through payroll deduction for the employee and eligible dependents
Membership in the North Carolina Local Government Employees Retirement System (NCLGERS) for all full-time and benefitted part-time employees, with employees contributing six percent (6%) of annual compensation before tax
NC401(k) supplemental retirement program available to full-time and benefitted part-time employees, with a five percent (5%) County contribution based on biweekly earnings; employees may elect to make voluntary contributions
457 Deferred Compensation program available to all employees through payroll deduction for voluntary investment to supplement retirement income and defer taxable income
Flexible Spending Accounts for regular full-time and benefitted part-time employees to use pre-tax dollars for eligible medical, pharmacy, dental, vision, and daycare expenses, with a Flex Debit Card program
Direct deposit of paycheck to checking or savings accounts in a bank of choice
Truist benefits including no overdraft fees, a $100 negative balance buffer, and online and mobile banking with bill pay
Vacation leave accrued based on creditable years of service in the Local Government Employees Retirement System
Sick leave accrues at eight (8.0) hours per month for full-time County employees; prorated for benefitted part-time employees
Unused sick leave balance can be applied as creditable service toward a service retirement under NCLGERS guidelines
Transfer of unused sick leave earned from another North Carolina Governmental Agency and/or entity: twelve (12) sick leave days transferred after six (6) months of employment, with the remaining balance added on the fifth anniversary of employment
13 County recognized holidays per year (includes 3 days for Christmas) with 1 floating holiday available
Uniformed Services Leave: 30 paid workdays granted for eligible employees
Civil Leave: Paid leave for full-time or regular part-time County employees called for jury duty or as a witness of the court for the federal or state government, or a subdivision thereof
Family & Medical Leave Act (FMLA) provides job protection and continuation of existing paid health insurance during 12 weeks of leave, paid or unpaid, for qualifying events
Paid Parental Leave provides eight weeks of paid leave for approved FML for the birth or placement of a son or daughter for adoption or foster care
Administrative Leave: Educational Leave available to regular full-time and benefitted part-time employees for job-related, short courses, not to exceed ten (10) consecutive working days
Volunteer Time Off: 16 hours of paid time per calendar year to volunteer at approved Union County community partner agencies
Employee Assistance Program (EAP) open to all employees and their dependents, providing confidential assessment and brief therapy for personal and work-related issues
Individual and family discount membership and monthly dues for the Aquatic and Fitness Center available to full-time and benefitted part-time employees through payroll deduction
National College Savings Program open to all employees, designed to provide tax advantages and facilitate saving for eligible institutions
Important Details
Work environment: Deals with crisis situations that require major decisions involving people, resources, and property
Schedule: Available to work nights, weekends, holidays, and on-call hours
About the Company
This role is with the County's enhanced 911 Communications Department.
