911 Emergency Communications Technician (Call Taker)

About the role

The Durham Emergency Communications Center (DECC) is seeking candidates for its next training academy starting June 15th. This academy has 12 spaces available. Candidates must submit an application to be considered.

Responsibilities

• Answer and process emergency and administrative phone calls.
• Follows scripted protocol questions, enters appropriate information for emergency responders, and provides pre-arrival instructions.
• Simultaneously read scripted protocol questions while clearly and concisely typing the information received.
• Routes calls by categorizing incoming calls and directing them to the appropriate division.
• Creates service requests by analyzing incoming calls; creates requests; forwards requests; and follows up with other city departments on open requests.

Requirements

• High School/GED diploma.
• Six months experience in a fast-paced customer service environment.
• Certification in International Academy of Emergency Dispatch Police, Fire and EMS call taking protocols within 6 months of hire.
• CPR Healthcare Provider Certification within 6 months of hire.
• Pass Psychological Exam prior to hire.
• Requires learning one dispatch discipline (Fire/EMS or Police) within 18 months of employment.

Qualifications

• Minimum age of 18 years old.
• No Class B (or higher) misdemeanor convictions in the last ten years.
• No felony convictions.

Skills

• Emotional awareness to quickly and accurately transition between calls.
• Proficiency in multi-tasking.
• Exceptional attention to detail.
• Creative problem solving.
• Excellent reading comprehension.
• Strong short-term memory.

Benefits

• Full-time employees receive 12-13 paid holidays, 13 standard work days of vacation, 13 standard work days of sick leave, 2 weeks paid military leave, medical, dental, vision, and supplemental life insurance plans, state and city retirement plans, short and long term disability plans, paid temporary disability leave, funeral leave, employee assistance program, and paid life insurance equal to annual salary.
• Part-time employees receive 401(k) retirement plan (5.0% of salary), state retirement plan, health insurance, dental and life insurance, and paid military leave.

Pay

Hiring Range: $22.48 - $34.44 Hourly ($1.50 shift premium during the hours of 4:00 PM and 8:00 AM).

Schedule

Call Takers are scheduled for 24 hour coverage. This coverage utilizes fixed shifts including nights, weekends, and holidays. Shifts are determined by the needs of the agency.