911 Sr. Emergency Communications Technician (Communications Officer)

About the role

The Durham Emergency Communications Center (DECC) is dedicated to providing the fastest, most efficient emergency call response possible while ensuring the safety of our police, fire, and emergency medical services responders. DECC is committed to maintaining a workplace free from discrimination and harassment based on any protected status under federal, state, or local law.

Responsibilities

• Answers 911 emergency and non-emergency calls, and monitors call traffic;
• Operates a multi-line automatic call-distribution telephone console system;
• Maintains emergency responder and call status, and monitors radio traffic;
• Coordinates information and instruction to assist callers, referring calls to appropriate agencies;
• Enters and updates data into computer-aided dispatch systems;
• Monitors and communicates status changes and requests to first-responders;
• Calls and coordinates with City departments, utility and wrecker companies, and other internal and external parties to refer callers, provide information, and dispatch services;
• Prepares reports; maintains and updates records and databases; and may query confidential and general information.

Requirements

• High School Diploma or GED, and one year of customer service related experience including 6 months of answering 911 emergency and non-emergency calls, dispatching appropriate response via public safety radio system, maintaining responder and call status, and monitoring radio traffic; and coordinating information and instruction to assist callers, referring calls to appropriate agencies along with entering and updating data into a computer-aided dispatch system.
• 1 or more years in a general Customer Service role/position.
• No Class B (or higher) misdemeanor conviction in the last ten (10) years (please see a list of Class B Convictions Here)
• No Felony Conviction
• Must be 18 years old or older

Qualifications

• Must meet requirements designated by NCOEMS, by following this link you can view an FAQ outlining those employment requirements https://info.ncdhhs.gov/dhsr/EMS/faqcomp.htm#legalrec

Skills

• Customer service experience
• Emergency call handling
• Computer-aided dispatch systems
• Radio communication
• Coordination and communication

Benefits

• Full-time employees receive 12-13 paid holidays per year, 13 standard work days of vacation per year, 13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement.
• Medical, dental, vision, and supplemental life insurance plans.
• State and City retirement plans.
• Short and long term disability plans.
• Paid temporary disability leave for specified conditions.
• City contribution of 13.6% into the N.C. State Retirement System.
• Employee Assistance Program - personal and family counseling.
• Paid life insurance equal to annual salary.
• 48 hours for volunteer work each year*
• 4 hours parental leave each year.
• Workman's Compensation Insurance.
• 457 Deferred Compensation Plans.

Pay

Starting Salary: $49,737 -$56,036 (please note that salary range higher than the minimum will be based on prior 911 experience).

Schedule

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.