EMERGENCY COMMUNICATIONS SPECIALIST (MASTER COMMUNICATIONS OFFICER)

Work, Serve, Thrive. With the City of Durham

Advance in your career while making a real difference in the community you serve.

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 Durham Emergency Communications Center 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.

• 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 needed
• Demonstrate proficiency in dispatch of both Police and Fire / EMS.
• Serve as lead workers, manage staffing and breaks for operational personnel, and mentor trainees.
• 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 hire
• Emergency Medical Dispatch (EMD) certification
• Division 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 Here)
• No Felony Conviction
• Please 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 requirements https : / / info.

ncdhhs.gov / dhsr / EMS / faqcomp.htm#legalrec