911 Emergency Communications Technician, Sr. (Communications Officer)
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911 Emergency Communications Technician, Sr. (Communications Officer)
Salary
$49,737.00 - $77,169.00 Annually
Location
Durham, NC
Job Type
Full time with benefits
Job Number
25-05609
Department
Emergency Communications (911)
Opening Date
09/08/2025
Closing Date
Continuous
Description
Benefits
Questions
Position Description
Work, Serve, Thrive. With the City of Durham
Advance 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!
Starting Salary: $ 49,737 -$56,036 (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 November 3rd, 2024
The Durham Emergency Communications Center (http://durhamnc.gov/435/Emergency-Communications) 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're 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. Incumbents perform semi-skilled and technical work in receiving and processing emergency, non-emergency and administrative 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.
Duties/Responsibilities
Answers 911 emergency and non-emergency calls, and monitors call traffic; operates a multi-line automatic call-distribution telephone console system; and monitors and operates radios and console equipment.
Determines and assigns call priority based on protocols; determines caller location; and dispatches and coordinates appropriate services, including medical, fire, and police services.
Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies when necessary; and ensures compliance with applicable protocols.
Enters and updates data into computer-aided dispatch systems; monitors and communicates status changes and requests to first-responders.
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.
Minimum Qualifications & Experience
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
Experience maintaining emergency responder and call status, and monitoring radio traffic
Experience coordinating information and instruction to assist callers and referring calls to appropriate agencies
Experience entering and updating data into a computer-aided dispatch system
No Class B (or higher) misdemeanor conviction in the last ten (10) years (please see a list of Class B Convictions Here (https://ncdoj.gov/wpfd_file/class-b-misdemeanor-manual-2016-3/) )
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
Additional Preferred Skills
The Durham Emergency Communications Center (DECC) is committed to maintaining a workplace free from discrimination and harassment based on any protected status under federal, state, or local law. We expect every member of the DECC community to contribute to an inclusive environment where all individuals are treated with dignity and respect.
Employment decisions-such as hiring, compensation, training, performance evaluation, and termination-are made fairly and without bias. DECC provides equal employment opportunities to all qualified candidates and employees.
Benefits - General Full-Time Employees
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
2 weeks paid military leave per year
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
Paid funeral leave
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
Benefits - Part-Time (1,000 hours or more per year)
401(k) retirement plan (5.0% of salary)
State retirement plan
Benefits 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 hire
Health insurance effective first day of the month following date of hire
Dental and life insurance, after one year of service
Pro-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 Website
Walk in
Job fair
Employee referral
Professional organization Please list the organization in "other" box below
Internet posting Please list the specific web site in the "other" box below
Craig's List
Facebook
LinkedIn
GlassDoor
governmentjobs.com
Monster.com
Indeed.com
Employment Security Commission
Magazine/Newspaper
Other
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 Degree
Bachelor's Degree
Master's Degree
PhD or Juris Doctorate
04
How many months/years of related experience 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 do you have?
No related experience
Less than 6 months of related experience
6 months but less than 1 year related experience
1 year but less than 3 years related experience
3 years but less than 5 years related experience
5 years or more years related experience
05
How many years of customer service related experience do you have?
No related experience
Less than 1 year of related experience
1 year but less than 3 years related experience
3 years but less than 5 years related experience
5 years or more years related experience
06
Do you have prior experience maintaining emergency responder and call status, and monitoring radio traffic?
Yes
No
07
Do you have prior experience entering and updating data into a computer-aided dispatch system?
Yes
No
08
Do you have prior experience coordinating information and instruction to assist callers and referring calls to appropriate agencies?
Yes
No
09
Have you included and/or uploaded your certification information to the application?
Yes
No
10
Have you taken a 9-11 Telecommunicator training course?
Yes
No
11
If you have taken a 9-11 Telecommunicator training course... at what school did you take it?
12
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
