Telecommunicator Assistant Supervisor

Overview

Under general supervision, performs specialized, emergency communications work in the County's enhanced 911 Communications Division, including taking calls, radio dispatching, and computer entry of all calls received. Qualified to train 911 Telecommunicator I personnel. When required, acts as the 911 Supervisor performing all of the Shift/Squad Supervisor duties. This position works on an assigned 12-hour shift and reports to the 911 Supervisor.

• Answer 911 lines, non-emergency administrative lines, TTY lines, text-to-911 lines and verify service locations.
• Assist callers using EMD, EFD protocols and ProQA software.
• Operate and utilize the Computer Aided Dispatch (CAD) system for call processing, 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.
• Access and use recording equipment to playback and/or save audio files as needed.
• Operate the telephone system including transferring, re-bidding, speed dial and other functions essential to daily operations.
• Operate the State Bureau of Investigation's Division of Criminal Information computer.
• Maintain on-call lists for various county departments and other agencies.
• Maintain required job certifications and complete required continuing education to maintain certifications.
• Meet minimum individual performance standards.
• Conduct training of Telecommunicator I, II and III personnel as required.
• When required, act as Telecommunicator Squad Supervisor and perform all duties of the role.
• Provide supportive role to the 911 Supervisor.

HIPAA Privacy Act:
Limit access to PHI to information reasonably necessary to do the job. Access to PHI is on a need-to-know basis. Computerized PHI access is controlled via user  password. Stay abreast of laws related to Public Safety Communications and ensure compliance with HIPAA, Public Right to Know Act, North Carolina General Statutes, and other applicable laws.

MINIMUM QUALIFICATIONS

Education and Experience: Requires a High School Diploma or GED and two (2) years of experience in public safety communications; completion of all call-taking and law, fire and EMS dispatch training with proven proficiency through six (6) months of independent operation following training; or equivalent combination of education and experience.

Licenses or Certifications: Maintains all protocols and certifications completed during Telecommunicator program, DCI, CPR/AED, EMD, EFD, call taking, law and EMS channels and NC Sheriff’s Standards. Ability to obtain DCI Assistant Agency Coordinator (ATAC) and EMD/EFD Quality Assurance Certifications within one year.

Special Requirements: Maintain clean background investigations. Must meet minimum standards of a justice officer as defined by Title 12 NCAC 10B.0103. Maintain all protocols and certifications as listed; attend out-of-town training as required to maintain required certifications. Typing speed 35 WPM. Be able to learn new procedures and equipment.

Education and Experience: High School Diploma or GED and three (3) years of experience in public safety communications, or equivalent.

Licenses or Certifications: CTO Certification preferred. Maintains protocols and certifications as listed including DCI TAC, ATAC, EMD/EFD QA Certification.

Special Requirements: Must meet minimum standards of a justice officer and have a clean police record. Out-of-town training may be required. Typing speed 35 WPM.

PHYSICAL DEMANDS

Must be physically able to operate computer terminals, computerized radio channels, copier, recording equipment, shredder, and enhanced 911 telephone equipment. Can exert up to 10 pounds of force occasionally and up to 5 pounds frequently. Work is light to sedentary; may require walking or standing and operation of controls.

Work is performed in an environment with crisis situations requiring major decisions involving people, resources, and property.