Job Information
New Hanover County Government Telecommunicator in Wilmington, North Carolina
Position Information
Are you ready for a career that combines challenge, responsibility, and the opportunity to make a positive impact in your community? New Hanover County is looking for Telecommunicators to answer emergency calls and monitor radio dispatch in our 911 Public Safety Communications Center.
We're seeking dedicated individuals to provide the most efficient, accurate, and professional service.
Join us in making a difference right where you live!
This is a continuous posting which will be open to receive applications throughout the year. As vacancies occur during various times throughout the year, the applications in the pool will be screened and considered for referral.
The successful candidate must be skilled at multi-tasking in a fast-paced environment and must have the ability to talk to citizens, asking scripted questions, while entering responses with accurate information to dispatch calls and provide critical information upon which others rely. This position serves as a lifeline for first responders in the field and is the primary point of contact for citizens in emergency situations.
Duties include:
- Dispatching appropriate emergency and non-emergency personnel to calls for service and/or complaints.
- Receiving and dispatching calls to appropriate personnel and securing proper information from persons in state of excitement or panic to assure adequate response.
- Prioritizing calls based upon nature of request for services, availability of units, and other pertinent information.
- Monitoring radio transmissions of personnel for accurate response, need for additional assistance and to increase safety of responding personnel.
- Maintaining accurate logs in Computer Aided Dispatch (CAD) as required to document the time of calls, time dispatched, response time, time cleared, and other required data.
- Monitoring and maintaining accurate and current awareness of the locations and status of police, fire and ambulance units for safety and to ascertain availability for response.
- Preparing and maintaining a variety of records and logs including warrant files, NCIC/DCI entry files, and other required records as needed
- Operating a manual dispatching system when automatic systems are not functioning or when necessary.
- Performing other related duties as required and assigned.
- May require unrestricted mandatory overtime, 24 hour operations requiring shift work, assigned shift changes, including nights, weekends, holidays, and order-in coverage.
Successful candidates for this position will be calm, professional, and skilled at multi-tasking in a fast-paced environment. Due to the responsibilities of this position, Telecommunicators must maintain 100% attention at all times.
Work is performed indoors in closed and secured setting involving continuous speaking, conversing on telephone and computer operation. The selected candidate should have the ability to function for extended hours day or night and must possess the necessary skills to operate a computer keyboard, telephone, recording device and various office skills. Sitting, stooping, bending, reaching, pulling, pushing, grasping, talking, seeing, hearing (split ear), reading, and repetitive keyboard motions as well as extended periods of sitting. Work in a closed and restricted setting with the same coworkers for extended periods. Frequent telephone communication with citizens in stressful situations who may be unable to communicate effectively.
The 911 Center is the link between citizens and emergency public safety response receiving over 500,00 citizen calls per year. The department's actions help save lives, protect property, and assist the public in their time of need.
New Hanover County is dedicated to the recruitment and recognition of a talented and diverse workforce that is committed to public service. Our hared values of professionalism, innovation, equity, integrity, stewardship and accountability guide the way we conduct ourselves and deliver services to our customers. Supported by the work of our Office of Diversity and Equity, New Hanover County celebrates diversity in our employees' backgrounds, beliefs, identities, and abilities, while supporting growth opportunities for all. Our talented team has a passion for providing care and services that effect change on the everyday lives of the citizens they encounter. The differences that unite us are a reflection of the community we serve. If this sounds like an organization that models the values you uphold, we invite you to join our team at New Hanover County.
Qualifications
High school diploma/GED and 1 year of related experience involving a high level of multi-tasking and public contact, preferably using communications equipment such as a two-way radio and computers in a high stress setting; or an equivalent combination of education and experience.
Knowledge of Computer Aided Dispatch (CAD) desired.
Knowledge of county streets, highways, and waterways preferred.
Bilingual in English and Spanish a plus.
Licenses/Certifications
Must be able to obtain CPR, DCI operator and emergency medical, fire and police dispatch certifications, training provided.
Must be able to obtain DCI (Department of Criminal Investigation) certification through the State Bureau of Investigation (SBI) to perform the essential duties of this position. The ability to obtain DCI certification is determined through testing and successful fingerprint background check results. Access to the DCI database cannot be granted by the SBI if any of the following circumstances apply:
(1) Conviction of a felony
(2) Conviction of a Class B Misdemeanor within the last 10 years
(3) Conviction of two or more Class B Misdemeanors regardless of the date of conviction
Other Information
Full time applicants will be assigned 12-hour shifts on either Dayshift, Nightshift, or a Midshift, according to the needs of the department; includes weekends and holidays. Must be available for overtime and during emergency situations. We have recently introduced a new "weekends only" schedule, featuring 12-hour shifts on Fridays, Saturdays, and Sundays. Further details regarding this schedule can be discussed during the interview process.
Part time applicants will be assigned to no more than 19 hours per week, according to the needs of the department when hired; includes weekends and holidays. Part time positions of 19 hours a week or less are not eligible for benefits. All Applicants must be willing to work night shift. Applicants referred to the department must take a timed aptitude test, which will include typing.
Salary Information:
*The hiring range for this position starts at $40,048.00 annually + a competitive benefits package. Please visit our career site at for more information about our benefits. Salary will be determined based on qualifications, internal equity, budget, and market considerations. *
Bilingual candidates able to read, speak, and write in Spanish and Eng