Lenoir County Emergency Services - E911: Telecommunications Training Officer
TELECOMMUNICATIONS TRAINING OFFICER
Salary Range: $40,058-$67,725
Position Summary:
• This position is responsible for development and administration of the Central Communications Division education, orientation, training, and quality assurance programs. This is skilled work in the operations of the Communications system that includes general supervision and training of personnel. Performance is evaluated through observation, periodic monitoring, and the review of training records.
• Work is performed under the direct supervision of the Communications Operations Manager.Position duties include, but are not limited to:
• Monitors calls for service and response programs. Makes recommendations for improvement, by reviewing call reports and audio copies of calls.
• Performs all Quality Assurance for the Emergency Medical, Emergency Police, and Emergency Fire dispatch protocols.
• Oversees orientation of all new employees; familiarizing them with the location of the county offices located inside the Lenoir County and Jones County.
• Procures fingerprints for new employees for DCI/SBI purposes.
• Prepares all new employees for DCI class, notifying the Communications Operations Manager when new employees are prepared to take the DCI certification course.
• Schedules all new employees for DCI, EMD, EPD, EFD, ETC and CPR within the required time frame.
• Serves as the Assistant Terminal Agency Coordinator, ATAC, and assumes the responsibility of the
Terminal Agency Coordinator, TAC, in the absence of the Communications Operations Manager.
• Plans, prepares, and/or conducts continuing education instruction in call take processing, approved
EMD training, law enforcement, fire response, daily procedures, and various other related training
topics.
• Responsible for assuring new employees participate in the ride-along program with city and county agencies; thereby, insuring new employees have a thorough knowledge of major landmarks, commercial and industrial establishments in the city and county.
• Ensures new employees have a general knowledge of all operations and functions of the agencies out department services.
• Coordinates with Shift Supervisors on mitigating ineffective job performance of Telecommunicators.
• Monitors TDD calls to ensure quality assurance for calls placed by hearing-impaired callers to assure ADA compliance.
• Establish, revise, and maintain training guidelines and procedures.
• Operates in a Command or Supervisory role in critical incidents or in the absence of the Communications Operations Manager.
• Provides bi-monthly training updates on new employees to the Communications Operations Manager.
• Maintains concise training records on each Communications employee to maintain National and State certifications, as required.
• Meets quarterly with the North Carolina Office of Emergency Medical Services (NCOEMS) - providing the necessary information to ensure compliance for EMD certification and maintaining the compliance with the County EMS plan.
• Provides the Operations Manager with monthly Continuing Education training guidelines, class outlines, and training schedules.
• Maintains a working knowledge of all dispatch duties, policies and procedures and is familiar with the day-today operations of the center.
• Performs duties of Telecommunicator, as necessary, including, but not limited to, operating radio or telephone systems to receive and transmit messages for various county emergency response and human service agencies, receiving complaints and requests for service by telephone or radio and in person, obtaining necessary information and dispatching necessary officials and/or advising caller of proper contact for assistance or information, operating a computer terminal connected with the Division of Criminal Information and the National Crime Information Center.
• Performs other related work as required.
Minimum Requirements:
• Graduation from an accredited high school supplemented by courses in electronics, data processing, or related fields and considerable experience in work with computers, telephone equipment, radio communications equipment, or related field including some emergency telecommunications experience, or an equivalent combination of education and experience.
• Possession of a valid North Carolina driver’s license.
• Must be fingerprinted, pass state/federal criminal background checks, and pass drug screening.
• Knowledge of computer systems and database entry skills.
• DCI computer terminal certification/re-certification as required by state law.
• Emergency Medical, Fire and Police dispatch certification/re-certification as required by the National Academy of Emergency Dispatch (NAED).
• Emergency Medical Dispatch-Quality Assurance (EMD- Q), Emergency Police Dispatch-Quality Assurance (EPDQ), Emergency Fire Dispatch-Quality Assurance (EFD-Q).
• Emergency Telecommunicator dispatch certification/re-certification as required by the nationalAcademy of Emergency Dispatch (NAED).
• Thorough knowledge of the basic principles and operations of E911, DCI, and CAD systems.
• Considerable knowledge of the principals of supervision, organization, and administration.
• Ability to plan and coordinate the effective use of Communications personnel and equipment.
• Thorough knowledge of the emergency communications procedures and jurisdictions of various emergency service agencies, and practices/procedures of all emergency responders including law enforcement, fire, and emergency medical services agencies.
• Ability to analyze data and trends and prepare clear and concise reports.
• Ability to plan, organize, schedule, and direct the
training of communications personnel including
motivation, coaching, evaluating, and providing feed-
back reports on work performance.
• Ability to exercise sound judgement and remain calm under the stress of emergency situations.
• Ability to communicate clearly and effectively in oral and written form.
• Ability to develop and maintain effective working relationships with emergency personnel, County and City officials, and the public.
• Ability to communicate effectively in person and by telephone.
• Ability to enter data with accuracy at the speed required.
Application Process: County employees who wish to make a change in employment to this position must apply on-line through the Munis applicant tracking system. All outside applicants must apply on-line at www.co.lenoir.nc.us under Employment and Employment Opportunities. On-line applications must be submitted by 11:59 pm on the closing date to be considered for the position. Incomplete or unsigned applications will not be processed. This agency utilizes the structured interview process.
CLOSING DATE: February 8, 2023
AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER
