Call Taker - Asheville, United States - Buncombe County

Description

Job Title: Call Taker / Public Safety Telecommunicator I

Department: Public Safety Communications

Hiring Range: $ $23.45

Posted Internally and Externally

We will train you Buncombe County Public Safety Communications Center is looking for team members who are ready and willing to grow with us. Our outstanding training team is highly experienced and eager to contribute to your success. If you've worked directly with customers in as a call center agent, bank teller, customer service representative, bookkeeper, payroll clerk, medical billing, paralegal, or other clerical experience this would be a great fit for you Or, if you've been a Telecommunicator before, we'd love to have you join our team

Are you passionate about making a difference in your community? The Buncombe County Public Safety Communication Center is a lifeline from the public to emergency services. We provide training from an entry-level Call Taker to a certified Telecommunicator so that you can make someone's worst day have a successful outcome by getting them the emergency resources they need. In the Public Safety Communication Center we dispatch and coordinate the response of Fire Departments, Law Enforcement, and Emergency Medical Services every day. If you want to make a difference, we want you on our team helping us provide critical lifesaving services in our community.

Buncombe County recently celebrated National Public Safety Telecommunications Week-read about our talented employees here Here is what some of our Telecommunicators shared about the work they do:

"I started as a call taker with the City of Asheville and had no experience in this job field. Buncombe County allowed me to further my career and became a supervisor. I would like the community to know that Buncombe County offers training for this job from day one. If you have the desire to help others and would like to give back to your very own community, this is the best job. More than just a job, be prepared to gain one big family. Our family is composed of coworkers, officers, paramedics, and firefighters. It is amazing to see how everyone works together for one common goal."

"My favorite part of this job is the ability to help the community behind the scenes. I really enjoy the low-key aspect of this field and love that I can provide lifesaving assistance to others without leaving my desk I also work with a really great group of coworkers with the same perspective."

"Working the radio on the law side, it's like a puzzle trying to keep track of who to dispatch to what call and knowing that I have earned the trust of my squad over the years."

"There will never be two days that are exactly the same and I will never stop learning at this job. This job has taught me many things that I have taken into many other aspects of my life. As well as building relationships within the community that I serve.
My favorite part of the day is being able to help people on what could possibly be the worst day of their life and be their first point of contact during that time. Being there to comfort a child or parent after losing their loved one. In other instances, being able to send help to someone who thought about ending their life. Making a difference in someone's life is the most rewarding job."

Candidates will be hired as Trainees at $20.43/hour and work a paid training period in our in-house Call Taking Academy. The Academy is Monday - Friday from 9am to 5pm for approximately 6-8 weeks. Our next Academy is scheduled to begin on Monday, June 1st, 2024. We will likely be hiring individuals with a start date of 6/01/2024 but we may be able to offer an earlier start date if needed.

Once released from the Academy, these Trainees will be moved to a 12-hour day or night shift as a Call Taker. Telecommunicators who work scheduled night shifts will receive an additional $2.00/hour.

Your preference of day or night shift can be discussed during the interview-however, final shift assignments will be determined by the department. As Dispatch Positions become available, Call Takers will become eligible to move into those positions through career progression.

Purpose of the Position:
Responsible and timely operation of communication equipment to receive and transmit emergency calls for the Buncombe County Emergency Services Department. This posting is to fill multiple full-time positions.

Essential Functions of the position:

• Receiving emergency and non-emergency calls from the public through the emergency telephone system
  
• Obtaining pertinent information from callers to determine the nature and location of the emergency
  
• Prioritizing and dispatching calls for service for all three emergency service disciplines (fire, police, and medical)
  
• Handling radio requests from emergency response units
  
• Maintaining location and status information of emergency response units
  
• Maintaining accurate and timely records
  
• Providing information or referral options to the public as requested
  
• Perform other related duties as assigned.
  

Minimum Education, Training and/or Experience:

High school education or equivalent; minimum two (2) years' experience in a public facing/customer service related position preferred.

Additional Training and Experience:

Within the first 6 months of employment, incumbent must complete the EMD and EPD certificates. Bilingual preferred.

License or Certification Required by Statute or Regulation:

Telecommunicator Certification

Knowledge, Skills, Abilities, and Other Abilities:

• Knowledge of rules, regulations, and procedures, including safety procedures, such as CPR and first aid.
  
• Knowledge of telecommunications systems, which may include transmission, broadcasting, and switching systems, and computerized databases, including teletype operations and procedures.
  
• Knowledge of basic dispatch codes, as well as standard abbreviations and industry terminology commonly used by emergency medical services and law enforcement agencies.
  
• Knowledge of the geographical layout of the County as to location of streets, important buildings, and other landmarks.
  
• Ability to use logic and reasoning to reach conclusions and approaches to problems
  
• Ability to use judgment and decision-making skills to evaluate situations, establish priorities, and resolve matters
  
• Ability to work under stressful situations
  
• Ability actively listen and communicate effectively through clear speech and hearing
  
• Ability to establish priorities an pass on information as needed
  
• Ability to elicit information necessary for proper dispatching from persons who may be distressed.
  
• Ability to exercise sound judgment in emergency situations.
  
• Ability to speak clearly, distinctly and professionally.
  
• Ability to deal tactfully and courteously with the public.
  
• Ability to maintain files, records and reports.
  

We are committed to building an inclusive workforce that is representative of our diverse community. If you are interested in this position but are not certain if you meet the exact qualification requirements, we encourage you to apply. Buncombe County uses a substantial equivalency standard to determine if applicants are qualified.

In order to uphold internal pay parity and equity, salaries are non-negotiable for new and current Buncombe County employees. All new employees are paid according to their years of relevant education and experience above minimum requirements for the position and employees have the opportunity to obtain pay increases via cost of living increases and promotions.

Buncombe County Government realizes the importance of a diverse professional workforce and the need to foster a responsive and innovative organizational culture, one that fully engages all of our employees, honoring and building on each employee's unique experiences, opinions, and perspective.

It is the policy of Buncombe County to provide equal employment opportunities (EEO) to all persons regardless of race, color, religion, sex, national origin, political affiliation, physical or mental disability, age, veteran status, genetic information, sexual orientation, gender identity or any other legally protected class under federal or NC State law. In addition, Buncombe County expressly prohibits any form of workplace harassment or discrimination.

Applicants for employment are invited to participate in the affirmative action program by reporting their status as a protected veteran or other minority. In extending this invitation, we advise you that: (a) workers (applicants) are under no obligation to respond but may do so in the future if they choose; (b) responses will remain confidential within the human resource department; and (c) responses will be used only for the necessary information to include in our affirmative action program. We are a company that values diversity. We actively encourage women, minorities, veterans and disabled employees to apply. Refusal to provide this information will have no bearing on your application and will not subject you to any adverse treatment.