Description

The Buncombe County Public Safety Communications Center plays a crucial role in connecting the public with emergency services. Every day, our center answers 911 and administrative calls, while coordinating and dispatching vital responses from fire departments, law enforcement, and emergency medical services. If you feel a calling to make a genuine difference, we invite you to consider joining our dedicated team!  

NO PRIOR EXPERIENCE REQUIRED! Individuals offered a Call Taker position will receive extensive training at our 16-week Academy, followed by comprehensive on-the-job training.

 
Training schedule:

Candidates can anticipate that the first 16 weeks of training will be conducted in a classroom type environment, scheduled Monday-Friday 8am-5pm, at 164 Erwin Hills Road. 

Long-term Schedule:

Following the initial training period, academy graduates will be assigned to a 12-hour shift. Our Center provides around-the-clock coverage through four dedicated teams operating on a Pitman shift schedule, with candidates assigned to a specific shift based on departmental needs at the conclusion of their training. While shift preferences will be taken into account, they cannot be guaranteed. 

Buncombe County Government offers a robust benefits package:

8% County contribution to employee 401(k) - you don't have to contribute anything from your paycheck
Free physical therapy
Employee and Family Health clinic with $5 co-pay
$0 Tier-1 generic prescriptions
10+ vacation days per year
12 sick days & 13 paid holidays
Flexible Spending Account

Purpose of the position: 

The purpose of this position is responsible and timely operation of communication equipment to receive and screen emergency calls for the Buncombe County Public Safety Communications Department.

Essential Functions of the position:

• Receive and screen requests for emergency services: Manage challenging callers using appropriate handling of distressed, autistic, hearing-impaired, elderly, angry, and foreign-language-speaking callers.
• Ascertain incident information by obtaining and verifying caller information, location, determining the nature of the incident, and all available data including but not limited to automated data, social media information, text message, images, or video and providing information to emergency services either verbally and/or digitally.
• Facilitate the transferring of calls to the appropriate resources and perform conference calls with entities, such as but not limited to poison control centers or helicopter dispatch.
• Interpret sensor data to triage, prioritize, and properly categorize a call.
• Document, prioritize, and sequence calls promptly in limited time with limited or no supervision.
• Operate a computer workstation comprised of multiple computer systems, computer-aided dispatch (CAD) software, geographical information systems (GIS), and recording systems.
• Complete training, certifications, and competencies as needed by actively seeking training, completing the training and certifications required for assigned Call Taker position, and complete continuing education and career development as necessary.
• Follow established agency policies and procedures, being aware of liability to the department, and adhering to federal disclosure and privacy laws.
• Perform other related duties as assigned.

Knowledge, Skills, Abilities:

• By the end of the training period, thorough knowledge of the policies, procedures, processes, laws, ordinances, and regulations affecting public safety call-taking and the ability to apply them appropriately.
• Ability to use logic, critical thinking, and reasoning to reach conclusions and solve problems, using judgment and decision-making skills to rapidly evaluate situations, establish priorities, resolve matters, and pass on information, as needed.
• Able to adhere to policy and procedure requirements that are stringent, rigorous, and unwavering, including confidentiality of information and trustworthiness while dealing with sensitive information.
• Able to communicate clearly, concisely, and effectively; relay details accurately; listen actively; think and act quickly.
• Able to effectively interact with people of different social, economic, and ethnic backgrounds.
• Handle, under pressure, and in emergency and stressful situations.
• Able to handle multiple tasks simultaneously under pressure, and in stressful situations, including complaints and difficult situations, remaining calm under pressure to obtain information from hostile, confusing, and emotional callers in a tactful and courteous manner.
• Ability to read and interpret geographical spatial data and maps quickly and accurately.
• Ability to operate computer systems with specialized software and enter data via keyboard and software with speed and accuracy.

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, natural hair or hairstyles, ethnicity, creed, color, sex, sexual orientation, gender identity or expression, national origin or ancestry, marital or familial status, pregnancy, veteran status, religious belief or non-belief, age, or disability or any other legally protected class under federal or NC State law. EEO practices and employment decisions regarding recruitment, hiring, assignment, promotion and compensation shall not be based on any of these protected classes. In addition, the County expressly prohibits any form of workplace harassment or discrimination.

Requirements

Minimum Education, Training and/or Experience (required at time of hire): High school diploma or GED.

Additional Training and Experience: At least 18 years of age.

Physical Requirements: The work is primarily sedentary work requiring exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently. Additionally, the following physical abilities are required: feeling, grasping, handling, hearing, mental acuity, reaching, speaking, standing, talking, visual acuity, and walking.

During a State of Emergency, and at the discretion of the County Manager, county employees may be called in for service.  This includes both essential and non-essential personnel.

The above statements are intended to describe the general nature and level of the work being performed by an employee assigned to this work.  This is not an exhaustive list of all duties and responsibilities, and the County reserves the right to amend or change responsibilities to meet business and organizational needs as necessary. This job description does not create a contract of employment.