Public Safety Communications Call Taker
Public Safety Communications Call Taker
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Job 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!
Were thrilled to share that we are hiring five dedicated individuals to join our upcoming training academy starting on 10/20/2025! For this academy we will be conducting interviews for both the Call Taker and Telecommunicator positions. While we encourage candidates with prior telecommunicator experience to apply we also welcome those with no previous experience for this Academy. Individuals offered a Telecommunicator (Dispatcher) position will receive additional comprehensive on-the-job training following the 16-week academy.
Training schedule vs. long-term 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. 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.
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.
Minimum Education Training and/or Experience (required at time of hire):
High school diploma or GED.
Additional Requirements:
At least 18 years of age.
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.
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 employees 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 addition the County expressly prohibits any form of workplace harassment or discrimination.
Employment Type
Full-Time
