Emergency Communications Dispatcher - #124219

Position Summary

The primary location of this position is on the main Cullowhee, NC campus.

The WCU Police Department serves the Western Carolina University community and associated public safety agencies 24/7/365.

Emergency Communications Dispatchers s provide emergency and non-emergency communications and dispatch services for the WCU Police Department, WCU EMS, WCU Emergency Management, Counseling and Psychological Services, Parking Services, Cat Tran (transportation), and other university departments.

Under the Direction of the Chief of Police, Emergency Communications Dispatchers perform various duties following established guidelines that promote the safety and well-being of the campus community.

Primary responsibilities include:

Receiving and dispatching emergency and non-emergency calls via a multi-line phone system and the university’s two-way radio system;

Ascertaining the nature of calls and deploying the appropriate emergency and non-emergency personnel and equipment; providing direction and guidance to callers reporting police, fire or medical emergencies, and other incidents;

Exercise independent judgment, within department and university protocols, when handling routine or emergency calls;

Referring actions requiring deviation from departmental policy to the Director of Emergency Services;

Reporting public safety technology issues or failures to the Public Safety Telecommunications Manager;

Accessing and obtaining information from confidential and sensitive university and criminal justice records and systems, per departmental and university protocols, to assist public safety

Maintaining a high level of confidentiality for all business conducted and information obtained in the Emergency Communications Center.

Emergency Communications Dispatchers must keep/follow guidelines, rules, and federal laws pertaining to access and dissemination of information (, FERPA, HIPPA, DCI/NCIC, and university personnel and student information records);

Possessing excellent communication and customer service skills are employed when interacting with students, staff, faculty, the public, and officials from external agencies.

Emergency Communications Dispatchers must use good judgment, maintain confidentiality, use problem-solving skills, and can make quick decisions related to public safety calls and the dispatching of emergency resources;

Must be comfortable in a highly technical environment and be, or become proficient in, the systems and software used in the Emergency Communications Center.

These systems include a multi-line telephone system, a multi-channel two-way radio system/console, the Division of Criminal Information System of North Carolina (DCI)/National Crime Information Center Computer terminal (NCIC), ProQA Emergency Medical Dispatch software, and a multi-line telephone system;

Monitoring, responding, initiating, and programming computer-based radio, security, voice recording, emergency notification, weather, and camera surveillance systems.

Emergency Communications Dispatchers monitor fire, intrusion, panic/duress, and maintenance alarms, and dispatch appropriate resources to respond to the alarms.

Must be eligible to work in the United States without sponsorship.

Knowledge, Skills, & Abilities Required for this Position

Knowledge of Western Carolina University campus and local community,

General knowledge of two-way radio systems and 911 call processing procedures including emergency communication operations,

General skills in operating computer systems, particularly working with multiple computer systems and databases simultaneously,

The ability to operate a multi-line telephone system effectively,

The ability to multi-task in a sometimes highly stressful environment,

The ability to react calmly, quickly, and decisively in emergency situations,

The ability to provide excellent customer service, including effectively communicating clearly, concisely, professionally in a high-stress environment,

The ability to work effectively both individually, as well as on a team,

The ability to be able to operate effectively under high-stress, emergency situations,

The ability to read and comprehend manuals, directives, instruction sheets, general orders, and other documents of direction or instruction,

The ability to work in a diverse environment with a demonstrated history of sensitivity to the needs of the community the position serves,

The ability to communicate effectively accurately verbally and in writing,

The ability to perform additional job-related tasks, upon request by the Director of Emergency Services,

The ability to work shift work and holidays, as the Emergency Communications Center – operations are 24/7/365,

The availability to work special events on a rotational basis, which may require work outside of normal shift hours.

Minimum Qualifications

High School diploma or equivalency and demonstrated possession of the competencies necessary to perform the work.

Requires certification as a Division of Criminal Information computer operator or the ability to achieve certification within 45 days of employment.

Some positions may require Basic Telecommunicator Certification in accordance with the provisions of the North Carolina Criminal Justice Training and Standards Commission or the ability to achieve certification within one year of employment.