Usher/Ticket Taker jobs in Raleigh, NC

911 Call Taker Grade: 63 $33,748-$61,505

WAYNE COUNTY JOB DESCRIPTION for
911 – OES DEPARTMENT

GENERAL WORK FUNCTIONS

Under close supervision, performs specialized communications work for the Emergency Services
Department, serving as call taker on an assigned shift. Work involves receiving all incoming calls to
include emergency and non-emergency calls and operating a computer terminal connected to a variety of
local, regional and/or state emergency response databases to also include CAD (Computer aided
Dispatch). Reports to the Emergency Services Coordinator.

SPECIFIC DUTIES AND RESPONSIBILITIES

Operates emergency communication systems to receive and transmit messages for a variety of
County departments and agencies; receives complaints and requests for services by telephone;
obtains necessary information and dispatches necessary officials and/or advises callers of proper
contact for assistance or information.

Answer incoming 9-1-1 calls (90% within 10 seconds, 95% within 20 seconds), collect important
information from the caller, enter the required information into the Computer Aided Dispatch
(CAD) System, and route the call to the appropriate telecommunicator or other service agency for
action.

Answer incoming non-emergency calls, determine the caller’s needs, and route the call to the
appropriate telecommunicator or other service agency for action.

When appropriate, provide Emergency Medical Dispatch services to callers with a medical
emergency, and maintain the EMD certification.

Monitors and operates Telephonic Device for the Deaf to communicate with hearing-impaired
callers.

Informs emergency response personnel, Department of Transportation, local hospitals, rest homes
and County departments of severe weather warnings provided by National Weather Service and
other agencies.

Utilizes computerized data entry equipment and various word processing, spreadsheet and/or file
maintenance programs to enter, store and/or retrieve information as requested or otherwise
necessary; summarizes data in preparation of standardized reports.

Maintains a computer log of all complaints and services requested; maintains knowledge of
location and activities of various emergency response personnel; prepares activity reports.

Receives and processes calls for residential and commercial fire, burglar, and medical alarms to
law enforcement officials, firefighters, and EMS to include 1st Responders per Sop's; notifies key
holders of activation of alarms.

Works rotating day/night shifts and requires on-call status to work additional shifts as needed
during disasters.

Maintains a working knowledge of all Center equipment and applications.

KNOWLEDGE, SKILLS AND ABILITIES

General knowledge of the operation of two-way radio equipment and related Federal
Communication Commission regulations.

Working knowledge of the geographical layout of the county and state including political
subdivisions, location of streets, important buildings and other landmarks.

911 Call Taker Grade: 63 $33,748-$61,505

Working knowledge of surrounding counties including road names/numbers and the ability to
transfer cellular calls to the proper PSAP.

Some knowledge of the operation and location of law enforcement and emergency service units.
Skill in the operation of emergency communication equipment and computer systems and

databases utilized by the Department.
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 politely.
Ability to deal tactfully and courteously with the public.
Ability to maintain effective files, records and reports.
Ability to establish and maintain effective working relationships as necessitated by work

assignments.
Ability to give accurate directions to outside agencies for areas in our county.
Ability to perform multitasks such as monitoring several fire ground/EMS operations and

answering 911 phone lines simultaneously.

ADDITIONAL JOB FUNCTIONS

Communications Center serves as the primary answering point for all Sheriff's Office
administrative calls, Fire Department Administrative calls, and all other County department calls
after 5:00pm, weekends, and holidays.

Performs routine maintenance of office equipment and work area; ensures operational readiness
of office equipment.

Answers the National Warning System telephone line.
Receives and relays messages to a variety of County personnel.
Assists in development of standard call taking procedures.
Maintains and updates MSAG for E-911.
Maintains list of names and telephone numbers of essential County personnel.
Updates maps and road name listings.
Maintains departmental inventories of available resources.
Logs use of Wayne County Fire Training Grounds.
Monitors and responds to Generator alarms per SOP's.
Monitors and responds to the AT&T Intrado E-911 System.
Maintains and monitors the County alarm system and notify emergency personnel and Building

and Grounds personnel of activation.

Completes all 911 Inquiry forms to correct incomplete or incorrect ALI information.
Assists in training of new or part-time telecommunicators.
Maintains, updates, and obtains warrant information as needed by county and municipal Law

Enforcement Officers through Pistol 2000 (CAD).

Notifies Department of Transportation and electrical companies of all power outages, traffic
signals, downed trees, etc.

Receives and processes calls for American Red Cross, Animal Control, Court Counselors,
Probation and Parole, and DSS Case Workers.

Performs other related work as required.

911 Call Taker Grade: 63 $33,748-$61,505

MINIMUM TRAINING AND EXPERIENCE

Graduation from high school or G.E.D. and some related experience or any equivalent
combination of training and experience which provides the required skills, knowledge and
abilities.

Demonstrate typing proficiency, reading comprehension, spelling, and multi-tasking by passing a
computer-based test.

Be able to speak clearly, and be courteous and empathetic.

SPECIAL REQUIREMENTS

Ability to be certified by the North Carolina State Bureau of Investigation’s Division of Criminal
Information in operation of the Division of Criminal Information Network. Ability to be certified
as a Basic Telecommunicator

Ability to be certified in cardiopulmonary resuscitation
Ability to be certified as an Emergency Medical Dispatcher.
Ability to complete an in-house training program and pass final exam.
Ability to recertify on required certifications.

MINIMUM STANDARDS REQUIRED
TO PERFORM ESSENTIAL JOB FUNCTIONS

Physical Requirements: Must be physically able to operate a variety of machinery and equipment
including computer terminals, radio panels with hand and foot pedals, copiers, Telephonic Devices for the
Deaf equipment, etc. Must be able to exert up to 10 pounds of force occasionally, and/or up to 5 pounds
of force frequently, and/or a negligible amount of force constantly to move objects. Physical demand
requirements are in excess of those for Sedentary Work. Light work usually requires walking or standing
to a significant degree. However, if the use of arm and/or leg controls requires exertion of forces greater
than that for Sedentary Work and the worker sits most of the time, the job is rated for light work.
Data Conception: Requires the ability to compare and/or judge the readily observable, functional,
structural or composite characteristics (whether similar or divergent from obvious standards) of data,
people or things.
Interpersonal Communications: Requires the ability to speak and/or signaling people to convey or
exchange information. Includes receiving instructions, assignments or directions from superiors.
Language Ability: Requires the ability to read a variety of reports, correspondence, logs, operational
manuals, etc.. Requires the ability to prepare a variety of correspondences, reports, forms, logs, charts,
etc., using prescribed formats. Requires the ability to speak before groups of people with poise, voice
control and confidence.
Intelligence: Requires the ability to apply rational systems to solve practical problems and deal with a
variety of concrete variables in situations where only limited standardization exists; to interpret a variety
of instructions furnished in written, oral, diagrammatic, or schedule form.
Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to follow
oral and written instructions. Must be able to communicate effectively and efficiently in a variety of
technical or professional languages including medical technology and emergency response codes.
Numerical Aptitude: Requires the ability to utilize mathematical formulas. Must be able to add and
subtract; multiply and divide; calculate decimals and percentages; and interpret graphs.

911 Call Taker Grade: 63 $33,748-$61,505

Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width and shape.
Motor Coordination: Requires the ability to coordinate hands and eyes rapidly and accurately in using
office and telecommunications equipment.
Manual Dexterity: Requires the ability to handle a variety of items, control knobs, switches, etc. Must
have minimal levels of eye/hand/foot coordination.
Color Discrimination: Requires the ability to differentiate between colors and shade of color.
Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving
instructions. Must be adaptable to perform under stress and when confronted with persons acting under
stress, and in emergency situations.
Physical Communication: Requires the ability to talk and hear: (Talking: expressing or exchanging
ideas by means of spoken words. Hearing: perceiving nature of sounds by ear.) Must be able to
communicate via telephone and two-way radio equipment.

I have read and understand the nature of this position and the required duties
described. I understand this is not an exhaustive list of duties that may be
asked of me in this position. I am capable and willing to perform these duties.

This position is designated safety-sensitive and is subject to random drug
screening.

Employee’s Signature: ____________________________________________
Date: __________________________