Description

Buncombe County's Public Safety Communications Center is the central answering point for public safety agencies within our County. We are hiring a Telecommunicator Supervisor to lead a team that plays a vital role in protecting our community. Our center is the critical link between the public and emergency responders, operating with professionalism, compassion, and precision. As a Telecommunicator Supervisor, you’ll guide a skilled team of telecommunicators who handle 911 calls and dispatch lifesaving services. You’ll provide leadership, coaching, and support to ensure consistent, highquality service delivery. This role is ideal for someone with 3+ years Telecommunicator experience who thrives in fastpaced environments and is committed to public safety. Our supervisors help shape team culture, encourage continuous improvement, and uphold performance standards. This supervisor will work closely with our agency partners to maintain smooth and efficient operations. Joining Buncombe County Public Safety Communications means making a meaningful impact every single day. If you’re ready to lead with purpose and help support the safety of our community, we want you to apply.
 

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 to perform administrative and supervisory duties in overseeing 911 telecommunications operations. The role supports the Operations Manager in implementing high-performance strategies to achieve departmental priorities, goals, and objectives.

Essential Functions of the position:

• Oversee squad daily operations, monitoring calls and providing technical guidance.
• Oversee compliance with divisional policies, procedures, and protocols.
• Perform quality control by listening and evaluating 911 calls and radio transmissions for compliance, to include coaching & feedback to employees.
• Maintain schedules to ensure adequate staffing levels.
• Ensure all equipment is working properly, report any deficiencies, and serve as liaison for repair work.
• Investigate initial citizen complaints on members of the assigned squad.
• Serve as a Division of Criminal Information Assistant Terminal Agency Coordinator (ATAC).
• Coordinate with pre-trial services to monitor and track pre-trial release participants and violators.
• Receive 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.
• Prioritize and dispatch calls for service for both emergency service disciplines (EMS/Fire and Law).
• Maintain accurate and timely records.
• Administer or make recommendations for routine personnel matters affecting subordinates.
• Perform other related duties as assigned.
   

Knowledge, Skills, Abilities:

• Knowledge of Federal Communications Commission rules and regulations concerning radio communications.
• Thorough knowledge of state and federal laws concerning use of criminal records.
• Thorough knowledge of departmental policies and procedures.
• Knowledge of the operation of a wide variety of communications equipment.
• Knowledge of the locations and capabilities of available fire, rescue, emergency medical units, and law enforcement units.
• Knowledge of the geographical layout of the County as to location of streets, important buildings, and other landmarks.
• Knowledge of the principles and techniques of supervision; Ability to supervise and coordinate the work of subordinates in a 24X7 operation.
• Ability to select appropriate emergency and non-emergency units to respond to situations in given areas of the county.
• Ability to communicate effectively with the public, maintain professional demeanor, and patiently give instructions.
• Ability to elicit information from callers and officers, including properly and quickly document information and actions.
• Ability to prioritize calls and requests.
• Ability to use a variety of computer and communications systems.
• Ability to make quick decisions based on information from callers and law enforcement officers.
• Ability to solicit information from and relay information to callers and law enforcement officers.
   

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, supplemented by vocational or technical training in a related field and a minimum of two (2) years as a Public Safety Communications Telecommunicator III (CTO) with Buncombe County; OR a minimum of three (3) years of 911 telecommunicator experience that includes dispatching for  Law Enforcement and/or EMS/Fire; OR at least two (2) year of EMT/Paramedic, Firefighter, and/or Police Officer experience preferred; OR any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Additional Training and Experience: APCO Communications Center Supervisor (CCS) Certification must be obtained within six (6) months of hire.

License or Certification Required by Statute or Regulation: Employees in this classification must also maintain all related certifications for all below listed telecommunicator position classifications.

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.