Salary: $22.69 - $36.96 HourlyLocation : New Castle, DEJob Type: Regular Full-timeJob Number: 00161Department: Public SafetyDivision: Emergency Call CenterOpening Date: 07/09/2025Closing Date: 7/23/2025 11:59 PM Eastern IMPORTANT INFORMATION In accordance with the Merit System Rules and Regulations, an eligible list, which will be valid for a one-year period, and which will be used to fill vacancies during that period, is being established for this classification. Applicants on the eligible list will be certified in accordance with the Merit System and appropriate union contracts. Candidates may submit online employment applications using the NEOGOV online application system available at EXAMINATION PROCESS: The examination process for this posting may include an evaluation of training and experience, a written examination, a computerized exam, an oral board interview examination, a performance examination or any combination of the above in order to qualify applicants for placement on the eligible list. The eligible list will be used to fill vacancies that occur within the next year. The appropriate number of names on the eligible list as prescribed by Merit System Section 26.03.505 will be certified to the hiring department for consideration to fill the vacant position(s). New employees are generally hired at the starting salary and may be eligible for merit increases each year upon receipt of a satisfactory performance evaluation, up to the maximum salary. New Castle County is an Equal Opportunity Employer JOB DESCRIPTION GENERAL STATEMENT OF DUTIES: An employee in this class receives, processes and prioritizes fire, rescue and medical emergency incident information and dispatches the appropriate services to respond to the incident in conjunction with the enhanced 9-1-1 telephone emergency answering service and computer-aided dispatch (CAD) system; does related work as required.DISTINGUISHING FEATURES OF THE CLASS: An employee in this class performs responsible work in the Fire/Emergency Medical Services Section of the Emergency Communications Division. The work involves receiving and processing emergency incident information, triaging the information, and assigning and coordinating the appropriate fire and ambulance stations and required equipment to respond to the incident. This employee utilizes a CAD system, an Automatic Vehicle Locater (AVL) Computer system, associated terminals, printers, various radio systems and other computerized information systems. The employee serves as liaison with fire companies, emergency medical services and other medical facilities. The employee must maintain proficiency standards and certifications for police, fire, and medical protocols, a basic telecommunicator course and other continuing education requirements. Work is performed under general supervision and in accordance with standard operating procedures.EXAMPLES OF WORK: (Illustrative only)Communicates with patients, family members and third-party callers to ensure that all patient needs are addressed in an efficient and caring manner;Receives, processes, and triages emergency incident information;Dispatches and coordinates the appropriate fire and ambulance stations and required equipment to respond to the incident;Maintains a constant update of all mobile units in service in the field including their status, location and conditions;Utilizes a variety of computer systems, printers, radios, and telephones to carry out the work;Works with the enhanced 9-1-1 system to research the origin of calls and initiate callback on disconnected calls;Coordinates, maintains, and disseminates a wide variety of logistical support information;Reviews operating procedures, reference materials, maps, directories, emergency and disaster plans, training information and other related information;Stays abreast of all procedures and protocols of individual fire companies and other related agencies;Provides information on special hazards to field units;Updates and maintains mercantile files, fire station apparatus files, premise history information, protocols, procedures, reference books, and other work-related information;Keeps records on incidents and statistics and prepares reports concerning the work;Notifies news media of mass emergency information such as sudden chemical releases and provides list of fire incidents for daily newspapers;Participates in ongoing training sessions and critiques to include case review;Completes appropriate re-certifications, continuing education programs and examinations necessary to maintain required certifications;Promotes an ongoing attitude of dedication to excellent public service and ensures that external and internal customers are provided with the highest quality of service;Makes appropriate notification for additional required resources;Operates a personal computer and other related equipment in the course of the workREQUIRED KNOWLEDGE, SKILLS AND ABILITIES: Good knowledge of the geography, streets, roads, and highway system of New Castle County; good knowledge of federal and state regulations governing radio transmissions; good knowledge of public safety services; ability to multi-task and perform efficiently under stress with accuracy; ability to rapidly detect the nature and magnitude of emergencies; ability to speak in a clear, well-modulated voice in a calm and efficient manner; ability to work with computer systems and related equipment; ability to understand and follow procedures and protocols of numerous fire and ambulance stations, other agencies; ability to develop effective working relationships with others; ability type at least thirty (30) words per minute.MINIMUM QUALIFICATIONS: At least one (1) year experience in typing or data entry and possession of High School Diploma or GED; or an equivalent combination of experience, education and training directly related to the knowledge, skills and abilities.PREFERRED QUALIFICATIONS: Two (2) years' experience as an Emergency Dispatcher, twenty-four (24) continuing education credits in a relevant course. For internal candidates: active participation in a departmental workgroup or project which shall be defined by the Chief of Emergency Communications or his/her designee, any record of discipline that resulted in a suspension during the twelve (12) months preceding the application for lateral transfer shall be reviewed to determine eligibility for lateral transfer and an overall performance rating of satisfactory or above in the year applying for the lateral transfer.ADDITIONAL REQUIREMENTS: Must successfully complete an approved training curriculum and maintain certifications in Police, Fire and Emergency Medical Protocols and a Basic Telecommunicator course. Must maintain continued favorable background throughout employment to maintain compliance with the rules and regulations to have access to Delaware Criminal Justice Information System - (DELJIS) and the National Crime Information Center (NCIC). Must maintain the ability to work shiftwork on a rotational basis as outlined in the Collective Bargaining Agreement (CBA), subject to change with future negotiations. Must also pass a Class III County physical and psychological examination, and background check. CONTACT INFORMATION Meaghan McPhersonHuman Resources TechnicianMeaghan.McPherson@newcastlede.govHealth Insurance: Starts the first of the month following a 60-day waiting period from the date of hire. Charges for coverage vary depending on type and level of coverage chosen. The following plans are currently available through Highmark (Comprehensive 80% Plan; a PPO (Preferred Provider Organization) and an EPO (Exclusive Provider Organization) and Aetna (Open Access HMO.) Deductibles and co-pays may also apply. Dental Insurance: Starts the first of the month following a 60-day waiting period from date of hire. Currently, there are two PPO options and an HMO option. Charges vary depending on type and level of coverage chosen. Sick Leave: Accumulates at the rate of one day for each completed month of service, beginning after the first full month of employment. Vacation: Vests on December 31 of the calendar year preceding the vacation year. Vested vacation is to be used in the 12 months following the vesting date. Employees are entitled to vacation as follows: Less than 12 months service1 day for each completed month of service to a maximum of 10 days 1 - 4 years of service10 days of vacation 5 - 9 years of service15 days of vacation 10 - 14 years of service20 days of vacation 15 years of service25 days of vacation 15+ years of service25+ days of vacation (an additional day for each successive year of service)Holidays: 13-1/2 paid holidays per year (1/2 day on Christmas Eve). Life Insurance: Provided by the County in the amount of one and one-half times your salary. Minimum benefit$50,000; Maximum benefit$200,000. Pension: Employee contributory amount of three percent of base salary to defined benefit plan. County will make a non-elective contribution of one percent of base salary to defined contribution account. In addition, the County will also make an annual matching contribution of one hundred percent of employee's contribution, up to a maximum of two percent to defined contribution account. 10-year vesting. Deferred Compensation Plan:Optional employee contributory plan available. Additional Benefits: Salary increases each year dependent upon appropriate negotiated increase and/or merit increases; Credit Union, Blood Bank, Sick Leave Bank (after two years of service), Fitness Center, and an Employee Assistance Program are all benefits available to employees at no cost. Supplemental Benefits: Flexible Spending Accounts (medical reimbursement and dependent care), additional life insurance, vision, group accident, group hospital indemnity, group disability, and critical care insurance are also available at an additional cost to the employee. Union Affiliation: Some positions are affiliated with a local bargaining unit, and, therefore, will require a monthly dues deduction ranging from $23 to $46.65 per month. Special Note: The above benefits are subject to change. For detailed information on any of the above, contact the Office of Human Resources at (302) 395-5180.Revised: 12/15/1501 Do you currently possess at least one (1) year experience in typing or data entry? If yes, please describe. 02 Do you possess a High School diploma or GED? Yes No 03 Are you currently employed with New Castle County Government? Yes No Required Question