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911 Business Services Analyst, Associate - Operations Coordinator

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911 Business Services Analyst, Associate - Operations Coordinator

Salary

$63,242.00 - $98,103.00 Annually

Location

Durham, NC

Job Type

Full time with benefits

Remote Employment

Flexible/Hybrid

Job Number

25-05499

Department

Emergency Communications (911)

Opening Date

07/01/2025

Closing Date

7/23/2025 11:59 PM Eastern

+ Description

+ Benefits

+ Questions

Position Description

Work, Serve, Thrive. With the City of Durham

Advance in your career while making a real difference in the community you serve.

Hiring Range: $63,242 - $76,874

Hours: Evenings, Nights, and Some Weekends

The Durham Emergency Communications Center (http://durhamnc.gov/435/Emergency-Communications) works to provide City and County residents the fastest, most-efficient emergency call response possible while ensuring the safety of our police, fire and emergency medical services responders. Our state-of-the art center was the first, and currently one of only three, in the nation to hold both emergency medical dispatch accreditation from the Commission for Accreditation of Law Enforcement Agencies and Project 33 agency training program certification from APCO International. We’re constantly finding ways to improve the quality of assistance we provide to the community, knowing service is our one and only product. If innovating and serving in a fast-paced environment are for you, bring your talent and skills to Durham!

The Emergency Communications Operations Coordinator provides analytical, administrative, and technical support for 911 operations and systems readiness. This position is responsible for managing complex systems operations, coordinating scheduling and certification tracking, conducting investigations, managing statistical reporting, and supporting readiness across multiple platforms, including CAD, telephony, and radio systems.

The role combines operational oversight with systems coordination and personnel management responsibilities, ensuring seamless day-to-day execution of emergency communications services. The position also acts as a backup to both the Operations Administrator and the Sr. Business Systems Analyst to maintain full operational coverage and continuity.

Duties/Responsibilities

+ Operational Systems and Technical Support

+ Maintain and monitor CAD system administration, MSAG updates, NICE recording system maintenance, and 911 telephony support.

+ Coordinate system maintenance schedules with vendors (e.g., Central Square, Intrado, AT&T/NMAC).

+ Track and resolve technical issues, building service alerts, and emergency outages to maintain operational continuity.

+ Personnel Management & Scheduling

+ Develop and manage schedules for full-time and part-time operations personnel, ensuring minimum staffing levels are met as assigned.

+ Manage leave approvals, overtime distribution, and adherence to department scheduling policies using Schedule Express as assigned.

+ Oversee and coach part-time Emergency Communications staff and track onboarding, training, and compliance assigned.

+ Investigations & Quality Assurance

+ Conduct internal investigations into call handling or operations issues assigned.

+ Document findings, compile evidence, and support recommendations for improvement.

+ Support compliance with internal standards and participate in personnel reviews as needed.

+ Performance Metrics & Reporting

+ Create and deliver regular statistical reports on operational performance (call volume, dispatch time, etc.).

+ Analyze trends to identify gaps, recommend solutions, and support data-driven decision making.

Minimum Qualifications & Experience

+ Associate’s degree or equivalent experience in business administration or field related to assignment

+ Three years of experience as a 911/Emergency Communications Telecommunicator

+ CPR (American Heart Association - ( n ot required at time of hire but must be obtained within six (6) months of hire)

+ Security Awareness ( n ot required at time of hire but must be obtained within 30 days of hire)

+ DCI Certification – Module 1( n ot required at time of hire but must be obtained within six (6) months of hire)

+ EMD, EPD, EFD, and Dispatch -Fire/EMS and Police ( n ot required at time of hire but must be obtained within one (1) year of hire).

+ Terminal Agency Coordinator (TAC) ( n ot required at time of hire but must be obtained within one (1) year of hire)

Additional Preferred Skills

+ One year Master/Senior level Telecommunicator or greater.

+ Experience with public safety computer-aided-dispatch (CAD) system, scheduling software, PowerDMS, Crystal reports, Microsoft SQL server, and data reporting platforms

+ Proficiency in statistical reporting, analysis, and emergency communications systems configuration

+ Ability to lead teams in a high-pressure environment

Benefits – General Full-Time Employees

+ 12-13 paid holidays per year

+ 13 standard work days of vacation per year

+ 13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement

+ 2 weeks paid military leave per year

+ Medical, dental, vision, and supplemental life insurance plans

+ State and City retirement plans

+ Short and long term disability plans

+ Paid temporary disability leave for specified conditions

+ City contribution of 13.6% into the N.C. State Retirement System

+ Paid funeral leave

+ Employee Assistance Program - personal and family counseling

+ Paid life insurance equal to annual salary

+ 48 hours for volunteer work each year*

+ 4 hours parental leave each year

+ Workman's Compensation Insurance

+ 457 Deferred Compensation Plans

Benefits - Part-Time (1,000 hours or more per year)

+ 401(k) retirement plan (5.0% of salary)

+ State retirement plan

Benefits Part-Time (Average 30 hours per week over 12 month period)

+ 401(k) retirement plan (5.0% of salary)

+ State retirement plan effective first day of the month following date of hire

+ Health insurance effective first day of the month following date of hire

+ Dental and life insurance, after one year of service

+ Pro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service

01

Where did you first hear about this opportunity?

+ City of Durham Website

+ Walk in

+ Job fair

+ Employee referral

+ Professional organization ***Please list the organization in "other" box below***

+ Internet posting ***Please list the specific web site in the "other" box below***

+ Craig's List

+ Facebook

+ LinkedIn

+ GlassDoor

+ governmentjobs.com

+ Monster.com

+ Indeed.com

+ Employment Security Commission

+ Magazine/Newspaper

+ Other

02

If you listed "other" above please give specific web site, organization, or publication.

03

Please select your highest level of COMPLETED education.

+ Less than a High School Diploma or Equivalent (GED, HiSET, TASC)

+ High School Diploma or Equivalent (GED, HiSET, TASC)

+ Associates Degree

+ Bachelor's Degree

+ Master's Degree

+ Doctoral Degree (PhD, Juris Doctorate)

04

How many years of experience as a 911/Emergency Communications Telecommunicator do you have?

+ No related experience

+ Less than 1 year of related experience

+ 1 year but less than 3 years of related experience

+ 3 years but less than 7 years of related experience

+ 7 or more years of related experience

05

How many years of related experience do you have in a Master/Senior level Telecommunicator role do you have?

+ No related experience

+ Less than 1 year of related experience

+ 1 year but less than 2 years of related experience

+ 2 years but less than 6 years of related experience

+ 6 or more years of related experience

06

How would you rate your experience level with public safety computer-aided-dispatch (CAD) system, scheduling software, PowerDMS, Crystal reports, Microsoft SQL server, and data reporting platforms?

+ No experience

+ Beginner level

+ Intermediate level

+ Advanced level

+ Expert level

07

How would you rate your experience level with statistical reporting, analysis, and emergency communications systems configuration?

+ No experience

+ Beginner level

+ Intermediate level

+ Advanced level

+ Expert level

08

How would you rate your ability to lead teams in a high-pressure environment?

+ No experience

+ Beginner level

+ Intermediate level

+ Advanced level

+ Expert level

09

Do you have a CPR (American Heart Association? Or, if you do not have one NOW, are you willing and able to obtain one within six (6) months of the start date?

+ Yes, I have one, OR I am willing and able to obtain one within 6 months of my start date.

+ No, I do not have, and I am not willing or able to obtain one within 6 months of my start date

10

Do you have a Security Awareness certification? Or, if you do not have one NOW are you willing and able to obtain one within 30 days of the start date?

+ Yes, I have one, OR I am willing and able to obtain one within 30 days of my start date

+ No, I do not have, and I am NOT willing or able to obtain one within 30 days of my start date

11

Do you have an EMD, EPD, EFD, and Dispatch -Fire/EMS and Police? Or, if you do not have one NOW are you willing and able to obtain them within one (1) year of the start date?

+ Yes, I have them, OR I am willing and able to obtain these within 1 year of my start date

+ No, I do not have, and I am NOT willing or able to obtain them within 1 year of my start date

12

Do you have a DCI Certification – Module 1? OR, if you do not have one NOW, are you willing and able to obtain one within six (6) months of the start date.

+ Yes, I have one, OR I am willing and able to obtain one within 6 months of my start date

+ No, I do not have, and I am NOT willing or able to obtain one within 6 months of my start date

13

Do you have a Terminal Agency Coordinator (TAC) certification? Or, if you do not have one NOW are you willing and able to obtain one within one (1) year of hire?

+ Yes, I have one, OR I am willing and able to obtain one within 1 year of the start date

+ No, I do not have, and I am NOT willing or able to obtain one within 1 year of the start date

Required Question