Dispatcher #2308-107010-01

The City of Charlotte is the largest municipality in North Carolina and the 15th largest city in the United States, with a total population of more than 897,000 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

• Assign and monitor operator routes through dispatch software
• Perform analysis of routes and on time performance
• Resolve external and internal customer complaints
• Promptly address any field problems such as accidents, breakdowns, safety concerns, and delays while maintaining a daily log of occurrences
• Investigate and complete accident/incident reports
• Ensure that staff follow all safety rules and regulations
• Interacts with and assists transit passengers through  CATS See Say app (ELERTS)
• Maintains confidentiality of all information in accordance with City of Charlotte records management guidelines
• Seeks opportunities to increase customer satisfaction and strengthen customer relationships
• As part of your responsibility to support the CATS Safety Culture, report safety concerns and issues through the various methods established by CATS as outlined in the ASP
• Performs other duties as assigned
• Probe callers to determine locations & nature of problems to determine type of response needed Receive & transfer incoming telephone or alarm system calls regarding emergency & non-emergency police / information / after-hours calls for departments within City
• Determine response requirements & relative priorities of situations / dispatch units in accordance with established procedures
• Record details of calls / dispatches / messages
• Retrieve information from teletype networks & computerized data systems regarding such things as wanted persons / stolen property / vehicle registration / stolen vehicles
• Maintain access & security of highly sensitive materials Scan status charts / computer screens / contact emergency response field units to determine emergency units available for dispatch
• Scan maps to determine whether a specific emergency is in the dispatch service area
• Periodic access to information relating to emergency calls such as personnel rosters & emergency call-out and pager files
• Learn material & pass required tests for certification Read & effectively interpret small-scale maps / information from a computer screen to determine locations / provide directions
• Refer calls not requiring dispatches to appropriate departments & agencies
• Perform other duties as assigned

• Knowledge of service area and ability to read a map.
• Ability to understand and interpret system operating rules, regulations, and policies.
• Possess strong analytical skills.
• Ability to listen to / understand information & ideas presented through spoken words / sentences.
• Ability to monitor multiple radio talk groups at one time.
• Ability to detect or tell differences between sounds varying in pitch & loudness.
• Ability to communicate information / ideas clearly in written & spoken language.
• Ability to remember information such as words / numbers / pictures / procedures.
• Ability to speak clearly and concisely to understand the views and concerns of others.
• Ability to use a VOIP phone system and two-way radio.
• Ability to make sound decisions.
• Must have excellent customer service skills and work well with others.

Physical Requirements:

• Remaining in a stationary position, often sitting, or standing for prolonged periods
• Occasional movement throughout the workday daily to interact with staff and accomplish tasks.
• Communicating both verbally and written in order to exchange information.
• Repeating motions of holding, grasping, turning, that may include the wrist, hands, and/or fingers.
• Light to moderate lifting and carrying.
• Lift up to 50 pounds
• Work primarily in office environment
• Ability to operate office equipment, such as computer, copier, fax machine, and phone.  

Sensory Requirements:

• Concentrated and attentive use of one or more senses (visual, audio, and other sensory modalities) for proof reading, data entry, tabulating data
• Ability to operate in an environment with frequent interruptions from people and or noises, which in return could result in some level of stress, fatigue, or strain.
• Comprehension of written information in work related documents
• Ability to hear, understand, and distinguish speech.

Two (2) years of relevant police communications dispatching experience, or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills and abilities to perform the essential job duties successfully. 

• High School Graduate or Equivalent
• Sheriffs’ Standards Telecommunicator Certification 

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer.

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.

The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.