The lifeblood of the Holbrook Regional Emergency Communication Center is its team of telecommunicators, who are responsible for a variety of technical and dispatching work related to the answering of all emergency and non-emergency telephone calls and alarms in support of the Center’s operations.
Stephan Hookie | Director
shooke@ncrecc.com
Kenneth Terrill | Deputy Director
kterrill@ncrecc.com
Paul Bowler | Training / Supervisor
pbowler@ncrecc.com
Brian Kerins | Interoperability Coordinator / Lead
bkerins@ncrecc.com
Maggie Duggan | Administrative Assistant
mduggan@ncrecc.com
Katelyn Sylvia | Assistant Director
ksylvia@ncrecc.com
Kevin Austin | Operations Manager
kaustin@ncrecc.com
Jenna DeGrace | QA/QI Analyst / Supervisor
jdegrace@ncrecc.com
Joseph Gracia | IT Network Administrator
jgracia@ncrecc.comtor
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SUPERVISORS Chris King | Supervisor, Group A Daniel Hart | Supervisor, Group B / 911 Liaison Joseph Ecord | Acting Supervisor, Group C Dan Eshner | Acting Supervisor, Group D
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LEADS Kelly Donovan | Lead Telecommunicator, Group A William Tkaczuk | Lead Telecommunicator, Group A Madelyn Oteri | Lead Telecommunicator, Group B Delia Merrick | Lead Telecommunicator, Group B Kylee Smith | Lead Telecommunicator, Group B Jonathan Marx | Lead Telecommunicator, Group C Ashley Gardner | Lead Telecommunicator, Group D Phil Pattison | Lead Telecommunicator, Group D |
Job duties of telecommunicators include, but are not limited to:
- Receiving and recording telephone calls and requests for service or information, obtaining all necessary information from callers or walk-ins who are making complaints, reporting incidents or requesting service, and dispatching fire, rescue and emergency medical services to calls as required.
- Maintaining constant and diligent monitoring of all Center systems and immediately responding to all requests for assistance or service from field units.
- Operating the dispatch computer and maintaining an up-to-date log during the course of a shift.
- Monitoring all radio frequencies and equipment within the Center, and dispatching appropriate units for all alarms received by the department.
- Answering inquiries from and providing information to the public concerning such things as directions, special events, municipal services, etc., as well as directing the public to appropriate sources of information and appropriate personnel.
- Maintaining fire incident reporting of Computer Aided Dispatching systems, and providing assistance and guidance to the general public.
- Maintaining all certifications, licenses and professional associations in order to keep abreast of current dispatching trends and procedures.
- Maintaining all departmental logs and records related to dispatching for fire services.
Telecommunicators report to a team of four supervisors, who are responsible for Emergency Medical Dispatch (EMD) oversight and operational supervision duties in the Center. This includes supervising telecommunicators in the performance of call answering, dispatching and all other duties.
Supervisors also ensure compliance with the policies of Emergency Communications; ensure employees’ training is current; and oversee staff scheduling.
Supervisors are also responsible for dispatch, call-taking and other telecommunicator duties, as needed.