Answers all enhanced 9-1-1 incoming telephone calls, recording necessary information by operating an alphabetical/numerical computer keyboard device; Answers non-emergency calls gives general information, receives messages, and refers callers to the proper agencies; Checks the accuracy of information recorded by use of a (Computer Aided Dispatch) CAD display screen; Verifies location of emergencies using available resources such as maps, geographic information systems, and telephone databases; Inputs emergency calls for dispatch to the appropriate responders; Assigns the proper codes to incidents; Participates in training sessions and critiques to include case review; Communicates with patients, family members and third-party callers to ensure that all patient needs are addressed in an efficient and caring manner; Communicates with victims and witnesses of crimes to ascertain all pertinent information to ensure the safety of first responders; Completes appropriate re-certifications, continuing education programs and examinations necessary to maintain required certification; 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; Operates a personal computer and other related equipment in the course of the work. REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: Good knowledge of the operations of the emergency and non-emergency telephone answering services; good knowledge of the geography, streets, roads and highway system of New Castle County; ability to multi-task and to perform efficiently under stress with accuracy; ability to type at a minimum of 30 words per minute; ability to operate a computer-aided dispatch system; ability to answer calls and questions with a clear, well-modulated voice in a calm and efficient manner; ability to communicate courteously and effectively, both verbally and in writing.