Job Description

Nature and Variety of Work

ONLY ON-LINE APPLICATIONS WILL BE ACCEPTED.

Bi-Lingual applicants are encouraged to apply.

The Prince George\'s County, Office of Homeland Security (OHS) is seeking to establish a register of eligible candidates to fill current and future Public Safety Emergency Call Taker I/II Grade P14/15 positions in the Public Safety Communications (PSC) Division.

This is entry-level to full-performance technician work responsible for developing proficient emergency call-taker skills involved in the operation of the Computer Aided Dispatch (CAD) system and related equipment at a public safety dispatch center. The Public Safety Emergency Call Taker\'s duties focus on collecting, organizing, and broadcasting emergency caller information to the 9-1-1 dispatchers.

Call Taker incumbents to receive incoming calls via the 9-1-1 system\'s emergency or non-emergency lines, enter and transmit appropriate emergency information and codes into the CAD, and simultaneously provide pre-arrival and post-dispatch instructions to distressed or irate callers while recording data in the CAD system. Incumbents in this class are responsible for becoming familiar with emergency and dispatch protocols to effectuate Call Taker response and transmission of emergency requests in a safe, reproducible, and non-arbitrary manner. Incumbents in this class are expected to exhibit highly skilled listening ability in order to quickly and accurately ascertain from emotional, distraught individuals, the nature of assistance required along with the ability to accurately and quickly type/enter the information in the CAD system.

Work is performed under direct supervision of a Public Safety Emergency Call Taker III or other designated supervisor and evaluated in terms of reliable adherence to established general orders policies, protocols and guidelines. Public Safety Emergency Call Taker I work is performed indoors and includes long periods in a seated position inside a secured, windowless office environment with a specialized low-light system. There is limited opportunity for physical movement; rest and meal periods are dependent on workload.

To perform the essential functions of the job, incumbents must be able to perform the following; reaching, fingering, grasping, hearing/listening, seeing/observing, and repetitive motions. Vision abilities required for this job include close vision and the ability to adjust focus; have the ability to see, with or without corrective lenses, and well enough to read standard text and text displayed on a video display terminal. Work may require constant focus on a computer screen for two or more hours at a time.

Position requires typing skills and constant precise control of fingers and hand movements. The incumbent may be required to push, pull, lift, and/or occasionally carry up to 20 pounds; have the ability to hear with or without a headset-compatible hearing aid; and speak well enough to converse on the telephone and radio headset; have enough manual dexterity to write and type at a terminal keyboard. Public Safety Emergency Call Taker I incumbents must have the tolerance to work under pressure. Incumbents are considered \'Essential\' employees and are required to work during emergency situations, including inclement weather and man-made disasters.

Incumbents may be required to work rotating shifts which include days, nights, holidays, weekends, or previously scheduled leave. In emergency circumstances, incumbents must be able to report to an alternative 9-1-1 center.

Examples of Work

The incumbent exercises the full range of Public Safety Emergency Call Taker I job duties and responsibilities for processing all 9-1-1 emergency and non-emergency situations;

• Operates a work station comprised of multiple computer systems including Automatic Call Distribution (ACD) 9-1-1 emergency and non-emergency telephone system, geographical mapping tools (GIS and aerial photography), Computer Aided Dispatch, and other repositories for critical information to answer, triage and process incoming emergency and non-emergency calls of service;
• Initiates calls for service, utilizing appropriate protocols, provides pre-arrival instructions including CPR instructions, when appropriate;
• Receives incoming requests for emergency and non-emergency assistance, determines the type of service(s) required and initiates calls for service in accordance with emergency dispatch protocols and Public Safety Communication (PSC), Police, Sheriff\'s, Fire/EMS and other public safety agencies\' policies;
• Receives calls via the radio, 9-1-1 system or telephone while using an issued headset or other computer-based communication equipment and processes/records pertinent information according to agency procedures and protocol;
• Makes computer inquiries and be able to interpret the information that is received from the various agencies via the computer;
• Operates the various technical systems and equipment necessary to obtain and properly process 9-1-1 calls for service. This includes the deaf teletype system, 9-1-1 system, text to 9-1-1 computer function, language line, mapping programs, and the Computer Aided Dispatch system;
• Provides emergency pre-arrival and post-arrival instructions to the caller to mitigate or lessen the impact of their emergency prior to arrival of public safety responders;
• Gathers, classifies, and supplements pertinent information obtained from caller(s) and enters it into the CAD system, consistent with appropriate protocols;
• Utilizes life support protocols, as authorized under the Maryland Emergency Medical Dispatch license/certification to provide appropriate instructions to caller;
• Establishes communications with hearing impaired callers through the Maryland Relay 7-1-1 telephone system;
• Identifies non-English speaking callers and utilizes the language translation service as necessary to complete call processing;
• Utilizes the NCIC, METERS and other related computer data bases to obtain information on criminal history, arrest warrants, missing persons, driver history, stolen property, stolen vehicles, securities and boats, vehicles, firearms, etc.;
• Identifies when it is appropriate to refer callers to other County, State, or Federal agencies or outside jurisdictions and maintains/prepares various logs and records pertinent to operations.

Qualifications

High school diploma or GED; plus one (1) year practical work experience to include one (1) year experience demonstrating the use of Windows-based computer programs. Candidates must pass an entrance examination, keyboarding proficiency test; and, background investigation to include a medical examination and psychological screening.

Additional Information

Please note - using a mobile device, such as a cellular phone, to complete this application is NOT recommended. You are highly encouraged to use a desktop or laptop computer so that you can carefully and thoroughly read and understand all aspects of applying for this position.

All male U.S. citizens, and male aliens living in the U.S., who are 18 and over are required to register with Selective Service. Please go to the website to register or verify your registration.

EACH APPLICANT MUST INCLUDE INFORMATION WHICH CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION.

All notifications for this position will be made via email, therefore each applicant must update their online profile with any changes to personal information, and must continually monitor the email account provided.

CONDITIONS OF EMPLOYMENT

Selected candidates must have satisfactorily completed the following training, as well as, obtain and maintain the following certifications:

• Must be able to work ten (10) or twelve (12) hour rotating shifts;
• Must satisfactorily complete all components of the Academic (Phase 1) training program by achieving a minimum score of 80% on all quizzes, examinations and practical evaluations;
• Must complete the IAED (International Academy of Emergency Dispatch) Emergency Telecommunicator Course (ETC) and obtain ETC certification by achieving a minimum score of 80% on all course examinations;
• Must complete the IAED - EMD (Emergency Medical Dispatch) course and obtain EMD certification by achieving a minimum score of 80% on all course examinations;
• Must complete the IAED - EFD (Emergency Fire Dispatch) course and obtain EFD certification by achieving a minimum score of 80% on all course examinations;
• Must complete the IAED - EPD (Emergency Police Dispatch) course and obtain EPD certification by achieving a minimum score of 80% on all course examinations;
• Must complete the Maryland State National Crime Information Center (NCIC) CN2 training course. Must obtain NCIC - CN2 certification by achieving a minimum passing score on all course examinations;
• Must complete the CPR/BLS (Cardiopulmonary Resuscitation/Basic Life Support) course for Health Care Providers and obtain CPR certification by achieving a minimum score of 80% on all course examinations;
• PSC employees are considered ESSENTIAL and are required to work during emergency situations, including inclement weather, natural and man-made disasters, etc.; and
• Must successfully pass a background investigation conducted by Prince George\'s County, Office of Human Resources Management, Public Safety Investigations Division.
• Must have the ability (driver\'s license, vehicle, or other reliable transportation) to report to the primary center in Bowie, Maryland or the backup center in Landover, Maryland at the prescribed reporting times or when directed to do so.

Applicants who meet the education, experience and standards assessment will receive instructions on scheduling and participating in the mandatory Computerized Pre-Employment Examination.

DURATION OF ELIGIBILITY

Eligible applicants will be selected from a continuous register.

ELIGIBILITY TO WORK

Under the Immigration Reform and Control Act of 1986, an employer is required to hire only U.S. citizens and lawfully authorized alien workers. Applicants who are selected for employment will be required to show and verify authorization to work in the United States.

SELECTION PROCESS

Qualifications Review and Standards Assessment

Computerized Pre-Employment Examination

Preliminary Screening

Targeted Selection Interview

Background Investigation

Psychological Screening

Medical Examination & Drug Screening

Final Offer of Employment

Successfully Complete Public Safety Communications Training Session

Reasons for disqualification may include (but are not limited to) the following: previous disqualification; deception; poor work history; suspended license; poor credit history; history or pattern of crimes both reported and not reported; felony/ misdemeanor conviction; illegal drug usage, possession, distribution, sale or purchase; falsification of application or other documents; failure to present a professional appearance; inability to competitively complete any of the component parts of the selection process; and/or any other disqualifying factors as determined by the Office of Human Resources Management, the Office of Homeland Security, Public Safety Investigations Division and/or Public Safety Communications Division of the Office of Homeland Security. For more information you may email

Applicants requiring a reasonable accommodation during the application and hiring process can click for specific instructions.

CLOSING DATE: Applications must be submitted by 5:00 p.m., Eastern Standard Time (EST) on June 30, 2024.

Prince George\'s County Government is an Equal Opportunity/Affirmative Action Employer Committed to Diversity in the Workplace

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