Duty Officer

DecisionPoint | Cortek•Atlanta, DE

3d•Onsite

About The Position

DecisionPoint Corporation is seeking a Duty Officer to provide onsite support to a 24/7 Emergency Operations Center (EOC). The role triages and tracks emergency communications and requests, supports Incident Management Structure (IMS) responses, maintains shift-change reporting, assists with Continuity of Operations Plan (COOP) activities, and participates in emergency response drills and activations. The position is 100% in person; occasional telework may be allowed with approval from the technical monitor and COR. The Duty Officer receives, assesses, documents, and reports information according to established standard operating procedures and protocols. They manage incoming calls and communications, Requests for Information, Assistance, and Resources, help coordinate response support, maintain accurate incident and call records, and prepare reports and summaries. The role also supports staff training, stakeholder coordination, response documentation, shift briefings, and IMS task tracking and meeting management. During national or localized emergencies, the position may require extended hours.

Requirements

Ability to obtain a Public Trust clearance.
BA/BS in Public Health or a similar field with at least 2 years of experience, or equivalent of at least 5 years of work experience and experience in an Emergency Operations Center environment.
Advanced communication skills, including the ability to communicate needs effectively at briefings and communicate professionally by telephone and email with internal and external contacts.
Attention to detail, proofreading skills, and ability to identify gaps in existing resources.
Ability to multitask in emergency situations.
Ability to adapt and remain flexible with a strong sense of urgency.
Leadership skills and the ability to coach and train.
Problem-solving skills.
Customer service orientation.
Adaptability, teamwork, collaboration, and cultural competence.
Technical proficiency.

Responsibilities

Complete the comprehensive Duty Officer training program and provide support services for 24/7 EOC staff.
Receive, assess, and report information according to existing SOPs and protocols; receive and distribute response-related reports to internal and external partners according to written guidance.
Triage response-related Requests for Information (RFI), Requests for Assistance (RFA), and Requests for Resources (RFR), and coordinate with response task forces and teams to meet support requirements.
Participate in meetings, briefings, and working groups, and contribute to reports and other feedback mechanisms.
Collaborate with the operations team and stakeholders to revise response-related documents and processes based on feedback and reports.
Maintain a shift-change log and lead the combined shift-change briefing.
Support and participate in drills, training sessions, and exercise activities.
Provide assistance during national or localized emergencies and work extended hours as required.
Track and log incoming calls, faxes, and emails to the EOC REPORT mailbox using established logs and the EOC call log system (ECLA).
Answer telephone calls within two rings and triage communications from the public health community, the public, CDC staff, and domestic and international government agencies.
Ensure call entries are complete and accurate, meet quality standards, and document the 5 Ws: who, what, when, why, and where.
Log follow-up emails containing incident or event updates in ECLA.
Document call closeout and final resolution in the call database system.
Collect, analyze, and maintain quality control of call data.
Generate daily (24-hour), monthly, annual, and requested call reports for Branch Leadership.
Provide weekly summaries of call volume and categories.
Facilitate staff training to promote consistent understanding and adherence to call triage procedures.
Provide dedicated support to COOP activities.
Update emergency notification contact lists as directed by the CIO EC or Lead.
Update protocols and procedures for triaging incoming calls as required.
Assist action officers with follow-up on critical EOC actions during responses.
Support IMS responses through task tracking, information triage, staff rhythm development, and meeting management.
Perform optional Task 3: EOC inventory.