Public Safety Emergency Call Taker I/Ii

Prince George's County Government • PSCC - Bowie, MD

9d • Onsite

About The Position

Call Takers 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 Computer Aided Dispatch (CAD), and simultaneously provide pre-arrival and post-dispatch instructions to distressed or irate callers while recording data in the CAD system. Call Takers are responsible for becoming familiar with emergency and dispatch protocols to effectuate response and transmission of emergency requests in a safe, reproducible, and non-arbitrary manner. Incumbents 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. Call Takers must have the tolerance to work under pressure. Work is performed inside a secured, windowless office environment with a specialized low-light system and includes prolonged periods of sitting at a designated workstation monitoring computer screens and entering data. There is limited opportunity for physical movement; rest and meal periods are dependent on workload. 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; 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. All personnel in this class of work must work on site and are not eligible for telework or remote work assignments.

Requirements

• High school diploma or G.E.D
• Must be at least eighteen (18) years of age at time of application.
• One (1) year practical work experience to include one (1) year of experience demonstrating the use of Windows-based computer programs
• Successfully pass agency-specified entrance examination and keyboarding proficiency test.

Nice To Haves

• Bilingual applicants are encouraged to apply.

Responsibilities

• Operate a workstation 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
• Initiate calls for service, utilizing appropriate protocols, provides pre-arrival instructions including CPR instructions, when appropriate
• Receive incoming requests for emergency and non-emergency assistance, determine the type of service(s) required and initiate 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
• Receive 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
• Make computer inquiries and be able to interpret the information that is received from the various agencies via the computer
• Operate 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
• Provide 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
• Gather, classify, and supplement pertinent information obtained from caller(s) and enter it into the CAD system, consistent with appropriate protocols
• Utilize life support protocols, as authorized under the Maryland Emergency Medical Dispatch license/certification, to provide appropriate instructions to caller
• Establish communications with hearing impaired callers through the Maryland Relay 7-1-1 telephone system
• Identify non-English speaking callers and utilizes the language translation service as necessary to complete call processing
• Utilize 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.
• Identify 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
• This position is designated "essential," and the incumbent must be willing to participate as a critical/essential employee during emergencies, such as natural or manmade disasters or special activities/events. Essential employees are expected to report to work or remain at work when other County employees are granted administrative leave.
• Employees in this classification may be assigned to a one of four twelve hour rotating shifts to meet public safety service level requirements.

Benefits

• The Office of Homeland Security (OHS) was developed as a result of legislation passed in 2003.
• This new agency incorporated critical emergency response entities that were previously part of other agencies.
• Public Safety Communications (PSC), which included all County 9-1-1, emergency dispatch and radio system support, had been part of the Office of Information Technology and Communications (OITC).
• The Emergency Management Division (EM) was within the Fire/EMS Department.
• EM and PSC were combined under the leadership of the Deputy Chief Administrative Officer for Public Safety/Director of Homeland Security, forming the Office of Homeland Security.
• The legislation and resulting changes to the Charter, spelled out the separate and distinct missions assigned to EM and PSC.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED