Prince George's County Government
PUBLIC SAFETY EMERGENCY CALL TAKER I/II
Prince George's County Government, Bowie, Maryland, United States, 20721
Overview
Come join our team! Prince George’s County Government provides a dynamic and inclusive workplace where employees can thrive, learn, and grow across its 30 diverse agencies, all dedicated to serving the County's residents with essential resources and services. Nestled just minutes away from Washington, DC, Prince George's County combines urban vibrancy with serene surroundings, offering an ideal setting to live, work, and enjoy life. BILINGUAL APPLICANTS ARE ENCOURAGED TO APPLY. Position : The Office of Homeland Security is seeking qualified applicants to fill Public Safety Emergency Call Taker I/II positions, Grade P14/P15 in the Public Safety Communications (PSC) Division for its upcoming Fall training classes. This role is critical in maintaining and supporting public safety. If you have a desire to help the community, support emergency responses, and are seeking a rewarding career in public safety communications, we invite you to apply today. 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 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 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. About the Agency
The Office of Homeland Security (OHS) was developed as a result of legislation passed in 2003. This agency incorporated critical emergency response entities previously part of other agencies. Public Safety Communications (PSC) includes all County 9-1-1, emergency dispatch and radio system support, formerly 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 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 defined the separate missions assigned to EM and PSC. 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, provide 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 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 process/record pertinent information according to agency procedures and protocol Make computer inquiries and interpret information received from various agencies via the computer Operate the technical systems and equipment necessary to obtain and properly process 9-1-1 calls for service, including the deaf teletype system, 9-1-1 system, text to 9-1-1, language line, mapping programs, and the CAD 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 responders Gather, classify, and supplement pertinent information obtained from caller(s) and enter it into the CAD system 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 system Identify non-English speaking callers and utilize translation services as necessary to complete call processing Utilize NCIC, METERS, and other related databases to obtain information on criminal history, arrest warrants, missing persons, driver history, stolen property, etc. Identify when it is appropriate to refer callers to other County, State, or Federal agencies or outside jurisdictions and maintain/prep logs and records pertinent to operations This position is designated essential and incumbent must be willing to participate as a critical/essential employee during emergencies. 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 one of four twelve-hour rotating shifts to meet public safety service level requirements. All personnel in this class of work must work on site and are not eligible for telework or remote work assignments. Qualifications
High school diploma or G.E.D required One (1) year practical work experience to include one (1) year experience demonstrating the use of Windows-based computer programs Candidates must successfully pass agency-specified entrance examination EACH APPLICANT MUST CLEARLY DEMONSTRATE THE ABOVE QUALIFICATIONS FOR THIS POSITION. Conditions of Employment
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 NAED Emergency Telecommunicator Course (ETC) and obtain ETC certification by achieving a minimum score of 80% on all course examinations Must complete the NAED – EMD course and obtain EMD certification by achieving a minimum score of 80% on all course examinations Must complete the NAED – EFD course and obtain EFD certification by achieving a minimum score of 80% on all course examinations Must complete the NAED – EPD course and obtain EPD certification by achieving a minimum score on all course examinations Must complete the Maryland State NCIC CN2 training course and obtain NCIC-CN2 certification by achieving a minimum passing score on all course examinations Must complete the CPR/BLS 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 emergencies Must successfully pass a background investigation including medical examination, drug screen and psychological screening Must have the ability to report to the primary center in Bowie, Maryland or the backup center in Landover, Maryland at the prescribed times or when directed Selection Process
Phase 1: Qualifications Review and Standards Assessment Phase 1: Computerized Pre-Employment Examination Phase 1: Preliminary Screening Phase 2: Background Investigation Phase 2: Psychological Screening Phase 2: Medical Examination & Drug Screening Phase 3: Final Offer of Employment Phase 3: Successfully Complete Public Safety Communications Training Session Reasons for disqualification may include: Previous disqualification for this or other public safety positions Deception or falsification of application or other documents Poor work history Poor driving record History or pattern of crimes; drug usage or distribution Failure to meet physical and mental standards Failure to present a professional appearance Notifications
Notifications for this position will be made via email. Applicants must monitor the e-mail account provided and update their online profile with any changes to personal information. All information, notices and scheduling regarding this application and evaluation process will be provided only in the candidate's online profile and/or through the email account provided at the time of application. Applicants must ensure your e-mail account allows emails from all addresses ending in "@co.pg.md.us". For more information, you may email pscrecruiting@co.pg.md.us.
#J-18808-Ljbffr
Come join our team! Prince George’s County Government provides a dynamic and inclusive workplace where employees can thrive, learn, and grow across its 30 diverse agencies, all dedicated to serving the County's residents with essential resources and services. Nestled just minutes away from Washington, DC, Prince George's County combines urban vibrancy with serene surroundings, offering an ideal setting to live, work, and enjoy life. BILINGUAL APPLICANTS ARE ENCOURAGED TO APPLY. Position : The Office of Homeland Security is seeking qualified applicants to fill Public Safety Emergency Call Taker I/II positions, Grade P14/P15 in the Public Safety Communications (PSC) Division for its upcoming Fall training classes. This role is critical in maintaining and supporting public safety. If you have a desire to help the community, support emergency responses, and are seeking a rewarding career in public safety communications, we invite you to apply today. 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 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 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. About the Agency
The Office of Homeland Security (OHS) was developed as a result of legislation passed in 2003. This agency incorporated critical emergency response entities previously part of other agencies. Public Safety Communications (PSC) includes all County 9-1-1, emergency dispatch and radio system support, formerly 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 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 defined the separate missions assigned to EM and PSC. 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, provide 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 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 process/record pertinent information according to agency procedures and protocol Make computer inquiries and interpret information received from various agencies via the computer Operate the technical systems and equipment necessary to obtain and properly process 9-1-1 calls for service, including the deaf teletype system, 9-1-1 system, text to 9-1-1, language line, mapping programs, and the CAD 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 responders Gather, classify, and supplement pertinent information obtained from caller(s) and enter it into the CAD system 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 system Identify non-English speaking callers and utilize translation services as necessary to complete call processing Utilize NCIC, METERS, and other related databases to obtain information on criminal history, arrest warrants, missing persons, driver history, stolen property, etc. Identify when it is appropriate to refer callers to other County, State, or Federal agencies or outside jurisdictions and maintain/prep logs and records pertinent to operations This position is designated essential and incumbent must be willing to participate as a critical/essential employee during emergencies. 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 one of four twelve-hour rotating shifts to meet public safety service level requirements. All personnel in this class of work must work on site and are not eligible for telework or remote work assignments. Qualifications
High school diploma or G.E.D required One (1) year practical work experience to include one (1) year experience demonstrating the use of Windows-based computer programs Candidates must successfully pass agency-specified entrance examination EACH APPLICANT MUST CLEARLY DEMONSTRATE THE ABOVE QUALIFICATIONS FOR THIS POSITION. Conditions of Employment
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 NAED Emergency Telecommunicator Course (ETC) and obtain ETC certification by achieving a minimum score of 80% on all course examinations Must complete the NAED – EMD course and obtain EMD certification by achieving a minimum score of 80% on all course examinations Must complete the NAED – EFD course and obtain EFD certification by achieving a minimum score of 80% on all course examinations Must complete the NAED – EPD course and obtain EPD certification by achieving a minimum score on all course examinations Must complete the Maryland State NCIC CN2 training course and obtain NCIC-CN2 certification by achieving a minimum passing score on all course examinations Must complete the CPR/BLS 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 emergencies Must successfully pass a background investigation including medical examination, drug screen and psychological screening Must have the ability to report to the primary center in Bowie, Maryland or the backup center in Landover, Maryland at the prescribed times or when directed Selection Process
Phase 1: Qualifications Review and Standards Assessment Phase 1: Computerized Pre-Employment Examination Phase 1: Preliminary Screening Phase 2: Background Investigation Phase 2: Psychological Screening Phase 2: Medical Examination & Drug Screening Phase 3: Final Offer of Employment Phase 3: Successfully Complete Public Safety Communications Training Session Reasons for disqualification may include: Previous disqualification for this or other public safety positions Deception or falsification of application or other documents Poor work history Poor driving record History or pattern of crimes; drug usage or distribution Failure to meet physical and mental standards Failure to present a professional appearance Notifications
Notifications for this position will be made via email. Applicants must monitor the e-mail account provided and update their online profile with any changes to personal information. All information, notices and scheduling regarding this application and evaluation process will be provided only in the candidate's online profile and/or through the email account provided at the time of application. Applicants must ensure your e-mail account allows emails from all addresses ending in "@co.pg.md.us". For more information, you may email pscrecruiting@co.pg.md.us.
#J-18808-Ljbffr