PUBLIC SAFETY EMERGENCY CALL TAKER I
: Job Details :

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.We are Prince George's Proud!BILINGUAL APPLICANTS ARE ENCOURAGED TO APPLY.The Office of Homeland Security is seeking qualified applicants to fill Public Safety Emergency Dispatcher I/II positions, Grade P14/P15 in the Public Safety Communications (PSC) Division for its December 2024 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 PositionCall 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.About the AgencyThe 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.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 utilize the language translation service as necessary to complete call processing.Utilize the NCIC, METERS, and other related computer databases 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 maintain/prepare 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 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.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 INCLUDE INFORMATION THAT CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION.CONDITIONS OF EMPLOYMENTUpon selection, the candidate: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 (National 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 NAED - EMD (Emergency Medical Dispatch) course and obtain EMD certification by achieving a minimum score of 80% on all course examinations.Must complete the NAED - EFD (Emergency Fire Dispatch) course and obtain EFD certification by achieving a minimum score of 80% on all course examinations.Must complete the NAED - 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 NCIC (National Crime Information Center) CN2 training course and 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.Must successfully pass a background investigation conducted by Prince George's County's Office of Human Resources Management Public Safety Investigations Division to include a medical examination, drug screen and psychological screening.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.SELECTION PROCESSTo be considered for this position, applicants must successfully complete all of the following stages:Phase 1Qualifications Review and Standards Assessment.Computerized Pre-Employment Examination.Preliminary Screening.Phase 2Background Investigation.Psychological Screening.Medical Examination & Drug Screening.Phase 3Final Offer of Employment.Successfully Complete Public Safety Communications Training Session.Reasons for disqualification may include (but are not limited to) the following:Previous disqualification for this or other public safety positions.Deception or falsification of application or other documents.Poor work history.Poor driving record which includes suspended license/DWI/DUI.History or pattern of crimes, both reported and not reported; felony/misdemeanor conviction; illegal drug usage, possession, distribution, sale, or purchase.Failure to meet physical and mental standards.Failure to present a professional appearance.NotificationsNotifications 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. Applicants must ensure your e-mail account allows emails from all addresses ending in @co.pg.md.us .For more information, you may email ONLINE APPLICATIONS WILL BE ACCEPTEDEligibility 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 provide and verify authorization to work in the United States without sponsorship. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S., only after an offer has been accepted and the Form I-9 is completed. For information on E-Verify, or if you believe the County has violated its E-Verify responsibilities, please contact the Department of Homeland Security (DHS) at 888-###-#### or visit their website at dhs.gov/E-Verify.INTERNAL APPLICANTS: If you are a current Prince George's County Government employee and seeking a promotion, in accordance with Section 16-200 of the Personnel Law, you have the right to appeal a rejection rating within five (5) working days of receiving a rejection notice. Union employees should refer to their respective collective bargaining agreement and/or union representative for their grievance procedure.Prince George's County Government is an Equal Opportunity/Affirmative Action EmployerCommitted to Diversity and Inclusion in the Workplace#J-18808-Ljbffr