PUBLIC SAFETY EMERGENCY CALL TAKER I/II
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.
Examples of Work
- 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.
Minimum Qualifications
Candidates must meet all minimum qualifications listed below to be eligible for additional consideration:
- 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.
EACH APPLICANT MUST INCLUDE INFORMATION THAT CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION.
Conditions of Employment
Upon selection, the candidate must:
- Meet minimum qualifications and must pass an OHS 9-1-1 Specialist exam. Applicants who have previously taken and passed the exam on or after 8/1/2024 will not be required to re-test; instead, previous test scores will be used to receive the passing disposition
- 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 random drug and alcohol tests, and psychological screening.
- Be able to work eight (8), ten (10) or twelve (12) hour rotating shifts
- Have the ability (driver's license, vehicle, or other reliable transportation) to report on time 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.
- Wear a departmental uniform and a headset in the performance of duties.
- 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
- 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
- Complete the NAED – EMD (Emergency Medical Dispatch) course and obtain EMD certification by achieving a minimum score of 80% on all course examinations
- Complete the NAED – EFD (Emergency Fire Dispatch) course and obtain EFD certification by achieving a minimum score of 80% on all course examinations
- Complete the NAED – EPD (Emergency Police Dispatch) course and obtain EPD certification by achieving a minimum score of 80% on all course examinations
- 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
- 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
- Complete and meet all training and performance standards and demonstrate proficiency as required by the agency.
- In emergency circumstances, incumbents must be able to report to an alternative 9-1-1 center.
- Be willing to be an essential employee. PSC employees are considered ESSENTIAL and are required to work during emergency situations, including inclement weather, natural and man-made disasters, etc. Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave.
Selection Process
To be considered for this position, applicants must successfully complete all of the following stages:
- Phase 1: Qualifications Review and Standards Assessment, Computerized Pre-Employment Examination - OHS 9-1-1 Specialist Exam, Preliminary Screening
- Phase 2: Background Investigation and Psychological Screening, Medical Examination & Drug Screening which includes marijuana
- Phase 3: Final Offer of Employment
- Successfully Complete Public Safety Communications Training Session within the established probationary period
Reasons for disqualification may include (but are not limited to) the following:
- Previous disqualification for this or other public safety positions
- Deception or falsification on application or other documents
- Poor driving record which may include suspended license/DWI/DUI
- History or pattern of criminal conduct
- Failure to meet physical and mental standards