911 Specialist II

LOCATION: Queen Anne's County, Maryland SCHEDULE: 24-hours on, 72-hours off. Each shift begins at 7:00AM and ends at 7:00AM the following day.

JOB SUMMARY

The salary for this position is the minimum of the grade. This experienced position provides a full range of operational duties in a 24-hour Public Safety environment. 911 Specialist II’s responsibilities include, but are not limited to, responding to various service requests from external and internal customers, including emergency and non-emergency requests, providing pre-arrival instructions, dispatching appropriate Fire, EMS, Law Enforcement and Animal Control units, elicit necessary information and relay information to dispatchers, staff and other local and state agencies as needed, and responding to various radio transmissions from public safety and local government agencies. 911 Specialist II reports to 911 Specialist III, 911 Specialist Sergeant, 911 Specialist Lieutenant and the Assistant Chief of Communications within Queen Anne's County.

ESSENTIAL FUNCTIONS

Provide cordial, responsive, accurate, and positive internal and external customer service. Demonstrate a thorough understanding of computer systems used for data entry and information retrieval including, but not limited to, VESTA, Tyler Enterprise CAD, Pro-QA, and METERS/NCIC. Receive emergency and non-emergency calls, including 911, text to 911, ASAP to PSAP, calls from the public and EMS, Fire, Law Enforcement, Animal Control and mutual aid partners. Impacts lives by providing pre-arrival instructions. Conform to established Communications Standard Operating Guidelines (SOG). Determine priority of Emergency calls utilizing National Academy of Emergency Dispatch Pro-QA protocols. Dispatch appropriate Fire, EMS, Law Enforcement, Animal Control, local government and mutual aid partners via radio and/or phone as appropriate utilizing Tyler Enterprise CAD. Receive and respond to radio transmissions from public safety and local government units. Monitor safety of field units. Maintain appropriate security and confidentiality of information created or obtained in the performance of duties. Interface with department and partner agencies to request support or services for field units, e.g. towing companies and utilities. Coordinate and document logistics and multi-agency resource allocation. Maintain accurate documentation in a timely manner in all Calls for Service in Tyler Enterprise CAD. Participate in committees and attend meetings about the Communications Division. Required to maintain a quality assurance level at or above the Agency Cumulative Performance value calculated quarterly though AQUA. Perform other public safety functions and duties as directed by 911 Specialist III, 911 Specialist Sergeant, 911 Specialist Lieutenant and the Chief of Communications within the Communications Division.

KNOWLEDGE, SKILLS, AND ABILITIES

Thoroughly conversant with the English language; ability to read and understand documents such as operating and maintenance instructions and procedure manuals and effectively apply such information; ability to prepare and maintain written logs, reports and memoranda that are legible; ability to add, subtract, multiply, and divide in all units of measure; ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret and apply a variety of instructions furnished in written, oral, or schedule form; ability to type 30 words per minute at minimum; ability to perform all functions of a 911 Specialist I independently and with minimum supervision. After appropriate orientation and training, ability to maintain proficiency with various computer programs and ability to perform multiple tasks while performing at a standard established by the Division's Quality Assurance Standard Operating Guideline.

NIMS TRAINING

The following National Incident Management (NIMS) Training is required within the first year of employment. Non-Supervisory Employees ICSC 800, ICSC 700, ICSC 100, and ICSC 200

EDUCATION AND EXPERIENCE

Possession of a High School Diploma or General Education Degree (GED). External Applicants are required to possess a minimum of two (2) years of experience as a 911 Specialist from a comparable agency and possess valid certifications in the following disciplines, Emergency Medical Dispatch (EMD), Emergency Police Dispatch (EPD), Emergency Fire Dispatch (EFD) and Emergency Telecommunicators Course (ETC).

PREFERRED CANDIDATES

Tyler Enterprise CAD (computer-assisted dispatch system), VESTA (911 phone system), and/or 700MHz radio system. General computer skills are also required.

FOR INTERNAL PROMOTIONAL CONSIDERATION

Minimum 2 years of experience as a cleared Queen Anne's County 911 Specialist I (Additional consideration may be given for significantly related prior experience at the discretion of the Department Director with approval from the Director of Human Resources.) Minimum of recent one years of performance evaluations with a score of 1.34 or higher No Employee Action Reports for recent one-year period of written warning or higher Consistently demonstrates good attendance through reporting to work on time and working as scheduled; is flexible in changing work schedule if needed and is a good steward of leave time. Concurrence of promotion from supervisor Demonstration of progressive advancement in level of work duties, responsibilities, and leadership

CERTIFICATES, LICENSES AND REGISTRATIONS

Possession of a Class C Maryland Motor Vehicle Operator's License (or equivalent in another state), or the ability to obtain such a license within thirty (30) days of employment. Required Active Certifications at the time of hire: Maryland Information Law Enforcement System/National Criminal Information Center Logon Certification CN-2 National Academies of Emergency Dispatch: National and Maryland Emergency Medical Dispatcher National Emergency Fire Dispatcher National Emergency Police Dispatcher Emergency Telecommunicator Course Course completion within one hundred eighty days of employment: Cardiopulmonary Resuscitation certified Blood Borne Pathogens Health Insurance Portability and Accountability Act

PHYSICAL DEMANDS

Regularly required to sit, talk, and hear. Frequently required to use hands and fingers, handle or feel objects, tools, or controls and reach with hands and arms. Must be able to hear spoken words with or without reasonable accommodation. Specific vision capabilities required include close vision, distance vision, peripheral vision, and the ability to adjust focus. Occasionally walk, stand, crawl or stoop. Occasionally lift, carry, push, pull or otherwise move objects weighing up to 25 lbs. Use office equipment requiring above average degree of dexterity and have the ability to type 30 words per minute. Concentration to detail is required. Reasonable accommodations may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

WORKING CONDITIONS

Work is performed in an environmentally controlled communications facility. The noise level in the work environment is normally moderate.

COMMENTS

This position has been designated as an ESSENTIAL POSITION and may be required to report to or remain on duty when County offices are closed due to inclement weather or for other reasons. An employee in this position may be required to work shift work, overtime, weekends and holidays and/or remain on standby for a call back to work. Employees must conform to applicable policies and safety rules. This position is one within the Queen Anne's County Civil Service System. An employee must serve a period of twelve-month probation during which he or she may be terminated without notice, cause, hearing or right of appeal. This description lists the major duties and requirements of the job and is not all-inclusive. #J-18808-Ljbffr Queen Anne's County Government, Maryland