911 Specialist I

Queen Anne's County Government, Maryland; Centreville (MD); On-site; USD 40,000 - 52,000; Full time

Job summary

The Queen Anne's County Government seeks an entry‑level 911 Specialist to operate in a 24‑hour public safety environment, answering both 911 and non‑emergency calls, providing pre‑arrival instructions, and dispatching Fire, EMS, Law Enforcement, and Animal Control units. You will work under a structured chain of command and report to senior specialists and supervisors.

Responsibilities include maintaining secure records, using CAD systems, coordinating resources, and ensuring timely

Qualifications

• Basic knowledge of telephonic and texting communications.
• Ability to communicate efficiently during emergencies, both orally and in writing.
• Skilled in map reading; paper, and computer.
• Ability to remain calm under stressful situations.
• Knowledge of basic computer operations and MS Office.

Responsibilities

• Provide cordial, responsive, accurate, and positive customer service.
• Receive emergency and non-emergency calls and dispatch appropriate public safety units.
• Enter data and retrieve information using CAD systems.
• Maintain documentation in a timely manner and support multi‑agency coordination.

Skills

Emergency dispatch

Map reading

Typing 30 wpm

Oral & written communication

Calm under pressure

MS Office basics

Education

High school diploma

Tools

VESTA

Tyler Enterprise CAD

Job description

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 range. This entry level position provides a full range of operational duties in a 24-hour public safety environment. 911 Specialist’s responsibilities include, but are not limited to, responding to various service requests, providing pre-arrival instructions, dispatching appropriate Fire, Emergency Medical Services, 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 I reports to 911 Specialist III, 911 Specialist Sergeant, 911 Specialist Lieutenant and the Assistant Chief of Communications with in Queen Anne’s County.

ESSENTIAL FUNCTIONS

• Provide cordial, responsive, accurate, and positive internal and external customer service.
• Use various computer systems, e.g. VESTA and Tyler Enterprise CAD, for data entry and information retrieval.
• 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 with in the Department of Emergency Services.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Basic knowledge of the processes and procedures of telephonic and texting communications.
• Ability to communicate efficiently during emergencies, both orally and in writing.
• Skilled in map reading; paper, and computer.
• Ability to calm others and remain calm under stressful situations.
• Knowledge of basic computer operations to include Microsoft Office Software.
• Ability to type a minimum of 30 words per minute at minimum.
• Basic understanding of the geography of Queen Anne's County and its subdivisions.

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 efficiently apply such information; ability to prepare and maintain written logs, reports, and memoranda that are legible; ability to add, subtract, multiply, and divide into all units of measure; ability to solve practical problems and deal with various 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.After appropriate orientation and training are complete, maintain proficiency with various computer programs and the 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 EmployeesICS 800, IC S700, IC S 100, and IC S200

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED) required. Preferred related experience and training in telephone answering techniques, public service communications, or an equivalent combination of education and expertise. General computer skills required.

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 within thirty (30) days of employment to position.

Completion of the following courses within forty-five (45) – one hundred eighty (180) days of employment:

• National Academies of Emergency Dispatch
• National and Maryland Emergency Medical Dispatcher (EMD)
• National Emergency Fire Dispatcher (EFD)
• National Emergency Police Dispatcher (EPD)
• Emergency Telecommunicator Course (ETC)
• Maryland Information Law Enforcement System/National Criminal Information Center Logon Certification CN-2
• Cardiopulmonary Resuscitation certification
• Health Insurance Portability and Accountability Act
• Blood Borne Pathogens

PHYSICAL DEMANDS

Regularly required to sit, speak clearly, and hear at various volumes. 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 an above-average degree of skill and have the ability to type 30 words per minute. Works at a very rapid pace over which they have little control due to workload and the nature of incidents. Unable to leave their job stations at any time during a shift other than a meal or brief breaks as the workload allows. Must be able to concentrate on their jobs for extended periods while others are taking calls, people are walking around them, and conversations are held near them.

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 typically 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 is assigned to shift work and may be required to work overtime, weekends, and holidays and 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.

The above job description is not intended as, nor should it be construed as exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.