Emergency Communication Specialist Lateral
Frederick County Government, Maryland
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Benefits offered by this job
Job summary
Frederick County Government is seeking a Dispatch/Public Safety Communications Operator to receive and process 911 and non-emergency calls, dispatch responders, and coordinate resources.
The position requires the ability to work varied shifts, maintain calm under pressure, and communicate clearly with agencies. A valid driver’s license and IAED certifications are required; a generous benefits package accompanies full-time employment.
Qualifications
- High School diploma or equivalent required.
- Minimum age 18 years.
- Valid driver’s license required.
- IAED Emergency Medical, Emergency Fire and Emergency Police Dispatch certifications required.
- Minimum 6 months 911/call processing experience.
Responsibilities
- Receive and process incoming 911 and non-emergency calls under supervision.
- Use protocol-based systems to collect info and dispatch appropriate public safety responders.
- Assist callers seeking EMS, Fire-Rescue, or Law Enforcement services.
- Communicate with agencies and coordinate resource deployment.
- Monitor incidents and update incident status with supervisors.
- Operate CAD and radio consoles and maintain records.
Skills
Education
Tools
Job description
JOB INFORMATION Non-exempt; full-time; 40 hours per week; varying schedule; rotating shifts; full-benefits
This skilled position is responsible for the receipt and processing of emergency and non-emergency calls for public safety services timely and accurate deployment of appropriate public safety personnel and apparatus to the location of emergencies. Training and supervision are received from the Department of Emergency Communications (DEC) Manager or Emergency Communications Specialist IV with oversight from a DEC Administrator, Assistant Director, and/or the Director. This position answers phones, processes calls and dispatches services for one or more departments.
NOTE: The upper pay range reflects possible wage rates for internal County transfers and promotions, which are calculated per County policy. For external hires, offers are made at the base wage rate.
Frederick County Government values the principles of diversity and inclusion, and strives to ensure equal opportunities for its workforce, applicants and community members.
Frederick County offers an extensive compensation package to reflect how highly we value our employees. The following is what you can expect in your first year as a full-time benefited Frederick County Government employee.
- 11 days of Vacation leave with increase after 2 years of employment
- 15 days of Sick leave with unlimited annual carryover
- 11 paid holidays, plus 2 additional floating holidays (10 and 11 month employees may not receive all holidays)
- Day 1 coverage of comprehensive Medical Insurance Plan options to include generous County Health Savings Account (HSA) contribution (if enrolled in the high-deductible plan). This is part of a full range of benefits including Dental, Vision, and Flexible Spending
- Employee Health Center with no or low-cost primary and urgent care
- 100% County paid 2x annual salary Group Term Life Insurance and Accidental Death & Dismemberment (AD&D) benefit
- County and Employee funded Defined Benefit Pension Plan
- Vesting after 5 years of service
- Additional service credit for eligible previous public service, military service, etc.
- Work/Life balance programs include: Employee Assistance Program and Employee Wellness Program
- Generous Tuition Reimbursement Program
- Other employee-paid benefits such as Deferred Compensation Plan, Legal Resources, Supplemental Life Insurance, Critical Illness, Accident, and Hospital Indemnity Insurance, Lifetime Benefit with Long Term Care plan
NOTE: Benefited employees will accrue service and leave based on the FTE and/or hours worked per calendar year.
For more information, visit our benefits page on the Frederick County Government job opportunities webpage.
- Receive and process incoming calls of emergency (911), non-emergency, informational and business nature under supervision
- Utilizing a protocol-based call processing systems obtain necessary information facilitating the dispatch of appropriate public safety personnel, apparatus or resource
- Provide assistance to callers requesting Emergency Medical Services (EMS), Fire-Rescue, Law Enforcement, and other Public Safety Services
- Communicate with EMS, Fire-Rescue, Law Enforcement and affiliated agencies personnel and equipment
- Monitor incidents and situational developments to coordinate the utilization of essential services and resources
- Monitor incidents and situational developments for requests or instructions regarding the dispatch of additional apparatus, equipment, or personnel
- Comprehend and execute instructions communicated by supervisors, field personnel, officers, officials, or incident commanders
- Dispatch required apparatus, resources, equipment, or personnel in accordance with standard operating policies and procedures
- Alert other jurisdictions when necessary
- Operate computer aided dispatch (CAD) system and other computer software products
- Maintain computerized and manual records
- Relay information to appropriate officials or agencies
- Operate public safety radio consoles and maintain communications with allied EMS, Fire-Rescue, Law Enforcement, and associated Local, Municipal, County, State, and Federal government agencies
- Operate Text-to-911 and TTY equipment (telephone equipment for persons who are hearing/speech impaired)
- Handle multiple tasks and track multiple in-progress incidents simultaneously while developing proficiency under supervision
- Perform other related duties as required
The qualifications/requirements, knowledge/skills/abilities and physical requirements or working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
- High school graduation or the equivalent
- Minimum age 18 years
- Possession of a valid driver's license
- Possession of valid International Academies of Dispatch (IAED) Emergency Medical, Emergency Fire, and Emergency Police Dispatch (EMD, EFD, EPD) certifications (non-IAED equivalents will not be considered)
- Minimum 6 months of 911 / emergency communications call processing work experience for police, fire and medical requests
- Ability to maintain County Authorized Driver privileges
- Ability to obtain and maintain State of Maryland (MIEMSS) Emergency Medical Dispatcher Certification
- Ability to obtain and maintain National Criminal Information Center (NCIC) access
- Ability to maintain re-certifications as due through IAED
- Knowledge of Frederick County geography and surrounding areas
- Effective keyboarding/data entry skills in order to accurately enter information during conversation with callers
- Ability to effectively utilize computer aided dispatch (CAD) system and other automated information systems
- Knowledge of fire rescue and law enforcement disciplines
- Ability to effectively read maps and give directions
- Ability to work with sensitive information and maintain confidentiality
- Strong and effective spoken and written (English) communication skills, including the ability to speak clearly and distinctly, and to accurately summarize and describe information with correct, precise terminology
- Ability to develop and maintain effective working relationships with co-workers, user agencies and the general public
- Ability to perform quickly and effectively in emergency situations
- Knowledge of county, towns, road names, landmarks, and directions of travel on routes and highways
- Knowledge of surrounding jurisdictions
- Knowledge of Departmental policies and procedures
- Skilled in the use of relevant technology and equipment
- Ability to multitask
- Ability to communicate appropriately and maintain composure when responding to callers
- Ability to calmly and accurately provide potential lifesaving instructions in high stress situations
- Ability to gather and process information in a timely manner
- Ability to deal with uncooperative callers
- Additional years of 911 / emergency communications call processing experience for police, fire and medical requests
- Additional call center work experience
- Radio/dispatch experience for fire/rescue and/or police
- Data entry work experience
- Customer service work experience
- Experience utilizing Motorola Premier One CAD
- Experience utilizing VESTA phone systems
- Communications Training Officer (CTO) certification
- Emergency Dispatch Quality Assurance review training through IAED (EMD-Q, EFD-Q, EPD-Q)
- IAED Emergency Telecommunicator Basic Course (ETC)
- IAED Emergency Telecommunicator Basic Course Instructor (ETC-I)
- While working in this position, the employee is required to constantly sit, reach and perform repetitive motions; and occasionally drive
- While working in this position, the employee is required to constantly work indoors and in a noisy environment
- Employees in this classification are designated as Essential. An Essential Employee means the employee is considered necessary for the operation of County services. Essential Employees are required to report to work in the event of a weather incident, general emergency, or disasters when County offices are closed. They may be required to work overtime with little or no advance notice and may be required to report to work in emergency situations and/or after hours.
- Failure to meet or maintain the minimum qualifications or additional requirements may result in disciplinary action up to and including termination
- Ability to provide own transportation to meetings and work locations, as needed
- Available to work all shifts as assigned, including weekdays, weekends, nights and holidays
- This position is subject to system-wide team reassignment or reassignment to a rotating shift schedule
- This position is subject to random drug testing
- The probationary period for this position is 12 months
- This position is designate as security-sensitive, requiring satisfactory background investigation, conducted by the Frederick County Sheriff's Office, in accordance with established Frederick County policy
- An evaluation of training and experience
- Attend mandatory departmental orientation
- A computer-based test to evaluate your listening, comprehension, typing and decision-making skills
- One or more panel interviews
- A pre-employment psychological examination
- A pre-employment Security-Sensitive background investigation
- A pre-employment physical examination and drug test to include marijuana
A defined benefit retirement plan is provided for all regular County employees. Employees are automatically enrolled in either the Uniformed Plan (5 year vesting) or the Non-Uniformed Plan (5 year vesting, effective 07/01/2024) depending upon position classification. The majority of support for the plan is provided by the County; however, employees are required to make a mandatory pre-tax contribution towards their benefit. Retirement benefits are payable at normal, early or delayed retirement. Retirement benefits are also payable upon termination and in the event of death or disability.
County employees have a choice of two medical insurance plans, an In-Network (HMO) Plan or a High Deductible medical plan with a Health Care Savings Account, to provide coverage for medical and surgical expenses, hospital and emergency care expenses, mental health expenses and prescription drugs. The County and participants share in the cost of the health insurance with the employee having the benefit of pre tax contribution deductions. Medical insurance goes into effect on the first day of active employment.
Employees may select coverage from one of three dental plan options, ranging from a PPO plan to a dental HMO plan. Coverage includes preventive care, fillings, crowns, bridges and dentures, and the cost of dental insurance is shared by both the County and the employee. Dental insurance goes into effect on the first day of the month that follows the eligible employee's completion of 30 days of active employment
NOTE: Employees working 75% or greater of a 35 or 40 hour position are eligible for health & dental insurance.
The Flex Spending plan allows employees to pay health and day care expenses with pre-tax dollars. Employees may set aside part of their salary in a special account that can be used throughout the year to reimburse themselves for out-of-pocket medical expenses. The maximum contribution is $3,400 per year for Health Care Spending and $7,500 for Dependent Care Spending (work-related day care expenses). Examples of expenses that can be reimbursed for Health Care Spending include, but are not limited to: deductibles, co-payments, dental fees, chiropractors' services, and eyeglasses / contact lenses.
Employees are insured for 2 times their annual salary in case of death plus 2 times their annual salary for accidental death. Employees do not contribute to the premiums for this coverage. A Supplemental Life Insurance is also offered to regular County employees. The plan allows employees to purchase individually owned term life insurance for themselves, their spouse, and their dependents.
The County offers a Section 457 Plan. Deferred compensation plans allow participants to save for retirement in either a pre tax or post tax (Roth) investment account. Contributions are invested at the employee's direction into one or more of the variety of investment options offered by the plan. Changes may be made to the contribution levels, investment options, etc. at any time. Contribution maximums are set each year by the IRS.
County employees who have successfully passed their probationary period may apply for education reimbursement for courses that can improve or develop an employee's capabilities related to their current job or for a promotional opportunity within Frederick County Government. The benefit also covers the costs of job‑related non-credit courses. If an employee receives a grade of at least a C, or successfully passes a non-credit course, the County reimburses the employee 75% of the costs of tuition, fees and books. If an employee doesn't remain employed with Frederick County Government for two years after a class is taken, the benefit needs to be reimbursed to FCG.
This confidential assessment, referral and counseling service is available at no cost to all employees who may need help with a personal or job‑related issue or concern.
Annual Leave – Employees are eligible to use Annual Leave after their 6 month probationary period. Annual Leave accrues as follows: Years of service days per year
0 – 2 years 11 days
2 – 10 years 17 days
10 + years 24 days
Sick Leave - Employees will earn sick leave at a rate of 15 days per calendar year.
Sick Leave may also be used for illness of an employee's child, dependent, spouse, parent or parent-in-law. There is no limit on the amount of sick leave accumulated. Unused Sick Leave may be used for additional credit in the pension plan at the time of retirement.
NOTE: Regular benefited part-time employees earn annual and sick leave on a pro‑rated basis based on their actual number of hours worked biweekly up to their assigned number of regularly scheduled work hours.
Other available types of leave include, but are not limited to, Family Medical Leave, Bereavement, Jury, and Military.
The County observes 10 holidays every year and 11 are observed on years of General Elections.
For additional information on Frederick County Government's benefits package, please visit the Division of Human Resources website at www.FrederickCountyMD.gov.
All hires before January 1, 2012, will follow the benefit and leave rules as described in the Personnel Rules amended October 3, 2013.
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