Telecommunications Equipment Operator

DC Government; Washington (District of Columbia); On-site; USD 60,000 - 75,000; Full time

Job summary

The District of Columbia Government 911 Emergency Operations Division seeks a Telecommunications Equipment Operator to be the first contact for emergency and non-emergency calls, prioritizing incidents and accurately documenting data in CAD. The role requires calm handling of high-stress situations and strict adherence to protocols.

Incumbents must pass NENA standards, obtain CPR and protocol certifications, and may be required to work rotating shifts in a 24/7 operation.

Qualifications

• Must pass NENA Hearing Standards for Public Safety Telecommunicators.
• Able to obtain basic first aid/CPR certification, obtain and maintain certification in fire, medical and police protocols.
• Typing test of 35 words per minute.
• Must pass a psychological test prior to employment.
• Individuals with bilingual skills are strongly encouraged to apply.

Responsibilities

• Receives 911 and non-emergency calls from the public, partner agencies, and internal staff. Elicits, verifies, and documents location, nature of the incident, and caller details.
• Prioritizes calls based on urgency, risk, and established protocols. Enters call data, incident details and disposition codes into CAD and related systems. Updates records in real time to reflect changes in incident status or resource assignments.
• Demonstrates professionalism, composure, and sound judgement when handling stressful or high-risk situations. Applies telecommunications terminology and protocols to accurately interpret and document communications.

Skills

NENA standards

First aid/CPR

Typing 35 wpm

Psychological test

Bilingual encouraged

Job description

This position is in the 911 Emergency Operations Division of the Office of Unified Communications (OUC). The mission of the Office of Unified Communications. (OUC) is to provide accurate, professional, and expedited service to the citizens and visitors of the District of Columbia. The Telecommunications Equipment Operator (TEO) will learn standard operating procedures for prioritizing emergency calls, verifying information and entering data into the Computer Aided Dispatch (CAD) system. The incumbent of this position will learn and apply all protocols for taking and processing emergency and non-emergency calls for police, fire, and medical emergency services. The incumbent in this responsible for serving as a first point of contact for the public and partner agencies, ensuring accurate and timely handling of information in accordance with established policies and procedures.

Duties and Responsibilities

Receives emergency (911) an non-emergency calls from the public, partner agencies, and internal staff. Elicits, verifies, and documents critical information including location, nature of the incident, and caller details. Prioritizes calls based on urgency, risk, and established protocols. Provides basic instructions to callers when required, following scripted and approved procedures. Accurately enters call data, incidents details and disposition codes into Computer Aided Dispatch (CAD) and related systems. Updates records in real time to reflect changes in incident status or resource assignments. Demonstrates professionalism, composure, and sound judgement when handling stressful or high-risk situations.

Receives emergency (911) and non-emergency calls from the public, partner agencies, and internal staff. Elicits, verifies, and documents critical information including location, nature of the incident, and caller details. Prioritizes calls based on urgency, risk, and established protocols. Accurately enters call data, incidents details and disposition codes into Computer Aided Dispatch (CAD) and related systems. Updates records in real time to reflect changes in incident status or resource assignments. Demonstrates professionalism, composure, and sound judgement when handling stressful or high-risk situations. Applies working knowledge of telecommunications terminology, call taking protocols, and agency specific procedures to accurately interpret and document communications.

Qualifications and Education

Must be able to pass the National Emergency Number Association (NENA) Hearing Standards for Public Safety Telecommunicators.

Ability to obtain a basic first aid/cardiopulmonary resuscitation certification, obtain and maintain certification in fire, medical and police protocols.

Ability to pass a typing test of 35 words per minute.

Ability to pass a psychological test prior to employment.

Individuals with bilingual skills are strongly encouraged to apply.

Working Conditions/Environment

The work environment involves everyday risks and/or discomfort that require normal safety precautions, typical of offices and training rooms. The use of telecommunications equipment will sometimes have a high level of noise. Work areas have adequate lighting, heating, and ventilation. The work requires prolonged periods of sitting, talking, and listening under conditions that are often stressful.

Other Significant Facts

Tour of Duty: This facility operates 24 hours a day, 7 days a week and the incumbent will be required to work flexible and/or rotating 12-hour shifts. Shifts could be altered and/or extended at any time with notice. The incumbent must be able to work all shifts, holidays, and weekends; mandatory overtime may be required.

Pay Plan, Series and Grade: CS-0390-08

Promotion Potential: No Known Promotion Potential

Duration of Appointment: Career Service - Permanent

Collective Bargaining Unit: NAGE R3-07 and you may be required to pay an Agency service fee through direct payroll deduction.

Position Designation: This position is designated as a Safety Sensitive position and is subject to mandatory pre-employment and periodic Criminal Background Checks and Traffic Records Checks (as applicable). This position is also subject to mandatory pre-employment and random Drug and Alcohol Testing. In this position, you may be disqualified from employment based on the presence of marijuana in test results, even if you possess a medical card authorizing the use of medical marijuana.

Essential or Emergency Designation: This position is designated as Essential and the incumbent that occupies this position will be required to report to work or stay at work during a declared emergency or any other time as designated by the Mayor or his/her designee.

Career Pathways Statement: This position is part of the Pathway to Government Employment Partnership Program. District residents who received a high school diploma from the District of Columbia Public Schools or a District public charter school or received a GED or its equivalent from the District of Columbia will receive priority consideration for this entry-level position. Applicants must provide a high school transcript, GED certificate, high school diploma, or other applicable documentation along with verification of District residency before the district government may extend a final offer of employment.

Residency Preference: When claiming residency preference, you are required, and must agree in writing, to maintain bona fide District residency for a period of seven (7) consecutive years from the effective date of employment. You will be required to present documents (proofs) to show District residency and failure to maintain bona-fide District residency for the seven-year (7-year) period will result in forfeiture of employment.

EEO Statement:The District of Columbia Government does not discriminate or retaliate in employment on the basis of race, color, religion, sex, pregnancy, gender identity and expression, national origin, family responsibilities, political affiliation, sexual orientation, marital status, homeless status, disability, genetic information, age, membership in an employee organization, participation in a legally protected activity, parental status, matriculation, personal appearance, credit information, status as a victim or family member of a victim of domestic violence, sexual offense, or stalking, military service, or other non-merit factor.