Job Description: Call Taker Performs public safety communications work receiving, screening, prioritizing, and relaying information over a communications system involving multiple phone lines and a computer aided dispatch system. Work involves receiving and processing emergency 911 and non-emergency calls for police, fire, rescue and emergency medical services. The work has unusual demands in terms of responding to callers under stress and requires emergency call-taking training.
The work is performed under direct supervision. Essential Job Functions Answers emergency 911 and non-emergency calls for Calvert County and enters data into the Computer Aided Dispatching System. Operates computerized 911 VESTA Patriot phone system successfully for all incoming 911 phone calls, as well as all other non-emergency phone calls received.
Operates Computer Aided Dispatch (CAD), GIS (mapping), and emergency dispatch (Pro-QA) software systems in conjunction with receipt of 911 emergency and non-emergency calls. Uses TDD within the phone system to communicate with hearing or speaking impaired persons. Receives reports of fire, medical emergencies, and law enforcement, and utilizing (CAD) processes information for rapid dispatch of emergency services.
Provides emergency pre-arrival and/or post-dispatch instructions over the telephone for all emergency calls including, but not limited to CPR, bleeding control, and childbirth assist instructions. Uses computer to enter data and access criminal justice information systems to obtain information for law enforcement officers. Records and maintains a log of daily 911 calls with the utilization of CAD and maintains records of fire, medical, and law enforcement activity.
Monitors security cameras and County’s building alarm system and dispatches appropriate service when activated. Places calls for repairs to radios, pagers and other communications devices. Makes after-hours non-emergency notifications for the dispatching of other County agencies, i.e., General Services, Public Works.
Completes and maintains required course work for mandatory ETC, CPR, EMD, EFD, EPD, CJIS/NCIC/METERS certifications and licenses; complete mandatory ICS-100A, ICS-200A, IS-700A, HAZMAT Awareness, and Weapons of Mass Destruction Awareness. Performs all work as directed by the Division Chief and as established in the Standard Operating Procedures. Other Duties Performs related work as required.
Performs routine daily housekeeping at the center. Knowledge, Skills, and Abilities (These are pre-employment KSA that apply only to Essential Job Functions.) Knowledge of- • Modern office procedures and practices including operation of office equipment such as computers, printers, and fax machines. Ability to- • Learn Calvert County’s geography, roads, businesses, and neighboring counties.
- Work in a fast paced, highly stressful, multi-tasking environment, in which all phone and radio transmissions are recorded. • Speak clearly and distinctly to relay information in a precise manner over the phone, radio and in person. • Hear multiple conversations simultaneously, distinguishing between voices and sources to obtain relevant information quickly and accurately.
- Remain calm in an extremely stressful environment. • Respond to calls for service promptly and accurately. • Get along with and successfully communicate with co-workers, personnel in other agencies, and especially the public.
- Work as part of a team and independently when required. • Accurately read maps and give directions. • Perform Public Safety Communications functions rapidly and proficiently.
- Type on computer keyboards while reading from protocol while conversing on the radio. • Operate keyboard proficiently, with good spelling skills in order to successfully input calls in CAD and PROQA systems. • Work well within an operational Chain of Command.
- Adjust to a highly disciplined field of work. • Deal effectively and calmly with people in stressful situations and the public, demonstrating good customer service skills over the phone. Required Qualifications (Note: Any acceptable combination of education, training and relevant experience that provides the above knowledge, abilities and skills may be substituted on a full-time year for year basis.) Training and/or Education: High School diploma or GED equivalent.
Experience: One year experience in an emergency service environment or work experience with data entry/keyboard functions, answering phones, and involving contact with the public in person. Licenses or Certificates: None Special Requirements: Must be at least 18 years of age at time of application. Subject to criminal records check and detailed background investigation which includes a polygraph examination.
Successful completion of “Criticall” testing. Successful completion of a typing test with a minimum 35 WPM. Work involves handling highly stressful calls, and giving basic first aid and life-saving instructions.
Must successfully complete CPR, ETC, EMD, EPD, EFD, ICS-100A, ICS-200A, IS-700A, HAZMAT Awareness, Weapons of Mass Destruction Awareness, and Meters/CJIS Training within the probationary period and maintain all required certifications. Physical Demands: Operation of keyboard devices for sustained periods, sitting for lengthy periods. Using a headset for the entire work period.
Various noise levels and periods of high activity. Work is performed in a secure, windowless environment. Unusual Demands: Required to work weekends, holidays, and rotating 12 hour shifts to provide 24/7 coverage.
Subject to call in or to remain on the job with short notice for emergencies. This is an essential position. Must report to work as scheduled or remain as required during inclement weather, natural, and man-made disasters, etc.
FLSA Status: Nonexempt Public Safety Dispatcher Trainee Performs public safety communications work in a trainee position for the County's central communications Control Center. Work involves receiving emergency 911 and non-emergency calls for police, fire, rescue and emergency medical services, and dispatching such calls to the appropriate service. The work has unusual demands in terms of responding to callers under stress and requires emergency dispatch training.
The work is performed under direct supervision. Essential Job Functions Answers emergency 911 and non-emergency calls for Calvert County and enters data into the Computer Aided Dispatching System. Dispatches calls to appropriate service (police, fire, rescue, emergency medical service).
Operates computerized 911 Sentinel Patriot phone system successfully for all incoming 911 phone calls, as well as all other non-emergency phone calls received. Operates Computer Aided Dispatch (CAD), GIS (mapping), and emergency dispatch (Pro-QA) software systems in conjunction with receipt of 911 emergency and non-emergency calls. Uses TDD within the phone system to communicate with hearing or speaking impaired persons.
Receives reports of fire, medical emergencies, and law enforcement, and utilizing (CAD) processes information for rapid dispatch of emergency services. Provides emergency pre-arrival and/or post-dispatch instructions over the telephone for all emergency calls including, but not limited to CPR, bleeding control, and childbirth assist instructions. Monitors and operates a complex public safety radio 800 MHz Trunking system to dispatch calls.
Monitors the activity of and maintains radio contact with dispatched units from initial report to termination of event. Maintains communications with Maryland State Police (MSP) troopers from Prince Frederick Barrack for simulcast calls to Calvert County Sheriff’s Office and MSP. Dispatches and maintains communications with MSP Med-evac helicopters, Park Police Med-evac helicopters, and Med-Star helicopters for trauma fly-outs and searches.
Uses computer to enter data and access criminal justice information systems to obtain information for law enforcement officers. Records and maintains a log of daily 911 calls with the utilization of CAD and maintains records of fire, medical, and law enforcement activity. Monitors security cameras and County’s building alarm system and dispatches appropriate service when activated.
Places calls for repairs to radios, pagers and other communications devices. Makes after-hours emergency notifications for other County agencies. Complete and maintain required course work for mandatory ETC, CPR, EMD, EFD, EPD, CJIS/NCIC/METERS certifications and licenses; complete mandatory ICS-100A, ICS-200A, IS-700A, HAZMAT Awareness, and Weapons of Mass Destruction Awareness.
Performs all work as directed by the Division Chief and as established in the Standard Operating Procedures. Other Duties Performs related work as required. Performs routine daily housekeeping at the center.
Knowledge, Skills, and Abilities (These are pre-employment KSA that apply only to Essential Job Functions.) Knowledge of- • Modern office procedures and practices including operation of office equipment such as computers, printers, and fax machines. Ability to- • Learn Calvert County’s geography, roads, businesses, and neighboring counties. • Work in a fast paced, highly stressful, multi-tasking environment, in which all phone and radio transmissions are recorded.
- Speak clearly and distinctly to relay information in a precise manner over the phone, radio and in person. • Hear multiple conversations simultaneously, distinguishing between voices and sources to obtain relevant information quickly and accurately. • Remain calm in an extremely stressful environment.
- Respond to calls for service promptly and accurately. • Get along with and successfully communicate with co-workers, personnel in other agencies, and especially the public. • Work as part of a team and independently when required.
- Accurately read maps and give directions. • Perform Public Safety Communications functions rapidly and proficiently. • Type on computer keyboards while reading from protocol and/or talking on the radio, and operate mouse and foot controls while conversing on the radio and/or telephone.
- Operate keyboard proficiently, with good spelling skills in order to successfully input calls in CAD and PROQA systems. • Interpret and apply rules, regulations, policies, and procedures utilized in public safety dispatching. • Work well within an operational Chain of Command.
- Adjust to a highly disciplined field of work. • Deal effectively and calmly with people in stressful situations and the public, demonstrating good customer service skills over the phone. Required Qualifications (Note: Any acceptable combination of education, training and relevant experience that provides the above knowledge, abilities and skills may be substituted on a full-time year for year basis.) Training and/or Education: High School diploma or GED equivalent.
Experience: One year experience in an emergency service environment or work experience with data entry/keyboard functions, answering phones, and involving contact with the public in person. Licenses or Certificates: None Special Requirements: Must be at least 18 years of age at time of application. Subject to criminal records check and detailed background investigation which includes a polygraph examination.
Successful completion of “Criticall” testing. Successful completion of a typing test with a minimum 35 WPM. Work involves handling highly stressful calls, and giving basic first aid and life-saving instructions.
Must successfully complete CPR, ETC, EMD, EPD, EFD, ICS-100A, ICS-200A, IS-700A, HAZMAT Awareness, Weapons of Mass Destruction Awareness, and Meters/CJIS Training within the one year probationary period and maintain all required certifications. Physical Demands: Operation of keyboard devices for sustained periods, sitting for lengthy periods. Using a headset to listen to phone and radio for the entire work period.
Varying noise levels and periods of high activity. Work is performed in a secure, windowless environment. Unusual Demands: Required to work weekends, holidays, and rotating 12 hour shifts to provide 24/7 coverage.
Subject to call in or to remain on the job with short notice for emergencies. This is an Essential position. Must report to work as scheduled or remain as required during inclement weather, natural, and man-made disasters, etc.
FLSA Status: Nonexempt Public Safety Dispatcher I Performs public safety communications work for the County's central communications control center. Work involves receiving emergency 911 and non-emergency calls for police, fire, rescue and emergency medical services, and dispatching such calls to appropriate service. The work has unusual demands in terms of responding to callers under stress.
The work is performed under general supervision. Essential Job Functions Answers emergency 911 and non-emergency calls to the center and enters data into the Computer Aided Dispatching System. Dispatches calls to appropriate service (police, fire, rescue, emergency medical service).
Performs all work as directed by the Division Chief and as established in the Standard Operating Procedures. Develops and performs training for new hires and others as required. Uses computer to access criminal justice information systems to obtain information for law enforcement officers and other authorized personnel.
Prepares control cards and maintains logs of calls, complaints, tests, time checks and other actions. Maintains operating statistics. Monitors security cameras and County’s building alarms and dispatches appropriate service when activated.
Places calls for repairs to radios, pagers and other communications devices. Uses computer to enter data into computerized criminal justice information systems. Calls back 911 hang-ups to verify information; notifies police as appropriate.
Performs routine housekeeping at the center. Maintains procedure manuals and files. Tests equipment and devices at the center for proper operation.
Notifies parties of government closings at the discretion of county officials. Works well in a team environment. Other Duties May train Public Safety Call Takers/Dispatcher Trainees as assigned.
Performs related work as required. Knowledge, Skills, and Abilities (These are pre-employment KSA that apply only to Essential Job Functions.) Knowledge of- • Modern office procedures and practices including operation of office equipment such as computers. Ability to- • Respond to calls for service promptly and accurately.
- Speak clearly, listen well and relay information in a precise manner. • Handle stressful calls and dispenses technical and life threatening information • Perform Public Safety Communications functions quickly and efficiently. • Operate keyboard in a proficient manner.
- Understand and apply detailed procedures. • Work well within an operational Chain of Command. • Adjust to a highly disciplined field of work.
- Deal effectively with people in stressful situation and the public. Required Qualifications (Note: Any acceptable combination of education, training and relevant experience that provides the above knowledge, abilities and skills may be substituted on a full-time year for year basis.) Training and/or Education: High School diploma or GED equivalent. Experience: Two years of experience in a Public Safety Communications/Emergency Communications Center as a police, fire or medical dispatcher or one year as a Communications Officer Trainee with Calvert Emergency Communications.
Must have successfully completed ETC, EMD, EPD, EFD, and Meters Training. Licenses or Certificates: This position may require such certifications as mandated by the county, such as IAED Emergency Telecommunicator Instructor, Emergency Police/Fire/Medical Dispatch Quality Assurance, APCO Communications Training Officer, and applicable FEMA certifications. Special Requirements: Subject to background investigation (which may include a polygraph or voice stress examination).
Successful completion of the “Critical” examination. Physical Demands: Operation of keyboard devices for sustained periods. Unusual Demands: Required to work weekends, holidays, and rotating shifts to provide 24/7 coverage.
Subject to call in or to remain on the job with short notice for emergencies. FLSA Status: Non-exempt Compensation Steps: Position Open Continuously Call Taker - Grade 804: $22.69 - $25.99 per hour Dispatcher Trainee - Grade 805: $23.83 - $27.30 per hour Dispatcher I - Grade 807: $26.25 - $30.13 per hour Merit full-time position, 40 hours per week Department of Public Safety, Calvert Emergency Communications Calvert County Government offers a comprehensive benefits package designed to support employees' health, financial well-being, and work-life balance. Benefits include: • 15 days of sick leave • 10 days of annual leave • 5 days of personal leave • 13 paid holidays *14 in an election year • Defined Contribution Plan • 457(b) Deferred Compensation Plan • Medical, dental, and vision coverage • Flexible spending accounts • Up to 80% tuition reimbursement • Gym membership discounts Please Note: A complete application is required to be considered for a position within Calvert County Government.
All prior work experience, education, and other certifications should be entered into the application and supplemental questions should be answered completely. Attachments are not provided to hiring managers unless you are selected for an interview. Calvert County Government is committed to providing equal opportunity and reasonable accommodations for qualified individuals with disabilities.
If you require an accommodation to participate in the application or interview process, please contact Human Resources at recruitment@calvertcountymd.gov with as much notice as possible.