GENERAL REQUIREMENTS:
• Safety Sensitive position subject to Drug and Alcohol Testing
- Essential personnel subject to emergency call-back with little or no notice. Subject to
mandatory overtime as needed
- Must meet FBI and State of Maryland requirements for access to criminal justice information,
including U.S. citizenship and a criminal background check
- Successfully pass a pre-qualifying computer dispatch test
- Successfully pass pre-employment background check, including fingerprinting, motor vehicle
history, work history, criminal history, and references
- Successfully pass pre-employment physical examination
- Successfully pass pre-employment psychological testing
- Must be able to work weekends and holidays
- Must be able to work day shift and night shift
- Must maintain confidentiality and professionalism in high-stress environments
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
• Using training and policies, receive and process requests for emergency services; answering
them professionally, recognizing if a call is received from telephone, SMS/text, MMS/video,
TTY/TTD, or an automated data feed from telematic sensors
- Interpret sensor data, images, and verbally communicated information to triage, prioritize,
and initiate the correct emergency response
- Using knowledge of law enforcement, fire, and EMS protocols, prioritize and sequence calls
promptly in a limited time with limited or no supervision
- Demonstrate clear and effective communications with internal and external customers,
inclusive of active listening, call control, judgment, respect, and empathy
- Provide pre-arrival medical, fire, and police instructions during high-stress situations,
including CPR, childbirth, hemorrhaging, active shooters, and entrapments
- Manage challenging callers using appropriate handling of distressed, autistic, hearing-
impaired, elderly, angry, and foreign-language-speaking callers
- Provide direct counseling to suicidal persons, domestic violence victims, and children
- Ascertain incident information by obtaining and verifying caller information and location,
determining the nature of the incident, and all available data, including but not limited to
automated data, text, and multimedia messaging, and relaying that information to emergency
responders verbally and digitally
- Coordinate with language translation operators and crisis counselors on multi-party calls as
needed
- Make use of sensor data, maps, and GIS resources to ascertain the location of an
emergency when a caller is not familiar with their surroundings or in an area lacking street
addresses
- Operate complex public safety technology systems, inclusive of Computer Aided Dispatch
(CAD), Records Management Systems (RMS), Criminal Justice Information Systems
(CJIS/NCIC), Geographic Information Systems (GIS), teletypewriter (TTY), computer-based
call handling equipment (CHE), and complex computer-based and hardware radio consoles
- Notify key personnel of critical incidents, using judgment to determine the need to contact
other law enforcement and public safety agencies for additional information and resources as
needed, or relaying information regarding incidents for situational awareness
- Activate mass community warning and notification systems to inform the public of impending
critical information related to such things as severe weather impacts, potential injury, or life-
safety events
- Manage chain of custody for records/documentation used in court proceedings and legal
discovery
- Maintain up-to-date knowledge of procedures as outlined in the Standard Operating
Procedures
- Maintain certification in Miles, CJIS, NCIC EMD, EPD, and EFD along with CPR/AED training
- Maintain security procedures for 911 Center and Department Offices
