Closing Date:
04/03/2024

CLASS TITLE: Call Center Operator - 1st shift

REPORTS TO: Supervisor, Call Center Operations

DEFINITION: Staffs the emergency call center for the Department of Facilities Management & Strategic Planning. Operates, monitors, and responds to various alarm systems including building security, fire, and critical equipment alarms. Notifies the appropriate authorities in emergencies. Dispatches personnel as needed. Receives and processes requests for building maintenance services.

ESSENTIAL DUTIES:

Monitors electronic alarm systems. Dispatches security patrol officers and others. Receives and responds to emergency calls for assistance. Produces written reports and documents security activities.

Receives and responds to service calls from schools and offices. Operates a computerized maintenance management system to enter work orders.

Views security camera footage to identify and resolve security issues, and to copy footage for police investigations.

Communicates with mechanical, electrical, general maintenance, energy management, security, environmental, engineering and construction, operations, grounds, and contract maintenance groups to report various facilities management and maintenance issues.

Performs other duties as assigned.

MINIMUM QUALIFICATIONS:
Education, Training and Experience:
Possession of a high school diploma or an appropriate equivalent.
Four years of experience in the field of security, law enforcement, or building maintenance.
Experience in emergency dispatch is preferred.

Knowledge, Skills, and Abilities:
Knowledge of building security and safety practices. Knowledge of personnel computers and office software applications. Knowledge of facility operation, maintenance, repair, and construction. Knowledge of the principles and practices of customer service.
Skill in the operation of personal computers. Skill in the use of word processing, spreadsheet, and database programs. Skill in providing customer service. Skill in effective communication. Skill in keeping records and preparing reports.
Ability to establish and maintain effective working relationships with school-based administrators, co-workers, and representatives of other offices and departments.

PHYSICAL AND ENVIRONMENTAL CONDITIONS:
The work of this class is generally sedentary and performed in an office environment.

CONDITIONS OF EMPLOYMENT:
Persons appointed to this class are designated as essential personnel and as such are required to work during emergency events, subject to call to duty, and may be required to work beyond their normally scheduled hours with little or no advanced notice.

Work schedules will include nights, weekends, and holidays. Employees in this class may be assigned to any of three shifts so that twenty-four hour coverage of the central monitoring station is maintained.

FLSA: Non-exempt

SALARY: Grade 07 on the AFSCME Pay Scale ($21.77 to $29.82 per hour)
1st shift Monday - Friday 6:00 a.m. - 2:30 p.m.

Eligible for the Baltimore County Employees’ Retirement System

NON-DISCRIMINATION STATEMENT
The Board of Education of Baltimore County does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, or veteran status in matters affecting employment or in providing access to educational programs or activities and provides equal access to the Boy Scouts and other designated youth groups. Inquiries regarding the Board’s nondiscrimination policies should be directed to: EEO Officer, Office of Equal Employment Opportunity, Baltimore County Public Schools, 6901 Charles Street, Building B, Towson, Maryland 21204 (443-809-8937). There is a compliance officer responsible for identifying, preventing, and remedying prohibited harassment concerning students. Complaints of harassment should be directed to the executive director, Department of School Safety and Security, 9610 Pulaski Park Drive, Suite 219, Baltimore, Maryland 21220 (443-809-4360).

Application Instructions
Please read and carefully follow the instructions provided below.

• Applicants are required to have a completed application on file for employment with the Baltimore County Public Schools, and a separate completed application must be submitted for each position and location in which you are interested.
• Professional references must be submitted to complete your application. Examples of professional references include current and former principals, supervisors, managers, mentor teachers and university/college supervisors. Personal references from colleagues, friends, community members, etc. will not be accepted.
• Be sure to account for all periods of employment and unemployment, including student teaching and internship experience, and include names, addresses, and telephone numbers of employers.
• Be sure to answer all criminal background questions. If you answer "yes" to any of the criminal background questions you must provide a written explanation. A criminal offense does not necessarily exclude an applicant from employment with BCPS. Factors such as passage of time since the offense, the nature of the violation, and the extent of rehabilitation will be taken into consideration.

Pre-Employment Requirements:

• All persons employed by the Baltimore County Public Schools, regular and temporary, are required to be fingerprinted and have a criminal background investigation (State of Maryland, Senate Bill 315, effective October 1, 1986) completed. The fee charged for fingerprinting is $109.00
• An identification card will be issued which must be shown prior to employment.
• Anyone offered employment is required to provide proper identification and documentation of eligibility for employment in the US.
• If you have military experience you will be asked to provide a copy of DD214.
• Official transcripts for all higher education must be received prior to contract signing.
• Some positions will require employees to undergo a physical examination and/or drug testing.
• All newly hired personnel must attend a Benefits session.
• Additional job verification will be required for salary credit.

Contact Information
TiErra Johnson, HR Analyst
6901 N. Charles Street, E Building
Towson, Maryland 21204
Phone: 443-809-7872
Fax: 410-887-787