This position is in the 911 Emergency Operations Division of the Office of Unified Communications (OUC). 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.

Duties and Responsibilities

The Telecommunications Equipment Operator will learn and successfully demonstrate proper telephone etiquette and communication tips, perform basic computer functions including, tracing incomplete call information, processing and route calls using CAD, Sentinel and Google maps, etc. He/she will receive and input confidential data from various law enforcement agencies. The incumbent should understand and successfully demonstrate the importance of active listening and obtaining accurate information from callers.

The incumbent will learn and successfully demonstrate the importance of the relationships between the call taker, dispatcher and our first responders. He/she must have the ability to type information quickly and accurately from callers into a CAD system. The incumbent will be required to read and comprehend manuals and standard operating procedures, successfully pass examinations to exhibit comprehension, learn popular and specific landmarks within the Metropolitan Area and learn techniques to calm hysterical or irate callers and utilize the Language Line to understand non-English speaking citizens.

Qualifications and Education

Specialized experience is experience which is directly related to the position which has equipped the individual with the knowledge, skill, and abilities to successfully perform the duties of the position. To be creditable, one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression.

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

Screenings will take place every fifteen (15) days and candidates may be identified and a selection may be made before the closing date of the job announcement. Candidates selected will not be onboarded before January 14, 2024.

Tour of Duty: 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. 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-0390-05

Promotion Potential: CS-07

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.

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: Applicants claiming "Residency Preference” will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.

EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, sex (including pregnancy), national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, or any other legally-protected status within the limits imposed by applicable District and federal laws and regulations.