Duty Officer

Overview

DecisionPoint Corporation is seeking a Duty Officer to provide onsite support to a 24/7 Emergency Operations Center (EOC) . This role will triage and track emergency communications and requests, support Incident Management Structure (IMS) responses, maintain shift-change reporting, assist with COOP activities, and participate in emergency response drills and activations.

This is a 100% in person position. Telework may be allowed, occasionally, if approved by technical monitor and COR.

• Complete the comprehensive Duty Officer training program and provide support services for the 24/7 Emergency Operations Center (EOC) staff.
• Receive, assess, and report information in accordance with existing Standard Operating Procedures (SOPs) and protocols; receives response-related reports from, and distributes response-related reports to, internal and external partners, per written guidance.
• Triage response-related Requests for Information (RFI), for Assistance (RFA), or Resources (RFR) when received. Coordinates with response task forces and teams to meet support requirements.
• Participate in meetings, briefings, and working groups, and contribute to reports and other feedback mechanisms.
• Collaborate with the operations team and respective stakeholders to revise response-related documents, processes, etc. based on feedback and reports.
• Maintain a shift change log for briefing the oncoming shift and lead the combined shift change brief.
• Support and participate in drills, training sessions, and exercise activities.
• Provide assistance during national or localized emergency situations, with the ability to work extended hours as required.
• Track and log all incoming calls, faxes, and emails to the EOC REPORT mailbox using established logs and the EOC call log system (ECLA).
• Answer telephone calls within two rings and triage communications from the public health community, the public, CDC staff, and government agencies both domestically and internationally.
• Ensure that all call entries are complete, accurate, and meet quality standards, including the 5 Ws (who, what, when, why, where) to document actions, consultations, and dispositions.
• Log any follow-up emails containing updates related to incidents or events into the ECLA system.
• Document the closeout and final resolution of calls in the call database system.
• Collect, analyze, and maintain quality control of call data.
• Generate call reports daily (24-hour), monthly, annually, or as requested by Branch Leadership.
• Provide weekly summaries of call volume and categories.
• Facilitate training of staff to promote consistent understanding and adherence to call triage procedures.
• Provide dedicated support to Continuity of Operations Plan (COOP) activities.
• Update emergency notification contact lists as directed by the CIO EC or Lead.
• Update protocols and procedures for triaging incoming calls as required.
• Assist action officers with follow-up on critical EOC actions during responses.
• Support Incident Management Structure (IMS) responses through task tracking, information triage, staff rhythm development, and meeting management.

• Ability to obtain a Public Trust clearance.
• BA/BS in Public Health, or similar, with 2+ years experience OR equivalent of 5+ years work experience and has experience in an Emergency Operations Center environment.
• Advanced communication skills; ability to effectively communicate needs at all briefings to assist with operational strategy and interpersonal communication via telephone, email, and business etiquette with both internal and external points of contact.
• Attention to detail, proofreading skills, and ability to identify gaps in existing resources.
• Ability to multitask in emergency situations.
• Ability to adapt and be flexible with a strong sense of urgency.
• Can demonstrate strong leadership skills, ability to coach and train, problem-solving skills, customer service orientation, adaptability, teamwork and collaboration, cultural competence, and technical proficiency.

EEO and Aff… Pay Transparency Policy:
In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired