911 Specialist

Queen Anne's County, Maryland

24-hours on, 72-hours off. Each shift begins at 7:00AM and ends at 7:00AM the following day.

The salary for this position is the minimum of the range. This entry level position provides a full range of operational duties in a 24-hour public safety environment. 911 Specialist’s responsibilities include, but are not limited to, responding to various service requests, providing pre-arrival instructions, dispatching appropriate Fire, Emergency Medical Services, Law Enforcement and Animal Control units, elicit necessary information and relay information to dispatchers, staff and other local and state agencies as needed, and responding to various radio transmissions from Public Safety and local government agencies.

911 Specialist I reports to 911 Specialist III, 911 Specialist Sergeant, 911 Specialist Lieutenant and the Assistant Chief of Communications with in Queen Anne’s County.

• Provide cordial, responsive, accurate, and positive internal and external customer service.
• Use various computer systems, e.g. VESTA and Tyler Enterprise CAD, for data entry and information retrieval.
• Receive emergency and non-emergency calls, including 911, text to 911, ASAP to PSAP, calls from the public and EMS, Fire, Law Enforcement, Animal Control, and mutual aid partners.
• Impacts lives by providing pre-arrival instructions.
• Conform to established Communications Standard Operating Guidelines (SOG).
• Determine priority of Emergency calls utilizing National Academy of Emergency Dispatch Pro-QA protocols.
• Dispatch appropriate Fire, EMS, Law Enforcement, Animal Control, local government and mutual aid partners via radio and/or phone as appropriate utilizing Tyler Enterprise CAD.
• Receive and respond to radio transmissions from public safety and local government units.
• Monitor safety of field units.
• Maintain appropriate security and confidentiality of information created or obtained in the performance of duties.
• Interface with department and partner agencies to request support or services for field units, e.g. towing companies and utilities.
• Coordinate and document logistics and multi-agency resource allocation.
• Maintain accurate documentation in a timely manner in all Calls for Service in Tyler Enterprise CAD.
• Participate in committees and attend meetings about the Communications Division.
• Required to maintain a quality assurance level at or above the Agency Cumulative
• Performance value calculated quarterly though AQUA.
• Perform other public safety functions and duties as directed by 911 Specialist III, 911 Specialist Sergeant, 911 Specialist Lieutenant and the Chief of Communications with in the Department of Emergency Services.

• Basic knowledge of the processes and procedures of telephonic and texting communications.
• Ability to communicate efficiently during emergencies, both orally and in writing.
• Skilled in map reading; paper, and computer.
• Ability to calm others and remain calm under stressful situations.
• Knowledge of basic computer operations to include Microsoft Office Software.
• Ability to type a minimum of 30 words per minute at minimum.
• Basic understanding of the geography of Queen Anne's County and its subdivisions.

Thoroughly conversant with the English language; ability to read and understand documents such as operating and maintenance instructions and procedure manuals and efficiently apply such information; ability to prepare and maintain written logs, reports, and memoranda that are legible; ability to add, subtract, multiply, and divide into all units of measure; ability to solve practical problems and deal with various concrete variables in situations where only limited…