911 Specialist II

LOCATION: Queen Anne's County, Maryland

SCHEDULE: 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 grade. This experienced position provides a full range of operational duties in a 24-hour Public Safety environment. 911 Specialist II’s responsibilities include, but are not limited to, responding to various service requests from external and internal customers, including emergency and non-emergency requests, providing pre-arrival instructions, dispatching appropriate Fire, EMS, 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 II reports to 911 Specialist III, 911 Specialist Sergeant, 911 Specialist Lieutenant and the Assistant Chief of Communications within Queen Anne's County.

• Provide cordial, responsive, accurate, and positive internal and external customer service.
• Demonstrate a thorough understanding of computer systems used for data entry and information retrieval including, but not limited to, VESTA, Tyler Enterprise CAD, Pro-QA, and METERS/NCIC.
• 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 within the Communications Division.

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

ability to interpret and apply a variety of instructions furnished in written, oral, or schedule form; ability to type 30 words per minute at minimum; ability to perform all functions of a 911 Specialist I independently and with minimum supervision. After appropriate orientation and training, ability to maintain proficiency with various computer programs and ability to perform…