Non-exempt; full-time; 40 hours per week; varying schedule; rotating shifts; full-benefits

This skilled position is responsible for the receipt and processing of emergency and non-emergency calls for public safety services timely and accurate deployment of appropriate public safety personnel and apparatus to the location of emergencies. Training and supervision are received from the Department of Emergency Communications (DEC) Manager or Emergency Communications Specialist IV with oversight from a DEC Administrator, Assistant Director, and/or the Director. This position answers phones, processes calls and dispatches services for one or more departments.

NOTE: The upper pay range reflects possible wage rates for internal County transfers and promotions, which are calculated per County policy. For external hires, offers are made at the base wage rate.

Frederick County Government values the principles of diversity and inclusion, and strives to ensure equal opportunities for its workforce, applicants and community members. If you are a person who wants to make a difference, give back to your community, and be a voice for change, apply to Frederick County Government today.

TOTAL COMPENSATION PACKAGE:
Frederick County offers an extensive compensation package to reflect how highly we value our employees. The following is what you can expect in your first year as a full-time benefited Frederick County Government employee.

• 11 days of Vacation leave with increase after 2 years of employment
• 15 days of Sick leave with unlimited annual carryover
• 11 paid holidays, plus 2 additional floating holidays (10 and 11 month employees may not receive all holidays)
• Day 1 coverage of comprehensive Medical Insurance Plan options to include generous County Health Savings Account (HSA) contribution (if enrolled in the high-deductible plan). This is part of a full range of benefits including Dental, Vision, and Flexible Spending
• Employee Health Center with no or low-cost primary and urgent care
• 100% County paid 2x annual salary Group Term Life Insurance and Accidental Death & Dismemberment (AD&D) benefit
• County and Employee funded Defined Benefit Pension Plan
  • Vesting after 5 years of service
  • Additional service credit for eligible previous public service, military service, etc.
• Work/Life balance programs include: Employee Assistance Program and Employee Wellness Program
• Generous Tuition Reimbursement Program
• Other employee-paid benefits such as Deferred Compensation Plan, Legal Resources, Supplemental Life Insurance, Critical Illness, Accident, and Hospital Indemnity Insurance, Lifetime Benefit with Long Term Care plan

NOTE: Benefited employees will accrue service and leave based on the FTE and/or hours worked per calendar year.

For more information, visit our benefits page on the Frederick County Government job opportunities webpage.

• Receive and process incoming calls of emergency (911), non-emergency, informational and business nature under supervision
• Utilizing a protocol-based call processing systems obtain necessary information facilitating the dispatch of appropriate public safety personnel, apparatus or resource
• Provide assistance to callers requesting Emergency Medical Services (EMS), Fire-Rescue, Law Enforcement, and other Public Safety Services
• Communicate with EMS, Fire-Rescue, Law Enforcement and affiliated agencies personnel and equipment
• Monitor incidents and situational developments to coordinate the utilization of essential services and resources
• Monitor incidents and situational developments for requests or instructions regarding the dispatch of additional apparatus, equipment, or personnel
• Comprehend and execute instructions communicated by supervisors, field personnel, officers, officials, or incident commanders
• Dispatch required apparatus, resources, equipment, or personnel in accordance with standard operating policies and procedures
• Alert other jurisdictions when necessary
• Operate computer aided dispatch (CAD) system and other computer software products
• Maintain computerized and manual records
• Relay information to appropriate officials or agencies
• Operate public safety radio consoles and maintain communications with allied EMS, Fire-Rescue, Law Enforcement, and associated Local, Municipal, County, State, and Federal government agencies
• Operate Text-to-911 and TTY equipment (telephone equipment for persons who are hearing/speech impaired)
• Handle multiple tasks and track multiple in-progress incidents simultaneously while developing proficiency under supervision
• Perform other related duties as required

The qualifications/requirements, knowledge/skills/abilities and physical requirements or working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job

• High school graduation or the equivalent
• Minimum age 18 years
• Possession of a valid driver's license
• Possession of valid International Academies of Dispatch (IAED) Emergency Medical, Emergency Fire, and Emergency Police Dispatch (EMD, EFD, EPD) certifications (non-IAED equivalents will not be considered)
• Minimum 6 months of 911 / emergency communications call processing work experience for police, fire and medical requests

• Ability to obtain and maintain State of Maryland (MIEMSS) Emergency Medical Dispatcher Certification
• Ability to obtain and maintain National Criminal Information Center (NCIC) access
• Ability to maintain re-certifications as due through IAED
• Knowledge of Frederick County geography and surrounding areas
• Effective keyboarding/data entry skills in order to accurately enter information during conversation with callers
• Ability to effectively utilize computer aided dispatch (CAD) system and other automated information systems
• Knowledge of fire rescue and law enforcement disciplines
• Ability to effectively read maps and give directions
• Ability to work with sensitive information and maintain confidentiality
• Strong and effective spoken and written (English) communication skills, including the ability to speak clearly and distinctly, and to accurately summarize and describe information with correct, precise terminology
• Ability to develop and maintain effective working relationships with co-workers, user agencies and the general public
• Ability to perform quickly and effectively in emergency situations
• Knowledge of county, towns, road names, landmarks, and directions of travel on routes and highways
• Knowledge of surrounding jurisdictions
• Knowledge of Departmental policies and procedures
• Skilled in the use of relevant technology and equipment
• Ability to multitask
• Ability to communicate appropriately and maintain composure when responding to callers
• Ability to calmly and accurately provide potential lifesaving instructions in high stress situations
• Ability to gather and process information in a timely manner
• Ability to deal with uncooperative callers
  
  

• Additional years of 911 / emergency communications call processing experience for police, fire and medical requests
• Additional call center work experience
• Radio/dispatch experience for fire/rescue and/or police
• Data entry work experience
• Customer service work experience
• Experience utilizing Motorola Premier One CAD
• Experience utilizing VESTA phone systems
• Communications Training Officer (CTO) certification
• Emergency Dispatch Quality Assurance review training through IAED (EMD-Q, EFD-Q, EPD-Q)
• IAED Emergency Telecommunicator Basic Course (ETC)
• IAED Emergency Telecommunicator Basic Course Instructor (ETC-I)
  

• While working in this position, the employee is required to constantly sit, reach and perform repetitive motions; and occasionally drive
• While working in this position, the employee is required to constantly work indoors and in a noisy environment

• Employees in this classification are designated as Essential. An Essential Employee means the employee is considered necessary for the operation of County services. Essential Employees are required to report to work in the event of a weather incident, general emergency, or disasters when County offices are closed. They may be required to work overtime with little or no advance notice and may be required to report to work in emergency situations and/or after hours.
• Required certifications must be maintained throughout tenure of employment
• Ability to provide own transportation to meetings and work locations, as needed
• Available to work all shifts as assigned, including weekdays, weekends, nights and holidays
• This position is subject to system-wide team reassignment or reassignment to a rotating shift schedule
• This position is subject to random drug testing
• The probationary period for this position is 12 months
• This position is designate as security-sensitive, requiring satisfactory background investigation, conducted by the Frederick County Sheriff's Office, in accordance with established Frederick County policy

Frederick County Government is committed to providing an inclusive work environment and complies with all applicable laws and regulations regarding workplace accommodation, including for individuals with disabilities. Applicants who require reasonable accommodation during the application and hiring process may contact the Talent Acquisition section of Human Resources. Inquiries about accommodations can be sent to Recruitment@FrederickCountyMD.gov