Telecommunications Equipment Operator

This position is in the 911 Emergency Operations Division of the Office of Unified Communications. 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 Computer Aided Dispatch (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

Applicants must have at least one (1) year of specialized experience equivalent to the Grade 04 level, or its non-District equivalent. Specialized experience is experience which is in or directly related to the line of work of the position and has equipped the applicant with the knowledge, skills, and abilities to successfully perform the duties of the position. Basic knowledge of the Washington, D.C. metropolitan area and it’s jurisdictions.

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.

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. May be required to reach with hands and arms and stand.

Other Significant Facts

Screenings may 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.

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.

Duration of Appointment: Career Service (Permanent)

Promotion Potential: CS-07

Pay Plan, Series and Grade: CS-390-05

Salary Range: $47,549.00 – $59,114.00

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.

Vaccination Requirement: The Government of the District of Columbia values the safety of our employees, our residents, and our visitors. In support of these values, if you are selected for this job, you must be fully vaccinated against COVID-19, to include all eligible boosters, except when vaccination is not medically advised or violates your sincerely held religious beliefs. If you are invited to join our team, you must submit proof that you are fully vaccinated against COVID-19 to your initial HR representative, or you must request an exemption from your representative.

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, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability. Sexual harassment is a form of sex discrimination, which is also prohibited. In addition, harassment based on any of the above-protected categories is prohibited.

Career Pathway 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.