911 Call Taker/Dispatcher (Police Communications Operator I/II)

Position Description

Anne Arundel County is excited to announce the opportunity for 911 Call Taker/Dispatcher (Police Communications Operator I/II). The Police Communications Operator I (Call Taker) and Police Communications Operator II (Dispatch) are full-time, permanent, safety-sensitive positions located in the Communications Center of the Anne Arundel County Police Department.

The PCO I is specialized work in receiving messages and citizen calls for police service in the Police Communications Center during an assigned shift. Salary: $23.33 - $36.37 hourly.

The PCO II is specialized work in receiving and dispatching messages in the Police Communications Center during an assigned shift. Salary: $24.50 - $38.24 hourly.

Anne Arundel County Police Department is offering a $5,000* hiring bonus for NEW Police Communications Operators. *NOTE: $2,500 upon successful hire & classroom training and $2,500 upon successful completion of 1-year period.

Any applicant with prior experience within the past two (2) years as a "9-1-1- Specialist"** as determined in the Annotated Code of Maryland Public Safety Article Title 1-301(n); and who has successfully completed a "Basic Telecommunicator Course" *** is eligible for an additional $2,500 bonus upon successful completion of 1-year period. Documentation**** for the successful completion of the course is required prior to hire.

**A "9-1-1- Specialist" can be defined as an employee of a county public safety answering point, or an employee working in a county public safety answering point, whose duties and responsibilities include:

(1) receiving and processing 9-1-1 requests for emergency services;

(2) other support functions directly related to 9-1-1 requests for emergency services; or

(3) dispatching law enforcement officers, fire rescue services, emergency medical services, and other public safety services to the scene of an emergency.

***"Basic telecommunicator course" means dealing with the basic skills required to function as a call taker or call allocator in a communications center.

****Prior experience will be determined upon possession of the below certifications that are current or within the two (2) year window.

1. National Academies of Emergency Dispatch (NAED) Emergency Communications Course (ETC)

2. National Academies of Emergency Dispatch (NAED) Emergency Medical, Fire or Police Dispatch protocols certification

3. NENA Telecommunicator Core Competencies course

4. APCO Public Safety Telecommunicator I course

5. State mandated certification

COME JOIN US AT THE OPEN HOUSE!

Candidates who are interested in applying, or have applied, are highly encouraged to attend the 911 Communications Recruitment VIRTUAL OPEN HOUSE. The Virtual Open House will be held hourly on the following dates/times:

Tuesday, April 30, 2024

Tuesday, May 14, 2024

Thursday, May 30, 2024

Thursday, June 6, 2024

All weekday times are :

Session #1 : 1600 - 1645 hours (4:00p - 4:45p)

Session #2 : 1700 - 1745 hours (5:00p - 5:45p)

Session #3 : 1800 - 1845 hours (6:00p - 6:45p)

You MUST register for a Virtual Open House session in advance.

Tuesday, April 30, 2024

https://aacounty.zoom.us/meeting/register/tZYsfu6gqT8vHtR3HMX94ET23E0pH3crKVXz

Tuesday, May 14, 2024

https://aacounty.zoom.us/meeting/register/tZ0kdeiorDgiHNOdFLNjnNa9J-qmE0_7bae-

Thursday, May 30, 2024

https://aacounty.zoom.us/meeting/register/tZcqdOihrTgiHNV-_SbZRM9UHOUFUZu8hGUS

Thursday, June 6, 2024

https://aacounty.zoom.us/meeting/register/tZErd-vpzsoGNL_Iibf0n_ucyQAw6Fx4GUe

NATURE AND VARIETY OF WORK

PCO I: Work involves responsibility for answering administrative lines, operating telephones, the 911 console, related communications equipment and performing related clerical tasks. These positions require fast, efficient, and accurate receiving, recording and processing of incoming calls for police service and other messages.

Work is performed independently within departmental procedures, rules and regulations, and is reviewed by superiors through observation, conferences, and reports.

PCO II: Work involves responsibility for operating telephone, teletype, two-way radio, and related communications equipment and for performing related clerical tasks. These positions require fast, efficient, and accurate receiving, dispatching, and processing of calls and messages from and to police vehicles and personnel.

Work is performed independently within departmental and Federal Communications Commission rules and regulations, and is reviewed by superiors through observation, conferences, and reports.

Examples of Duties and Knowledge, Skills and Abilities

(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential job functions of all positions in the class).

PCO I:

Rapidly and accurately process incoming calls, processing fragmented and/or complex information to determine the nature of the request.

Screen and route calls; provide general information and make referrals to other agencies and/or County departments.

Take and record messages; direct messages and calls in timely manner to proper person or agency; ensure that any logs are maintained in a neat, complete and up-to-date manner.

Operate the 911 Emergency Call Console including answering incoming emergency and non-emergency calls from the general public and other police and fire companies; route calls to the proper person or agency; rapidly and accurately interpret incoming information to initiate the proper response by either transferring calls, making referrals, relaying information or providing information or direction to the caller; or processing the information for police service.

Evaluate emergency information and conditions, respond in a controlled manner to stressful calls.

Classify information for calls for police service into proper CAD nature code. Gather pertinent information and document the information into proper CAD fields in a clear, concise, accurate and complete manner. Supplement events with additional information as needed. Access the CAD System information files as needed.

KNOWLEDGE, SKILLS, AND ABILITIES

Ability to learn and demonstrate the proper application of all policies and procedures as set forth in the Communication Section Standard Operating Procedures and other applicable written directives.

After training, demonstrate knowledge of the geography of the County and the location of streets and main highways.

Ability to learn the operation of the appropriate communications equipment utilized by Police Communications Operator I (call takers).

Ability to understand and follow moderately complex oral and written instructions.

Ability to speak clearly and concisely with a well modulated voice to provide understandable information in stress and non-stress situations to citizens and other involved agencies.

Ability to maintain records and to do miscellaneous routine clerical work.

Ability to operate a computer terminal to enter and retrieve information.

Ability to understand information received via telephone from citizens in extremely stressful situations.

PCO II:

Work involves responsibility for operating telephone, teletype, two-way radio, and related communications equipment and for performing related clerical tasks. These positions require fast, efficient, and accurate receiving, dispatching, and processing of calls and messages from and to police vehicles and personnel.

Work is performed independently within departmental and Federal Communications Commission rules and regulations, and is reviewed by superiors through observation, conferences, and reports.

The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential job functions of all positions in the class).

Dispatches police patrol cars and officers; maintains accurate account of the location of patrol cars; assists police officers in locating streets and addresses; maintains radio dispatch records; answers incoming radio calls from police units.

Receives and relays police information requested to the FBI, State Police, local and out-of-state police departments, and various other law enforcement agencies.

Obtains by computer information requested by patrol officers such as license plate checks for stolen cars and checks wanted persons by name and date of birth.

Notifies ambulances, towing services, road maintenance crews, signal lights crews, and the Fire Department when necessary.

Operates two-way radios, teletype machines, MILES communications terminal, and related communications equipment.

Makes entries into, and deletions from, automated files utilizing proper NCIC and MILES procedures.

Prepares and maintains necessary records and reports.

After training, uses a map to assist officer in locating streets and addresses responding to calls for service.

Using headset and telephone, listens to information and requests for police assistance made via 911 emergency lines. Talks with citizens on 911 telephone lines to obtain additional information about an emergency situation.

Uses a computer terminal to enter information about calls for services.

Work requires shift work and overtime.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of the geography of the County and the location of streets and main highways.

Basic knowledge of police functions and operations, relevant laws and statutes related to communications.

Ability to quickly learn the operation of teletype, radio, and other communications equipment in the communications center.

Ability to speak clearly and concisely with a well modulated voice as to provide understandable information to police officers, citizens and other involved agencies.

Ability to maintain records and to do miscellaneous routine clerical work.

Ability to establish and maintain effective working relationships with other employees.

Ability to operate a computer terminal to enter and retrieve information.

Ability to understand information received via telephone from citizens in extremely stressful situations.

Minimum Qualifications

PCO I: Graduation from high school or a GED; one (1) year of responsible work experience; and six (6) months or more of knowledge of data entry keyboard functions.

Note: The 'one (1) year of responsible work experience' may be substituted with one (1) or more years of college or university education, equal to thirty (30) or more college credit hours.

Note: Skill in data entry keyboard functions is defined as any electronic input, including but not limited to Computer Entry, Phone Entry, Tablet Entry, and other related electronic keyboarding input.

Glen Burnie High School Students Only: The required experience may be substituted with the successful completion of the County approved Police Communications Call Taker Training course offered by Anne Arundel County Public Schools (Glen Burnie High School). This class is specifically for Glen Burnie High School students and is not open to the public.

PCO II: Graduation from high school or a GED; two (2) or more years of experience with multi-faceted responsibilities; and skill in data entry keyboard functions.

Note: The 'two (2) or more years of work experience with multi-faceted responsibilities' may be substituted with two (2) or more years of college or university education, equal to sixty (60) or more college credit hours.

Note: Skill in data entry keyboard functions is defined as any electronic input, including but not limited to Computer Entry, Phone Entry, Tablet Entry, and other related electronic keyboarding input.

Glen Burnie High School Students Only: The required experience may be substituted with the successful completion of the County approved Police Communications Call Taker Training course offered by Anne Arundel County Public Schools (Glen Burnie High School). This class is specifically for Glen Burnie High School students and is not open to the public.

SELECTION PROCEDURES: Applicants will need to follow any or all of the following the procedures listed below:

• Applicants will complete the online application.
• Once the announcement closes, those applicants who meet the minimum qualifications will be required to take an aptitude (CritiCall) test that measures audio interpretation, multitasking, keyboarding, and data entry accuracy skills. An email will be sent with instructions to take the aptitude (CritiCall) test.
• Applicants who are successful with the aptitude (CritiCall) test will be invited to begin the initial background check and oral interview.
• Applicants who are successful with the oral interview are highly encouraged to attend a 2-hour call taking observation period and/or a 2-hour dispatch observation period at the 911 Communications Center.
• Applicants who are successful with the initial background check and oral interview will undergo a comprehensive background investigation.
• Applicants who successfully pass the comprehensive background investigation may receive a conditional offer of employment with Anne Arundel County Communications Section.

Supplemental Qualifications

NOTES:

An observation at the 911 Communications Center is HIGHLY ENCOURAGED of candidates who successfully complete the interview process; this will consist of a 2-hour call taking observation period and/or a 2-hour dispatch observation period.

Candidates must be able to work rotating shifts, weekends, overtime, holidays, and call back. This is a continuous 24 hour/365 day operation.

This position is safety sensitive and employees in these positions are subject to Controlled Dangerous Substance (CDS) and Alcohol testing.

The selection process includes a comprehensive background investigation.

UPON SUCCESSFUL COMPLETION OF TWELVE (12) MONTHS, EMPLOYEES HIRED AT THE MINIMUM RATE OF PAY FOR THE GRADE RECEIVE A 9% INCREASE FOR SATISFACTORY PERFORMANCE.

Employees in this classification are also eligible to receive longevity pay. An employee who completes continuous service with the County in the Police Communications Operator II classification will receive the following:

• 7 years of continuous service with the County - 5% increase of the current rate of pay
• 11 years of continuous service with the County - 10% increase of the current rate of pay
• 16 years of continuous service with the County - 15% increase of the current rate of pay
• 25 years of continuous service with the County - 18% increase of the current rate of pay

TESTING

CritiCall testing dates are tentatively scheduled for June 17, 2024, through June 28, 2024.

The CritiCall test is available online (remotely). You can access/complete the test from any computer that is fully compatible with the latest version of Chrome, Edge, and Firefox.

If you cannot complete the test remotely, please email Eric Stewart-Craig at pestew23@aacounty.org or call at (410) 222-7595 to make arrangements to take the CritiCall test onsite (in-person) at Anne Arundel County Government's Office of Personnel located at 2660 Riva Road, Annapolis, MD 21401. You must present a valid photo identification, preferably a driver's license, at check-in. Applicants without valid identification, regardless of reason, will not be permitted.

Click here (Download PDF reader) to access the CritiCall Candidate Test Preparation Guide.

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Check out the Police Communications Operator page on Anne Arundel County's website.