Emergency Communications Specialist IV

Non-exempt (compensatory and/or overtime eligible); full-time; 40 hours per week; varying schedule; full benefits

This lead-level position provides operational supervision and technical leadership within the Emergency Communications Center, directing the work of Emergency Communications Specialist I–III staff and assuming the responsibilities of the DEC Manager when assigned or in the Manager’s absence. Responsibilities include overseeing daily communications center operations, monitoring staffing and performance, ensuring compliance with protocols and standards, and coordinating complex or high-risk incidents across multiple public safety disciplines. Work involves evaluating operational effectiveness, resolving procedural or performance issues, and making independent decisions that affect center-wide service delivery, responder safety, and regulatory compliance. Employees at this level maintain proficiency in call-taking and dispatch functions while providing guidance, training, and direction to staff. Work is performed with significant autonomy and requires advanced technical expertise, sound judgment, and the ability to manage operations in a dynamic, high-pressure environment.

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.

• Monitor and evaluate day-to-day activities from the operations area of the Emergency Communications Center (ECC)
• Assure timely and accurate deployment of equipment and personnel
• Monitor communications center activity levels, to develop and provide appropriate staffing recommendations to the DEC Manager
• Oversee individual performance by verifying that both telephone and radio systems are operated correctly, protocol administration is thorough, while authenticating records are complete and accurate
• Advise staff appropriately regarding departmental policy, procedure, and protocol administration
• Ensure the appropriate utilization of Standard Operating Procedures
• Perform notifications to utility companies, fire investigators, hospitals and other affiliated agency partners
• Operate public safety radio consoles and maintain communications with allied Fire-Rescue, Emergency Medical, Police, and associated County and State agencies
• Enforce compliance to the application of International Academy of Emergency Dispatch Protocols
• Provide input to the DEC Manager for staff's performance appraisals
• Complete documentation as necessary, which may include but is not limited to citizen complaints, procedural issues, staff deficiencies, personnel matters, equipment failures, Freedom of Information Act requests, and requirements from our agency partners
• Assist the assigned Manager with preparing daily position assignments
• Monitor and maintain the status of public safety personnel and equipment, analyzing situations accurately to take effective actions in ensuring officer and firefighter safety
• Monitor public safety responders during calls for service, respond to their requests, coordinate secondary resources, and answer 311 switchboard calls
• Forward appropriate information regarding complaint or inquiry pertaining to procedural concerns, protocol inefficiencies, personnel matters, staff deficiency, or equipment failure to the appropriate DEC Manager, DEC Administrators, Assistant Director and/or Director
• Communicate staff issues to the appropriate DEC Manager, DEC Assistant Administrators, DEC Administrators, Assistant Director and/or Director
• Attend and participate in trainings, meetings, and public education events
• Provide assistance to callers requesting Fire-Rescue, Police, and other Public Safety Services
• Collect information from or for the National Weather Service
• Establish and maintain control quickly over situations as they develop, by making reasonable and effective decisions
• Operate KRONOS Workforce TeleStaff scheduling software, computer aided dispatch (CAD) system, telephone call handling equipment, Criminal Justice Information Systems
• Participate in committee assignments
• Maintain continuing education coursework as needed
• Perform other related duties as required

To perform this job successfully, an employee must be able to perform all essential functions satisfactorily. Any employee's position may not be assigned all functions or equipment listed above, and the examples may not cover all functions or equipment that may be assigned. Reasonable accommodations may be provided to enable individuals with disabilities to perform their essential functions.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 equivalency

• Minimum 5 years emergency communications center work experience which must include at least 1 year work experience actively performing all duties of the following disciplines: 9-1-1 call taking and all dispatch positions to include, police, fire-rescue, and emergency medical services dispatch

• Possession of a valid driver’s license

KNOWLEDGE / SKILLS / ABILITIES:
A successful incumbent operating in this role displays the following:

• Possession of current International Academy of Emergency Dispatch (IAED) Emergency Medical, Fire, and Police Dispatch certification or comparable Emergency Call Taking certifications for Medical, Fire and Police Dispatch - applicants with comparable certifications will be required to obtain IAED EMD, EFD, & EPD certifications within 180 days of employment

• Possession of current CN2 NCIC access level certification or are required to obtain within 180 days of employment.

• Possession of valid Maryland Institute of Emergency Medical Services (MIEMSS) certification in Emergency Medical Dispatch (EMD), or are required to obtain MIEMSS certification within 180 days of employment

• Possession of current National Emergency Number Association (NENA) or Association of Public-Safety Communications Officials (APCO) certification as a Communications Training Officer (CTO), or the ability to obtain this certification within 180 days of employment

• Possession of IAED certification in EMD-Q, EFD-Q, and EPD-Q or comparable with the ability to obtain the IAED certifications within 180 days of employment

• Advanced knowledge of laws, regulations, and requirements regarding Emergency Communications and 9-1-1 Emergency Communications Centers 

• Knowledge of the International Academy of Emergency Dispatch Protocol Systems 
• Knowledge of the principles of emergency services as it relates to the provision of behavioral health support to public safety personnel 
• Ability to obtain and maintain Emergency Communications Specialist certifications, in medical, fire and police dispatch (International Academy of Emergency Dispatch) within 1 year of hire
• Ability to perform all duties associated to the Emergency Communications Manager’s position 
• Ability to utilize necessary technology, including 911 telephone, computer aided dispatch, logging systems, and microwave communication networks 
• 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 
• Advanced ability to communicate appropriately and maintain composure when responding to callers 
• Advanced 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 direct and lead other Emergency Communications Specialists

PREFERENCE MAY BE GIVEN FOR:

• Call center experience working with a population of 125,000 residents
• Current possession of IAED certification in EMD-Q, EFD-Q and EPD-Q or comparable quality assurance call reviewing certification for Police, Medical and Fire events

PHYSICAL REQUIREMENTS / WORKING CONDITIONS: 

• While working in this position, the employee is required to constantly sit; and occasionally push over 40 pounds 
• While working in this position, the employee is required to constantly work indoors; and occasionally in noisy environment 

• Failure to meet or maintain the minimum qualifications or additional requirements may result in disciplinary action up to and including termination
• 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 (current employees will undergo a 3-month probationary period)

KIND OF EXAMINATION (may include):

1. An evaluation of training and experience
2. A written examination
3. Related skills testing
4. One or more interviews
5. A Security-Sensitive background investigation
6. A pre-employment psychological examination
7. A pre-employment drug test and physical examination