Telecommunications Equipment Operator
DC Department of Human Resources, Washington, District of Columbia, United States
Job Summary
The position is in the 911 Emergency Operations Division of the Office of Unified Communications (OUC). The mission of the Office of Unified Communications is to provide accurate, professional, and expedited service to the citizens and visitors of the District of Columbia. 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 will learn and apply all protocols for taking and processing emergency and non‑emergency calls for police, fire, and medical emergency services. The incumbent is responsible for serving as a first point of contact for the public and partner agencies, ensuring accurate and timely handling of information in accordance with established policies and procedures.
Duties and Responsibilities
Demonstrates professionalism, composure, and sound judgement when handling stressful or high‑risk situations.
Receives emergency (911) and non‑emergency calls from the public, partner agencies, and internal staff.
Elicits, verifies, and documents critical information including location, nature of the incident, and caller details.
Prioritizes calls based on urgency, risk, and established protocols.
Accurately enters call data, incident details, and disposition codes into Computer Aided Dispatch (CAD) and related systems.
Updates records in real‑time to reflect changes in incident status or resource assignments.
Applies working knowledge of telecommunications terminology, call‑taking protocols, and agency‑specific procedures to accurately interpret and document communications.
Qualifications and Education
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, and 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.
Individuals with bilingual skills are strongly encouraged to apply.
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.
Other Significant Facts
Tour of Duty : The facility operates 24 hours a day, 7 days a week. Incumbents will be required to work flexible and/or rotating 12‑hour shifts. Shifts could be altered and/or extended at any time with notice. Must be able to work all shifts, holidays, and weekends; mandatory overtime may be required.
Pay Plan, Series and Grade : CS‑0390‑08
Promotion Potential : None
Collective Bargaining Unit : NAGE R3‑07; may be required to pay an agency service fee through direct payroll deduction.
Position Designation : Safety Sensitive. Subject to mandatory pre‑employment and periodic Criminal Background Checks and Traffic Records Checks (as applicable). Must pass mandatory pre‑employment and random Drug and Alcohol Testing. Disqualified if marijuana is present. Designated as Essential; incumbent 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.
Career Pathways 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.
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, sex (including pregnancy), national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, or any other legally‑protected status within the limits imposed by applicable District and federal laws and regulations.
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The position is in the 911 Emergency Operations Division of the Office of Unified Communications (OUC). The mission of the Office of Unified Communications is to provide accurate, professional, and expedited service to the citizens and visitors of the District of Columbia. 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 will learn and apply all protocols for taking and processing emergency and non‑emergency calls for police, fire, and medical emergency services. The incumbent is responsible for serving as a first point of contact for the public and partner agencies, ensuring accurate and timely handling of information in accordance with established policies and procedures.
Duties and Responsibilities
Demonstrates professionalism, composure, and sound judgement when handling stressful or high‑risk situations.
Receives emergency (911) and non‑emergency calls from the public, partner agencies, and internal staff.
Elicits, verifies, and documents critical information including location, nature of the incident, and caller details.
Prioritizes calls based on urgency, risk, and established protocols.
Accurately enters call data, incident details, and disposition codes into Computer Aided Dispatch (CAD) and related systems.
Updates records in real‑time to reflect changes in incident status or resource assignments.
Applies working knowledge of telecommunications terminology, call‑taking protocols, and agency‑specific procedures to accurately interpret and document communications.
Qualifications and Education
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, and 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.
Individuals with bilingual skills are strongly encouraged to apply.
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.
Other Significant Facts
Tour of Duty : The facility operates 24 hours a day, 7 days a week. Incumbents will be required to work flexible and/or rotating 12‑hour shifts. Shifts could be altered and/or extended at any time with notice. Must be able to work all shifts, holidays, and weekends; mandatory overtime may be required.
Pay Plan, Series and Grade : CS‑0390‑08
Promotion Potential : None
Collective Bargaining Unit : NAGE R3‑07; may be required to pay an agency service fee through direct payroll deduction.
Position Designation : Safety Sensitive. Subject to mandatory pre‑employment and periodic Criminal Background Checks and Traffic Records Checks (as applicable). Must pass mandatory pre‑employment and random Drug and Alcohol Testing. Disqualified if marijuana is present. Designated as Essential; incumbent 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.
Career Pathways 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.
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, sex (including pregnancy), national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, or any other legally‑protected status within the limits imposed by applicable District and federal laws and regulations.
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