Emergency Operations Call Center Specialist

The Emergency Communications Specialist will provide emergency operations center support in support of the Centers for Disease Control and Prevention (CDC) Emergency Operations Center (EOC).

Duties and Responsibilities:

• Triage, and manage incoming reports, calls, and threats that are received by the CDC EOC 24 hours per day/ seven days per week
• Brief incoming Watch Officer of all significant events to ensure continuity of operations
• Serve as the CDC’s first point of contact for all state agencies in regard to any Local/County/State/National and International Incidents, Emergencies, or Disasters
• Facilitate and manage continuous information sharing, knowledge management, communications, and reporting support within the EOC
• Monitor multiple sources of information and timely communicate for situational awareness of incidents that may adversely impact public health, require a multi-agency response, and/or require an HHS/CDC response. Communicate with state, federal and local officials, agencies and organizations to confirm the nature, scope, and impact of incidents
• Support all Continuity of Operations Plan COOP activities
• Obtain information from a wide variety of communications equipment including e-mail, telephone, fax, secure fax, high frequency radio, satellite phone and secure/unsecure Video Teleconference (VTC). When sending information, the contractor shall be responsible for determining the appropriate method of communication and using the proper format, priority, and distribution means as specified in the EOC Standard Operating Procedures
• Maintain an EOC change management process for updating and managing protocols, SOPs and contact lists
• Other duties as assigned
• Continually improve watch operation skills through review and presentation of “best practice” changes to operations and information SOPs, checklists, and other administrative processes and procedures
• Research, gather and analyze information to produce briefings or reports or to make timely and effective incident response decisions
• Develop and maintain close working relations with watch officers from other federal and state agencies
• Liaise with other CDC call center and preparedness operations (e.g. public response hotline, clinician’s information line)
• Ensure that all Requests for Information (RFI) are rapidly and effectively acted upon and coordinated internally and partner Departments and Agencies for consistency and consensus
• Continuously assess potential threats, validate the event/activity, exercise judgement in synthesizing critical information and initiate notification procedures and effective and efficient manner in accordance with Standard Operating Procedures (SOP)
• Prepare daily operational briefings to include information gathered from federal, state and county sources, regional activities, noteworthy news, weather, transportation, utilities and GIS mapping
• Support emergency operations and incident management for 24/7/365 requirements at the CDC EOC and Continuity of Operations Plan (COOP) alternate facilities
• Provide support for all hazards drills, training, and exercises

• Night Shift from 11:00pm to 7:00am
• Day Shift from 7:00am to 3:00pm
• This is a 365-day, 24/7 operation. Shifts will be assigned as follows:
  • Day Shift from 7:00am to 3:00pm
  • Evening Shift from 3:00pm to 11:00pm
  • Night Shift from 11:00pm to 7:00am
  
  
• Evening Shift from 3:00pm to 11:00pm

Basic Qualifications:

• Ability to perform work duties in a quick-paced environment
• Due to the nature of this job, U.S. citizenship required
• Proficiency in Microsoft Suite and SharePoint
• Background Investigation Requirement: All employees must pass a security investigation
• Bachelor’s Degree and four years of related experience
• Ability to work extended hours during national or localized emergency situations

Minimum Qualifications:

• Incident Command System (ICS) Training (IS: 100, 200, 700 and 800)
• Previous experience in emergency management or response
• Experience working with sensitive and confidential information

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job us at [email protected]. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.