What are the responsibilities and job description for the 9-1-1 Telephony Systems Administrator position at CHARLES COUNTY GOVERNMENT?
Summary
This position is responsible for ensuring that the 9-1-1 telephony system(s) are redundant, resilient and reliable and that procedures exist to implement a continuity of operations plan in case of a failure or interruption. Position provides systemwide oversight and administrative support for the design, deployment, operation, maintenance and replacement of the critical 9-1-1 telephony platform and administrative phone systems, equipment, software and programs utilized in the Charles County Department of Emergency Services - Public Safety Answering Point (PSAP) to receive, process and archive voice and data requests for emergency public safety assistance. This position is responsible for configuring, utilizing, managing, monitoring, troubleshooting, and maintaining all telephony software applications that are user configurable and managed by the PSAP. PSAP equipment includes, but is not limited to; wireline, wireless, and Voice over Internet Protocol (VoIP) call delivery, along with related systems such as Text-to-9-1-1 and Next Generation 9-1-1 (NG9-1-1). This involves being a subject matter expert, creating user profiles and logons based on skill sets and priorities, first line trouble-shooting and problem solving, building and maintaining system user databases, distributing and sustaining system accessories, working with vendors, the public, stakeholders and other partners, maintaining knowledge of current and emerging industry technology advancements, adherence to standards and best practices, and taking a lead role to develop strategic plans for continuity of operations and disaster recovery.
Essential Job Functions
- Assists in the formulation of policy, procedures and best practices for users of the various 9-1-1 and administrative phone applications to ensure continuity of operations.
- Works closely with various 9-1-1, telephony and public safety data communications systems vendors, contractors, and technicians (9-1-1 telephony and administrative phone equipment, digital voice and data logging recorders, Network Operations Centers, Emergency Services IP Network, 9-1-1 call delivery circuits, public telephone services, third party service providers, etc.) and other outside agencies as necessary to ensure proper operations of 9-1-1, telephony and data systems.
- Works collaboratively with various internal technology support personnel (CAD, GIS, Data, etc.), public safety partner agencies and other PSAPs to establish and maintain data sharing, interoperability, and networks to facilitate the transmission of the mission critical information that is sent by various means to them from the Charles County PSAP.
- Evaluates new and evolving 9-1-1 and telephony related software applications to meet or exceed industry technological advancements and user needs. Recommends for implementation applications and system enhancements to improve service delivery, functionality, interoperability and system reliability.
- Updates data, utilizes various software applications or programs including testing, debugging, and maintaining user applications. Performs tasks in support of both public safety and private sector technology vendor support staff and manage vendor responses to system issues and failures. Coordinates with vendors to plan and perform updates, upgrades, new services, modifications, fixes, testing, troubleshooting, remediation and scheduling as necessary. Work within Service Level Agreements (SLA) to prioritize vendor work requests and manage vendor response.
- Assist with staff training on applications used by the PSAP. Keep concise records for software life cycle and user management. Must be detail oriented, keep abreast of current technology, follow established standards, and make suggestions for improvement. Must be able to provide adhoc reports when requested.
- Coordinates with the Training Communications Supervisor to design, develop, deliver, and manage training programs (outsource or in-house) for initial training/certification, ongoing in-service training as well as advanced training for senior staff.
- Performs related work as required.
Qualifications, Knowledge, Skills, and Abilities
Education and Experience:
Associate degree in Information Systems or related field. Any acceptable combination of education, training and experience may be substituted on a year for year basis.
Four years of experience working with 9-1-1 telephony systems, including verifiable experience in configuring, utilizing, managing, monitoring, troubleshooting, and maintaining 9-1-1 and telephony software applications and equipment used in a PSAP. Experience in a PSAP is preferred.
Licenses or Certifications:
Required to obtain within 24 months: National Emergency Number Association Emergency Number Professional (ENP), Motorola Solutions Vesta 9-1-1 Troubleshooting certification or Vesta 9-1-1 Certified Technician or equivalent IP telephony system certification. Must have a valid driver’s license.
Special Requirements/Qualifications:
PLEASE NOTE: THIS IS A SAFETY SENSITIVE POSITION, AND EMPLOYEES IN THIS POSITION ARE SUBJECT TO RANDOM DRUG AND ALCOHOL SCREENING.
Must be able to successfully pass a background investigation.
Must be willing to work a flexible schedule, be willing to work on-call basis, report for duty after hours, weekends and on holidays as needed and under undesirable and hazardous conditions.
Must attend educational sessions, as required.
Must be able to travel out of town for one day or more, when needed.
Knowledge, Skills and Abilities:
Associate degree in Information Systems or related field. Any acceptable combination of education, training and experience may be substituted on a year for year basis.
Four years of experience working with 9-1-1 telephony systems, including verifiable experience in configuring, utilizing, managing, monitoring, troubleshooting, and maintaining 9-1-1 and telephony software applications and equipment used in a PSAP. Experience in a PSAP is preferred.
Licenses or Certifications:
Required to obtain within 24 months: National Emergency Number Association Emergency Number Professional (ENP), Motorola Solutions Vesta 9-1-1 Troubleshooting certification or Vesta 9-1-1 Certified Technician or equivalent IP telephony system certification. Must have a valid driver’s license.
Special Requirements/Qualifications:
PLEASE NOTE: THIS IS A SAFETY SENSITIVE POSITION, AND EMPLOYEES IN THIS POSITION ARE SUBJECT TO RANDOM DRUG AND ALCOHOL SCREENING.
Must be able to successfully pass a background investigation.
Must be willing to work a flexible schedule, be willing to work on-call basis, report for duty after hours, weekends and on holidays as needed and under undesirable and hazardous conditions.
Must attend educational sessions, as required.
Must be able to travel out of town for one day or more, when needed.
Knowledge, Skills and Abilities:
- Administer and analyze 911 telephony systems used in a PSAP to optimize effectiveness and provide quality telecommunication service.
- Administer and monitors 911 telephony systems for performance.
- Knowledge of operating characteristics, capabilities, and limitations of electronic computer equipment and software applications.
- Knowledge of workflow and process requirements related to PSAP operations.
- Ability to troubleshoot and support all technical systems and software used in the DoES.
- Ability to coordinate Vendor Response and tracking work requests.
- Knowledge of Vendor Service Level Agreements (SLA).
- Knowledge of software license management.
- Tracking and Resolution for telephone systems and equipment requiring repair.
- Knowledge of various network and operating system concepts with emphasis on 9-1-1.
- Knowledge of VOIP telephone systems, mobile communications systems including short message service, multimedia message service, session initiation protocol (SIP), emergency service IP network (ESInet) and delivery of voice and data to a PSAP.
- Knowledge of network Operations Centers and their interface with PSAP telephony systems.
- Ability to use problem solving/analytical skills, knowledge of analytical tools, and complex troubleshooting methods.
- Ability to Monitor / Measure telephony systems performance.
- Ability to manage Service Level Agreements.
- Ability to support software applications “Change” and “Release” management.
- Ability to support software applications configuration and analytics.
- Ability to provide Key Performance Data for Quality Assurance purposes.
- Ability to prepare and present oral and written reports clearly and concisely.
- Ability to work independently or as part of a team.
- Ability to establish working relationships with other employees, senior staff, public safety partners and private sector technical staff.
- Ability to maintain confidentiality of sensitive information.
- Ability to protect the security of Protected Health and Law Enforcement sensitive information that may be used or accessed in the development / delivery programs.
- Ability to learn new content areas and new skills quickly.
- Ability to set up administrator and service accounts.
- Ability to provide advice and training to end-users Performs other duties as required.
Additional Information
PHYSICAL DEMANDS
The work is mostly sedentary with periods of light physical activity and is performed in office surroundings. Typically requires worker to walk or stand for long periods; lift and carry up to 50 pounds; climb stairs, bend, reach, hold, grasp and turn objects; and use fingers to operate computer equipment. The work requires the ability to speak normally and to use normal or aided vision and hearing.
WORK ENVIRONMENT
Work is performed in a dispatch center and various satellite facilities. It requires sitting for long periods of time; however, at times some work is outside in inclement weather and under undesirable and hazardous conditions. Work environment involves infrequent exposure to disagreeable elements and travel and work under all types of weather conditions, and various types of terrain during daylight hours as well as night hours.
Department/Division: Department of Emergency Services
Pay Grade: 116
FLSA Status: Non-Exempt
Telework Eligible: Yes
Reports To: Assistant Chief of 9-1-1/Public Safety Communications – Technical Services
Supervises: None
BENEFITS AT A GLANCE
Benefits eligibility is for employees who work 30 hours/week unless noted below
For more information about benefits visit: https://www.charlescountymd.gov/government/departments/human-resources/benefits
Receives 6 Core Holidays in accordance with the Collective Bargaining Agreement (CBA).
ANNUAL LEAVE
- Begin employment by accruing 8 hours a month (sliding scale based on hours worked)
- Accrue 7.5 hours a month (sliding scale based on hours worked)
- Blue Choice Advantage, Prescription & Vision
- Blue Choice HMO Open Access, Prescription & Vision
- CareFirst Dental
- Delta Dental
PENSION PLAN (Defined Benefit Retirement Plan)
- In order to be eligible for the pension plan, you must work at least 37.5 hours a week.
- County Pension Plan – Non-Public Safety, Mandatory Participation 4% employee contribution
- County Pension Plan – Public Safety, Mandatory Participation 8% employee contribution
- Sheriff's Office Retirement Plan – Communications, Mandatory Participation 7% employee contribution
- Sheriff's Office Retirement Plan – Sworn, Mandatory Participation 8% employee contribution
- Sheriff's Office Retirement Plan – Corrections, Mandatory Participation 7% employee contribution
- Available to all employees, regardless of hours worked.
- Mass Mutual
- MetLife
- Nationwide Retirement Solutions
- No charge to employee (Valued at 1.5x the employee's annual salary, not to exceed $250,000)
- Supplemental insurance available for additional cost
- Dependent life insurance available for additional cost
- Benefit pays 60% of salary at date of disability up to $5,000/month
- Medical and Dependent Care
- Accident Policy and Critical Illness Policy
- A prepaid Legal Resource benefit
- Located at the Community Services building (8190 Port Tobacco Road, Port Tobacco, MD 20677)
EMPLOYEE ASSISTANCE PROGRAM
Salary : $2,013 - $250,000
