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Req ID: RQ197174
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: None
Job Family: Emergency Management
Skills:
Communication,Emergency Planning,People Management
Experience:
2 + years of related experience
Job Description:
Please Note: This is a part-time 'on-call' position, primarily on A Shift (7am - 3pm) with possibility for full-time conversion.
GDIT is looking for a strong customer service representative to support our Emergency Operations Center (EOC) Watch Desk Team. The Watch Officer will support the 24/7 EOC Watch Desk for all incoming calls and email requests. We operate three shifts: 7am-3pm, 3pm-11pm, 11pm-7am. The contractor shall track and log all incoming calls, faxes, email to EOC REPORT mailbox using established logs and the EOC call log system. The Contractor shall have core responsibility in the CDC’s EOC for answering telephone calls within two rings, triaging and recording data gleaned for all incoming calls and data transmissions from the public health community, the general public, CDC staff and government agencies from within the US and the worldwide community.
Daily Responsibilities
The Watch Officer maintains current knowledge of relevant technology as assigned.
Shall follow all of the EOC protocols, Standard Operating Procedures (SOPs), and guidance provided by the government’s Emergency Management Specialist (EMS) or Team Lead/Deputy.
Serve as the initial point of contact between CDC’s EOC, supported CIOs, outside agencies, health officials, and the public.
Liaison and coordinate with other CDC call center operations (e.g. public response hotline, clinicians information line).
Screen all calls and either provide the requested information, transfer the call to a technical expert or Duty Officer, or forward a message as appropriate.
Route important operational calls directly to other EOC staff and CDC leadership as required by EOC/CDC policies.
Document all calls in the operations database by type, caller, etc., record the specific action taken to satisfactorily accommodate the caller and send follow up email to SME.
Answers questions of callers regarding services offered by the CDC, or transfers calls to appropriate Program Subject Matter Expert staff in a timely manner, to minimize the holds and/or waiting time for callers.
Monitor television news broadcasts and relay important stories and developments to the Planning and Information coordinator or Duty Officer.
Monitor operations journal of DHHS and report significant events to the Duty Officer.
Becomes knowledgeable about other programs and services within the CDC, and how to refer customers and others appropriately.
Enter taskings in ERS
What you'll need to succeed:
BA/BS required
Help Desk or Call Center experience
Flexibility, willing to support other shifts when necessary
Attributes for Success:
Emergency Management or Emergency Medical Technician Experience
Attention to detail
Organizational skills
Following Standard Operating Procedures
Strong written and verbal communication
Ability to work in high energy environment
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The likely hourly rate for this position is between $22.47 - $30.41. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans