Duty Officer

Overview

DecisionPoint Corporation is seeking a Duty Officer to provide onsite support to a 24/7 Emergency Operations Center (EOC). This role will triage and track emergency communications and requests, support Incident Management Structure (IMS) responses, maintain shift-change reporting, assist with COOP activities, and participate in emergency response drills and activations.

This is a 100% in person position. Telework may be allowed, occasionally, if approved by technical monitor and COR.

Duties & Responsibilities

• Complete the comprehensive Duty Officer training program and provide support services for the 24/7 Emergency Operations Center (EOC) staff.
• Receive, assess, and report information in accordance with existing Standard Operating Procedures (SOPs) and protocols; receives response-related reports from, and distributes response-related reports to, internal and external partners, per written guidance.
• Triage response-related Requests for Information (RFI), for Assistance (RFA), or Resources (RFR) when received. Coordinates with response task forces and teams to meet support requirements.
• Participate in meetings, briefings, and working groups, and contribute to reports and other feedback mechanisms.
• Collaborate with the operations team and respective stakeholders to revise response-related documents, processes, etc. based on feedback and reports.
• Maintain a shift change log for briefing the oncoming shift and lead the combined shift change brief.
• Support and participate in drills, training sessions, and exercise activities.
• Provide assistance during national or localized emergency situations, with the ability to work extended hours as required.
• Track and log all incoming calls, faxes, and emails to the EOC REPORT mailbox using established logs and the EOC call log system (ECLA).
• Answer telephone calls within two rings and triage communications from the public health community, the public, CDC staff, and government agencies both domestically and internationally.
• Ensure that all call entries are complete, accurate, and meet quality standards, including the 5 Ws (who, what, when, why, where) to document actions, consultations, and dispositions.
• Log any follow-up emails containing updates related to incidents or events into the ECLA system.
• Document the closeout and final resolution of calls in the call database system.
• Collect, analyze, and maintain quality control of call data.
• Generate call reports daily (24-hour), monthly, annually, or as requested by Branch Leadership.
• Provide weekly summaries of call volume and categories.
• Facilitate training of staff to promote consistent understanding and adherence to call triage procedures.
• Provide dedicated support to Continuity of Operations Plan (COOP) activities.
• Update emergency notification contact lists as directed by the CIO EC or Lead.
• Update protocols and procedures for triaging incoming calls as required.
• Assist action officers with follow-up on critical EOC actions during responses.
• Support Incident Management Structure (IMS) responses through task tracking, information triage, staff rhythm development, and meeting management.

Qualifications

• Ability to obtain a Public Trust clearance.
• BA/BS in Public Health, or similar, with 2+ years experience OR equivalent of 5+ years work experience and has experience in an Emergency Operations Center environment.  
• Advanced communication skills; ability to effectively communicate needs at all briefings to assist with operational strategy and interpersonal communication via telephone, email, and business etiquette with both internal and external points of contact.  
• Attention to detail, proofreading skills, and ability to identify gaps in existing resources.  
• Ability to multitask in emergency situations.  
• Ability to adapt and be flexible with a strong sense of urgency.  
• Can demonstrate strong leadership skills, ability to coach and train, problem-solving skills, customer service orientation, adaptability, teamwork and collaboration, cultural competence, and technical proficiency.  
• Optional Task 3: EOC Inventory

   

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

Responsibilities

- Complete the comprehensive Duty Officer training program and provide support services for the 24/7 Emergency Operations Center (EOC) staff.
- Receive, assess, and report information in accordance with existing Standard Operating Procedures (SOPs) and protocols; receives response-related reports from, and distributes response-related reports to, internal and external partners, per written guidance.
- Triage response-related Requests for Information (RFI), for Assistance (RFA), or Resources (RFR) when received. Coordinates with response task forces and teams to meet support requirements.
- Participate in meetings, briefings, and working groups, and contribute to reports and other feedback mechanisms.
- Collaborate with the operations team and respective stakeholders to revise response-related documents, processes, etc. based on feedback and reports.
- Maintain a shift change log for briefing the oncoming shift and lead the combined shift change brief.
- Support and participate in drills, training sessions, and exercise activities.
- Provide assistance during national or localized emergency situations, with the ability to work extended hours as required.
- Track and log all incoming calls, faxes, and emails to the EOC REPORT mailbox using established logs and the EOC call log system (ECLA).
- Answer telephone calls within two rings and triage communications from the public health community, the public, CDC staff, and government agencies both domestically and internationally.
- Ensure that all call entries are complete, accurate, and meet quality standards, including the 5 Ws (who, what, when, why, where) to document actions, consultations, and dispositions.
- Log any follow-up emails containing updates related to incidents or events into the ECLA system.
- Document the closeout and final resolution of calls in the call database system.
- Collect, analyze, and maintain quality control of call data.
- Generate call reports daily (24-hour), monthly, annually, or as requested by Branch Leadership.
- Provide weekly summaries of call volume and categories.
- Facilitate training of staff to promote consistent understanding and adherence to call triage procedures.
- Provide dedicated support to Continuity of Operations Plan (COOP) activities.
- Update emergency notification contact lists as directed by the CIO EC or Lead.
- Update protocols and procedures for triaging incoming calls as required.
- Assist action officers with follow-up on critical EOC actions during responses.
- Support Incident Management Structure (IMS) responses through task tracking, information triage, staff rhythm development, and meeting management.