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Req ID: RQ157332Type of Requisition: RegularClearance Level Must Be Able to Obtain: NoneJob Family: Business Process AnalysisSkills:Call Center,Emergency Operations,Emergency Operations Center (EOC)Experience:1 + years of related experienceJob Description:GDIT is looking for an EOC Specialist to provide Emergency Operations Support for Emergency Operations Center (EOC). When CDC gets the call to assist in a public health emergency, the Emergency Operations Center (EOC) is ready to respond.An EOC brings together highly trained experts and state-of-the-art technology to coordinate resources, information, and crises and emergency risk communication to strengthen our nation’s ability to detect and respond to public health threats.The watch desk professional shall track and log all incoming calls, faxes, email to EOC REPORT mailbox using established logs and the EOC call log system. As well as 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.This position 24x7 shift work, onsite in Atlanta, GARESPONSIBILITIES INCLUDE:
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
REQUIRED QUALIFICATIONS :
HS Diploma, Technical Training, Certification or Degree
Strong customer service experience
Strong communication skills
Ability to work in a fast-paced environment
DESIRED QUALIFICATIONS:
BA/BS (or equivalent experience), 1+ years of experience
Customer service experience in any setting, especially call center support.
Emergency operations support, such as 911 operator
Strong organizational skills
Attention to detail
Ability to follow defined procedures on a routine basis
GDIT IS YOUR PLACE
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays
#GDITHealth#GDITFedHealthJobs#GDITPublicHealthJobsWe 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.GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
