EOC Watch Desk Professional

Clearance Level
None
Category
Business Process Analysis
Location
Atlanta, Georgia

REQ#: RQ98906

Travel Required: None
Requisition Type: Pipeline

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a Emergency Operations (EOC) Watch Desk Professional joining our team to support Center for Disease Control (CDC) activities in Atlanta, GA


The incumbent shall track and log all incoming calls, faxes, email to EOC REPORT mailbox using established logs and the EOC call log system. The team member will 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. Additional job duties include:

  • Maintaining current knowledge of relevant technology as assigned.

  • Following all of the EOC protocols, Standard Operating Procedures (SOPs), and guidance provided by the government’s Emergency Management Specialist (EMS) or Team Lead/Deputy.

  • Serving as the initial point of contact between CDC’s EOC, supported CIOs, outside agencies, health officials, and the public.

  • Liaison and coordinating with other CDC call center operations (e.g. public response hotline, clinicians information line).

  • Screening all calls and either providing the requested information, transferring the call to a technical expert or Duty Officer, or forward a message as appropriate.

  • Routing important operational calls directly to other EOC staff and CDC leadership as required by EOC/CDC policies.

  • Documenting all calls in the operations database by type, caller, etc., recording the specific action taken to satisfactorily accommodate the caller and sending follow up email to SME.

  • Answering 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.

  • Monitoring television news broadcasts and relaying important stories and developments to the Planning and Information coordinator or Duty Officer.

  • Monitoring operations journal of DHHS and reporting significant events to the Duty Officer.

  • Becomes knowledgeable about other programs and services within the CDC, and how to refer customers and others appropriately.

  • Entering taskings in ERS

Required Qualifications

  • High School Diploma or GED required

  • 1+ years of Help Desk experience

  • Must be able to type 20 WPM; 30 WPM preferred

  • Experience working with a PC and in a Windows environment is required

  • Demonstrated ability to communicate in English effectively; both verbally and in writing is required

Desired

  • 2+ years of progressively responsible work experience in a customer service, medical claims, call center, or a secretarial position is preferred

  • Proven ability to work effectively as a team member

  • Ability to organize simultaneous tasks for individual assignments and the workflow of others

  • Ability to prioritize and complete tasks to meet contract standards is required

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

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.