Communications (Dispatch) Supervisor

JOB SUMMARY

 

The Communication Supervisor oversees the Communications Center operations and public safety dispatch under the general direction of the Assistant Chief of Police, by overseeing the budgetary process, supervising assigned personnel and providing service to other City employees and citizens. 

 

ESSENTIAL DUTIES

• All duties and responsibilities that apply to the dispatcher position.
• Monitors procedural adherence for responses to calls for Police, Fire or EMS Services. 
• Assist in the responsibility for maintaining the technical, financial, regulatory and contractual aspects of the 9-1-1 system to ensure a reliable emergency and non-emergency telecommunications system. 
• Oversees operation and maintenance of telephones (including E911), computers, and communications equipment associated with public safety communications. Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance evaluations. 
• Interprets, explains, and ensures compliance with all applicable laws, rules, regulations, standards, safety practices, policies, and procedures.
• Manages assigned personnel by motivating and leading, correcting personnel issues, resolving problems and administering the disciplinary process.
• Develops and implements long and short term strategic plans, goals, and objectives for the Communications Center. Evaluates efficiency and effectiveness of programs, operations, procedures, and resource management; implements improvements in programs, operations, procedures, and resource management; implements improvements in programs and operations procedures as needed.
• Prepares reports and documentation, as well as updating policies and procedures.  
• Responds to inquiries or complaints related to Communications Center operations, activities, or personnel. Researches inquiry/complaint, report’s findings, and initiates resolution.
• May be assigned as the Terminal Agency Coordinator (TAC) for TCIC purposes.
• Researches and meets with equipment vendors to determine updates for communications systems software or other equipment.
• Perform other related duties as assigned. 

 

MINIMUM QUALIFICATIONS

 

Knowledge of and Skills in: 

• TCIC/NCIC and TLETS/NLETS rules, regulations, and certification requirements.
• Methods, practices and procedures for responding to and dispatching emergency services. 
• Research, analysis, and retrieval techniques to develop statistical information. 
• Computers and related equipment, hardware and software.
• City and Police policies and procedures.
• Effective oral and written communications.
• Responding effectively and appropriately to emergency calls for assistance.
• Planning and implementing departmental procedures and objectives.
• Effectively supervising and delegating duties to assigned staff.
• Resolving customer complaints and concerns. 

 

Ability to:

• Verbally communicate quickly and effectively with a clear and understandable voice. 
• Effectively deal with people in emotional, high stress situations. 
• Think clearly and act rationally in emergencies.
• Effectively problem solve issues pertaining to both calls for service and personnel issues, which necessitates the professional application of communication and interpersonal skills on a daily basis.  
• Multi-task rapidly and accurately, especially while operating in the environment of the Communications Center. 
• Effectively handle several tasks simultaneously, most of which involve a high degree of stress.
• Know radio procedures, computer aided dispatch systems, and teletype guidelines
• Remain seated for long periods of time.
• Push, pull, drag, carry and lift a minimum of 50lbs without assistance.
• Work various shifts including alternating shifts, days, evenings, overnight, weekends and holidays as required.  
• Travel to meetings, conferences and training.  

Experience and Education: Any combination equivalent to the level of experience and education that would likely provide the required knowledge and abilities will qualify. 

 

Experience: 

Education: 

 

Licenses/Certifications:

• TCLEOSE Advanced Telecommunicators Certification
• TLETS/NLETS, TCIC/NCIC Full Access Certification
• TTY Certification

 

ENVIRONMENTAL FACTORS

The essential duties of this position are performed in a Police Department dispatching communications center.  Incumbents must be able to work long shifts (up to 12 or more hours) in the Communications Center and must be able to stand/sit for long periods without any breaks, depending on call load.  May be subject to repetitive motion such as typing, data entry and vision to monitor. Incumbent may be exposed to prisoners, irate and hostile individuals, emergency situations and a high stress environment. Occasionally, may be necessary to stoop or kneel such as retrieving things under or behind the workstations or retrieve files etc. from desks.  May be required to reach or handle items such as on the back side of the workstations.  Must have the ability to see the computer monitor clearly and normal font printed documents, as well as the ability to discern colors due to color coding in CAD and other computer programs. Must be able to work rotating shifts, be on call 24/7/365 if the Communications Supervisor is unavailable and respond to the Police Department or wherever needed in a reasonable amount of time. 

Due to the requirement for this position to have access to sensitive information, a criminal history background and fingerprint check will be conducted through the FBI. Candidates must not have a felony or major misdemeanor conviction.