Dispatch Supervisor

ESSENTIAL DUTIES AND RESPONSIBILITIES     

• Supervises staff and/or operations during assigned shift, including scheduling, directing work activities, monitoring Dispatcher performance, and making related recommendations. 

• Supervises shifts in a 24/7 environment which includes working nights, weekends, and holidays.  

• Fulfills required on-call duty one week every month.

• Responds to the communications center while on call for priority incidents or to work in a Dispatcher capacity to bring staffing to minimum levels in the event of call outs. 

• Maintains Integrated Public Alert and Warning System (IPAWS) certification through regular training exercises.

• Sends IPAWS alerts to the public including evacuation orders at the request of Public Safety Officials while on-duty or in an on-call capacity. 

• Utilizes available data including calls for service and phone volume to guide decisions including staffing and resource needs for the Police and Fire Communications Center. 

• Assists in development and implementation of policies and procedures.

• Conducts quality assurance audits and associated coaching for direct report dispatchers. 

• Maintains logs and reports.  

• Implements and coordinates new hire and in-service training programs.

• Provides instruction, demonstrates operation of equipment, administers tests, evaluates trainees’ progress, and oversees and coordinates training provided by others.

• Coordinates Emergency Medical Dispatching (EMD). 

• Creates and updates Police and Fire Communications Center protocols and training manuals.

• Functions as a liaison between Police and Fire Communications Center and the public, other departments and divisions, and outside agencies and organizations.

• Assists in planning and coordinating major events which affect public safety such as the Bolder Boulder, large concerts, film festivals, etc. 

• Provides input to and assists with annual budget preparation including writing justifications for expenditures, compiling statistics, and finalizing required documents. 

• Compiles and reports on inquiries and customer satisfaction surveys; maintains related statistics. 

• Coordinates with Human Resources on staff selection processes including screening applications, arranging for testing and interviews, interviewing and selecting candidates, and documenting processes and maintaining related files. 

• Researches and implements equipment and technological changes. 

• Compiles and reports the Police and Fire Communications Center statistics on a monthly basis. 

• Works as a dispatcher as needed, responding to incoming radio and telephone calls, dispatching equipment and personnel, etc.

• Assists in coordinating emergency response activities for fire, ambulance, and law enforcement agencies. 

• Provides backup for Police and Fire Communications Center Manager during their absence, including representing the Communications Section at management staff meetings.

• Testifies as needed in court as a credible witness. 

• Attends work regularly and reliably. 

• Performs related duties as required by management to meet the needs of the city.          

MINIMUM QUALIFICATIONS 

• Ability to demonstrate variety of experience working with the public, preferably in a customer service capacity.

• Ability to be flexible and open to change.

• Ability that can be demonstrated to handle multiple demands simultaneously deals with interruptions and handle difficult situations under time pressure. 

• Ability to act as a resource to staff and effectively explain and implement policies. 

• Ability to schedule and coordinate the work of others. 

• Ability to handle confidential information in a secure, professional and discretionary manner. 

• Ability to demonstrate interpersonal, problem-solving and conflict resolution skills. 

• Knowledge at a working level of computer and radio systems and equipment and the ability to train and evaluate others in all related operations. 

• Skills in effective verbal and written communications.

• Skills in attention to detail and organization.

• Must successfully pass a background check before first day of work and maintain acceptable screening.

PREFERRED QUALIFICATIONS

• Ability to communicate bilingually in English and another language. 

• Bachelor's degree. 

• Previous supervisory experience in a PSAP or related field. 

REQUIRED EDUCATION AND EXPERIENCE

• Associate’s degree. Four (4) years of experience may substitute for the education requirement only.

• Minimum of five (5) years of experience dispatching in a Public Safety Answering Point serving a population of 100,000 or more. 

• Ability to obtain EMD certification within six (6) months.

• Must hold and maintain a valid drivers' license.

BACKGROUND INFORMATION 

Qualified applicants will be required to complete several stages of interviews and testing, pass a job suitability assessment and complete a thorough background investigation.   

Applicants must be able to demonstrate personal and professional honesty, integrity, sound judgment as shown in applicant’s criminal history, background, motor vehicle record, and use of drugs and alcohol. Preference will be given to applicants who have no history of use, sale or possession of illegal substances.  Polygraph or Computer Voice Stress Analyzer will be used for verification of applicant information.  Prior to employment, successful applicants are required to pass a drug screen. Some positions will also require medical and/or psychological testing prior to employment. 

The following will disqualify any applicant from consideration: 

• Any felony conviction 

• Commission of a felony, whether convicted or not within the past 5 years 

• Commission of any non-traffic related misdemeanor, whether convicted or not within the past 3 years 

• Excessive number of traffic violations 

• Any marijuana business ownership or interest within the past 3 years 

• The use, sale, possession, or transfer of any illegal controlled substance within the past 2 years (examples: Cocaine, Heroin, LSD, Methamphetamine, MDMA,).  

• Unlawful sale or fraudulently obtaining any controlled scheduled substance with the past 5 years (Examples: Barbiturates, Benzodiazepines, Sleep Medication, Codeine, Morphine, etc.)

• Use of a substance prescribed to another person will be reviewed for substance type, frequency, and length of time.

• Any false or untrue statements or material omissions in the application and related paperwork or during the selection process. 

SUPERVISION

Supervision Received: Public Safety Communications Manager

Supervision Exercised: Police Dispatcher

WORKING CONDITIONS AND REQUIREMENTS   

• Physical and Mental Effort: Primarily sedentary physical work with constant sitting up to 6-10 hours/day. Constant and repetitive use of the hands for simple grasping and fine manipulation. Frequent hand/eye coordination to operate personal computer and office equipment. Occasional walking and standing up to 2-4 hrs/day, climbing stairs, bending, squatting, and pushing/pulling of light items. Occasional lifting of up to 20 pounds. Vision for reading, recording and interpreting information; speech communication and hearing to maintain communication with employees, co-workers and the public. 

• Work Environment: Works in an indoor office setting. Works in a setting subject to continuous interruptions and background noises. 

• Machines and Equipment Used: Communications console, personal computer, multiple-line telephone, weather radar, TDD, logging recorders, telephone load counters, alarm monitors, photocopy machine, facsimile machine, and calculator.