<p>Class Definition</p> <p>GENERAL STATEMENT OF DUTIES: Within the E 9-1-1 Uniform Emergency Telephone System, to supervise a staff of 911 Shift Supervisors and to provide ongoing training and oversight to all E-911 telecommunications personnel; to assist in creating and maintaining standard operating procedures and guidelines; to prepare and maintain employee work schedules, ensuring adequate staffing and coverage levels; to coordinate and maintain dispatch protocols; to plan, coordinate and supervise the flow of work within several sections; to handle complaints received from the public relating to the sections' activities; to regularly analyze metrics related to the functions of the E 9-1-1 Uniform Emergency Telephone System and to produce reports, written and verbal, for use in control, analysis and planning; as required, to participate in the response to and coordination of citizen's emergency calls by operating a telecommunications console and equipment; and to do related work as required.</p> <p>SUPERVISION RECEIVED: Works under the general supervision of a superior from whom instructions are received; work is reviewed occasionally while in process and upon completion for accuracy and efficiency of operation.</p> <p>SUPERVISION EXERCISED: Plans, supervises, and reviews the work of the entire call-taking staff engaged in emergency telecommunications functions; reviews work in process and upon completion.</p> <p>Illustrative Examples of Work Performed</p> <ul> <li>Within the E 9-1-1 Uniform Emergency Telephone System, to supervise a staff of 911 Shift Supervisors and to provide ongoing training and oversight to all E-911 telecommunications personnel. </li><li>To objectively and consistently measure system performance using random case review, focus case review, providing feedback, and recognizing performance. </li><li>Create data used to show trends, highlight successes, identify further needs, and report to various EMD committees. </li><li>Perform random audits or case evaluations by listening to audiotapes of individual cases and scoring them for compliance to protocol. </li><li>Promote compliance and performance based on internal policies and Emergency Medical Dispatch (EMD) parameters. </li><li>Augment the oversight of the EMD program using feedback from end users, including but not limited to, call takers, first responders and dispatchers. </li><li>Work collaboratively to calibrate Quality Assurance/Quality Improvement (QA/QI) scoring. </li><li>Assist in creating new policy development. </li><li>To assist in creating and maintaining standard operating procedures and guidelines. </li><li>On a regular and recurring basis, to prepare and maintain employee work schedules, ensuring adequate staffing and coverage levels. </li><li>To coordinate and maintain dispatch protocols. </li><li>To plan, coordinate and supervise the flow of work within several sections. </li><li>To handle complaints received from the public relating to the sections' activities. </li><li>To regularly analyze metrics related to the functions of the E 9-1-1 Uniform Emergency Telephone System and to produce reports, written and verbal, for use in control, analysis, and planning. </li><li>To make recommendations to a superior of proposed changes in policies, programs, and procedures. </li><li>To maintain currency and proficiency in the use of hardware, software, and equipment related to emergency telecommunications. </li><li>To serve as a working supervisor and to participate in the response to and coordination of citizen's emergency calls by operating a telecommunications console and equipment. </li><li>To do related work as required. </li></ul> <p>Required Qualifications for Appointment</p> <p>KNOWLEDGE, SKILLS, AND CAPACITIES:</p> <p>A thorough knowledge of the techniques, procedures and methods gleaned as a supervisor in the operations of a public safety communications center. Demonstrated ability to plan, coordinate, supervise and review the work of a staff engaged in emergency telecommunications activities. Effective interpersonal communication methods and techniques, including conflict resolution and general mediation techniques. The ability to think clearly and make critical decisions under time constraints and emergency conditions. The capacity to instruct, explain and help staff understand dispatch responsibilities, priorities, and procedures. The ability to research and resolve complex problems in order to ensure compliance and accuracy. The ability to think analytically and apply sound judgment, solve problems, make effective decisions, multi-task, and act with integrity. The ability to develop and maintain effective working relationships with assigned staff, the public, coworkers, supervisors and managers, user agency stakeholders, and officials from other jurisdictions, departments, or agencies. The ability to effectively communicate ideas both orally and in writing, and related capacities and abilities.</p> <p>EDUCATION AND EXPERIENCE:</p> <p>Education: Such as may have been gained through graduation from a college of recognized standing; and Experience: Such as may have been gained through considerable employment in a high call volume public safety environment and employment in a position supervising subordinate staff.</p> <p>Or any combination of education and experience that shall be substantially equivalent to the above education and experience.</p> <p>SPECIAL REQUIREMENTS:</p> <ul> <li>Applicant must satisfactorily complete the following pre-employment requirements: (1) Medical examination; (2) Psychological evaluation; (3) Law Enforcement Background Check; (4) Oral Interview; (5) Red Cross CPR and First Aid Certification. </li><li>Receive and maintain QA/QI certification and any other relevant or required certifications. </li><li>Proactively complete Continuing Education Courses. </li></ul> <p>For information regarding the benefits available to State of Rhode Island employees, please visit the Office of Employee Benefits' website at http://www.employeebenefits.ri.gov/.</p> <p>Also, be advised that a new provision in RI General Law 35-6-1 was enacted requiring direct deposit for all employees. Specific to new hires, the law requires that all employees hired after September 30, 2014 participate in direct deposit. Accordingly, any employee hired after this date will be required to participate in the direct deposit system. At the time the employee is hired, the employee shall identify a financial institution that will serve as a personal depository agency for the employee.</p> <p>01</p> <p>Are you a state employee who is a member of LIUNA Local 808 at E 911? (You must answer this question correctly to be considered based on your union affiliation. If you fail to answer this question correctly, you will not be entitled to be considered based on contractual provisions.)</p> <ul> <li>Yes </li><li>No </li></ul> <p>Required Question</p> <p>Employer State of Rhode Island</p> <p>Address One Capitol Hill</p> <p>Providence, Rhode Island, 02908</p> <p>Website http://www.apply.ri.gov</p>