<p>Normally scheduled shift - 11am - 11pm. Float to cover time off for other supervisors on same shift.</p> <p>The 9-1-1 Shift Supervisor's primary responsibility is to assist in the efficient and effective operation of</p> <p>the communications center. During the course of duty, the incumbent supervises the activities of</p> <p>subordinates, making corrections when necessary and commending where appropriate, being available</p> <p>to assist, counsel and instruct as required. The communications supervisor also provides in-service</p> <p>training as needed to ensure subordinates have a thorough understanding of agency policies/procedures</p> <p>and a working knowledge of communications equipment.</p> <p>65%- Supervisor/Training Duties:</p> <ol> <li>Directly supervises and evaluates the work activities of subordinates. Monitors phone and </li></ol> <p>radio communications of subordinates to ensure compliance with center rules, regulations and</p> <p>standard operating procedures. Documents quality assurance of subordinates each month on</p> <p>proper form, reviews findings with subordinates and works with employee to improve scores</p> <p>when below center average.</p> <ol start="2"> <li>Provides direction, guidance, coaching and counseling to subordinates. Provides feedback to </li></ol> <p>subordinates after incidents or events to assist them in critiquing their own performance and</p> <p>develop more effective ways of handling future situations.</p> <ol start="3"> <li>Provides in-service training and assists Communications Training Officers (CTOs) with new </li></ol> <p>employee on-the-job training. Reviews daily observation reports from CTOs and monitors new</p> <p>employee performance and CTO performance during the on-the-job coach/trainee period.</p> <ol start="4"> <li>Prepares written reports, logs and correspondence related to shift activities, operational </li></ol> <p>problems, personnel matters and special assignments.</p> <ol start="5"> <li> <p>Conducts and documents daily briefings of subordinates prior to each shift.</p> </li><li> <p>Assists with scheduling assignment of subordinates to general and specific duties; maintains</p> </li></ol> <p>minimum staffing levels by calling in personnel to cover sick leave, vacation, etc. Approves</p> <p>benefit time off.</p> <ol start="7"> <li>Participates in job-related training sessions, seminars and drills/exercises. Attends required </li></ol> <p>staff/user agency meetings.</p> <ol start="8"> <li>Maintains security and safety of the building for all staff. Makes notation of and corrects, </li></ol> <p>where possible, any workplace hazards.</p> <p>20%- User Agency/Citizen Relations:</p> <ol> <li> <p>Acts as a liaison between supervisory staff of user agencies and the general public.</p> </li><li> <p>Documents user agency concerns, citizen complaints and internal quality assurance reports.</p> </li><li> <p>Completes record requests from user agency supervisors and/or public as directed.</p> </li><li> <p>Coordinates wireless traces for user agencies during exigent circumstances.</p> </li><li> <p>Conducts tours of the Center, performs public education presentations, assists at job fairs and</p> </li></ol> <p>other public gatherings.</p> <p>13%- Call-taking/Dispatch Duties:</p> <ol> <li>In unforeseen circumstances, assists subordinates with workload during high activity periods, </li></ol> <p>being cautious not to become too involved so as not to compromise the primary duty of</p> <p>supervision.</p> <ol start="2"> <li>Assists with user agency special events (VIP visits, SWAT call, MABAS call, etc.) activities </li></ol> <p>by working as/activating the Communications Response Team (CRT).</p> <p>2%- All other duties as assigned.</p> <ol> <li> <p>Coordinates Public Education program, as assigned by Operations Manager.</p> </li><li> <p>Coordinates Peer Support program, as assigned by Operations Manager.</p> </li><li> <p>Coordinates Mentor program, as assigned by Operations Manager.</p> </li><li> <p>Coordinates Communication Response Team, as assigned by Operations Manager.</p> </li><li> <p>Assists with Backup Site testing, as assigned by Operations Manager.Oral and Written Communications: Must have the ability to actively listen to others for an understanding</p> </li></ol> <p>of their needs and situations; ability to speak English with sufficient clarity to be understood by others on the</p> <p>telephone or in person. Must be able to assertively control conversations in order to quickly and accurately</p> <p>gather pertinent information and be able to communicate this information professionally and precisely to the</p> <p>proper recipient. Must be able to read and understand written correspondence, memoranda and directives.</p> <p>Must have the ability to report events and information in writing legibly and accurately, using proper English</p> <p>grammar and structure.</p> <p>Judgment: Must have the ability to act in a decisive manner, using good judgment. Must have the ability to</p> <p>maintain objectivity in the decision making process; the ability to effectively prioritize situations and</p> <p>information and make appropriate decisions based on information received. Must have the ability to learn and</p> <p>apply new information, remember numerous details and handle a variety of rapidly flowing information at</p> <p>once.</p> <p>Interpersonal Relationships: Must be consistent in dealing with people; must be able to detach from callers'</p> <p>emotions, yet project an image of empathy (i.e. avoid personal involvement). Must have the ability and</p> <p>willingness to accept criticism and/or discipline; the ability and willingness to accept responsibility for actions.</p> <p>Must have the ability to contribute to a pleasant work environment by maintaining a positive attitude when</p> <p>carrying out duties and complying with agency policies; the ability to foster teamwork in assigned work group</p> <p>and motivate others to work productively together. Must be able to work all shifts of a 24-hour per day period</p> <p>and be available for emergency call-in overtime.</p> <p>Professionalism: Must have the ability to act in a mature, dependable fashion; ability and willingness to</p> <p>maintain dependable work habits such as reporting to work on time, with little promoting and intervention.</p> <p>Must represent the organization to other agencies and citizens with a courteous, helpful, accurate and businesslike</p> <p>attitude in all telephone and personal contact. Must have the willingness and ability to respect private,</p> <p>confidential information; and the ability and willingness to support and carry out directives.</p> <p>Quality of Work: Must be able to provide high quality, accurate work. Must be able to perform multiple</p> <p>tasks simultaneously; be able to do several things at one time and remain focused under stress (i.e., multitasking</p> <p>abilities). Must have the ability to adjust to new or unique situations, and the ability and willingness to</p> <p>show initiative in completing work assignments.</p> <p>Supervisory/Training Abilities: Must have the ability to supervise the actions of others, dealing with</p> <p>subordinates in a fair and objective manner. Must have the ability to effectively train subordinates in</p> <p>communications policies, practices and procedures. Must have the ability to effectively evaluate the</p> <p>performance of subordinates; the ability to recognize symptoms in performance of individuals which indicate</p> <p>the need for additional training, discipline or supervisory counseling; the ability to recognize and commend</p> <p>superior performance. Must have sound time management/organizational skills, and the ability to implement</p> <p>changes in current procedures to eliminate backlogs, streamline operations and accomplish work more</p> <p>efficiently.</p> <p>Technical Knowledge: Must acquire and maintain a strong knowledge of public safety communications</p> <p>equipment, practices and procedures including but not limited to:</p> <ul> <li>Knowledge of general supervisory principles and practices. </li><li>Knowledge of agency new-hire and in-service training program policies and procedures. </li><li>Knowledge of functions and operation of computer aided dispatch (CAD) system and manual call </li></ul> <p>recording and dispatch system.</p> <ul> <li>Knowledge of functions and operation of telephone console, radio console, TTY and other standard </li></ul> <p>communications equipment.</p> <ul> <li>Knowledge of FCC rules and regulations applicable to radio broadcasts. </li><li>Knowledge of Next Generation 911 and FirstNet. </li><li>Knowledge of proper use of ANI/ALI displays/information. </li><li>Knowledge of basic telephone and radio techniques/procedures for handling incoming emergency calls </li></ul> <p>and dispatching response units.</p> <ul> <li>Knowledge of basic police/fire/EMS complaint/dispatching terminology. </li><li>Knowledge of proper use of emergency medical pre-arrival protocol system. </li><li>Knowledge of proper use of local, state and national computer systems and functions. </li><li>Knowledge of legal liability issues common to emergency call-taking, public safety dispatching and </li></ul> <p>records keeping.</p> <ul> <li>Knowledge of geographical area served (e.g., familiarity with street names/layout, landmarks, </li></ul> <p>numbering schemes, rivers, lakes, highways, etc.).</p> <ul> <li>Knowledge of proper preparation of required reports, logs and forms. </li><li>Knowledge of agency policies, procedures and standards of expected performance. </li><li>Knowledge of available resource materials and their use in performing job duties (e.g., manuals, </li></ul> <p>directories, maps, websites, etc.)</p> <ul> <li>Must demonstrate the ability to effectively work in multi-cultural and diverse communities.• Graduation from high school or equivalent. </li><li>Two (2) years experience as telecommunicator/dispatcher in public safety dispatch center. </li><li>One year supervisory or communications officer training experience. </li><li>If not currently employed by the Communications Center, must pass a criminal background </li></ul> <p>investigation, fitness for duty exam, drug screening and psychological exam.</p> <p>The requirements listed below must be completed within the (12) month probationary period:</p> <ul> <li>Required to be APCO Public Safety Telecommunicator 1 Certified. </li><li>Required to be TIME Certified. </li><li>Required to be CPR Certified. </li><li>Required to be EMD (Emergency Medical Dispatch) Certified. </li><li>Required to be NIMS and Incident Command System Certified. </li><li>Required to be Communications Center Supervisor Certified. </li></ul> <p>Physical Abilities: Must have the ability to hear and understand sound sources coming through a</p> <p>communications headset and/or radio and/or standard telephone receiver, including the ability to hear and</p> <p>understand other outside sound sources while wearing a communications headset. Must have the ability to</p> <p>speak and write English clearly. Must have the ability to read and discern visual images on a variety of media,</p> <p>including the ability to read and understand maps and the ability to distinguish between colors on a colorcoded</p> <p>computer screen. Must have the ability to type accurately on a computer keyboard while conversing</p> <p>with callers. Must have the ability to record name and numbers accurately (i.e., not transpose numbers and/or</p> <p>letters).</p> <p>Equipment Use: Advanced knowledge of personal computer systems. Operates computer aided dispatch</p> <p>system. Operates computerized radio console according to departmental policy and procedure as well as FCC</p> <p>rules and regulations. Operates computerized telephone system. Utilizes electronic time card system. Works</p> <p>with Information Technology staff to support and troubleshoot computer system problems.</p> <p>Working Conditions: All inside work in a call center; busy, high stress environment.</p>