911 Communications Center Supervisor

Job Summary

Supervises, coordinates, plans and directs the activities of staff for the countywide emergency communications center and facility and serves as the supervisory level liaison with client agency staff; maintains department records and responds to public inquiries and complaints.

Essential Duties

Supervises, plans, schedules and directs the work of subordinates in the telecommunication center; instructs and trains employees in proper methods and procedures; inspects work in progress and upon completion; monitors and evaluates performance of staff; disciplines staff as appropriate with or in the absence of the Communications Manager; develops and is responsible for compliance with department policies and procedures; ensures smooth day-to-day operations of the communications center.

Maintains department records. Records information and maintains necessary and accurate record of activity and performance.

Operates police teletype as necessary.

Composes, types, and edits a variety of correspondence, reports, memoranda, and other material requiring judgment as to content, accuracy and completeness.

Validation officer for department records submitted to Crime Information Bureau.

Responds to records requests from District Attorney and Brown County courts and other external requests as needed.

Assists in the development of policies and procedures for the Communications Center; recommends changes in work methods, policies and procedures.

Assists staff with department inquiries and complaints; handles complaints or problems that staff are unable to resolve.

Serves as liaison between center operations and supervisory staff of client agencies. Resolves client agencies' complaints as necessary and assists in the preparation and modification of operational procedures when needed. Provides training to client agency staff when necessary.

Maintains inventories of communications facility equipment and consumables. Determines other supply needs of the department and forwards requests to appropriate department employee. Provides staff level liaison to equipment service vendors. Monitors periodic performance testing of electronic and mechanical equipment. Coordinates purchase of, repairs to, and modifications of communication center equipment. Provides input in respect to department expansion needs.

Monitors overall safety conditions of working environment and condition of department equipment. Provides staff level liaison to facility service organizations. Maintains the security of the communication center at all times.

Responsible for the operation of radio transmitters in accordance with Federal Communications Commission rules and regulations. Takes appropriate action for staff violations and reports violations by other users to the appropriate client agency.

Ensures overall confidentiality of information. Investigates complaints of unauthorized information release and provides input to department manager regarding appropriate action.

Investigates complaints and staff violations of rules and provides input to department manager regarding appropriate action.

Participates in supervisors' meetings as required. Coordinates and participates in job related training sessions and seminars. Leads staff meetings as required and shift briefings.

Testifies at adjudication hearings when necessary. Serves as an employer representative in worker disputes and arbitration.

Performs telecommunicator duties in the absence of available personnel.

Maintains keyholder lists in CAD program.

Communicates with cell phone providers to obtain cell phone subscriber and location, as necessary.

Communicates with State and County agencies regarding incidents, hazards, alternate routes or other situations that will impact those agencies, as necessary.
 

Performs related functions as assigned.

Minimum Qualifications Required

Education and Experience:

High School diploma, plus a minimum of five years of experience in public safety dispatching and/or communications systems, EMS, fire or law enforcement; or any equivalent combination of training, education and experience which provides the necessary knowledge, skills and abilities. Two-year degree in Supervisory Management or a related field and supervisory experience preferred.

Licenses and Certifications:

Ability to obtain T.I.M.E. and EMD Certifications within the required timeframe.

Knowledge, Skills & Abilities

Ability to successfully pass Criticall testing.

 

Knowledge of all functions of the Public Safety Communications Department.

Knowledge of and ability to utilize a computer and the required software.

Knowledge and understanding of radio and computer system level design and operational concepts.

Knowledge of leadership, supervisory, and personnel management techniques.

Knowledge of the principles and practices of office and records management.

Ability to supervise, assign, schedule, train and evaluate the work of others.

Ability to handle stressful and difficult situations in a professional, rational and logical manner.

Ability to exercise independent judgment and make decisions independently, in accordance with department policies, procedures and local, state and federal regulations.

Ability to communicate effectively both orally and in writing.

Ability to establish and maintain effective working relationships with staff, officials and the public.

Ability to demonstrate skills in problem solving.

Ability to learn and apply the specialized knowledge and skills of the department.

Ability to understand and interpret a union collective bargaining agreement.

Ability to work the required hours of the position.