Telecommunications Supervisor - Full-time

About the Department

Responsible for receiving and processing emergency, non-emergency, and administrative calls. As assigned, work will include, receiving calls through a multi-line automatic call distribution telephone system equipped with TTD/TTY, processing calls using both commercial protocols, and non- protocol questions, entry into computer aided dispatch system (CAD) using correct call classification for verification of location, and jurisdiction. Entry of appropriate narrative in CAD to ensure safety of caller, bystanders, and public safety responders, verifying appropriate dispatch priority and routing call for dispatch. Processing of silent 911 calls to confirm or rule out hearing impaired or caller in distress. Answering and processing administrative calls and requests for referrals. When appropriate, performs database queries for confirmation of duplication of calls or pertinent location history. Incumbents are required to assist in oversight of Telecommunications staff in need of assistance and will serve as lead workers, shift administration including assigning work and monitoring work completion. Performs difficult skilled administrative support work managing and coordinating the emergency dispatch operations of the County and related work as apparent or assigned. Work is performed under the general direction of the Telecommunications Division Head.

Our core values—Resilience, Excellence, Accountability, Customer Service, and Honesty—are the foundation of our work and the standard by which we operate. As a member of our team, you are expected to demonstrate these values in every aspect of your role. This means delivering high-quality work, taking responsibility for your actions, providing exceptional service, and maintaining integrity in all interactions. Your commitment to these principles is essential to fostering a positive workplace culture and ensuring the success of our organization and the community we serve.Position Duties

• Facilitates a safe work environment where employees are treated with respect, dignity, and compassion. 
• Manages performance and completes annual performance evaluations for direct reports. 

• Coordinates a variety of emergency and non-emergency services to the public.
• Maintains dispatch system.
• Evaluates staff performance; takes personnel action and implements disciplinary actions; counsel staff regarding performance and employee personnel policies.
• Completes report sheet for communication center activity.
• Monitors equipment to ensure proper functioning.
• Ensures notification of proper agencies in disaster situations.
• Performs call taking and dispatching tasks of a communication supervisor to include answering 911 emergency and non-emergency calls, monitoring call traffic, operating multi-line automatic call-distribution telephone and radio console systems, and dispatching and coordinating appropriate services.
• Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies; enters and updates data into computer-aided dispatch systems; and coordinates with multiple agencies to facilitate dispatching, referral, and other departmental operations.
• Trains and coaches new and existing employees both in the classroom and on an assigned shift; documents training instructions, as assigned; monitors and tracks employee performance; assists with preparing and coordinating training sessions; and ensures that work complies with policies, procedures, and protocols.
• Performs quality assurance duties to maintain accreditation standards; evaluates 911 calls in accordance with accreditation standards; provides feedback to employees; reviews policies and procedures; and ensures that dispatch operations comply with applicable policies and procedures.
• Prepares reports, and maintains training and other records and databases; and may query confidential and general information when needed
• Demonstrate proficiency in dispatch of both Law and Fire/EMS.
• Serve as lead workers, manage staffing, and breaks for operational personnel, and mentor trainees
• Evaluates staff performance; takes personnel action and implements disciplinary actions; counsel staff regarding performance and employee personnel policies.
• Seeks to maintain a high level of morale and motivation within the department. Ensures all personnel operate as a team in the performance of their duties. Encourages cooperation and support among all employees of the center.
• Is the lead person in knowledge of CAD and other system operations, is able to correct system failures as needed to maintain critical, essential Communications Systems
• Position is subject to emergency call back and extended work hours to guarantee ample, continuous coverage as well as staging of personnel during periods of disaster.
• Performs assigned functions as a Disaster Ready Team (DRT) member.
• Performs related tasks as required.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Minimum Qualifications

Thorough knowledge and skill in the methods of operating the communications and radio dispatch systems; comprehensive knowledge of CAD system(s) and related computer functions; comprehensive knowledge of telecommunication procedures; skill in written and oral communication; ability to effectively read maps of various types; ability to provide advice and directions; ability to assign, review and evaluate the work of subordinates; ability to deal with the public under adverse conditions; ability to establish and maintain effective working relationships with associates and the general public.

Physical Requirements:

This work requires the regular exertion of up to 25 pounds of force, frequent exertion of up to 50 pounds of force and occasional exertion of up to 100 pounds of force; work regularly requires standing, walking, sitting, speaking or hearing, using hands to finger, handle or feel, reaching with hands and arms and pushing or pulling, frequently requires stooping, kneeling, crouching or crawling and repetitive motions and occasionally requires climbing or balancing and tasting or smelling; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions to others accurately, loudly or quickly; hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications and/or to make fine distinctions in sound; work requires preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts, using of measuring devices, operating machines, operating motor vehicles or equipment and observing general surroundings and activities; work frequently requires exposure to wet, humid conditions (non-weather), exposure to outdoor weather conditions, wearing a self-contained breathing apparatus and exposure to bloodborne pathogens and may be required to wear specialized personal protective equipment and occasionally requires working near moving mechanical parts, working in high, precarious places, exposure to fumes or airborne particles, exposure to toxic or caustic chemicals, exposure to extreme cold (non-weather), exposure to extreme heat (non-weather), exposure to the risk of electrical shock, working with explosives and exposure to vibration; work is generally in a moderately noisy location (e.g. business office, light traffic).Other Qualifications

• High School Diploma or GED,
• Three years of 9-1-1 emergency communications experience including demonstrated proficiency in call taking and dispatching of Law, Fire and EMS disciplines. Gathering and/or providing information and instructions to assist callers; referring calls to appropriate agencies; and entering and updating data into a computer-aided dispatch system.

Special Requirements:

• CPR certification
• International Academy of Emergency Dispatch (IAED) Emergency Medical Dispatch (EMD) certification
• International Academy of Emergency Dispatch (IAED) Emergency Fire Dispatch (EFD) certification (Not required at time of hire but must be obtained within 45 days from start date, or as training permits). 
• International Academy of Emergency Dispatch (IAED) Emergency Police Dispatch (EPD) certification (Not required at time of hire but must be obtained within 45 days from start date, or as training permits). 
• Division of Criminal Information (DCI) certification, (Not required at time of hire but must be obtained within 45 days from start date, or as training permits).
• FEMA ICS Certifications ICS100, 200, 700, and 800 (Not required at time of hire but must be obtained within 30 days from start date, or as training permits). 

Salary will be determined based on qualifications, internal equity, budget, and market considerations.

If applicable, your final transcript showing the date your degree was awarded and/or any required certificates or licenses listed in the application must be uploaded with your application, even if you are a current employee or we have received it with a previous application.