911 Dispatch Supervisor - Full-time

About the Department

Individual operates and functions during their tour of duty, organizing and supervising the work of subordinates and ensuring compliance with all rules, regulations, policies, and procedures of Delaware County Emergency Communications. Individual reports directly to the Director of Emergency Communications.

Position Duties

High school diploma or GED, proficient knowledge of basic computer applications and keyboarding, and at least five (5) years of direct work experience in a 9-1-1, Call, or Dispatch Center is required (related bachelor’s degree may be substituted for two (2) years direct work experience).
Must demonstrate the ability to effectively manage and lead subordinate personnel.  
Must possess a valid driver’s license and have an acceptable driving record. Individual must meet and maintain qualifications for driving on county business at all times, including insurability.  
As a condition of continued employment, within one year of the hire date, the individual must successfully complete and maintain certification in CPR/AED, all the current APCO required disciplines, NIMS certifications, and any other required standards.  
Must maintain all required licenses and certifications as a continued condition of employment.

Minimum Qualifications

• Proficient at all job functions of a telecommunicator as required, in addition to the following:
• Organizes and supervises the work of the telecommunicators efficiently and effectively;
• Counsels telecommunicators and recommends commendations or progressive discipline when necessary;
• Works with the emergency response community to improve customer service;
• In conjunction with the Director, performs quarterly check-ins and annual performance evaluations;
• Responsible for participating in the Quality Improvement Program by reviewing calls for service with the telecommunicators;
• Assists in the facilitation of the ongoing training program, including policy/procedure review with the telecommunicators and newly hired probationary personnel;
• Completes monthly call processing review reports and other reports as necessary;
• Processes public records requests for tape recordings and/or written logs as necessary;
• Maintains effective working relationships with emergency repair service providers for 24-hour coverage on specific equipment, screening equipment functions, reporting needed repairs to authorized personnel, creating service records, and monitoring status throughout completion of service as directed by policy;
• Responds to the Emergency Operations Center, backup Communications Center, the Communications Center, or alternate location during an emergency recall as defined by Center policy;
• Drives vehicles to complete job duties, including but not limited to reporting to backup communications centers or alternate emergency locations, and attending meetings and/or work-related functions at various County and business-related facilities;

• Demonstrates regular and predictable attendance; 
• Attends various training sessions, video conferences, and workshops;
• Operates LEADS and NCIC database software to query, verify, and enter criminal justice records; 
• Hold as confidential all aspects of the job;
• Performs typing, word processing, and related computer operations; 
• Works overtime and outside of typical work schedule/business hours as required; and,
• Performs other duties as required.

Other Qualifications

NON-ESSENTIAL JOB FUNCTIONS:

• Performs related non-essential functions as required.

JOB REQUIREMENTS
Equipment
Ability to operate an emergency telephone system with standardized call processing procedures, an 800 MHz radio system, wireless headsets, a Computer Aided Dispatch and mapping program, the Telecommunications Device for the Deaf (TDD) system, the backup systems, the Federal Emergency Alert System, the MARCS system, emergency alert notification systems, the push-to-talk two-way system, the alpha-numeric paging system, the AED device, the LEADS system, and other law enforcement databases, the instant retrieval recording system, equipment battery chargers, evaluation systems, a variety of office equipment, and other equipment necessary to perform duties. Individual uses personal protective equipment to perform job duties safely.
Critical Skills/Expertise

• Demonstrated proficiency in expertly operating an emergency telephone system and a computer-aided dispatch/mapping program to efficiently receive and process telephone calls;

• Proficient in the FCC rules, regulations, and guidelines that govern telephone and radio communications, including the requirements of their application, and demonstrate the ability to apply them reliably;

• Proficiency in understanding responder requirements as they relate to call processing techniques and can efficiently and effectively query callers, achieving maximum benefits for responder usage;

• Ability to expertly operate an 800 MHz radio system to process public safety responder radio traffic;

• Proficient knowledge of computers and basic computer applications, keyboarding experience with a minimum typing rate of 30 wpm;

• Proficiently maintains composure, reassuring callers, and processing accurate information during crisis situations quickly and effectively to render assistance throughout an emergency;

• Ability to work independently, remaining focused regardless of stress level;

• Proficient with defining and solving problems, collecting data, establishing facts, and drawing valid conclusions using judgment and analytical abilities;

• Proficient in understanding and applying unique communication terminology to facilitate response, identify resources, employ applications and procedures in fire, medical, emergency management, and law enforcement situations and correlate to CAD usage; 

• Must possess a working geographic knowledge of Delaware County and surrounding areas;

• Acquires and maintains certification in all required programs and/or equipment operations necessary to perform the job skills;

• Proficient with operating a telecommunications device for the deaf system expertly and seamlessly in conjunction with both the administrative and the emergency telephone systems to communicate with the deaf and hard of hearing;

• Efficiently utilize emergency interpretation/translation system to communicate with non-English speaking callers;

• Demonstrates an effective oral and written command of the English language, ensuring all information entered into databases, forms, telephone, radio, and in person is spelled correctly, legible, accurate, grammatically correct, complete, audible, and able to be understood by the receiver of the information;

• Proficient knowledge of the LEADS system, NCIC, CJIS, NLETS, and other law enforcement databases, and an understanding of their associated codes, laws, rules, regulations, and governing guidelines;

• Communicates professionally and effectively with internal and external customers, both orally and in writing;

• Organizes and prioritizes work assignments, multi-tasks with accurate focus and refocus in a high-stress environment;

• Proficient ability to work effectively with callers and internal and external customers who may be upset, distraught, irate, emotionally or mentally, or otherwise unable to function within a reasonable range of constructive behaviors; 

• Proficient ability to work professionally with a diverse range of responder dispositions, remaining calm and focused, assisting the responders in achieving the desired result;

• Ability to apply management principles and supervisory skills to work situations, to direct, motivate, and manage subordinate personnel, to plan and implement department goals and objectives, to develop and implement programs and projects, to delegate duties, to develop collaborative relationships and initiate and recommend corrective action; 

• Ability to adhere to departmental rules and procedures regarding confidentiality due to the nature of information that is accessed and received;

• Ability to perform as a team player and a leader and demonstrate an expert ability to set and achieve goals;

• Delivers excellent customer service, externally and internally;

• Proficiency in grammar, writing, mathematical skills, spelling, and punctuation;
• Thorough knowledge, adherence, and aptitude to follow safety policies, procedures, and practices; and
• Thorough knowledge, adherence, and aptitude to follow federal, state, county, and department policies, procedures, laws, and regulations.

DIFFICULTY OF WORK
Work is performed on rotating shifts, consisting of complex, varied, standardized, and non-standardized tasks requiring the application of numerous laws, rules, regulations, policies, and procedures. Individual must be able to function under high-stress levels and extremely complex, time-sensitive, complicated situations working with mobility constraints.
 
RESPONSIBILITY
Individual supervises telecommunicators, assigns projects, checks on progress of work, and evaluates results. The individual provides general guidance, allowing the telecommunicators the ability to plan procedures and methods to accomplish objectives. Individual operates independently of direct supervision in handling daily operations and activities, establishing priorities, making referrals to other agencies, and forming collaborative relationships with other service providers in the County, normally receiving their supervisor's input only when needed.  The supervisor provides general guidance but allows the individual to plan the procedures and methods to accomplish objectives. Errors in work may cause inaccuracies in reports, records, or technical data, resulting in inaccurate or incomplete information, and may cause loss of efficiency of response of emergency services and possible loss of property and life.
 
PERSONAL WORK RELATIONSHIPS
Contact is with co-workers, emergency service personnel, and the public.  The purpose of these contacts is to guide and direct, check on the progress of work assigned, coordinate services, handle questions and concerns, gather information, and disseminate such information to various locations in a timely manner.
 
PHYSICAL EFFORT AND WORK ENVIRONMENT
Physical Requirements: The physical requirements of the position are identified as sedentary work that may require lifting up to twenty-five (25) pounds.

Physical Activity: The physical activity of the position is manual dexterity, talking, hearing, listening (including specialized listening acuity), reaching, and moving around.  Any or all activity may be experienced for extended periods of time.
 
Visual Activity:  The minimum visual activity of the seeing job is close to the eye and requires viewing computer terminals for extended periods of time.
 
Job Location: The minimum work conditions for the position indicate that the individual is not exposed to adverse environmental conditions.
 
SUPERVISORY FUNCTIONS:
Span of Control: Individual supervises Telecommunicators.