Shift Supervisor (MVRDA)

Job Title

This is a responsible management position responsible for providing operations supervision for the county-wide Public Safety Answering Point (PSAP) staff and facility as well as a supervisory level liaison with partner agency staff.

Position involves competing demands such as strict deadlines, multiple tasks, and exposure to confidential crime information. Holiday, night and weekend work is required. Regular attendance is an essential function of this job to ensure continuity of services. Meeting or exceeding the minimum qualifications does not guarantee an invitation to participate in the process.

Environmental Factors: Works in an office environment with no notable environmental factors.

Physical Factors: Light physical work with frequent use of a computer.

Work Situation Factors Position involves competing demands, performing multiple tasks, working to deadlines, maintaining confidentiality, and responding to customers who may be disgruntled and irate. Position includes shift work outside of normal business hours with mandatory overtime. Regular attendance is an essential function of this job to ensure continuity of services. Position is subject to drug testing in accordance with applicable State and Federal regulations and Mesilla Valley Regional Dispatch Authority policy.

Duties and Responsibilities

• Prepare schedule, including approval of leave requests, for Telecommunicators and Call Taker personnel to ensure sufficient resources to handle predicted workload.
• Monitors training progress of trainees, including providing training, guidance, supervision and evaluation.
• Provides input and recommendations for staff retention, additional and remedial training.
• Assists Training Supervisor in development of new and updated training programs, policies and protocols.
• Provides Management and Informational Technologies with status of facility and equipment, including periodic functionality tests of equipment to ensure serviceability.
• Plan, organize and review the work of subordinates.
• Maintains confidentiality of information including duty-related and personnel-related information.
• Work rotating shifts, including additional on-call Supervisory duties.
• Works with TTD/TTY, speech/hearing impaired equipment.
• Enters, supplements, modifies, clears, cancels and 2nd party checks records in NCIC.
• Conducts quality control by reviewing entries and making necessary corrections.
• Provides coaching and mentoring to staff members.
• Investigates complaints, violations of rules, policies, and procedures, including coordination with Quality Assurance Specialist, when necessary.
• Responsible for providing disciplinary actions when necessary.
• Performs call taking and dispatch tasks and duties.
• Remain proficient in emerging technologies.
• Remain proficient with dispatch and call taking duties and other 911 operational functions.
• Works rotating on-call schedule with other Supervisors.
• Other duties as assigned.

Minimum Qualifications

Two (2) years experience in public safety area, including two (2) years experience in Computer Aided Dispatch (CAD) or 911 protocol software and two (2) years hands-on experience with NCIC. Supervisory experience is preferred. A combination of education, experience, and training may be applied in accordance with MVRDA policy.

Licenses and/or Certifications NMLEA Police Radio Dispatch Certification, NCIC Certification, Emergency Medical Dispatch (EMD) Certification, CPR Certification (All required certifications must be obtained within 6 months of hire date). Form DD-214 Honorable Discharge, if applicable, and valid NM Class D Driver's License or equivalent issued by another state, as a requirement for various certifications. Position requires an acceptable driving record in accordance with MVRDA policy.

Knowledge, Skills, and Abilities

Knowledge of: Microsoft Office Suite or related software; modern office practices and procedures; Computer Aided Dispatch (CAD) system and other 911 protocol software such as Emergency Medical Dispatch (EMD); E-911 and Public Safety Dispatch systems, operations and policies and procedures. Must be knowledgeable in NCIC rules, regulations and MVRDA standard operating procedures.

Skills in: Operation of the listed tools and equipment; skill in verbal and written communications, interpersonal skills; diplomacy; strong analytical and problem-solving skills, decision-making skills; accuracy and attention to detail in work performed; independent thinking; organizational skills; and time management skills with a proven ability to meet deadlines.

Ability to: Operate radio broadcasting and receiving equipment, computer, teletype equipment and multiple telephone console; adapt to emerging technologies; communicate clearly and concisely, both orally and in writing; ability to effectively deal with the public; follow oral and written instructions and guidelines; perform tactfully and proficiently under stress; analyze data and write reports; conduct training program; organize and prioritize numerous tasks; and maintain strict confidentiality. Ability to effectively and efficiently supervise, coach and mentor multiple staff members.