Senior Dispatcher

Senior Dispatcher

The Senior Dispatcher oversees the day to day operations of the emergency communications center (ECC) and personnel assigned to a particular shift. Additionally, the incumbent: assists Dispatchers in the more difficult and complex calls, dispatches such as those involving coordination of various agency or department services, prioritization issues, and unit, equipment or apparatus dispatching conflicts, and serves as the technical expert over complaint-taking and dispatching operations.

Examples Of Duties

• Notifies management of emergency and non-emergency concerns, complaints, and incidents;
• Responds to personnel issues; notifies management as needed; oversees training of new dispatchers assigned to their shift;
• Monitors incoming and outgoing emergency and non-emergency call taking operations, monitors incoming and outgoing radio traffic, and monitors compliance with policies and procedures, rules and regulations, and directives.
• Oversees on their assigned shift and ensures procedures are followed;
• Serves as the technical expert for complaint taking and dispatching operations on their shift;
• Trains staff and documents training and makes training recommendations;
• Provides information for performance evaluations, counsels staff, and provides performance feedback;
• Performs any and all of the responsibilities of a dispatcher and uses a variety of communications equipment such as telephone and radio consoles, printers, and fax machine;
• Performs basic troubleshooting on the equipment;
• Prepares correspondence concerning assigned staff to include commendations or disciplinary actions needed and makes recommendations to the ECC manager/director;
• Counsels employees regarding work performance, documents actions, investigates complaints against assigned staff, and takes follow up steps;
• Provides conflict resolution when possible;
• Creates a radio console rotation for shift personnel;
• Updates the shift with new policy and procedure changes;
• Ensures that all VCIN/NCIC entries made on their shift have been reviewed for accuracy;
• Reviews calls handled on the shift for accuracy;
• Enters service calls into the computer aided dispatch (CAD) system, and operates the CAD system effectively, tracking unit activity and researching data and information;
• Develops and maintains positive relations with members of the public;
• Coordinates with other County departments and personnel as appropriate to ensure cooperation and continuity of effort and services among the agencies;
• Ensures that callbacks to citizens regarding delayed responses are made in a timely fashion;
• Researches, investigates, and follows up on complaints regarding dispatch operations;
• Performs other related duties as assigned.
• Supervise and train subordinate employees in proper procedures, work practices and safe methods, and promote and maintain a safe and healthy work environment free of recognized hazards in accordance with County policy.

Physical Demands

The work is sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Requires the use of fingers, hearing, speaking, visual acuity, and walking.

Required Qualifications

Education and Experience:

Requires a High School Diploma / GED, and three (3) years of work experience.

Licenses or Certifications:

Requires all the requirements of a Dispatcher: VCIN Certificate and Dispatcher School certification, and a combined minimum of 2 years full-time experience or combined minimum of 4 years of part-time experience as a Dispatcher.

Special Requirements:

Requires the incumbent to have successfully completed a DCJS General Instructor course or successfully complete it within the first twelve (12) months (or when offered) from date of promotion.

Requires the incumbent to have successfully completed a DCJS certified Leadership and Supervisor course within 12 months of promotion. (Or when offered)

Supplemental Information

Please Note: All County employees may be required to report to serve our customers during emergency conditions. While some will perform their regular duties, others may be assigned to report at a different time and location and to perform different duties from their regular jobs. Employees will either be deemed essential personnel and provide services that must continue regardless of or pursuant to a state of emergency or will be deemed nonessential personnel that will be required to report to work in an emergency if they receive an assignment to shelter duty or other duty.

Benefits

This position is benefits eligible.