Communications Supervisor - 911 Dispatch (Sheriff's Office)

Position Summary

This role involves overseeing shift operations within the Communications Division, leading and guiding the communications team while fostering positive organizational culture through behavior, demeanor, and example. Additionally, the Communications Supervisor needs to be capable of fulfilling the core responsibilities of a Communications Officer and will serve as a Communications Officer on their assigned shift regularly to maintain shift minimums.

SUPERVISION

This position supervises communications staff on their assigned shift and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Hours of Work: This hourly position normally works a rotating schedule of 5 days on, 2 days off, 5 days on, 3 days off for an 8.25 hour shift. Shift hours are 6:45 a.m. - 3:00 p.m. for 1st shift, 2:45 p.m. - 11:00 p.m. for 2nd shift, and 10:45 p.m. - 7:00 a.m. for 3rd shift. The selected candidate will likely be placed on 2nd or 3rd shift.

Essential Duties and Responsibilities

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Provide coaching, leadership, and mentorship to the Communications Center staff.

Keep the Operations Manager informed of all aspects of the operations of the Communications Division including, but not limited to, service complaints, personnel problems, equipment problems, etc. Contact the Operations Manager in the event of major emergencies.

Assist the Operations Manager in the development and implementation of agency goals, objectives, policies, and procedures. Assist the Operations Manager in gathering Communications Division statistics, analysis, and reports.

Oversee and supervise the communications team. Ensure appropriate staffing levels for each shift by maintaining the schedule. Make necessary adjustments to shift schedules as needed. Submit work schedules that account for overtime, holidays, and training to the Operations Manager. Ensure that weekly timecards are completed accurately.

Ensure that proper action is taken in the event of equipment failure with ability to troubleshoot problems and determine who to call for problem solving. Oversee the staff's use of the equipment to ensure its adequate use and maintenance to maximize the life of the equipment and proper operation.

Assist in the training of new employees and developing and implementing staff training programs.

Assign work and set priorities. Oversee the operations, activities and personnel of the communications center to ensure the compliance of established guidelines, procedures and policies.

Receive, review, investigate and handle problems and complaints regarding specific incidents and/or employees as assigned. Investigation includes reviewing tapes, answering questions, duplicating appropriate master tapes relating to investigations and submitting findings in a written report to the Operations Manager. Recommend disciplinary action or commendations and perform as directed.

Monitor potential problem areas (i.e. continuing problems on radio, personality conflicts, attendance, etc.). Counsel employees regarding work habits, behavioral problems and other issues affecting the employees work performance and may issue discipline in the form of oral and written reprimands as directed.

Maintain a high level of knowledge and skill regarding the equipment, policies, procedures and techniques of 911 call-taking and dispatching.

Complete a variety of reports and correspondence relating to shift and personnel activities including preparation of documentation for court purposes.

Represent the division, as assigned, at meetings and conferences. Attend and participate in employer sponsored training. Ensure up-to-date knowledge of relevant issues, legislation, procedure or policy changes affecting the Communications Division.

Actively seek ideas and promote ways to raise the standards of the division.

Participate with the Operations Manager in the development, implementation and review of procedures, policies and training programs.

Maintain professional relationships with team members, understanding the leadership hierarchy, and fostering a culture of professionalism within the agency. Recognize the dynamics of the supervisor-employee relationships.

Proficient in all related duties of a Communications Officer. Serve as a Communications Officer on designated shift to maintain shift minimums.

Maintain confidentiality.

Follow the Sheriff's Office chain of command policy. Support Administration, even if they do not agree with directions or decisions.

Instill trust by following through with directions, and complete requests in an acceptable manner.

Respond to emergencies during off time arising from inclement weather, equipment failure, personnel issues, or other natural or manmade incidents to provide additional staffing as required.

Demonstrate a commitment to county safety and risk management efforts.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty 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.

Education and/or Experience

High school diploma plus two additional years of formal preparation and four to five years of relevant prior experience; or an equivalent combination of education and experience in public safety dispatching. Proven experience with legal, medical, law enforcement and fire/rescue terminology.

Certificates, Licenses and Registrations

Advanced TIME Operator Certification

Emergency Medical Dispatch Certification

If either of these certifications are not held at time of hire, they must be obtained within twelve (12) months of the date of hire as a condition of continued employment; failure to obtain said certifications will be grounds for termination.

Felony convictions in any jurisdiction are disqualifying.

Interactions & Communication

Provides specialized information and/or recommendations to others regarding an area of expertise.

Decision Making

This position has authority to make decisions that are within general procedures and protocols; supervision is available as required or requested. These decisions directly impact performance in the job and/or work unit within a department and information is provided with additional research and observations which contributes to the decision-making process.

Thinking & Problem Solving

In relation to established procedures, protocols and policies of the County, challenges in this position tend to be diverse, but are typically covered by precedent or established practice.

Tools and Equipment Used

Telephone

Calculator

Alarm Panel

Voice Loggers

Copy Machine

TDD/TTY machine

FAX Machine

Radio/Telephone consoles

Personal Computer/Printer

Mobile Data PC

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Selection Process

To include: Formal Walworth County Electronic Application Employment History Review Oral Department Interview Law Enforcement Suitability Test Background Investigation Reference Check Post Offer Psychological Evaluation Post Offer Physical Exam Drug Screen Other job related tests may be required.

Walworth County Employee Benefit Summary

H - Non-Represented Hourly Employees BARGAINING UNIT: Non-Represented Hourly Employees Hired on or after January 1, 2012 DATE: January 1, 2019 EMPLOYMENT STATUS: All employees of Walworth County are at-will employees. BASIS OF PAYMENT: You are paid for actual hours worked plus pay for any accrued benefit time for which you are eligible. You are eligible for overtime or compensatory time in accordance with provisions of the Fair Labor Standards Act. SCHEDULED TIME OFF: Accrued based on straight-