Telecommunications Supervisor

POSITION SUMMARY: This is the second level in a two-level Public Safety Support series. Typical duties may include: supervising staff; preparing work schedules; completing public safety validations; retrieving information for public information purposes; responding to inquiries from the public; performing emergency and non-emergency public safety dispatch; and/or, performing other related activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The below statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. This description is subject to modification as the needs and requirements of the position change.

• Supervises staff to include: prioritizing and assigning work; conducting performance evaluations; ensuring staff is trained; ensuring that employees follow policies and procedures; maintaining a healthy and safe working environment; and, making hiring, termination, and disciplinary recommendations.
• Oversees and participates as the Terminal Agency Coordinator for this agency.
• Duties include audits and verification of information with multiple national, regional, state, and local law enforcement and criminal justice systems and databases.
• Provides technical operational updates and ongoing training to include certification on personnel, vendor and contractors with access to local, state and federal criminal justice systems, maintains user access, ensures compliance with CJIS is ongoing.
• Provides and oversees emergency and non-emergency call response and service dispatch; identifies and notifies resources required; and/or coordinates outside agency support. Provides and oversees records management activities.
• Performs quality control checks by monitoring and validating entries into the state and national crime information center databases.
• Responds to inquiries from the public; investigates complaints; gathers information; and provides response and problem resolutions.
• Retrieves and provides audio recordings of service calls requested by police, court services, or for public information purposes.

• Contributes to the overall success of the department by performing other essential duties as assigned.
• Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.

• Subject to 24-hour recall: The City reserves the right to require an employee in this position to work overtime including during emergency situations (defined as any natural or man-made disaster that may or may not necessitate the relocation of City personnel or citizens). In the event of an emergency and/or a required evacuation, the incumbent may be required to remain at work to provide needed services or perform essential duties for the benefit of the general public including services or duties different from those performed in the normal course and scope of the position.

KNOWLEDGE, SKILLS & ABILITIES: To perform in this position successfully, and individual(s) must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Must type 35 wpm and pass computer-based testing.
• Applicable Federal, state and local laws, codes, regulations and/or ordinances;
• Supervisory principles, practices and techniques;
• Record and file management principles;
• Emergency communications practices and procedures;
• Quality control methods;
• Interpreting and applying applicable laws, codes, regulations and standards;
• Supervising, monitoring, training and evaluating staff;
• Overseeing emergency call response and emergency dispatch services;
• Overseeing and providing customer service;
• Monitoring and overseeing radio and telecommunication systems operations;
• Supervising the delivery of time sensitive requests in a controlled manner;
• Monitoring system compliance and quality assurance;
• Researching and monitoring the utilization of database information;
• Overseeing the maintenance of logs, records, files and database information;
• Utilizing a computer and relevant software applications;
• Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, and others to sufficiently exchange or convey information and to receive work direction.

EDUCATION, EXPERIENCE AND TRAINING (Certification/Licensure): The preferred way to obtain the minimum knowledge, skills and abilities to perform the essential duties and responsibilities of this position are listed below. The City reserves the right to allow substitutions in the event that a candidate or incumbent exceeds requirements in one area but may be deficient in another.

• High School Diploma or GED and three (3) years of experience as an Emergency Telecommunications Operator; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
• Dispatcher Intermediate License issued by the Texas Commission on Law Enforcement.
• Valid Driver's License

ADA AND OTHER REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Positions in this class typically require stooping, standing, walking, talking, hearing, seeing and repetitive motions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

The City of Stafford is an Equal Opportunity Employer