911 Dispatch Supervisor

Summit County Government (CO) 911 Center Supervisor

$87,436.00 - $104,923.00 Annually

Frisco, CO

Regular Full-Time

Description

Individuals in this position supervise and direct subordinate staff. Tasks include assigning and delegating work projects, scheduling employees to ensure proper staffing levels are maintained, and ensuring that standards of service are maintained in accordance with national standards and the mission and vision of the Summit County 911 Center. Supervisors are responsible for performance management, including: work performance, coaching, mentoring, and implementing corrective action for performance and conduct issues. Supervisors perform the duties of a 911 dispatcher as required.

Examples of Duties

Supervisory responsibilities include general supervision of assigned employees and daily oversight of dispatchers on duty on the supervisor's shift.

Participates in hiring and training dispatchers. Makes disciplinary decisions and initiates disciplinary actions; evaluates performance of dispatchers in accordance with organizational standards and objectives.

Handles scheduling and staffing issues caused by illness, vacation, and training.

Performs all tasks associated with the Telecommunicator position.

Performs other related tasks and duties as assigned.

Operational Performance Management

Oversees one or more of the following areas for the 911 center: Operations, Training, Recruitment, or Quality Assurance. Includes day-to-day oversight, execution, and quality assurance in that area, as well as ongoing improvement for that area.

Supervise dispatch personnel and plans work assignments, setting priorities, and direct the work of all subordinates to ensure that organizational service expectations are achieved.

Evaluate shift operations through personal observation of dispatchers and recommends improvements or modifications to work practices and employee performance as appropriate.

Evaluates and verifies employee performance through the review of completed work assignments and work techniques.

Reviews and interprets goals and objectives of the work area in order to resolve problems, make recommendations for changes to policies and procedures, and assure the adequacy of work performance.

Reviews Police/Fire/EMS calls for compliance to protocols.

Follows up and resolves concerns / complaints about operational policies and procedures from the agencies or the public.

Work with Dispatch Leads to identify potential issues and improvements, including analyzing data and patterns.

Identify changes and improvements to Standard Operating Procedures and work with Deputy Director and agency personnel to finalize and implement those changes.

Directly oversees and supports Incident Response / Emergency Management support operations for the dispatch center. Participates in after-action reviews and implements needed improvements within the center.

Personnel Performance Management

Works proactively with staff to resolve performance or personnel issues at the lowest level.

Investigates and resolves complaints about individual dispatchers from user agencies and the public.

Identifies issues and implements basic corrective actions including coaching and counseling sessions, as well as verbal warnings; discusses the need for further corrective action with the Director / Deputy Director and/or Human Resources, as appropriate.

Documents and works to improve performance of assigned employees through development and use of performance plans, call reviews, and personnel performance log entries.

Support and Assistance

Stays generally aware of employee actions and behaviors for signs of stress, coping, and general emotional well-being, specifically watches for these signs during or any time after high stress or major incidents.

Provides peer support or ensures appropriate resources are engaged for support.

Responsible for support functions related to operations of the communications center including shift schedules, replacement coverage, health and safety issues.

Provides direction and answers regarding all types of technical and operational questions and concerns.

Serve as a resource for employees on policies and procedures in unusual or questionable situations.

Acts as the first point of contact for technology and equipment malfunctions within the Communications Center.

Reviews and evaluates the problem or malfunction and determines the best course of action to bring resolution to the problem. This may involve direct action through trouble-shooting the problem and/or notifying the correct on-call or maintenance personnel.

Identifies needs and requirements for updated or upgraded equipment and works with management and IT support to advance those requirements.

Records and Reports

Completes a variety of reports and correspondence relating to dispatch activities in a timely manner.

Maintains records, prepares reports, and composes correspondence relative to the work.

Other Responsibilities

Covers vacation, comp time, holiday time, or sick time requests equitably with other Supervisors.

Provides relief for Telecommunicators as needed to work on projects, take breaks, attend classes, or teach classes.

Covers open positions until they are filled.

Covers on-call requirements equitably with other Supervisors.

Attends monthly meetings, such as staff meetings, Operations Workgroups, or ad-hoc committee meetings.

May be assigned specific responsibilities and/or leadership for programs or projects, such as the training program, quality assurance program, or long-term operational projects such as scheduling, technical support, or equipment maintenance.

Physical Demands and Work Environment

The physical demands and work environment 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 job functions. Request for reasonable accommodation(s) must be made to the Summit County Government Human Resources Department. Ten hour shifts often require mostly sitting; able to work closely with others in a close office setting; consistently works well under pressure and manages stressful situations and/or multiple projects without compromising job performance or mental and physical well-being.

Typical Qualifications

Successful candidates for this position understand basic supervisory and employee management principles; have a strong working knowledge of law enforcement, fire, and EMS procedures and practices; are able to learn complex computer systems and their application to public safety communications; are able to pass a criminal background check, polygraph, and psychological evaluation; and are able to work 40 hours per week, including nights, weekends, and holidays.

Education, Experience, and Formal Training:

High school graduate or equivalent.

Minimum three (3) years of 911 dispatching experience; two years of relevant supervisory experience preferred.

Working knowledge of law enforcement, fire, and EMS procedures and practices; thorough knowledge of computer systems and their application to Public Safety Communications.

Licenses or Certificates:

EMD, CPR, NIMS, CBI.

Successful completion of APCO Supervisory course within the first year of employment.

Knowledge, Skills and Abilities:

Meets or exceeds all requirements for subordinate levels (Dispatcher I, Dispatcher II, Dispatch Lead).

Supervision:

Knowledge of basic supervisory and employee management principles, including the principles and practices of effective staff supervision and motivation.

Ability to think analytically and apply sound judgement, solve problems, make effective decisions, and act with integrity.

Knowledge of applicable policies and procedures governing the hiring, employment, and separation of employees.

Skills in prioritizing, planning, assigning, coordinating, directing, monitoring, and reviewing work assignments.

Apply a high level of initiative, discretion, and judgment in accomplishing the work.

Ability to work with frequent interruptions and changes in priorities.

Ability to maintain composure under stressful conditions and to quickly and accurately make decisions involving life threatening emergencies.

Skill in handling conflict and uncertain situations.

Skill in collecting, analyzing and interpreting data.

Ability to train others.

Interpersonal/Working Relationships:

Ability to positively supervise and motivate employees in all phases of Summit 911 dispatch operations; demonstrates consistency dealing with people; shows personal integrity and sensitivity to others; able to administer constructive feedback while promoting a cooperative and team atmosphere; ability to delegate and prioritize effectively to assure project completions.

Interpersonal skills necessary to develop and maintain positive, cooperative, effective, and appropriate working relationships with co-workers, the public, and representatives of user agencies.

Communications:

Skill in verbal and written communications.

Ability to establish and maintain excellent communications with personnel, members of user agencies, and the public.

Effective interpersonal communications methods and techniques, including conflict resolution, debriefing, and interpersonal mediation.

Explain and help dispatch