Operations Supervisor- Aurora911

Emergency Communications Operations SupervisorIt is an exciting time to work for the City of Aurora, we're growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity, Respect, Professionalism, and Customer Service, and we welcome all who share these values to apply.Why Work for Aurora?Make a difference in the lives of real people every dayDiverse communityCompetitive total compensation packageWell-Funded General Employees Retirement PlanLight rail station minutes awayOn-site fitness center and overall employee well-being programs Internal educational programs to assist with career advancementAccess to innovation workspacesThe Mission of Aurora911 is to get the Right Resources to the Right Place at the Right Time, for Everyone, Every Time.Aurora911's Vision: We are igniting a worldwide transformation in public safety communications, fueled by innovation and heartfelt compassion. We will bridge diverse communities and nurture an Aurora where respect is foundational, integrity unites us in mutual trust, and teamwork is our North Star.Aurora911 is staffed by public safety professionals who are trained to answer and triage 9-1-1 and non-emergency telephone calls, as well as dispatch police, fire, paramedic, and alternative response resources. Our dedicated 9-1-1 professionals gather and analyze critical life-safety information from callers and send the information via computer to police, fire and or paramedic dispatchers who are responsible for coordinating the response of field responders. The Aurora911 team works in partnership with Aurora Police Department, Aurora Fire Rescue, Falck ambulance, Aurora Mobile Response Team, Information Technology, and other city departments to ensure the safety and quality of life for residents, businesses, and visitors in the City of Aurora.Aurora911 processes 9-1-1 and non-emergency calls from the citizens and visitors in the City of Aurora. More than 600,000 telephone calls for service are received annually, the majority of which result in the dispatch of police, fire, rescue, or emergency medical responders.The Emergency Communications Operations Supervisor is a self-motivated team contributor who provides leadership, guidance, and cultivates technical and human skills for all team members and ensures ongoing operational continuity. The Operations Supervisor assigns, reviews, and participates in the daily work of staff responsible for providing emergency communications and dispatch services within an assigned team or shift; ensures work quality and adherence to established laws, ordinances, policies and procedures, and compliance with performance measures/service level standards; and participates in the daily supervision of communications center operations. This position is selected through application and competitive process, which includes external candidates. Candidates must be willing to work in a 24-hour environment, which includes shifts on swings and graveyards, weekends, holidays, overtime, and on-call.Primary Duties & ResponsibilitiesEnsure a positive, engaging workplace environment based on open communication, recognition, by modeling the desired, in-bounds behaviors of Aurora911's Foundational Four Values.Plan, prioritize, assign, supervise, and review the work of assigned staff; participate in the selection of assigned staff; provide or coordinate staff training; work with employees to develop competencies and correct deficiencies; implement discipline procedures.Motivate, support, and positively recognize staff members. Actively contributes to a healthy work environment through modeling positive behaviors.Provides feedback to team members which is designed to optimize personal and professional success through performance enhancementEstablish schedules and methods for providing public safety dispatch services; identify resource needs; review needs with appropriate management staff; allocate resources accordingly.Works as a part of the leadership team to recommend for adoption, develop, review, update and implement policies, procedures, operating guidelines, technology, and professional development resource allocation strategies which are current, applicable, and sustainable.Participate in the development and implementation of goals, objectives, policies, procedures, and priorities for assigned programs; recommend improvements and modifications.Operate and maintain communications center equipment including radio systems, computer aided dispatch and emergency 911 telephone equipment; software programs; generate reports from computer aided dispatch and archived recordings, troubleshoot and report equipment issues through prescribed channels.Respond to citizen inquiries, requests and questions regarding public safety telecommunications services, record and research complaints.Schedule effective twenty-four-hour telecommunications center operations to ensure consistent service levels.Prepare and conduct periodic testing and quality assurance to ensure that all staff are proficient in areas of assignment.Monitors supplies and operational resources, and replenishes inventory as required.Prepare and maintain a variety of records, reports, and logs.Can provide operational support to the department through competently performing the duties and responsibilities described in the Emergency Communications Specialist job series.Serve as liaison with various public safety agencies to determine telecommunications and dispatch needs, address concerns of users and maintain a cooperative working relationship.Contributes to the identification of root causes in common performance issues and develops education and guidance to correct the issue.Perform other duties of a similar nature or level.This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without noticeMinimum Qualifications & Working ConditionsAn equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered.Age:Applicants must be 18 years of age or older at the time of employmentEducation:High School Diploma or GEDMust successfully complete the Aurora911 Basic Training Program, to include all relevant certifications (CCIC/NCIC, EMD, EFD, CPR)Preferred Education:Bachelor's degree from an accredited universityExperience:Three (3) years of progressively responsible experience in a 911 Public Safety Communications CenterOne (1) year of experience as a lead worker or trainerLicenses and Certifications required throughout employment:NCIC/CCIC CertificationNIMS 100, 200, 700 CertificationCertification in CPR and First AidCrisis InterventionEmergency Medical Dispatcher (MPDS) certificationThe ability to acquire Emergency Fire Dispatcher (FPDS) certification.The ability to acquire Police Dispatcher (PPDS) certification.Knowledge:Principles of supervision and professional development, including but not limited to supervision, leadership, motivation, coaching, establishing goals, conflict resolution, team building, delegation, record keeping and effective communications.Operations, services and activities of a public safety telecommunications and dispatch center.Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems.Techniques of questioning for both emergency and non-emergency calls.Dispatching techniques with use of radio system for communicating and receiving information.Principles of adult learningPrinciples of generational learningPrinciples of cultural learningPrinciples and application of diversity awarenessCustomer service principles and problem resolution techniques.Principles and practices of record keeping and documentation.Geographic features and locations within the area served.Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems.English usage, spelling, grammar, and punctuation.Modern office technology and equipment, including computers and related software applications.Applicable Federal, state, and local codes, laws and regulations.