PSAP Supervisor

PSAP Supervisor

The PSAP Supervisor, reporting to the PSAP Coordinator under the direction of the 911 Operations Administrator, is responsible for overseeing the day-to-day operations, activities and personnel on an assigned shift to ensure compliance of established guidelines, procedures and policies.

Essential Duties and Responsibilities

Essential Duties and Responsibilities:

• Establishes priorities during peak activities and directs 9-1-1 call-taking and dispatching, as required, to meet PEMA Act-12 performance object objectives.
• Confirm that all calls for service are satisfactorily processed as defined by Departmental Standard Operating Procedures (SOPs).
• Promptly inform the Lead PSAP Supervisor and PSAP Manager of any calls that may have been mishandled.
• Confirm that 9-1-1 call-taking and dispatching are in accordance with Departmental Standard Operating Procedures.
• Schedule the breaks and lunches of Telecommunicators and Telecommunicator Specialists, dependent upon the 9-1-1 Center workload.
• Inform 9-1-1 Management of any equipment failures which may occur or are affecting the operation of the 9-1-1 Center.
• Serve as the County Warning Officer to provide advisories and warnings to the appropriate public officials and general public.
• Work with new and existing Telecommunicators and Telecommunicator Specialists to reinforce 9-1-1 call-taking and dispatching methods as defined by 9-1-1 SOPs.
• Ensure that Telecommunicators and Telecommunicator Specialists maintain their work areas in a professional manner.
• Assist with CLEAN/NCIC entries and paperwork as required.
• Must be able to perform all job functions of a Telecommunicator and Telecommunicator Specialist to assist when needed.
• Must be available to work irregular shift patterns, varied hours, weekends and holidays.

Required Knowledge, Skills and Abilities

Knowledge, Skills and Abilities:

• Knowledge of:
  • Comprehensive knowledge of a 24 hour emergency center.
  • 9-1-1 call-taking and dispatching procedures.
  • Supervisory methods and techniques.
  • Principles and processes for providing customer services.
  • Departmental rules and regulations.
  • Luzerne County Emergency Service Agencies.
  • Computer applications as related to emergency services call-taking and dispatching.
  • 9-1-1 Radio Communications System and the use of Public Safety Radio Protocols.
  • Daily operations within a PSAP setting.
• Skills in:
  • Effective interpersonal and coaching skills.
  • Effective communication skills, including oral, written and electronically.
  • Excellent organizational skills.
  • Effective customer relations at all times.
  • Microsoft Word, Excel, Publisher, Power Point and Adobe.
• Ability to:
  • Use logic and reasoning to analyze, understand and evaluate complex situations.
  • Establish and implement effective administrative programs and procedures.
  • Handle a variety of human resources issues with tact and diplomacy and in a confidential manner.
  • Organize and maintain records, documentation and confidential information as needed.
  • Communicate with the public, employees and outside agencies in a professional manner.
  • Understand and follow moderately complex oral and written instructions, often during stressful situations.
  • Work irregular shift patterns, varied hours, weekends and holidays.
  • Communicate and express ideas effectively, both orally and in writing.
  • Establish multiple priorities and independently manage projects with limited supervision.
  • Handle confidential data discreetly, disclosure of which is protected by law.
  • Provide guidance to Telecommunicators as needed.
  • Perform all other related duties as assigned.

Minimum Qualifications

Minimum Qualifications:

• Education equivalent to the completion of twelfth grade supplemented by training in Public Safety call-taking and dispatching.
• 3 years of emergency services dispatching / call-taking experience or related field.
• 1-2 years of supervisory experience is preferred.
• No criminal convictions or indictments of felony or misdemeanor charges or any computer crimes.
• Must maintain a flexible schedule to be available during emergencies related to 9-1-1 Center operations.

LUZERNE COUNTY IS AN EQUAL OPPORTUNITY & AFFIRMATIVE ACTION EMPLOYER.