Public Safety Communications Supervisor

Job Summary The work of the Telecommunications Supervisor involves the direct supervision of the Telecommunications Officers of the Manvel Police Department. Under general supervision of the Police Captain, the duties include scheduling, approval of training, data entry auditing, field training supervision, and employee evaluations. The employee must exercise sound independent judgment under stress. Assignments may include special tasks that call upon specialized abilities and knowledge possessed by the telecommunications officer. Work assignments can be general or specific based on department needs. Essential Functions Responsible for supervising and coordinating the work of dispatch employees in the operations center and coordinating communications between field units and dispatch employees involved in receiving and dispatching Police/Fire/EMS emergency and non‑emergency calls. Serves as liaison between dispatch operations and management to implement goals and objectives and to make recommendations and notifications regarding operations. Answers emergency calls and non‑emergency call requests from citizens or agencies to determine if the call is to be dispatched, handled over the telephone, or routed to another department. Enters service calls into the Computer‑Aided Dispatch (CAD) system. Dispatches the appropriate police and fire/EMS apparatus. Performs related work as required. Must quickly and accurately assess situations occurring with staff or equipment and take prompt appropriate actions and provide notifications to management as required. The incumbent must make evaluations and recommendations regarding employee training, performance, and disciplinary actions as required. The incumbent determines critical information to relay for efficient field and support activities. Performs all functions of a Public Safety Communications Officer. Supervises, instructs, schedules, monitors, reviews, and evaluates the work activities of assigned staff. Monitors activity and dispatch communications by listening to and reviewing calls, by providing technical guidance and assistance to staff, by addressing infractions of policies and procedures appropriately, and by administering disciplinary action as required. Assists assigned staff in resolving issues. Establishes goals for and evaluates the performance of employees. Performs investigative background research regarding incidents and provides feedback to citizens or other City departments as appropriate. Develops new work processes as required. Monitors emergency systems and events and initiates notifications to citizens and appropriate City departments and agencies. Assesses the need to relocate to remote sites and supervises relocation of assigned staff. Prepares accurate and timely documents including activity reports, incident summaries, annual budget preparation, strategic plan operational recommendations, accreditation documentation, and other required administrative paperwork. Provides technical assistance by monitoring various systems such as the radio system, computerized dispatch system, Telephone Reassurance System, TLETS, phone, radio system, and others. Notifies appropriate staff of malfunctions, recommends corrective action, and documents appropriately. Maintains recording of telecommunications and radio transmission operation according to established guidelines and retrieves recordings for investigative purposes. Remains available for phone calls and in‑person response both as scheduled and outside assigned working hours when appropriate to avoid delay in reviewing or responding to situations requiring resolution. Attends and participates in departmental and other meetings with representatives of other departments, agencies, or the public as required. Motivates and mentors assigned staff to ensure required policies and procedures are observed and enforced. Investigates complaints from internal and external customers to determine if disciplinary action is appropriate and administers such action as appropriate. Evaluates the training of assigned staff and makes recommendations regarding competency, promotion, termination, and/or remedial training of assigned staff. Assists departmental staff by recommending changes or improvements to existing policies, procedures, or programs, and by recommending the implementation/adoption of new policies, procedures, or programs. Performs duties required by accreditation process. Marginal Functions Reachable by telephone for emergency calls after normal operating hours. Provide services to the general public when emergency conditions warrant it, either in preparation for, or as a reaction to, one or more disastrous events such as a civil disturbance, hurricane, tornado, earthquake, flood, ice storm, fire, chemical accident including a hazardous material spill, possible public exposure to hazardous conditions, or other disasters which threaten the safety of the citizens. Minimum Requirements A. Education and Experience High school diploma or GED required. Valid Texas Driver License. Requires a Public Safety Communications Specialist with the City of Manvel or four years equivalent experience in a Public Safety environment outside the City of Manvel. Position requires successful completion of all required certifications within one year from entry into position. Required certification includes completion of two supervisory courses or certificates of completion within one year from entry into position. Must hold an Advanced TCO Certification through TCOLE. Must become the Terminal Agency Coordinator (TAC) within one year of appointment. State of Texas Occupations Code Section 1701.405(b)(2) requires employees first employed as a telecommunicator on or after 9/1/11 to be at least 18 years of age. Section (b)(1) requires a high school diploma or high school equivalency certificate. Any work‑related experience resulting in acceptable proficiency levels in the above minimum qualifications is an acceptable substitute for the above specified education and experience requirements. B. Knowledge, Skills, and Abilities Knowledge of Computer Aided Dispatch equipment, terminology, and regulations; radio system operations; and dispatch related equipment. Knowledge of supervisory techniques and practices and basic computer skills to enter and retrieve data. Effective verbal and written communication skills. Ability to learn the practices and procedures used by the police and fire departments and to ascertain the differences between civil and criminal law. Ability to effectively utilize maps and other resource materials. Ability to effectively multi‑task during high levels of activity and to control stressful emergency situations calmly and concisely. Ability to acquire and maintain a working knowledge of city streets, geography, boundaries, thoroughfares, landmarks, businesses, and locations of police and fire stations and districts. Ability to learn to accurately enter, retrieve, and compile data from a variety of databases. Ability to type using computer/PC system utilizing Windows‑based programs. Effective verbal and written communication skills to supervise and work with assigned staff. Ability to address multiple demands simultaneously, handle interruptions, prioritize work, and effectively respond to difficult situations under stress of time and/or circumstances. Must be able to remain calm and operate effectively in high‑stress situations. Ability to assess customer needs and respond to them quickly and efficiently. Ability to successfully complete required training, obtain required certifications, and maintain required average compliance scores in key performance areas. Vehicle driving record must be satisfactory according to City of Manvel Department Rules and Regulations. Able to deal with the public and fellow employees in a tactful, considerate manner. C. Physical Requirements Regular performance of heavier physical tasks such as walking over rough or uneven surfaces, bending, stooping, working in confined spaces, and lifting or carrying moderately heavy (20-50 pounds) items. Exposure to adverse environmental conditions (e.g., dirt, cold, rain, fumes). Exposure to extreme heat/cold or extreme weather conditions. Exposure to strong odors and/or smoke. Exposure to strong and/or toxic chemicals. Exposure to dust or pollen. D. Sensory Requirements Sound perception and discrimination. Depth perception and discrimination. Visual perception and discrimination. City of Manvel offers an excellent benefits package including a voluntary ICMA 457 deferred compensation program, as well as membership in the Texas Municipal Retirement System (TMRS) with a 2:1 employer match. The City of Manvel pays all premiums for the employee’s Medical, Dental, Vision, long‑term disability protection, and life & AD&D insurance. City of Manvel is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetics information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. All applicants MUST submit an employment application. Applications and resumes can be sent via email to: #J-18808-Ljbffr Cityofmanvel