911 Dispatch Lead

Summit County Lead Dispatcher

Serves as a professional 911 Dispatcher and on-shift leader for Summit County. Works directly with the public, law enforcement, fire and EMS departments, and numerous other public safety agencies by providing a communications link for both emergent and non-emergent responses to incidents. Provides training, leadership, mentorship, and expertise to dispatch staff, dispatch center leadership, and partner agencies. Dispatch Leads provide on-shift leadership, coaching, floor supervision in the absence of a supervisor, and support for trainees and staff during day-to-day and high-priority operational situations.

Examples of Duties

• Answers incoming radio, telephone, and computer-generated calls of both an emergent and non-emergent nature; ascertains the nature of each situation and appropriately dispatches all necessary personnel and equipment according to jurisdiction and specific standard operating procedures. May be required to take over complex calls or situations.
• Maintains incident and status histories accurately in the Computer Aided Dispatch (CAD) system and other records, documenting agency response and location of personnel and equipment.
• Operates a terminal requesting and reacting to interagency data on a crime information network. Obtains criminal histories, driver histories, enters and maintains warrants, etc., and maintains strict confidentiality of all information relating to it.
• Recognized expert on departmental policies and procedures and coaches others on their application to ensure consistency in operations.
• Demonstrates proficiency with all required equipment. Performs basic troubleshooting and provides guidance to others on appropriate equipment use and care.
• Performs Emergency Medical Dispatch (EMD) functions; relays information to callers to provide immediate medical assistance to patients or victims.
• Demonstrates the ability to function independently, problem solve, identify appropriate resources, and provide coaching to others regarding operational issues.
• Participates in and/or leads ongoing projects within the dispatch center.
• Performs Quality Assurance (QA) / Quality Improvement (QI) functions as assigned.
• Assists with on-call coverage and administration of the on-call process.
• Coordinates ride-along and sit-along programs, including scheduling, administration, and troubleshooting.
• Serves as a mentor to dispatch staff and assists with coordination of the Mentor Program.
• Provides on-shift leadership and coaching to dispatch personnel and floor supervision in the absence of a Communications Supervisor or senior leader.
• Performs related duties as assigned.

Typical Qualifications

• High school graduate or equivalent.
• Able to pass a criminal background investigation.
• Maintenance of all Dispatch II training and certifications.
• Fully proficient as a Communications Training Officer (CTO) and regularly trains new employees.
• Complete EMD-Q Certification.
• Complete APCO Disaster Operations course and at least 24 hours of additional APCO or NENA training from approved course lists.
• At least two (2) full years of Dispatch I experience within Summit County or equivalent experience from another agency.
• Demonstrated knowledge of Cyber Security principles and practices.
• Able to work 40 hours per week of varied shifts, including holidays, weekends, rotating shifts, mandatory overtime, and standby coverage during critical staffing situations.
• All positions are subject to a pre-employment criminal background check and require proof of citizenship or authorization for employment in the U.S.

Supplemental Information

This position requires high attention to detail, strong leadership, emotional intelligence, and the ability to thrive in a fast-paced emergency communications environment. Candidates must possess the ability to mentor staff, manage multiple priorities simultaneously, and problem solve under pressure. Please illustrate these traits by completing: 1. The job application (do not leave any fields blank). 2. A cover letter detailing how your qualifications meet each of the minimum requirements and, if applicable, desired qualifications. 3. A Memorandum of Interest which answers each of the following questions:

• Why do you want to be a Lead Dispatcher?
• As leaders, it is important to feel connected to the work we do and the programs we manage. As a Lead Dispatcher, what contributions or attributes will you bring to the team?
• If you had the power to change one thing about SC911, what would it be and how would you go about changing it?
• You're on console with a Dispatcher I and you overhear them taking a call with an agitated RP. The dispatcher becomes frustrated and argumentative with the caller. When the dispatcher gets off the line, what would you do?

For questions regarding the position, please email the Deputy Director at View email address on click.appcast.io.

All positions are subject to a pre-employment criminal background check, and requires proof of citizenship or authorization for employment in the U.S.

Equal Opportunity Employer