Operations Supervisor- Aurora911

Job Location 23911 E Arapahoe Rd Aurora, Colorado 80016-4120 Why Work for Aurora? Make a difference in the lives of real people every day Diverse community Competitive total compensation package Well‑Funded General Employees Retirement Plan Light rail station minutes away On‑site fitness center and overall employee well‑being programs Internal educational programs to assist with career advancement Access to innovation workspaces Position Overview 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 supervisor assigns, reviews, and participates in the daily work of staff responsible for 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. Candidates must be willing to work in a 24‑hour environment, including shifts on swings and graveyards, weekends, holidays, overtime, and on‑call. Primary Duties & Responsibilities Ensure a positive, engaging workplace environment based on open communication and recognition by modeling Aurora911’s Foundational Four Values. Plan, prioritize, assign, supervise, and review the work of assigned staff; participate in staff selection; provide or coordinate staff training; work with employees to develop competencies and correct deficiencies; implement discipline procedures. Motivate, support, and recognize staff members, actively contributing to a healthy work environment. Provide performance‑enhancing feedback to team members. Establish schedules and methods for dispatch services; identify resource needs and coordinate with management. Recommend and implement policies, procedures, guiding documents, technology, and professional development resource allocation strategies. Participate in development and implementation of goals, objectives, and priorities for assigned programs; recommend improvements. Operate and maintain communications center equipment including radio systems, computer‑aided dispatch, and 911 telephone equipment; troubleshoot and report issues. Respond to citizen inquiries and complaints regarding public‑safety telecommunications services. Schedule effective 24‑hour telecommunications center operations to maintain consistent service levels. Prepare and conduct periodic testing and quality assurance to ensure staff proficiency. Monitor supplies and operational resources, replenish inventory as needed. Prepare and maintain records, reports, and logs. Provide operational support by performing the duties of an Emergency Communications Specialist. Liaise with public‑safety agencies to determine dispatch needs and resolve concerns. Identify root causes of performance issues and develop guidance to correct them. Perform other duties as required. Prepare annual cost‑of‑living increases, high‑performance bonuses, and other benefits. Minimum Qualifications & Working Conditions Age Applicants must be 18 years of age or older at the time of employment. Education High School Diploma or GED. Must successfully complete the Aurora911 Basic Training Program, including all relevant certifications (CCIC/NCIC, EMD, EFD, CPR). Preferred Education Bachelor’s degree from an accredited university. Experience Three (3) years of progressively responsible experience in a 911 public‑safety communications center. One (1) year as a lead worker or trainer. Licenses and Certifications NCIC/CCIC Certification. NIMS 100, 200, 700 Certification. Certification in CPR and First Aid. Crisis Intervention. Emergency Medical Dispatcher (MPDS) certification. Ability to acquire Emergency Fire Dispatcher (FPDS) certification. Ability to acquire Police Dispatcher (PPDS) certification. Knowledge Principles of supervision and professional development. Operations and services of a public safety telecommunications and dispatch center. Modern public safety telecommunications equipment. Techniques of questioning for emergency and non‑emergency calls. Dispatching techniques with radio systems. Principles of adult, generational, and cultural learning. Diversity awareness and customer‑service principles. Record keeping and documentation practices. Geographic features of the service area. English usage, spelling, grammar, and punctuation. Modern office technology and software. Applicable federal, state, and local laws and regulations. Skills Strong interpersonal, analytical, and decision‑making skills. Problem‑solving skills and clear communication. Computer and software proficiency. Excellent presentation and documentation skills. Abilities Promote a positive workplace environment. Work independently with minimal supervision. Demonstrate integrity, accountability, and transparency. Exhibit professionalism and emotional intelligence. Maintain emotional regulation in high‑stress environments. Communicate clearly in American English. Resolve difficult inquiries and complaints. Effective mediation and conflict management. Prioritize and adapt operations to fluctuating demands. Provide performance feedback to maximize performance. Recognize and intervene when inappropriate behaviors occur. Communicate proactively to enhance team environment. Apply policies, laws, and strategies objectively. Use de‑escalation techniques and establish emergency priorities. Handle multiple tasks simultaneously. Maintain accurate records and logs. Exercise good judgment in emergency situations. Interpret and apply federal, state, and local regulations. Operate modern office equipment. Communicate clearly both orally and in writing. Establish effective working relationships. Maintain confidentiality of sensitive information. Essential Personnel & Work Environment Members are essential personnel subject to call‑back, extended shifts, and mandatory overtime. Periodic paid breaks up to 20 minutes during continuous shifts. Requires emotional, psychological, and behavioral resilience. Light physical activity; occasional lifting up to 10 pounds. Sitting and using headset/radio throughout shift. Frequent hand/eye coordination with computer screens. Physical Demands Light physical activity, lifting up to 10 pounds. Occasional lifting, carrying, walking, standing. Long periods of sitting. Use of headset and radio for entire shift. Hand and finger use for computer and radio. Clear vision for reading screens and reports. Clear speech to communicate with citizens and agencies. Good hearing to maintain communication. Work Environment Clean, comfortable environment with variable noise levels. Equipment Used Computer and standard office equipment, including multiple monitors. Personal equipment such as vehicle, cell phone, or tools may be used occasionally. Employee Benefits Annual cost‑of‑living increases averaging 3 % per year. Annual high‑performance bonuses. All employees and families access to psychological, wellness, and resiliency resources at no cost. Well‑Funded General Employees Retirement Plan. On‑site fitness center and well‑being programs. Peer support and formal mentoring opportunities. Free, secure parking and free electric vehicle charging. Other Employment Information The City of Aurora will implement furlough days (unpaid) on January 16, April 10, July 2, and December 24, 2026. Veterans Preference Please provide employment history, military service, and DD214 on the application. Equal Opportunity Statement The City of Aurora is an equal opportunity employer. The city will not use applicant data to discriminate based on sex, race, age, sexual orientation, creed, national origin, disability, military status, gender identity, or any other protected characteristic, unless it is a bona fide occupational qualification. Drug Testing and Background Check All applicants selected for employment must undergo a thorough criminal background check. Safety‑sensitive positions require a drug screening. Employment references will be conducted for finalists. #J-18808-Ljbffr Aurora911