311-Operations Supervisor

City of Virginia Beach•Virginia Beach, VA

About The Position

Responsibilities include but are not limited to to following: Providing immediate oversight of floor personnel assigned to VB 311, a 24-hour/7-day municipal service delivery operation performing a variety of support functions which may include customer relations, maintenance of files and records, and preparation of reports; service delivery may involve telephone, internet/intranet applications, computer aided dispatch system (CAD) and radio; and exercising supervision over personnel assigned to VB 311 to ensure that the goals and objectives of the division are maintained at the highest level. Interviewing and selecting personnel for VB 311 employment to obtain the most qualified employees for the position of Call Taker I, and making career progression/promotion recommendations for staff supervised. Responding to requests made by staff for assistance during situations requiring a higher level of experience to maintain a professional operation; providing input for performance evaluations and recommending disciplinary action for staff as necessary; scheduling the daily work assignments of call takers to achieve maximum effectiveness and efficiency of available personnel; and providing training to staff supervised. Monitoring incoming and outgoing telephone calls to ensure that resources are being utilized to their optimum level. Assisting in the development of department/division of policies, procedures, and plans. Monitoring performance indicators and recommending corrective actions; and managing and evaluating the performance of personnel supervised. Contributing to the development of personnel through mentoring,training, counseling sessions, performance reviews, and assignment of duties. Prepareing reports, presentations, and correspondence as required. Monitoring and process messages on the National Crime Information System (NCIC), Virginia Criminal Information System (VCIN), and Public Safety Records Management System. Ensuring that all orders, directives, policies and procedures pertaining to operational procedure are adhered to for the bureau to operate in an efficient manner. Performing other job duties requiring skills, Knowledge, and physical requirements as demanded by these duties described or less; Individual assignments will be determined by the supervisor based on the current workloads and department needs: Alpha I employee/subject to immediate recall during major and/or emergency situations. PLEASE NOTE this position has AUTOMATIC DISQUALIFIERS as specified below: Criminal History: Conviction of any felony. Conviction of any offense involving moral turpitude (lying, cheating, stealing), or gross misconduct (generally crimes against a person) or any derivation of these types of crimes. Conviction of any Class 1 or Class 2 misdemeanor (excluding traffic violations which are discussed separately) or Virginia State Law. (Note: Some minor offenses are classified as Class 1 misdemeanors (e.g. littering) but would not result in automatic disqualification. Convictions of this nature would be evaluated on a case- by-case basis in the context of the full investigation/review.) Adult commission of undetected crimes of a serious or repetitive nature. Traffic Violations: Two or more convictions of driving under the influence of drugs or alcohol. Drugs: (NOTE: Illegal drug is defined as set forth in the Federal Controlled Substance Act, 21 U.S.C. 800 et al, and by the Code of Virginia.) Conviction or admission of illegal possession (touched), use, sale, manufacture, distribution or intent to sell/distribute illegal drugs and/or controlled substances, including but not limited to heroin, cocaine hallucinogens, methamphetamine, etc., or any derivative thereof (except marijuana). Others: Any punitive discharge from the military, including Bad Conduct and Dishonorable discharge; from any military service. Untruthfulness and/or the intentional withholding of information on any application, interview, or paperwork associated with the position. Examples of intentional withholding of information would include deliberate inaccuracies or incomplete statements. Intentional failure to follow the directions outlines in the testing process or relying on others to complete any portion of this testing process. This is not intended to be an exhaustive listing of background disqualifiers. Examples of areas of concern may include, but are not limited to, the following: Reduction of charges as a result of a plea agreement or other form of sentencing disposition prior to a conviction in any of the aforementioned criminal and driving history categories. Crimes committed as a juvenile, including undetected crime. Patterns of reckless and/or irresponsible driving. Multiple convictions of driving under the influence. Illegal drug possession that does not fall within the parameters defined above. Less than honorable military discharge, erratic work record, or unfavorable employment references. Pending litigation or prosecution for criminal offenses must be resolved prior to consideration for employment.

Responsibilities

Providing immediate oversight of floor personnel assigned to VB 311, a 24-hour/7-day municipal service delivery operation performing a variety of support functions which may include customer relations, maintenance of files and records, and preparation of reports; service delivery may involve telephone, internet/intranet applications, computer aided dispatch system (CAD) and radio; and exercising supervision over personnel assigned to VB 311 to ensure that the goals and objectives of the division are maintained at the highest level.
Interviewing and selecting personnel for VB 311 employment to obtain the most qualified employees for the position of Call Taker I, and making career progression/promotion recommendations for staff supervised.
Responding to requests made by staff for assistance during situations requiring a higher level of experience to maintain a professional operation; providing input for performance evaluations and recommending disciplinary action for staff as necessary; scheduling the daily work assignments of call takers to achieve maximum effectiveness and efficiency of available personnel; and providing training to staff supervised.
Monitoring incoming and outgoing telephone calls to ensure that resources are being utilized to their optimum level.
Assisting in the development of department/division of policies, procedures, and plans.
Monitoring performance indicators and recommending corrective actions; and managing and evaluating the performance of personnel supervised.
Contributing to the development of personnel through mentoring,training, counseling sessions, performance reviews, and assignment of duties.
Prepareing reports, presentations, and correspondence as required.
Monitoring and process messages on the National Crime Information System (NCIC), Virginia Criminal Information System (VCIN), and Public Safety Records Management System.
Ensuring that all orders, directives, policies and procedures pertaining to operational procedure are adhered to for the bureau to operate in an efficient manner.
Performing other job duties requiring skills, Knowledge, and physical requirements as demanded by these duties described or less; Individual assignments will be determined by the supervisor based on the current workloads and department needs:
Alpha I employee/subject to immediate recall during major and/or emergency situations.