Airport Communications Dispatcher Supervisor II

City of Atlanta•Hapeville, GA

8h•$63,401 - $98,278•Onsite

About The Position

Under the general direction of the Hartsfield-Jackson Atlanta International Airport (HJAIA) Airport Operations (AOC) Manager or Assistant Director, this position will be responsible for providing leadership, guidance, and direction in dealing with policies and procedures. The AOC includes several integrated operations: an emergency 9-1-1 Public Safety Answering Point (PSAP) function (servicing Police, Fire, and EMS), and an additional responsibility of supporting the Department of Aviation’s divisions of Security, Operations, and Maintenance.

Requirements

High school diploma or GED
3-5 years of supervisory or managerial experience
5-8 years of experience in an emergency call center are required.
Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Ability to organize, plan, supervise, instruct, and coordinate activities of assigned personnel.
Ability to aid with training and effectively communicate through written and oral presentations.
Ability to evaluate EMD dispatcher proficiency along with providing performance coaching and counseling.
Ability to understand and apply supervisory guidelines, policies, initiative, discretion, good judgment, or procedures in diverse situations.
Ability to use the established operating procedures to determine the severity of emergency events and an appropriate course of action.
Ability to work under stressful conditions, analyze and manage situations, and make decisions rapidly.
Ability to use keyboard devices, computers, and communications equipment and be able to sit for extended periods.
Ability to troubleshoot equipment failures and problems.
Knowledge of personal computers and commonly used software such as Microsoft Windows, Excel, Word, Office, Outlook, and other mapping, database, and I.P. systems.
Ability to respond to emergency call situations at any time.
Ability to report to work during inclement weather.
Ability to work any shift, holidays, and weekends.

Nice To Haves

EMD certification
Bachelor’s degree in business/public administration, science, aviation management, emergency management, airport operations, or related field
8-10 years of experience as a communications dispatcher or closely related area preferred.

Responsibilities

Responsible for overseeing the day-to-day operations of the center, conducting annual performance evaluations, authorizing vacation requests, addressing internal and/or external concerns, documenting grievances, and, if necessary, counseling and/or issuing disciplinary sanctions.
Organizes, prioritizes, and distributes work assignments to supervisors and subordinates
Provides on-going, in-service training for all dispatchers; keeps supervisors and dispatchers updated on changes or additions in procedures affecting their job directly or indirectly.
Substitutes for other supervisors and/or co-workers in temporary absence of same; performs flexible unit assignments as needed in emergency response; performs other administrative tasks as assigned.
Periodically monitors supervisors and staff members on both radio and telephone traffic to ensure all procedures and policies are followed and all tasks are performed in a professional manner.
Prepares statistical information for performance evaluations on employees
Monitor and evaluate personnel, develop EMD improvement plans if warranted, and provide monthly reports to the AOC Manager and/or Assistant Director. Coordinate with the QA/QI Senior Supervisor to ensure that the AOC staff meets or exceeds set standards.
Promotes a positive working environment with peers, management, and other personnel, as well as establishes a rapport that fosters teamwork while remaining professional.
Operates related technology and responds to radio, telephone, email, alarm, CCTV, and other data transmitted into the AOC facility.
Provides Emergency Medical Dispatch (EMD) directions and triage of incoming data along with post-dispatch instructions to prioritize the handling of emergency medical incidents.
Operates the Computer Aided Dispatch (CAD) system to track, record, and prioritize incidents and incident responses. Provides on-ongoing communications and coordination support to both emergency and non-emergency operations in the field as required.
Acts decisively when incident conditions and/or airport staff or facilities are endangered.
Coordinates communications with off-airport responders to airport incidents.
Staff and support the activation of the EOC as directed.
Provides quality customer service in all interactions with the public and AOC-supported operations.
Assists the newly hired personnel with coordinating with other agencies to provide mutual aid support to the airport.
Assists the QA and Training senior supervisor with keeping all personnel in compliance with the required national/state certifications for protocols.
Other related duties as assigned by the AOC Manager and/or Assistant Director.
Has formal supervisory authority over a large workgroup, frequently with an intermediate team or crew leaders or highly specialized employees, to include training, coaching, discipline, performance management, scheduling, etc.