Communications Shift Supervisor - 911

City Of League City•League City, TX

About The Position

The Communications Shift Supervisor directly supervises day-to-day operations and staff on a Communications Center shift while also working a full position as a Telecommunicator. The center provides telephone, computer and teletype information, 911 service, and Police, Fire, and EMS communications around the clock, seven days a week. The supervisor ensures that procedures, techniques, policies, and applicable laws are followed; monitors employee performance and addresses performance concerns, including disciplinary action; and helps maintain consistent, effective center operations. This is a safety-sensitive and/or DOT position and requires participation in the city’s random drug-testing program. The role performs a broad range of dispatch and communications duties, including handling emergency and non-emergency calls, dispatching and monitoring field units, providing lifesaving medical instructions, processing records and warrants, and coordinating with public safety agencies and support services. The supervisor oversees training, quality assurance, scheduling, performance evaluations, mandatory training records, time-off requests, and timesheets, and assists the Communications Manager with procedures, hiring and training activities, reports, equipment, security, and regulatory compliance.

Requirements

High school diploma or equivalent.
Two years of relevant public safety dispatch experience.
Telecommunicator I certification.
Two years of experience in CAD operations.
Knowledge of public safety Communications Center procedures, techniques, policies, and applicable laws.
Knowledge of quality assurance programs, policies, and city practices.
Knowledge of supervisory and performance-evaluation techniques.
Knowledge of CAD system security policies, procedures, and city practices.
Knowledge of 9-1-1 Emergency Medical Dispatch standards, warrant processing and reporting, recording software, and emergency medical dispatch record-keeping regulations and practices.
English grammar, spelling, punctuation, and basic writing skills.
Interpersonal, communication, supervisory, leadership, and problem-solving skills.
Ability to assign, prioritize, monitor, and review work; make sound decisions; and resolve conflict in crisis situations.
Ability to multitask, make timely decisions, meet schedules and deadlines, and understand and communicate oral and written directions.
Ability to organize and maintain paper and electronic records and maintain confidentiality and professional boundaries.

Nice To Haves

TCOLE Instructor Certificate within one year of appointment.
Emergency Medical Dispatch Certificate.
Communications Trainer Certificate.
Intermediate Telecommunicator Certificate.
Pulmonary Coronary Resuscitation Certificate.
Valid Texas driver's license.

Responsibilities

Supervise the day-to-day operations and staff on a Communications Center shift, while performing Telecommunicator duties.
Ensure that operating procedures, techniques, policies, and applicable federal, state, and local laws are followed.
Monitor staff performance and address performance issues, including disciplinary action; evaluate employees and prepare Performance Improvement Plans.
Enter and process information related to calls for service and monitor computer-aided dispatch transactions from officers, dispatchers, and outside agencies.
Enter and update information in RMS, JMS, and P2P systems to assist officers and detectives.
Use CAD and radio systems to dispatch appropriate field units, relay information, receive and process information, and maintain contact with field units.
Answer and direct incoming non-emergency multi-line telephone calls and answer non-emergency calls for police, fire, and EMS assistance.
Answer 911 calls for police, fire, and EMS assistance; provide lifesaving medical instructions and relay critical information between first responders and citizens.
Coordinate with law enforcement agencies and contact citizens, wrecker companies, utilities, railroads, city departments, and other support functions to handle calls for service.
Operate, dispatch, and monitor radio communications for Police, Fire, EMS, Animal Control, the Fire Marshal, and after-hours city services.
Retrieve and process TCIC/NCIC data, monitor incoming teletypes, and confirm and process warrants in accordance with policy and applicable laws.
Review shift telecommunicators’ QAP reports and oversee action or improvement plans.
Oversee and evaluate new telecommunicators throughout the training program; maintain procedural manuals and assist in developing procedures.
Maintain mandatory training logs and provide shift training opportunities.
Coordinate with the Communications Manager, other Shift Supervisors, and Communications personnel to maintain uniform operating policies and procedures across shifts.
Assist with validation reports, hiring, new-hire training and research.
Assist the Communications Manager in maintaining an orderly Communications Center and promptly reporting faulty equipment for repair or replacement.
Maintain Communications Center security and compliance with TLETS and CJIS regulations.
Coordinate scheduling and maintain appropriate shift staffing; approve time-off requests and timesheets.
Compile monthly supervisor reports and perform related work as required.