Communications - Supervisor I, II, III - Telecommunicator

City of Abilene•Abilene, TX

4d•Onsite

About The Position

Under the direction of the Communications Division Manager, this role supervises, oversees, and participates in a variety of complex public safety communications operations. Responsibilities include providing leadership and guidance to assigned personnel, ensuring compliance with established policies and procedures, and performing telecommunicator duties related to receiving, processing, and dispatching calls for law enforcement, fire, emergency medical services, and other public safety assistance. This position exercises direct supervision over the Communications staff.

Requirements

High school diploma or GED is required.
A valid Texas driver’s license, the ability to obtain one within ninety (90) days of employment, or a military waiver is required.
Emergency Medical Dispatch (EMD) Certification is required.
TCIC/NCIC Full Access Operator, TLETS Basic Operator certification, and CJIS Security Awareness Training are required.
Active TCOLE Telecommunicator License is required.
Intermediate, Advanced, or Master Telecommunicator Operator certifications are required.
Telecommunicator Supervisor I: Two (2) years of increasingly responsible experience in receiving and processing public service calls in a law enforcement agency is required.
Telecommunicator Supervisor I: An active license or appointment, two (2) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Intermediate Certification are required.
Telecommunicator Supervisor I: Must be available for console and classroom training as needed for the division, and attend required courses associated with training.
Telecommunicator Supervisor II: An active license or appointment, four (4) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Advanced Certification is required.
Telecommunicator Supervisor II: Must be available for console and classroom training as needed for the division, and attend required courses associated with training.
Telecommunicator Supervisor III: An active license or appointment, eight (8) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Master Certification is required.
Ability to work periods of scheduled and unscheduled overtime to meet minimum staffing requirements.
Must be at least 18 years of age.
US citizenship is required.
No felony or Class A misdemeanor convictions.
No Class B misdemeanor convictions in last 10 years.
No pending Class B misdemeanor or higher charges.
Sustained posture and intense attentiveness for prolonged periods of time.
Position involves high levels of stress.
English usage including spelling, vocabulary, grammar, and punctuation.
Procedures, principles, and policies of police/fire and City organization.
Communications rules and regulations governing the operation of radio transmitting and receiving systems.
Radio broadcasting and dispatch procedures and rules.
Geographic features and streets within the area served.
General Law enforcement codes, practices, and methods.
Principles of supervision, training, and performance evaluation.
Pertinent Federal, State, and local laws, codes, and regulations.
Operate a variety of communications equipment including Computer Aided Dispatch, 911/administrative telephone and two-way radio.
Operate office equipment including computer equipment.
Type at a speed of 40 words per minute.
Perform recordkeeping functions including the maintenance and security of fire and police communications reports.
Provide exceptional customer service to citizens, employees, user agencies, and other stakeholders.
Understand, interpret, and follow oral and written instructions, policies, and procedures.
Maintain confidentiality of sensitive information, records, and communications.
Perform accurate and organized computations, documentation, data entry, and reporting.

Nice To Haves

TCOLE Basic Instructor certification is preferred.

Responsibilities

Provide exceptional leadership to Telecommunicators.
Supervise and review the work of staff members responsible for performing duties involved in the receipt and dispatch of calls for law enforcement, fire, ambulance, and other emergency assistance.
Train communications staff in appropriate policies and procedures; direct and monitor the workflow and evaluate employee performance.
Receive emergency service calls from the public requesting law enforcement, fire, ambulance and/or other emergency services; determine nature and location of emergency, determine priority and dispatch emergency units as necessary and in accordance with established procedures using a computer aided dispatch system.
Recommend and assist with the implementation of goals and objectives; establish schedules and methods for providing dispatch services; implement policies and procedures.
Maintain contact with all assigned employees; maintain status and location of law enforcement, fire field units, and ambulance personnel.
Oversee the input and retrieval of a variety of public safety information using a computer terminal; enter, update and validate information relating to wanted persons, stolen property, vehicle registration, stolen vehicles, and other entries.
Perform entry, update, retrieval and documentation from various files available via the NLETS/TLETS systems.
Manage the use of the telecommunications systems to coordinate emergency calls, relay information, and assistance requests involving other law enforcement agencies.
Complete documentation and relay appropriate information on communications operations and activities.
Dispatch police, fire, and medical units to emergencies within assigned districts.
Maintain radio log, recording and status control devices.
Operating a City vehicle in the course of business and/or other mobile equipment on behalf of the City, or is otherwise designated by the City.
Receive and extract information of an emergency nature, including caller information, nature of emergencies, location and phone number.
Process complaints, assistance, and information requests from the public by either referring to the appropriate division or department or supplying the information.
Answer telephone requests from the public for information concerning City policies, procedures, and activities.
Input and retrieve a variety of public safety information using a computer terminal.
Use telecommunications systems to coordinate emergency calls and relay information and assistance requests involving other law enforcement agencies.
Operate office and communications equipment including computer terminals, printers, recording systems, and telecommunications device for the deaf (TDD).
Work schedules may include periods of overtime as necessary and possibly unscheduled overtime to meet minimum staffing requirements.
Perform other job-related duties and responsibilities as assigned.
Provide emergency medical instructions by telephone, including CPR, utilizing approved Emergency Medical Dispatch (EMD) protocols through applicable software or reference systems.
Interact with City employees, public safety partners, and the public in a professional, tactful, and courteous manner.
Work effectively under pressure, exercise sound judgment, and make appropriate decisions during emergency situations involving rapidly changing circumstances, including interactions with distressed, upset, or irate callers.
Communicate clearly, concisely, and professionally, both verbally and in writing.
Sit or stand for extended periods of time while performing assigned duties.
Monitor, prioritize, and utilize multiple computer systems, communication platforms, radio talk groups, and information resources simultaneously.
Participate in the selection, supervision, training, coaching, development, and evaluation of Communications personnel; provide guidance, enforce established policies and procedures, promote accountability, and ensure consistent operational standards are maintained.
Perform and oversee the full range of public safety communications duties, including receiving, processing, prioritizing, and dispatching emergency and non-emergency calls for service.
Interpret, explain, enforce, and apply department policies, procedures, applicable laws, codes, regulations, and operational standards.
Maintain knowledge of City geography, districts, boundaries, streets, landmarks, jurisdictional areas, and public safety response considerations.
Make independent decisions involving complex or sensitive situations while maintaining professionalism and confidentiality.
Operate and utilize public safety technology and office equipment, including computer workstations, Computer Aided Dispatch (CAD) systems, Records Management Systems (RMS), telecommunications systems, mapping resources, Text-to-9-1-1 platforms, voice recording systems, Microsoft Office applications, and other related technology.
Work assigned schedules, including various shifts, weekends, holidays, overtime, emergency activations, and other operational needs as required.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
Lead, manage, and perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.