Communications Supervisor

Dane County, WI • Madison, WI

42d • Onsite

About The Position

The Dane County Public Safety Communications Department has a full-time (1.0 FTE) vacancy for a Communications Supervisor position in Madison, WI. The Eligibility List created will be used to fill future vacancies over the next six (6) months. All are encouraged to apply. COMMITMENT TO EQUITY AND INCLUSION As an employer, we strive to provide a work environment where diversity and differing opinions are valued, creativity is encouraged, continuous learning and improvement are fostered, teamwork and open/honest communication are encouraged, and meeting customer needs through quality service is a shared goal. All employees must be able to demonstrate multicultural competence - the awareness, knowledge, and skills needed to work with others who are culturally different from self in meaningful, relevant, and productive ways. Applicants from traditionally underrepresented populations including women, racial and ethnic minorities, and persons with disabilities are especially encouraged to apply. DEFINITION Under the supervision of a Public Safety Communications (PSC) Manager, the Communications Supervisor supervises, coaches, trains and mentors Communicators and other PSC staff. Oversees proper staffing, call taking and dispatch operations and assists in resolving operational and computer system problems. Assists in and/or conducts training and quality assurance programs for current staff and new employees; and developmental coaching with assigned staff to drive constant performance improvement. Ensures compliance with all dispatch/call-taking regulations and policies.

Requirements

• Any combination of education, training and experience equivalent to a High School Diploma and two (2) years of experience in a communications center.
• Additionally, two (2) years of experience in a leadership role with a focus on employee improvement is required.
• Must maintain (or attain within three (3) months of employment if an out-of-state applicant) Wisconsin Transaction Information for Management of Enforcement (TIME) System Certification and Emergency Medical & Fire Dispatch Certification.
• Must be available to work evenings, nights, weekends and holidays.
• Must have a valid driver's license, or access to reliable personal transportation, or equivalent.
• A Pre-Employment Psychological Suitability assessment may be part of the final selection process.
• Position requires a criminal background check and fingerprinting due to the nature of the job's responsibilities.
• Must successfully pass a drug text and baseline hearing examination.
• Extensive knowledge of police, fire and emergency medical services dispatch procedures.
• Knowledge of communications systems, their equipment and proper operation.
• Knowledge of the principles and practices of emergency dispatch.
• Possession of effective oral and written communication skills.
• Ability to recognize equipment malfunctions and coordinate service or repair.
• Ability to supervise others including adapting to scheduling problems on short notice and under other stressful conditions.
• Possess a comprehensive knowledge of quality assurance practices and procedures related to public safety communications, dispatch data and communications systems.
• Ability to comprehend, interpret and apply a wide range of policies and procedures; application and interpretation of directives and procedures as well as local, state and federal laws and regulations, and industry trends and best practices.
• Ability to provide feedback and coaching in a professional and productive manner.

Responsibilities

• Supervises 9-1-1 operations and assists call takers and dispatchers with interpretation of policies and procedures to ensure compliance.
• Provides feedback and guidance to staff when problems and/or questions are detected.
• Corrects or modifies behavior when not in compliance with departmental expectations.
• Monitors, maintains and conducts training for new employees and supervises a team of quality control technicians.
• Monitors computer aided dispatch (CAD) incidents to ensure incident comments are clear, concise and timely dispatched according to the user agency policy.
• Ensures efficient transitions during shift change times including briefing and properly relieving staff and completing mandatory tasks according to procedure.
• Monitors equipment in mechanical rooms and on the operations floor to ensure operability.
• Makes appropriate repairs or notifications if problems are detected.
• Responds to media inquiries related to ongoing, countywide incidents.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: High school or GED