Communications Supervisor

City of Enid•Enid, OK

7d•Onsite

About The Position

Ensure public safety through the effective oversight of a 911 Emergency Call Center. This role involves directing and coordinating a shift within the 911 Department of the Enid Police Department, managing staff within the operational budget, and serving as the shift communications commander during emergency and critical incident operations. The supervisor is responsible for ensuring adherence to quality standards, investigating incidents, determining response priorities, and dispatching units. This position also includes operating emergency and administrative lines, taking calls, dispatching, recording details, and entering/retrieving information from various systems. Key duties also involve interviewing, selecting, training, and appraising personnel, evaluating staff performance, ensuring cross-training, implementing policies, analyzing processes, setting goals, interpreting procedures, monitoring inventory, preparing schedules, processing leave forms, validating database entries, and maintaining confidentiality of records. Other duties may include database maintenance, training curriculum oversight, and assisting other departments.

Requirements

One-year certificate from college or technical school and six months to one year related experience and/or training; or equivalent combination of education and experience.
Keyboarding speed of 45 wpm.
English proficiency.
OLETS Certification (within 1 year).
Completion of Enid 911 training curriculum (within 1 year).
Knowledge of principles and procedures for selection, training, and retention of personnel.
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Knowledge of principles and processes for providing customer and personal services.
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, & grammar.
Knowledge of laws, legal codes, court procedures, precedents, government regulations, agency rules, policies, and procedures.
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
Proficient personal computer skills including electronic mail, record-keeping, routine database activity to include development of spreadsheets, formulas, record tracking applications, word processing, graphics etc.
Ability to prioritize, organize, and delegate assignments.
Ability to remain calm in crisis situations.
Ability to maintain confidentiality.
Ability to handle multiple tasks simultaneously, including operation of multiple computer screens and keyboards, answering multiple phone calls, & evaluation of others.
Accurate and attentive to detail.
Excellent communications and public relations abilities.
Ability to assist and support others.
Able to operate telephone, PC, copier, and other basic business machines.
Manual dexterity sufficient to reach/handle items and work with the fingers.
Normal vision, correctable with or without corrective lenses. Normal vision includes the ability to identify basic colors and associate the meanings when using various maps, computer software programs, computer aided dispatching programs/displays, video monitors, and fire/police alarm monitors, in order to perform duties as required.
Exerts up to 10 lbs. of force occasionally. Sedentary physical activity performing non-strenuous daily activities of an administrative nature.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively employees of an organization.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret instructions furnished in written, oral diagram, or schedule form.
Ability to perform very basic math skills including adding and subtracting two digit numbers, multiplying and dividing with 10’s and 100’s.
Ability to perform these operations using units of money and weight or distance measurement.

Nice To Haves

Supervisory experience preferred.
5-7 years related experience.
Additional coursework towards Associate’s Degree.
Certification or license applicable to position.
Conversational Spanish.
Advanced supervisory skills.
APCO Certification.
Valid CPR certification.
Communications Training Officer (CTO).
8+ years related experience.
Associate's degree or equivalent in related field.
Bilingual.

Responsibilities

Direct and coordinate a shift within the 911 Department of Enid Police Department, including the management of staff to function effectively within the operational budget.
Serve as the shift communications commander during emergency and critical incident operations until relieved by uniformed services supervisor or higher authority.
Supervise the work of 911 dispatchers to ensure adherence to quality standards, including implementing the echoing technique, and other proper procedures.
Determine methodology for preventing and correcting errors or problems.
Investigate incidents of operator error, substandard performance and/or misconduct and apply appropriate discipline.
Determine response requirements and relative priorities of situations, and dispatch units via radio communication in accordance with established procedures.
Operate emergency and administrative lines and disseminate calls received, including call taking and dispatching for animal control and rural fire departments.
Record details of calls, dispatches, and messages.
Question callers to determine their locations, and the nature of their problems in order to determine type of response needed.
Enter, update, and retrieve information from teletype networks and computerized data systems regarding wanted persons, stolen property, vehicle registration, and stolen vehicles, etc.
Interview, select, train, and appraise personnel, including performance evaluations at the end of probation and annually, or as otherwise determined.
Evaluate the work of staff in order to ensure that work is of appropriate quality and that manpower resources are used effectively.
Ensure adequate cross training of staff, including assignment of trainers to new personnel.
Implement organizational and departmental policies, procedures, and service standards in conjunction with management.
Analyze internal processes and recommend and implement procedural or policy changes to improve operations.
Set goals/deadlines for shift.
Interpret and communicate work procedures and company policies to staff.
Monitor inventory levels, and requisition or purchase supplies as needed.
Prepare and issue work schedules, deadlines, and duty assignments of 911 staff.
Process vacation and sick leave forms.
Validate National Crime Information Computer entries with reporting party once a month.
Maintain confidentiality of records, including but not limited to private health information.
Maintenance and oversight of one or more of the following: NCIC database, warrant database, alarm permit database, complaint file database, daily filing, etc.
Maintenance of a training curriculum and tracking of employee training files.
Provide assistance to other departments as needed.
Perform other duties as required.