Communications Supervisor

City of New Haven•New Haven, CT

6d•Onsite

About The Position

The City of New Haven is seeking a highly motivated and experienced professional to serve as a Communications Supervisor in our dynamic Communications Center. This critical role involves overseeing the daily operations of 911 emergency services, managing and training Operator Dispatchers, and ensuring all emergency and non-emergency calls are handled efficiently and professionally. The ideal candidate will possess strong leadership skills, extensive knowledge of dispatch systems, and a commitment to public safety. If you are passionate about making a difference in the community and thrive in high-pressure environments, we encourage you to apply for this rewarding position. This work is performed at the Department of Public Safety Communications, 1 Union Ave, New Haven.

Requirements

Graduation from high school; college degree desirable.
Three years of progressively responsible experience in public telecommunications or dispatching, or any equivalent combination of training and experience.
Knowledge of the State of Connecticut 911 system and the routing of 911 calls.
Knowledge of the City and the placement and capabilities of emergency response personnel and equipment.
Knowledge of the principles of supervision, organization and management; ability to apply such knowledge.
Considerable ability to work under pressure and to respond to crisis situations professionally and courteously.
Ability to operate a variety of telecommunications equipment including computer terminals, radios, copiers, and phone/radio recording systems.
Familiarity with the geography of the City of New Haven, its thoroughfares and features.
Familiarity with adjoining jurisdictions, including State Police jurisdictions in the New Haven area.
Experience in the use of a computer aided dispatch system.
Ability to work various shifts and be flexible about days off.
Must obtain the following certifications within 12 months of appointment and maintain throughout employment: Emergency Medical Dispatcher (EMD), State of CT OSET Telecommunicator (TCM), COLLECT and NCIC, CPR certification.
Current authorization to work in the U.S. without employer-sponsored visa support.

Nice To Haves

College degree desirable.

Responsibilities

Under limited supervision is responsible for monitoring the activities of the Communications Center.
Coordinating, scheduling, and managing personnel in the Communications Center, as well as handling call-taking and dispatching responsibilities as needed.
Ensuring that all radio, telephone and computer systems are operating properly and that all 911 and non-emergency calls are handled consistently, professionally, efficiently and appropriately.
Performing administrative functions including the management of a training program for Operator Dispatchers.
Managing and assisting the Department Head and Deputy Director with training, scheduling, payroll, quality assurance/quality improvement, and tracking of Operator Dispatcher certifications.
Assigning, directing, assisting, and supervising Operator Dispatchers engaged in answering telephone and radio calls for emergency and non-emergency assistance.
Ensuring adherence to established laws, regulations, policies and procedures.
Assisting and advising subordinates as necessary to resolve problems as situations arise.
Making recommendations to the Department Head for assigning, scheduling, and related personnel matters.
Preparing and submitting various reports and records as required or directed by the Department Head.
Observing and ensuring compliance with all applicable state and federal laws and regulations applicable to public employees.
Maintaining proper certifications, reviewing procedures and operations and making recommendations for modifications and improvements.
Supervising Operator Dispatchers and reporting center incidents and performance issues to the Department Head and Deputy Director.
Supervising and participating as needed in 911 emergency operations including the operation of radios, telephones, computers in receiving calls for emergency service and dispatching responding police, fire and EMS units.
Monitoring all aspects of operation of the CAD systems and information systems integrated with the City of New Haven, State of Connecticut, FBI, NCIC Systems.
Maintaining data necessary for the proper functioning of the Communications Center.
Reporting issues or problems to Department Head or Deputy Director.
Preparing reports for City, State and Federal agencies and assisting Department Head and Deputy Director with maintenance, storage and retention of all reports in accordance with regulations promulgated by the State and City.
Assisting in the development and implementation of an on-going training and quality assurance/quality improvement programs for Operator Dispatchers.
Conducting shift change activities to inform personnel of important department issues or that previous shift information has been received and disseminated.
Answering administrative calls from other departments or the public and resolving requests or inquiries or referring to appropriate agency or department contact.
Conducting formal and/or informal employee meetings to discuss important issues or general work performance in the Communication Center.
Conducting internal investigations by interviewing employees, obtaining statements, asking questions and explaining the details of the situation to the Department Head and Deputy Director for action.
Approving leave requests in absence of the Department Head or Deputy Director and making necessary adjustments to shift schedules based on available personnel.
Handling personnel conflicts professionally and expediently.
Documenting employee attendance and performance issues.
Making recommendations for disciplinary action to Department Head and Deputy Director.
Communicating outcomes to employees.