Dispatch Supervisor - Full-Time

City of Fairhope•Police, AL

About The Position

Under general supervision of the Police Lieutenant - Support, the Dispatch Supervisor is responsible for the day-to-day operations of the City’s Communication Center, providing dispatch and communications support for police, fire, emergency medical, and other City public safety responders. The position trains and schedules personnel, communicates and enforces dispatching standards and policies, and oversees the City’s computer-aided-dispatch (CAD), Records Management System (RMS), and Mobile Dispatch System (MDS). The employee also serves as the Agency Information Security Officer (AISO) for the National Crime Information Center (NCIC), managing accounts and training, and performs dispatcher duties to cover vacations and other absences. The role requires independent judgment, initiative, and understanding when interpreting orders, rules, and regulations and responding to emergencies. Work is performed according to established rules, regulations, and instructions from superior officers and is reviewed upon completion. This safety-sensitive position is subject to a pre-employment background check and random drug screens. The position supervises and evaluates staff, plans shift activities, prepares rosters, adjusts schedules and staffing, authorizes overtime, approves leave, conducts performance appraisals, participates in interviews, and facilitates employee training. It reviews dispatch logs and procedures, provides technical support and remedial training, maintains NCIC user accounts, monitors CAD performance, handles administrative records and correspondence, coordinates system maintenance, and liaises with other agencies. The employee also monitors communications equipment and arranges timely maintenance. The employee performs dispatch duties, including monitoring radio frequencies, telephone lines, alarms, and other systems; receiving and entering public complaints into CAD; relaying information and dispatching responses; maintaining contact with field units and jail personnel; processing authorized records and information requests; monitoring emergency and weather alerts; and maintaining logs, emergency contact lists, and radio-room equipment. The employee also controls access to the radio room and performs other job-related duties as assigned. The work is sedentary and is generally performed in offices, meeting and training rooms, or vehicles. Some walking, standing, bending, carrying light items, and driving may occur. The work environment involves everyday risks or discomforts typical of offices and vehicles and is adequately lighted, heated, and ventilated. Visible tattoos are subject to department restrictions; specified events require employees with visible tattoos to wear long-sleeved uniforms, and offensive tattoos are prohibited.

Requirements

High school diploma or GED.
At least three years of work experience as a Dispatcher or supervisory experience.
Current and valid driver’s license and ability to be insured.
Possess and maintain Notary Public designation.
Possess and maintain NCIC and Alabama Communications and Operations Portal (Ala COP) certifications.
Complete APCO/NENA Supervisor training within twelve months of hire.
Type at least 25 words per minute.
Be able to work non-standard hours and be on call 24/7.
Ability to travel.
Pass a pre-employment background check and initial drug screen.
Ability to complete continuing education credits.
Ability to supervise, instruct, and train others in communications dispatch.
Ability to operate computers and software, standard office equipment, a multi-line telephone, and a two-way radio.
Ability to read maps and drive.
Ability to communicate effectively orally and in writing with coworkers, supervisors, the public, and court personnel, including calmly handling upset or incoherent callers.
Ability to remain calm, make sound decisions quickly, organize and multitask, and work independently.
Ability to type, talk, and listen effectively; read and understand rules and procedures; and prepare written plans, procedures, reports, letters, and documents.
Ability to perform basic calculations.
Ability to interpret orders, rules, and regulations and respond effectively to emergency situations.

Responsibilities

Supervise, direct, and evaluate assigned staff; address employee concerns, direct work, counsel and discipline employees, and complete performance appraisals.
Plan and direct shift activities; prepare work rosters, adjust staffing and schedules, authorize overtime as needed, approve leave, and document absenteeism and work-related injuries.
Participate in applicant interviews and submit recommendations to the supervisor.
Communicate policy and procedure changes and shift instructions to personnel.
Train new employees and provide regular training to telecommunicators; assist subordinates with complex situations and provide technical support.
Review dispatch logs for compliance with standard operating procedures and provide remedial training as needed.
Review and update communications-center standard operating procedures.
Serve as AISO for the NCIC system by establishing and controlling user accounts and managing related training.
Monitor CAD performance and oversee the CAD, RMS, and MDS systems.
Prepare, process, and maintain forms, teletypes, legal documents, requests, reports, correspondence, files, and administrative records.
Coordinate communications-system maintenance with in-house or contractor support and coordinate activities with law enforcement agencies when related to ongoing City investigations.
Monitor equipment operations, arrange timely maintenance, prepare repair work orders, change radio recording tapes, and maintain continuous call recording.
Attend training required by the department or law to maintain certifications and improve job performance.
Perform dispatcher duties to cover vacations and other employee absences.
Monitor communications, telephones, alarms, CCTV, and other systems; check equipment functionality and report failures.
Receive public complaints, gather relevant information, enter calls into CAD, and relay requests and information to patrol, fire/rescue, ambulance, and other service units.
Dispatch calls, maintain contact with patrol units and jail personnel, monitor their locations, and send additional assistance when needed.
Notify designated police officials of major crime alerts as required by policy and procedure.
Handle automated and phone-in burglary calls and use TDD equipment for deaf and handicapped callers.
Monitor emergency-management and severe-weather communications, disseminate alerts, and provide the public with weather and road information.
Maintain emergency contact lists and logs for wreckers, alarms, driver histories, criminal histories, and NCIC transactions.
Enter stolen vehicle, stolen property, warrant, and missing-person information; obtain authorized criminal, driver, and vehicle records; and exchange administrative messages with other agencies by teletype.
Maintain radio-room cleanliness and equipment, control access to the radio room and electronically or remotely activated door systems, and maintain uniform and equipment in clean working order.
Perform other job-related duties as required or assigned.