E911 Shift Supervisor

DeKalb County•Decatur, GA

2d•Onsite

About The Position

This classification is safety sensitive, subject to random drug testing in accordance with the County’s Drug & Alcohol Policy. The E911 Shift Supervisor supervises, directs, and evaluates assigned staff, develops and oversees employee work schedules, and compiles and reviews timesheets. They approve/process employee concerns, counsel or discipline as appropriate, assist with or complete employee performance appraisals, direct work, act as a liaison between employees and management, and train staff in operations, policies, and procedures. This role also supervises operations in an assigned section on an assigned shift, providing guidance, advice, instruction, and training, making work assignments, monitoring work in progress, and ensuring shift activities comply with established policies and procedures. The supervisor assists operators during critical incidents, ensures appropriate personnel and/or equipment are dispatched and notifications are made, coordinates response to critical incidents, and monitors activity at various locations. They also assist operators during high volume periods, answer incoming emergency and non-emergency calls, determine the nature of the call, and enter information into the Computer Aided Dispatch (CAD) System. Providing lifesaving and pre-arrival instructions to callers, remaining available to callers, and checking medical status are key duties. The supervisor dispatches agency personnel, coordinates multi-unit and multi-jurisdictional response calls, maintains awareness of available response units, dispatches calls, maintains contact with response units, and assists in coordinating correct response. They utilize computers to enter and retrieve data, retrieve and relay information from GCIC and NCIC, compile and analyze data for customer surveys, make calculations, and report findings for quality assurance. The role involves testifying in court, processing Open Records requests, and performing duties of the E911 Watch Commander temporarily, as assigned.

Requirements

High school diploma or GED and vocational training in emergency communications required.
Five years of experience in public safety dispatch and/or 911 emergency communications.
Two years as an E-911 Communications Officer III.
Valid Georgia driver’s license.
GCIC and NCIC Certifications.
Emergency Medical Dispatch (EMD) Certification.
Georgia Peace Officer Standards and Training (POST) Certification.
Communications Training Officer (CTO) Certification.
Cardiopulmonary Resuscitation (CPR) Certification.
Certification on all dispatch and supervisory consoles.

Responsibilities

Supervises, directs, and evaluates assigned staff.
Develops and oversees employee work schedules to ensure adequate coverage and control.
Compiles and reviews timesheets.
Approves/processes employee concerns and problems and counsels or disciplines as appropriate.
Assists with or completes employee performance appraisals.
Directs work and acts as a liaison between employees and management.
Trains staff in operations, policies, and procedures.
Supervises operations in an assigned section on an assigned shift.
Provides guidance, advice, instruction and training to staff.
Makes work assignments and monitors work in progress.
Ensures shift activities comply with established policies and procedures.
Explains and interprets policies and procedures.
Assists operators during critical incidents.
Ensures that all the appropriate personnel and/or equipment has been dispatched and notifications have been made to the appropriate personnel.
Coordinates response to critical incidents.
Monitors activity at the Center for Disease Control, radiation clinics, banks, etc.
Assists operators during high volume periods.
Answers incoming emergency and non-emergency voice and Telecommunication Device for the Deaf (TDD) calls.
Determines nature of call and correct signal and/or code.
Simultaneously enters information into the Computer Aided Dispatch (CAD) System.
Provides lifesaving and pre-arrival instructions to callers in emergency medical situations.
Remains available to callers while units are in route.
Checks medical status.
Dispatches the appropriate agency personnel to scene through use of radio and CAD System.
Coordinates multi-unit and multi-jurisdictional response calls.
Maintains awareness of available response units.
Dispatches calls to available units.
Maintains contact with response units to provide information and instructions regarding emergencies.
Assists in the coordination of correct response.
Utilizes computer to enter and retrieve data/information related to police, fire, and emergency medical service activity.
Retrieves and relays information from the Georgia Crime Information Center (GCIC) and National Crime Information Center (NCIC).
Compiles and analyzes data for customer surveys.
Makes calculations and reports findings for continuing improvements for quality assurance.
Testifies in Court.
May be called to testify as the owner of a voice on an E-911 recording and/or to be a witness that a call was received.
Processes Open Records requests.
Receives and reviews requests.
Listens to calls, identifies and omits proprietary information.
Creates and submits a recording or report of requested calls.
Performs duties of E-911 Watch Commander temporarily, as assigned.