Emergency Communications Supervisor

ADAMS COUNTY COMMUNICATIONS CENTER AUTHORITY•Commerce City, CO

2d•$40 - $61•Onsite

About The Position

Supervise, assign, review and participate in the work of staff responsible for providing public safety telecommunications and dispatch services on an assigned shift; ensure work quality and adherence to established policies and procedures; and participate in the daily supervision of communications center operations.

Requirements

Knowledge of: Working knowledge of characteristics of modern public safety telecommunications equipment including computer aided dispatch systems and the ability to troubleshoot operational equipment to include but not limited to CAD, a 9-1-1 Phone System (including reporting software), and the radio system.
Modern office technology and understanding/proficiency with equipment, including computers and related software applications, to include but not limited to, the Microsoft Office365 suite, CodeRed, Total Response, Schedule Express, Paycom, and SharePoint.
Working knowledge and ability to detect problems with building maintenance to include, but not limited to, generators, heating and air conditioning units.
Thorough knowledge of ADCOM Policies and Procedures Ability to apply same Policies and Procedure principles of supervision and training.
Thorough knowledge of daily operations, services, and activities of a public safety telecommunications and dispatch center.
Techniques of questioning for both emergency and non-emergency calls.
Dispatching techniques with use of radio system for communicating and receiving information.
Customer service principles and problem resolution techniques.
Principles and practices of record keeping and documentation.
Geographic features and locations within the area served.
English usage, spelling, grammar, and punctuation.
Applicable Federal, State, and local codes, laws, and regulations.
Leadership principles including accountability, ethical decision-making, emotional intelligence, team development, performance management, strategic thinking, and leading through organizational change.
Ability to: Self-Management evidenced by setting well-defined and realistic personal goals, monitor progress and motivated to achieve personal goals.
Manage own time, and complete assignments and tasks as expected in a timely manner.
Deal with stress effectively.
Maintain Operational proficiency in dispatch skills and protocols.
Be Flexible and adapt quickly to changes and willing to adjust schedule for unexpected assignments or to fulfill responsibilities.
Remain calm and controlled under stressful situations.
Perform multiple duties while also exercising good judgment and making sound decisions in emergency situations.
Display a high level of effort and commitment towards performing work and demonstrates responsible behavior.
Provide understanding, friendliness, courtesy, tact, empathy, cooperation, concern, and respect to others.
Relate well to people from varied backgrounds and cultures.
Present a positive attitude, professional demeanor and an ability to counsel, coach, and motivate others.
Understand and apply the tenets of emotional intelligence to relationships with direct reports, management, agencies, vendors, and citizens.
Foster positive relationships.
Monitor activities in the communications center and take appropriate action to ensure excellent service delivery is provided.
Ability to effectively communicate clearly and concisely, both orally and in writing.
Ability to train and assist in personnel training.
Functional knowledge and competent in use of NIMS.
Education: High School Diploma or GED, supplemented by specialized training in public safety communications or a related field.
Two (2) years of public safety dispatching experience (consecutive or cumulative) at the Lead Dispatcher level or One (1) year of public safety supervisory experience within 011 emergency dispatching center.
Must have previous dispatching experience in police and/or fire disciplines.
One (1) year CTO experience
POSSESSION OF, OR ABILITY TO OBTAIN, AND MAINTAIN A CURRENT CERTIFICATION FOR THE FOLLOWING:
Valid government issued ID or passport
APCO CTO Certification
CJIS Compliancy
Total Response Suite Certification
Must pass a pre-employment criminal background check as required.
Submit to fitness for duty evaluations if required.
Maintain proficiency in all duties of the Communication Center for Call Taking and Dispatching included but not limited to: ECS I, II, III, Fire Board Channels and Law Enforcement Channels, Service Channel.
Successful candidate is subject to a one (1) probationary period.
Meet or exceed expectations on yearly performance evaluation.

Responsibilities

Answer and process emergency and non-emergency calls for service in a prompt, professional, and courteous manner.
Obtain, verify, and document accurate information, including location, nature of incident, and caller details.
Enter, update, and maintain incident information in the Computer Aided Dispatch (CAD) system.
Prioritize and classify calls in accordance with established policies and protocols.
Provide Emergency Medical Dispatch (EMD) instructions as certified and ensure adherence to approved protocols.
Calm and effectively manage distressed, hostile, or emotionally charged callers.
Utilize mapping systems, caller location technology, and related software to confirm and track incident locations.
Dispatch law enforcement, fire, EMS, and other public safety personnel.
Monitor radio channels and maintain real-time awareness of field unit status and activity.
Relay critical information clearly, accurately, and efficiently to responders.
Conduct database inquiries using NCIC, CJIS, CBI for warrants, vehicle registrations in compliance with applicable regulations.
Coordinate multi-agency and mutual aid responses.
Manage high-volume radio and telephone traffic during routine and critical incidents.
Initiate emergency alerts, notifications, and activation of emergency operations procedures as required.
Maintain responder safety by monitoring incidents and providing timely updates.
Operate and maintain communications equipment, including radio systems, CAD, 911 telephone systems, and related software.
Accurately document all incidents, updates, and significant activities.
Respond to citizen inquiries and complaints related to public safety telecommunications and ensure appropriate follow-up.
Supervise, plan, prioritize, assign, and review the work of communications personnel.
Ensure adequate staffing levels to maintain operational readiness; adjust schedules and provide shift coverage as needed.
Administer guidance, direction, and support to assigned staff.
Foster and maintain a professional work environment conducive to teamwork and high performance.
Monitor call handling and radio communications to ensure quality, accuracy, and compliance with established standards.
Conduct quality assurance and quality improvement activities, including periodic performance evaluations and testing.
Train, mentor, and coach employees; identify training needs and coordinate professional development opportunities.
Serve as a Communications Training Officer (CTO) when necessary.
Evaluate employee performance; develop performance improvement plans and recommend or implement corrective and disciplinary actions in accordance with policy.
Participate in recruitment, interviewing, selection, and onboarding of personnel.
Address employee concerns and resolve workplace conflicts in a professional and timely manner.
Make critical decisions during complex, high-risk, and life-threatening incidents.
Provide leadership and operational direction during major incidents and ensure continuity of operations.
Prepare after-action reports and recommend operational improvements.
Assist in the development, implementation, and revision of policies, procedures, goals, and objectives.
Enforce departmental and ADCOM rules, policies, and procedures.
Prepare and maintain records, reports, logs, and statistical data.
Participate in the preparation and administration of the assigned budget; submit recommendations and monitor expenditures.
Evaluate emerging software, hardware, and communications technologies through vendor demonstrations and provide professional feedback and recommendations for implementation.
Establish schedules and operational methods to ensure effective public safety dispatch services; identify and allocate necessary resources.
Evaluate communications operations and recommend improvements to enhance efficiency and service delivery.
Serve as liaison between communications staff, command staff, and external public safety agencies to maintain cooperative working relationships.
Identify, troubleshoot, and coordinate repair of equipment malfunctions impacting communications center operations.
Ensure compliance with applicable laws, regulations, certification standards, and confidentiality requirements.
Perform other duties as assigned.