Emergency Telecommunicator Supervisor
About The Position
The City of Champaign seeks qualified candidates for a career opportunity as an Emergency Telecommunicator Supervisor at METCAD 9-1-1. If you have experience in a multi-jurisdictional, multi-discipline 9-1-1 call center and enjoy being a leader to others, this could be the right place for you. This position involves a variety of supervisory, administrative, and technical functions related to overseeing the day-to-day operations of and activities in the 9-1-1 communications center. Responsibilities include, but are not limited to: planning, directing and evaluating the work of front-line emergency call takers and dispatchers; preparing work schedules to maintain adequate staffing levels; updating operational resources; applying applicable regulations and laws; ensuring staff compliance to established regulations, operating procedures, and labor agreements; investigating and responding to inquiries and complaints regarding telecommunicator performance; troubleshooting specialized dispatch-related equipment and software; training newly hired telecommunications staff; and facilitating career progression at METCAD for telecommunicators. This position requires the ability to occasionally report to the METCAD facility outside of regularly assigned hours to respond to emergency events.
Requirements
- Education equivalent to a high school diploma.
- Extensive, progressively responsible experience as an emergency telecommunicator that includes emergency call taking and dispatching training.
- Supervisory experience that demonstrates the ability to plan and manage the work of subordinate staff.
- An equivalent combination of work experience and training that demonstrates the required knowledge, skills, and abilities will be considered.
- The ability to effectively listen to, communicate with, and elicit information from upset, emotional, and irate individuals.
- The ability to prepare and maintain a variety of files, records, and reports.
- The ability to work with limited supervision and general guidance within the established chain of command.
- The ability to work well in a team environment, openly and regularly sharing information and proactively seeking direction as appropriate.
- The ability to maintain confidentiality regarding the operation of the City organization, METCAD 9-1-1, and user agencies.
- Possession of, or ability to obtain within an approved timeframe post-hire, certification and/or licensure in Emergency Medical Dispatch (EMD), Illinois Law Enforcement Agency Data System (LEADS), NIMS (National Incident Management System) courses 100 and 700, and Communications Training Officer.
Nice To Haves
- Associate degree or certification in Emergency Telecommunications, Business Administration, Information Technology, Sociology, or other related area.
- Experience in providing feedback to subordinates or peers based on adherence to regulations and policies with a focus on customer service.
Responsibilities
- planning, directing and evaluating the work of front-line emergency call takers and dispatchers
- preparing work schedules to maintain adequate staffing levels
- updating operational resources
- applying applicable regulations and laws
- ensuring staff compliance to established regulations, operating procedures, and labor agreements
- investigating and responding to inquiries and complaints regarding telecommunicator performance
- troubleshooting specialized dispatch-related equipment and software
- training newly hired telecommunications staff
- facilitating career progression at METCAD for telecommunicators
- occasionally report to the METCAD facility outside of regularly assigned hours to respond to emergency events
Benefits
- excellent fringe benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Executive, Legislative, and Other General Government Support
Education Level
High school or GED
