Operations Supervisor- Aurora911

City of Aurora•Aurora, CO

1d•Onsite

About The Position

The Emergency Communications Operations Supervisor is a self-motivated team contributor who provides leadership, guidance, and cultivates technical and human skills for all team members and ensures ongoing operational continuity. The Operations Supervisor assigns, reviews, and participates in the daily work of staff responsible for providing emergency communications and dispatch services within an assigned team or shift; ensures work quality and adherence to established laws, ordinances, policies and procedures, and compliance with performance measures/service level standards; and participates in the daily supervision of communications center operations. This position is selected through application and competitive process, which includes external candidates. Candidates must be willing to work in a 24-hour environment, which includes shifts on swings and graveyards, weekends, holidays, overtime, and on-call.

Requirements

High School Diploma or GED
Must successfully complete the Aurora911 Basic Training Program, to include all relevant certifications (CCIC/NCIC, EMD, EFD, CPR)
Three (3) years of progressively responsible experience in a 911 Public Safety Communications Center
One (1) year of experience as a lead worker or trainer
NCIC/CCIC Certification
NIMS 100, 200, 700 Certification
Certification in CPR and First Aid
Crisis Intervention
Emergency Medical Dispatcher (MPDS) certification
The ability to acquire Emergency Fire Dispatcher (FPDS) certification.
The ability to acquire Police Dispatcher (PPDS) certification.
Principles of supervision and professional development, including but not limited to supervision, leadership, motivation, coaching, establishing goals, conflict resolution, team building, delegation, record keeping and effective communications.
Operations, services and activities of a public safety telecommunications and dispatch center.
Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems.
Techniques of questioning for both emergency and non-emergency calls.
Dispatching techniques with use of radio system for communicating and receiving information.
Principles of adult learning
Principles of generational learning
Principles of cultural learning
Principles and application of diversity awareness
Customer service principles and problem resolution techniques.
Principles and practices of record keeping and documentation.
Geographic features and locations within the area served.
Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems.
English usage, spelling, grammar, and punctuation.
Modern office technology and equipment, including computers and related software applications.
Applicable Federal, state, and local codes, laws and regulations.
Strong interpersonal, analytical, decision making.
Problem solving skills; including the ability to read, write, spell, and speak in a clear and concise manner and to educate, counsel, and motivate others.
Skill in the use of personal computers and related software
Excellent presentation skills, both oral and written, and excellent documentation skills
Promotion of a positive workplace environment based on open communication, recognition, and modeling the desired, in-bounds behaviors of Aurora911’s Core Values .
Work independently without the need for close supervision
Demonstrate excellent integrity, accountability, and transparency in work activity.
Interact with others with professionalism and emotional intelligence.
Exhibit emotional self-regulation in a frequently high-stress environment
Clearly speak, write, and comprehend American English language.
Respond to and resolve difficult and sensitive inquiries and complaints.
Effective mediation and conflict management.
Prioritization and adaptation of operations to meet fluctuating demands.
Delivery of performance feedback designed to maximize performance and employee success.
Recognize and appropriately intervene when incorrect or inappropriate behaviors are observed.
Directly and proactively communicate to enhance the team environment and reduce preventable conflict and triangulation in the workplace.
Objectively review work product with consideration of city and department policies, laws, standards, and strategic goals.
Effective de-escalation techniques
Establish priority of emergency situations
Perform multiple tasks simultaneously.
Establish and maintain accurate and complete records, logs, and files.
Work under pressure, exercise good judgment and make sound decisions in emergency situations.
Interpret and apply Federal, State and local policies, laws and regulations.
Operate and use modern office equipment including computers and various software applications.
Communicate clearly and concisely, both orally and in writing
Establish and maintain effective working relationships with those contacted in the course of work.
Maintain confidentiality of sensitive information related to personnel and payroll issues.

Nice To Haves

Bachelor’s degree from an accredited university

Responsibilities

Ensure a positive, engaging workplace environment based on open communication, recognition, by modeling the desired, in-bounds behaviors of Aurora911’s Foundational Four Values.
Plan, prioritize, assign, supervise, and review the work of assigned staff; participate in the selection of assigned staff; provide or coordinate staff training; work with employees to develop competencies and correct deficiencies; implement discipline procedures.
Motivate, support, and positively recognize staff members.
Actively contributes to a healthy work environment through modeling positive behaviors.
Provides feedback to team members which is designed to optimize personal and professional success through performance enhancement
Establish schedules and methods for providing public safety dispatch services; identify resource needs; review needs with appropriate management staff; allocate resources accordingly.
Works as a part of the leadership team to recommend for adoption, develop, review, update and implement policies, procedures, operating guidelines, technology, and professional development resource allocation strategies which are current, applicable, and sustainable.
Participate in the development and implementation of goals, objectives, policies, procedures, and priorities for assigned programs; recommend improvements and modifications.
Operate and maintain communications center equipment including radio systems, computer aided dispatch and emergency 911 telephone equipment; software programs; generate reports from computer aided dispatch and archived recordings, troubleshoot and report equipment issues through prescribed channels.
Respond to citizen inquiries, requests and questions regarding public safety telecommunications services, record and research complaints.
Schedule effective twenty-four-hour telecommunications center operations to ensure consistent service levels.
Prepare and conduct periodic testing and quality assurance to ensure that all staff are proficient in areas of assignment.
Monitors supplies and operational resources, and replenishes inventory as required.
Prepare and maintain a variety of records, reports, and logs.
Can provide operational support to the department through competently performing the duties and responsibilities described in the Emergency Communications Specialist job series.
Serve as liaison with various public safety agencies to determine telecommunications and dispatch needs, address concerns of users and maintain a cooperative working relationship.
Contributes to the identification of root causes in common performance issues and develops education and guidance to correct the issue.
Perform other duties of a similar nature or level.

Benefits

Well-Funded General Employees Retirement Plan
On Site Fitness Center, and overall employee well-being programs
Peer Support
Formal Mentoring opportunities
Free, Secure Parking
Free electric vehicle (EV) charging
Tuition reimbursement program
Employee learning system
Continuing education and development for technical and human skills, including leadership development and access to industry-specific certifications.
Psychological, wellness, and resiliency resources, at no cost to the employee.