PSAP Supervisor

Luzerne County•Wilkes-Barre, PA

1d•Onsite

About The Position

The PSAP Supervisor is responsible for overseeing the day-to-day operations, activities, and personnel on an assigned shift to ensure compliance with established guidelines, procedures, and policies. This role involves establishing priorities during peak activities, directing 9-1-1 call-taking and dispatching to meet performance objectives, and confirming that all calls for service are satisfactorily processed according to Standard Operating Procedures (SOPs). The supervisor must promptly report any mishandled calls to management and ensure all operations adhere to departmental SOPs. Additionally, they are responsible for scheduling breaks and lunches, reporting equipment failures, serving as the County Warning Officer, and training Telecommunicators and Telecommunicator Specialists. The role also requires maintaining a professional work environment, assisting with data entries and paperwork, and being able to perform the duties of a Telecommunicator or Telecommunicator Specialist when needed. Availability to work irregular shifts, varied hours, weekends, and holidays is essential.

Requirements

Education equivalent to the completion of twelfth grade supplemented by training in Public Safety call-taking and dispatching.
3 years of emergency services dispatching / call-taking experience or related field.
No criminal convictions or indictments of felony or misdemeanor charges or any computer crimes.
Comprehensive knowledge of a 24 hour emergency center.
Knowledge of 9-1-1 call-taking and dispatching procedures.
Knowledge of Supervisory methods and techniques.
Knowledge of Principles and processes for providing customer services.
Knowledge of Departmental rules and regulations.
Knowledge of Luzerne County Emergency Service Agencies.
Knowledge of Computer applications as related to emergency services call-taking and dispatching.
Knowledge of 9-1-1 Radio Communications System and the use of Public Safety Radio Protocols.
Knowledge of Daily operations within a PSAP setting.
Effective interpersonal and coaching skills.
Effective communication skills, including oral, written and electronically.
Excellent organizational skills.
Effective customer relations at all times.
Proficiency in Microsoft Word, Excel, Publisher, Power Point and Adobe.
Ability to use logic and reasoning to analyze, understand and evaluate complex situations.
Ability to establish and implement effective administrative programs and procedures.
Ability to understand and follow moderately complex oral and written instructions, often during stressful situations.
Ability to communicate and express ideas effectively, both orally and in writing.
Ability to establish multiple priorities and independently manage projects with limited supervision.
Ability to handle confidential data discreetly, disclosure of which is protected by law.

Nice To Haves

1-2 years of supervisory experience is preferred.
Indicates development after employment.

Responsibilities

Establishes priorities during peak activities and directs 9-1-1 call-taking and dispatching to meet PEMA Act-12 performance objectives.
Confirms that all calls for service are satisfactorily processed as defined by Departmental Standard Operating Procedures (SOPs).
Promptly informs the Lead PSAP Supervisor and PSAP Manager of any calls that may have been mishandled.
Confirms that 9-1-1 call-taking and dispatching are in accordance with Departmental Standard Operating Procedures.
Schedules the breaks and lunches of Telecommunicators and Telecommunicator Specialists, dependent upon the 9-1-1 Center workload.
Informs 9-1-1 Management of any equipment failures which may occur or are affecting the operation of the 9-1-1 Center.
Serves as the County Warning Officer to provide advisories and warnings to the appropriate public officials and general public.
Works with new and existing Telecommunicators and Telecommunicator Specialists to reinforce 9-1-1 call-taking and dispatching methods as defined by 9-1-1 SOPs.
Ensures that Telecommunicators and Telecommunicator Specialists maintain their work areas in a professional manner.
Assists with CLEAN/NCIC entries and paperwork as required.
Must be able to perform all job functions of a Telecommunicator and Telecommunicator Specialist to assist when needed.
Must be available to work irregular shift patterns, varied hours, weekends and holidays.
Handle a variety of human resources issues with tact and diplomacy and in a confidential manner.
Organize and maintain records, documentation and confidential information as needed.
Communicate with the public, employees and outside agencies in a professional manner.
Understand and follow moderately complex oral and written instructions, often during stressful situations.
Communicate and express ideas effectively, both orally and in writing.
Establish multiple priorities and independently manage projects with limited supervision.
Handle confidential data discreetly, disclosure of which is protected by law.
Provide guidance to Telecommunicators as needed.
Perform all other related duties as assigned.