Public Safety Dispatch Supervisor

City of Hayward•Hayward, CA

4d•Onsite

About The Position

The City of Hayward is recruiting for the position of Public Safety Dispatch Supervisor. This is a hands-on, working shift supervisor role responsible for the day-to-day technical, functional, and operational supervision of personnel in a 24/7 emergency communications center. Supervisors work alongside dispatch personnel, remain proficient in call-taking and police/fire radio operations, and may provide direct operational coverage as needed. The position reports to the Communications Administrator and rotates between day and night shift assignments, including weekends and holidays. This is the supervisory class in the Public Safety Dispatcher series, performing the most difficult and responsible duties within the series, including supervising communications personnel, coordinating shift operations, and making real-time operational decisions. Employees at this level are required to be fully trained in all procedures related to their assigned areas of responsibility. The ideal candidate is an experienced public safety communications professional who demonstrates sound judgment, professionalism, accountability, and strong leadership in a fast-paced 24-hour emergency communications environment. The successful candidate will be able to effectively lead and support employees while maintaining awareness of staffing, workload, operational priorities, and emerging issues across the Communications Center. They will communicate clearly, make timely decisions, appropriately address performance and conduct concerns, and provide coaching and feedback that supports employee development. The ideal candidate will also demonstrate initiative, adaptability, and a willingness to identify opportunities for operational improvement. Strong interpersonal skills, the ability to manage conflict, and the ability to build effective working relationships with employees, other supervisors, field personnel, and partner agencies are essential. Experience with employee training, performance evaluation, quality assurance, policy and procedure development, scheduling, and/or project implementation in a public safety communications environment is highly desirable. Successful completion of the California POST Public Safety Dispatcher Supervisor Course is also highly desirable.

Requirements

Knowledge of emergency telephone answering techniques, policies, and procedures.
Knowledge of general policies and procedures used in the operation of the City's dispatch center.
Knowledge of primary roads, streets, highways, areas, major buildings, and public facilities within the City's boundaries.
Knowledge of standard radio broadcasting procedures and rules associated with operation of an emergency services communication network; learn to monitor multiple frequencies.
Knowledge of radio and other codes used in the creation of computer aided calls for dispatch.
Knowledge of correct telephone answering techniques, policies, and procedures.
Knowledge of use of various police report forms.
Knowledge of manual and computer aided emergency communication equipment, procedures and practices.
Knowledge of county, state and federal law enforcement computer systems.
Knowledge of correct English usage, including comprehension and grammar.
Knowledge of communications rules and regulations governing the operation of radio transmitting and receiving systems.
Knowledge of principles of supervision, training, and performance evaluation.
Knowledge of pertinent Federal, State, and local laws, codes and general law enforcement procedures.
Ability to plan, assign and evaluate the work of others.
Ability to read, write, spell, and speak in concise English.
Ability to follow oral and written instructions.
Ability to deal tactfully with the public and others.
Ability to work in a confined area and wear a headset.
Ability to remain calm during emergencies and obtain relevant information from callers who are in stressful situations.
Ability to answer and prioritize calls for emergency and non-emergency police, fire, and other City services and to dispatch appropriate units in response in a courteous manner.
Ability to accurately enter information in the computer system while receiving information by telephone.
Ability to operate a computer aided dispatch system, video display terminal, teletype and other computer programs and equipment related to public safety communications and records.
Ability to interpret maps.
Ability to effectively perform emergency telephone answering and processing duties.
Ability to perform several job tasks effectively under pressure for sustained periods of time.
Ability to memorize and retain information from a variety of sources.
Ability to teach procedures and equipment operation to others.
Ability to interpret information from distraught, incoherent or angry callers and relay critical facts to appropriate emergency or nonemergency personnel.
Ability to assign priorities both to incoming calls and to dispatch of calls for service.
Ability to respond to request for emergency and nonemergency services in a professional and courteous manner.
Ability to speak clearly and concisely in an understandable voice via radio and telephone and in person.
Ability to type accurately at a speed of 35 words per minute.
Ability to work various shifts, including day, swing and graveyard as well as weekends and holidays.
Ability to establish and maintain effective working relationships with those contacted in the course of work.
Two (2) years of responsible emergency dispatching experience comparable to the Public Safety Dispatcher in the City of Hayward.
Equivalent to the completion of the twelfth (12th) grade.
Completion of the California Commission on Peace Officer Standards and Training (POST) Basic Public Safety Dispatcher Course Certification within one year of hire.

Nice To Haves

Experience with employee training, performance evaluation, quality assurance, policy and procedure development, scheduling, and/or project implementation in a public safety communications environment is highly desirable.
Successful completion of the California POST Public Safety Dispatcher Supervisor Course is also highly desirable.

Responsibilities

Receive emergency calls from the public requesting police, fire, or other related services; determine nature and location of emergency; determine priority and dispatch emergency units as necessary and in accordance with established procedures; coordinate emergency calls and relay information and assistance requests involving other law enforcement agencies.
Use a computer aided dispatch (CAD) system to enter calls for service/radio traffic and monitor real-time status of situations; use an automated records management system (RMS) related to public safety activities to enter and retrieve information.
Maintain contact with all units on assignment; maintain status and location of field units and monitor radio frequencies of outside public safety agencies.
Receive incoming telephone and voice radio calls for non-emergency assistance; dispatch animal control, utilities and street maintenance staff as needed.
Enter, retrieve, and update information from teletype networks, including the California Law Enforcement Telecommunications System (CLETS) relating to wanted persons, stolen property, vehicle registration, stolen vehicles and other information.
Relay emergency and non-emergency information to public safety personnel in the field as required.
Supervise day to day operation of assigned shift; direct and monitor workflow.
Prepare work schedules and assign personnel to various tasks required within assigned shifts, and ensure good customer service to internal and external customers.
Evaluate performance of assigned communications personnel; work with employees to correct deficiencies; implement disciplinary procedures; and counsel employees.
Approve days off and vacation requests from Public Safety Call Takers and Dispatchers and coordinate replacements for vacancies; schedule emergency and short term assignments of communications personnel.
Assist in the development and implementation of new policies, procedures, programs and goals/objectives for the Communication Center.
Assist in identifying training needs and the design of training programs; supervise and/or provide training to employees and other City department personnel on Communication Center operations.
Maintain communication with public safety personnel regarding Communications Center issues; attend line-ups, special operations briefings and inter-agency meetings to ensure current information is available to the Communication Center.
Maintain 24-hour logging tapes, including furnishing copies of tapes for investigations and courts; and testify in court.
May be assigned to act in the absence of the Administrator.
Perform related duties as necessary.

Benefits

Your choice of CalPERS Medical Plan (with generous employer contribution)
CalPERS Defined Benefit Retirement Plan (2.5% at 55 for Classic CalPERS members | 2.0% at 62 for New CalPERS members | 3.0% at 50 for Classic Safety members | 2.7% at 57 for New Safety Members)
Dental Insurance (plans available through Delta Dental or United Concordia)
Vision Insurance
Life Insurance
Disability Insurance
Paid Leave
15.5 Paid Holidays
Flexible Spending Accounts
Tuition Reimbursement
Health and Wellness Reimbursement
Professional Development Reimbursement
457 Deferred Compensation Plan (employee paid)
Other Employee Paid benefits include Aflac, LegalShield, etc