Public Safety Dispatch Supervisor

City of Santa Monica•Santa Monica, CA

4d•Onsite

About The Position

The Public Safety Dispatch Supervisor supervises shift operations of the Public Safety Communications Center, which answers City 9-1-1 emergency and non-emergency public safety calls and dispatches local police, fire, and emergency medical services. The supervisor oversees staff, daily shift operations, training, quality improvement, scheduling, equipment, and coordination with public safety personnel and partner agencies. The role may also perform call-taking or radio-operator duties and deliver Emergency Medical Dispatch and other continuing-education training as needed. The position works indoors in an office environment and requires wearing a uniform and using a headset and computer keyboard. Work involves stressful emergency and non-emergency calls, interaction with a wide variety of people, and prolonged sitting at a video display terminal in confined quarters. Holiday, weekend, and night work is required. Mandatory overtime and remaining at work during emergency activations may be required.

Requirements

High school graduation or equivalent, plus completion of an associate's degree or equivalent in communication systems, criminal justice, or a related field; additional qualifying experience may substitute year for year, with 30 completed units equaling one year of required work experience.
Four years of recent, paid, progressively responsible dispatching experience in a police, fire, or combined fire/police emergency communications environment, including one year training, leading, or supervising dispatchers.
Valid class C driver's license or ability to use an alternative method of transportation when needed for job-related essential functions.
Obtain and maintain POST basic dispatcher certification within 12 months of hire.
Obtain and maintain a valid Emergency Medical Dispatch certificate within six months of hire.
Knowledge of supervision, emergency dispatching procedures, radio communications protocols, Computer Aided Dispatch software, desktop computer operations, public safety communications systems, Emergency Medical Dispatch protocols, law enforcement and related emergency-service agencies, customer service, dispatcher wellness, conflict resolution, and dispatch training principles.
Ability to select, train, evaluate, and supervise staff; analyze problems and help develop policies and procedures; communicate effectively orally and in writing; learn software applications and fire and police equipment and resource capabilities; develop strategies for fire and rescue emergencies; exercise independent judgment and make sound decisions; resolve sensitive citizen inquiries and complaints; maintain records and reports; build effective working relationships; work within a chain of command and accept constructive criticism; provide customer service; and develop and recommend dispatch-operation policies and procedures.
Typing skill of 40 corrected words per minute.
Skill in making tapes/audio files and composing incident reviews, and using a personal computer and applicable software applications.
Ability to work indoors in an office environment, wear a uniform, use a headset and computer keyboard, sit for long periods in confined quarters, and work holidays, weekends, and nights; mandatory overtime and remaining at work during emergency activations may be required.

Responsibilities

Select, train, supervise, and evaluate Public Safety Dispatchers.
Oversee and coordinate daily operations of a 12-hour Communications Center shift, including assigning duties, coordinating staff during complex emergencies, and resolving issues with public safety personnel.
Oversee Communications Training Officers' progress in training new personnel and assist with trainer and trainee oversight and coaching.
Contribute to long-range planning for the Communications Center and Office of Emergency Management, including staffing and training plans.
Attend multi-agency coordination meetings as required.
Help maintain the Communications Center's Quality Improvement Program for radio and telephone communications, including coaching dispatchers and writing evaluations.
Review public safety reports for complete and accurate data entries.
Evaluate the effectiveness of schedules and equipment; report issues and deficiencies to leadership and suggest solutions.
Investigate complaints, recommend appropriate action, and participate in coaching or discipline.
Arrange safe staffing during unexpected scheduling challenges.
Respond to citizen and departmental concerns and provide empathetic customer service.
Help identify and mitigate dispatcher stressors and build team resilience.
Test radio and dispatch equipment, diagnose problems, and report unresolved issues.
Identify and request materials and supplies as needed, and report facilities concerns.
Monitor appropriate police, fire, and ambulance agencies' emergency radio systems.
Monitor and assign facilities and equipment cleaning and maintenance duties to Communications Center personnel and partner agencies.
Assist in preparing management reports as needed.
Perform call-taking or radio-operator duties for relief or as needed, including for a full shift when required.
Administer Emergency Medical Dispatch in-service and other continuing-education training when assigned.
Perform other related duties as assigned.