Telecommunications Supervisor

Onslow County•Jacksonville, NC

2d•Onsite

About The Position

Responsible for receiving and processing emergency, non-emergency, and administrative calls. As assigned, work will include, receiving calls through a multi-line automatic call distribution telephone system equipped with TTD/TTY, processing calls using both commercial protocols, and non- protocol questions, entry into computer aided dispatch system (CAD) using correct call classification for verification of location, and jurisdiction. Entry of appropriate narrative in CAD to ensure safety of caller, bystanders, and public safety responders, verifying appropriate dispatch priority and routing call for dispatch. Processing of silent 911 calls to confirm or rule out hearing impaired or caller in distress. Answering and processing administrative calls and requests for referrals. When appropriate, performs database queries for confirmation of duplication of calls or pertinent location history. Incumbents are required to assist in oversight of Telecommunications staff in need of assistance and will serve as lead workers, shift administration including assigning work and monitoring work completion. Performs difficult skilled administrative support work managing and coordinating the emergency dispatch operations of the County and related work as apparent or assigned. Work is performed under the general direction of the Telecommunications Division Head. Our core values—Resilience, Excellence, Accountability, Customer Service, and Honesty —are the foundation of our work and the standard by which we operate. As a member of our team, you are expected to demonstrate these values in every aspect of your role. This means delivering high-quality work, taking responsibility for your actions, providing exceptional service, and maintaining integrity in all interactions. Your commitment to these principles is essential to fostering a positive workplace culture and ensuring the success of our organization and the community we serve.

Requirements

Thorough knowledge and skill in the methods of operating the communications and radio dispatch systems
Comprehensive knowledge of CAD system(s) and related computer functions
Comprehensive knowledge of telecommunication procedures
Skill in written and oral communication
Ability to effectively read maps of various types
Ability to provide advice and directions
Ability to assign, review and evaluate the work of subordinates
Ability to deal with the public under adverse conditions
Ability to establish and maintain effective working relationships with associates and the general public
High School Diploma or GED
Three years of 9-1-1 emergency communications experience including demonstrated proficiency in call taking and dispatching of Law, Fire and EMS disciplines.
Gathering and/or providing information and instructions to assist callers; referring calls to appropriate agencies; and entering and updating data into a computer-aided dispatch system.

Nice To Haves

CPR certification
International Academy of Emergency Dispatch (IAED) Emergency Medical Dispatch (EMD) certification
International Academy of Emergency Dispatch (IAED) Emergency Fire Dispatch (EFD) certification (Not required at time of hire but must be obtained within 45 days from start date, or as training permits).
International Academy of Emergency Dispatch (IAED) Emergency Police Dispatch (EPD) certification (Not required at time of hire but must be obtained within 45 days from start date, or as training permits).
Division of Criminal Information (DCI) certification, (Not required at time of hire but must be obtained within 45 days from start date, or as training permits).
FEMA ICS Certifications ICS100, 200, 700, and 800 (Not required at time of hire but must be obtained within 30 days from start date, or as training permits).

Responsibilities

Facilitates a safe work environment where employees are treated with respect, dignity, and compassion.
Manages performance and completes annual performance evaluations for direct reports.
Coordinates a variety of emergency and non-emergency services to the public.
Maintains dispatch system.
Evaluates staff performance; takes personnel action and implements disciplinary actions; counsel staff regarding performance and employee personnel policies.
Completes report sheet for communication center activity.
Monitors equipment to ensure proper functioning.
Ensures notification of proper agencies in disaster situations.
Performs call taking and dispatching tasks of a communication supervisor to include answering 911 emergency and non-emergency calls, monitoring call traffic, operating multi-line automatic call-distribution telephone and radio console systems, and dispatching and coordinating appropriate services.
Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies; enters and updates data into computer-aided dispatch systems; and coordinates with multiple agencies to facilitate dispatching, referral, and other departmental operations.
Trains and coaches new and existing employees both in the classroom and on an assigned shift; documents training instructions, as assigned; monitors and tracks employee performance; assists with preparing and coordinating training sessions; and ensures that work complies with policies, procedures, and protocols.
Performs quality assurance duties to maintain accreditation standards; evaluates 911 calls in accordance with accreditation standards; provides feedback to employees; reviews policies and procedures; and ensures that dispatch operations comply with applicable policies and procedures.
Prepares reports, and maintains training and other records and databases; and may query confidential and general information when needed
Demonstrate proficiency in dispatch of both Law and Fire/EMS.
Serve as lead workers, manage staffing, and breaks for operational personnel, and mentor trainees
Evaluates staff performance; takes personnel action and implements disciplinary actions; counsel staff regarding performance and employee personnel policies.
Seeks to maintain a high level of morale and motivation within the department.
Ensures all personnel operate as a team in the performance of their duties.
Encourages cooperation and support among all employees of the center.
Is the lead person in knowledge of CAD and other system operations, is able to correct system failures as needed to maintain critical, essential Communications Systems
Position is subject to emergency call back and extended work hours to guarantee ample, continuous coverage as well as staging of personnel during periods of disaster.
Performs assigned functions as a Disaster Ready Team (DRT) member.
Performs related tasks as required.