Telecommunicator Supervisor

City of Tuscaloosa•Tuscaloosa, AL

1d•Onsite

About The Position

The purpose of this classification is to perform supervisory and specialized work functions associated with receiving/processing requests for emergency and non-emergency assistance and dispatching appropriate personnel in an efficient and timely manner. Essential Functions The following duties are normal for this classification. The omission of specific duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Specific duties listed may not be required for all positions within this classification but are determined by the normal requirements for the particular position.

Requirements

High school diploma or GED required
Five (5) years of progressively responsible experience in emergency communications, dispatching, or a related field.
Must possess and maintain valid A.C.J.I.C., N.C.I.C. and PST1 certification.
Must obtain Communications Training Officer (CTO) certification within one (1) year of employment as Telecommunicator, Supervisor.
Must be certified through Priority Dispatch in Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), within one (1) year of employment as supervisor.
This job classification is considered to be safety-sensitive and is subject to pre-employment and random drug screens.
Must possess and maintain a valid driver’s license.
Must be able to operate a variety of automated office equipment including computer, printer, copy and facsimile machines, telephone switchboard and associated equipment, calculator, shredder, TTY and TDD equipment, tape recorder, and communication radios.
Requires the ability to compare and/or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things which may include directories, maps, handbooks, reference and code books, guidelines, procedures, and manuals.
Requires the ability to speak with and/or signal people to convey or exchange technical, law enforcement, legal, emergency medical, and personnel related information, including giving/receiving assignments and/or directions to/from co-workers, assistants, managers, or supervisors as well as communicating with officials, news media, law enforcement, hospital/EMS, court personnel, utility personnel, security units, and the general public.
Requires the ability to read a variety of legal, technical, emergency medical, counseling, and informational documentation, directions, instructions, and methods and procedures.
Requires the ability to write job related documentation and reports with proper format, punctuation, spelling and grammar, using all parts of speech.
Requires the ability to speak with and before others with poise, voice control, and confidence using correct English and well-modulated voice.
Requires the ability to learn and understand relatively complex law enforcement, radio communications, legal, emergency medical, technical, counseling, dispatching and computer related principles and techniques, to understand departmental policies and procedures, to make independent judgments in absence of supervision, and to acquire and be able to expound on knowledge of topics related to primary occupation.
Requires the ability to record and deliver information, to explain procedures, and to follow verbal and written instructions.
Requires the ability to add and subtract, multiply and divide, and determine time and weight.
Requires the ability to visually inspect items for proper length, width, and shape using job related equipment which may include standard measuring and recording devices.
Requires the ability to coordinate hands and eyes in using automated office equipment, TTY and TDD equipment, and telephone switchboard system.
Requires the ability to handle a variety of items, switchboard system, office equipment, communication radios, TTY and TDD equipment, control knobs, switches, etc.
Must have the ability to use one hand for twisting motion or turning motion while coordinating other hand with different activities.
Must have minimal levels of eye/hand/foot coordination.
May require the ability to discern color.
Requires the ability to deal with and relate to people beyond giving and receiving instructions.
Must be able to adapt to and perform under moderate stress when confronted with an emergency.
Requires the ability to talk, express, or exchange ideas by means of spoken words and/or hear and perceive nature of sounds by ear.

Nice To Haves

Must obtain Communications Training Officer (CTO) certification within one (1) year of employment as Telecommunicator, Supervisor.
Must be certified through Priority Dispatch in Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), within one (1) year of employment as supervisor.

Responsibilities

Supervises, directs and evaluates assigned staff, processes employee concerns and problems, directs work, counsels, disciplines and completes employee performance appraisals.
Plans and directs shift activities of the unit; prepares daily work rosters; adjusts schedule, staffing, and/or authorizes overtime to ensure adequate manpower at all times; approves leave requests; documents employee absenteeism and work-related injuries.
Updates personnel on changes or additions to policies and procedures affecting their positions directly or indirectly; distributes information and special instructions received during a shift.
Facilitates training of new employees and provides regular training for all telecommunicators; assists subordinates with complex situations and provides technical support.
Answers multiple telephone lines including E-911 communications and non-emergency calls; screens and monitors calls from the public and other public safety agencies by radio and telephone; categorizes and prioritizes calls.
Dispatches appropriate agency personnel to incident locations; dispatches support/backup units, ambulances, fire apparatuses, rescue units, and wreckers; transfers/connects non-emergency calls to appropriate department, extension, service, or agency.
Maintains communications with caller to obtain/verify pertinent information and to calm until assistance arrives; enters emergency call data into computer; facilitates welfare checks on E-911 hang ups.
Maintains communications with all parties involved in emergency situations; tracks location of responding units; assists emergency personnel in locating addresses; conveys information to/from emergency personnel, general public, public safety agencies, utilities, businesses and personnel.
Monitors multiple radio frequencies to maintain an awareness of activities inside and outside primary jurisdiction; monitors alarm systems at specific locations.
Monitors officers', fire, and other responding units' activities at all times to ensure safety of personnel involved, specifically: those working accidents, fires, hazardous incidents and/or dangerous criminal activity.
Notifies appropriate personnel and/or supervisor of critical situations and weather-related information; takes and relays messages to officers, other divisions, local agencies, and/or other employees; places calls for officers.
Communicates effectively and coherently over law enforcement, fire, rescue, and EMS radio channels while initiating and responding to radio communications and calls for service; requests as required: ambulances, wreckers, and utility companies.
Obtains and verifies information and inputs call information into computer for dispatching; reviews, modifies, or corrects call information.
Performs multiple tasks simultaneously; takes appropriate action when presented with a call or a stressful situation; remains calm under all circumstances.
Contacts appropriate City departments and/or utility companies to resolve the following problems: street and traffic light outages, downed street signs, roadway debris, and power outages.
Operates, enters/retrieves data into/from national and state law enforcement (ACJIC/NCIC), Spillman/CAD (Computer Aided Dispatch) and/or in-house computer systems; monitors and assists with entry and retrieval activities; reviews input for accuracy; modifies, locates, maintains, saves, and/or clears files and records within database; records information manually on entry cards when computer is out of service.
Performs computer background checks on criminals and performs computer background checks individuals applying for handgun permits; reviews records for stolen pawn shop tickets; responds to inquiries on driver's licenses, vehicle tags, stolen articles and property, guns, wanted and missing persons, and warrants and summons; provides information from computer database as requested by law enforcement officers and/or other agencies.
Provides the public with directions and referrals, responds to citizen complaints and concerns, and provides requested information about the community or immediate circumstances/situations.
Operates telecommunications device for the deaf; performs pager, phone, and/or radio knock out tests.
Serves as liaison with other departmental units, court officials, juvenile authorities, and the news media.
Sends, acknowledges, and logs teletypes and net channels; assigns case and warrant numbers; prepares extra patrol requests and out-of-town advisories.
Reviews maintenance of a assorted logs detailing daily activities, specifically: wrecker service requests, warrants, other City department requests for service, Spillman/Computer Aided Dispatch (CAD) system dispatching, various messages, NCIC entries/retrievals of information, facsimiles and teletypes, and administrative tasks.
Completes, prepares, processes, and/or files forms, teletypes, legal documents, requests, reports, correspondence, and documentation associated with the daily responsibilities of this position; maintains files and administrative records.
Performs the following administrative duties: replenishing forms supply, changing computer paper, shredding confidential material, disseminating information to subordinates and various departments, and pulling entry cards for validation.
Performs the following clerical tasks: sending facsimiles, making photocopies, delivering mail, locating and retrieving telephone numbers and addresses, and researching and contacting business/residence call-outs.
Coordinates intra- and inter-agency activities; cooperates with federal, state, and local law enforcement agencies and its officers or representatives when their activities or investigations are related to on-going investigations within city jurisdiction.
Monitors equipment operations: ensures equipment maintenance is performed; prepares work orders for equipment repair; changes radio recording tapes and maintains continuous recording of calls.
Attends training courses offered or required by law in order to maintain applicable certifications, to remain abreast of PS Communications operations, and to promote improved job performance.
Recommends and supports policies and procedures that guide and support the provision of quality services by PS Communications.
Incorporates continuous quality improvement principles in daily activities.
Must be able to maintain good interpersonal relationships with staff, co-workers, managers, and citizens.
Must meet regular attendance requirements.
Substitutes for co-workers in temporary absence of same; calls in additional personnel as necessary to maintain adequate manpower during shift.
May be required to work on various shifts, overtime, weekends, and/or holidays.
Must accomplish the essential functions of the job, with or without reasonable accommodations, in a timely manner.
Performs other related duties as required.