Police Telecommunications Supervisor

Responsible for performing effective supervision and management of the Emergency 911 Communications Center for the City’s police department.  An employee in this class is responsible for effectively managing and supervising the day-to-day activities and assigned staff of the City’s Emergency 911 Communications Center. Activities include ensuring proper E911/Dispatch service delivery, overall operation of communications center, managing leave time usage, tactical planning and providing dispatch services, serving as point of contact for all operational matters. Other duties include receiving service calls from the public, prioritizing calls, dispatching appropriate public safety officials, and maintaining open lines of communication with public safety during emergency situations. The employee must have the ability to handle multiple situations at a time and the ability to make decisions quickly under stressful situations. Work is performed under the general supervision of the Support Services Bureau Captain and is evaluated based on operational efficiencies, handling calls according to defined protocols, personal observation, review of tapes, and feedback from public safety personnel and the public. 

ESSENTIAL JOB FUNCTIONS 

• Supervises and evaluates assigned staff, handling all employee concerns, directing work assignments, counseling, and disciplining employees when necessary, and completing employee performance appraisals. 

• Manages fulltime operations of the Communications Center. 

• Manages and oversees staffing for day-to-day operation as well as special events. 

• Answers overflow calls; enters calls into CAD; dispatches calls; fills-in during employee absences for lunches, breaks, sickness, vacation, and training. 

• Troubleshoots and repairs communications center and patrol computers 

• Makes call recordings available for court; testifies in court; and troubleshoots computer malfunctions. 

• Plans and provides dispatch services and radio telephone capability for Department. 

• Reviews performance appraisal with staff and sets goals to enhance performance and professional development. 

• Oversees and requests upkeep, preventive and normal maintenance, and modification to operational equipment. 

• Approves all payroll and leave requests for unit. 

• Ensures an efficient resource allocation model. 

• Effectively manages overtime. 

• Builds and develops call guides; troubleshoots issues with the program; builds user workspaces. 

• Works with city and county GIS to keep mapping updated; builds landmarks for new businesses and deletes expired landmarks; pulls AVL information upon request; builds new mapping for annexed property. 

• Ensures the maintenance of acceptable performance standards in accordance with Federal and State laws and recommended guidelines. 

• Investigates personnel disputes and issues occurring within the Unit and takes appropriate steps to resolve conflict and make recommendations. 

• Researches incidents and prepares report of findings as requested by complainants, executive Police and Fire command upon request. 

• Prepares correspondence in response to incoming inquiries and as outlined by department policy. 

• Schedules, facilitates, and attend staff meetings to ensure scheduled work is on target and information is effectively communicated. 

• Becomes TAC for the agency’s NCIC system; prepares audit paperwork, monthly reports, printing and configuring call data; provides testing for all employees every two years. 

• Orders supplies for the 911 center and keeps all equipment running smoothly.  

• Updates 911 related software on a regular basis. 

• Performs other related job duties as assigned.  

QUALIFICATIONS

Education and Experience: 

High school diploma; and five (5) years of experience working in a dispatch function; or an equivalent combination of education and experience.  

Special Qualifications: 

• Possession of a valid Driver’s License to operate a motor vehicle. Requirements may exist at the time of hire and as a condition of continued employment.  

• NC DCI Certification 

• eWarrants and CJLEADS training 

• Certified Training Officer 

Knowledge, Skills, and Abilities:  

• Knowledge of management and technical practices, policies, and procedures necessary for the completion of daily responsibilities.  

• Knowledge of the equipment used in the communications center to include its design, performance, maintenance, and operation.  

• Knowledge of federal, state laws and local ordinances relevant to the operations of the center. 

• Skills in coordinating, managing, and directing employees.  

• Skills in oral and written communications.  

• Skills in the use of telecommunications equipment.  

• Ability to develop and administer policies, procedures, plans and activities and to monitor performance of subordinates against measured established goals.  

• Ability to take effective action in emergency situations.  

• Ability to develop and implement long-term goals for the department to promote effectiveness and efficiency.  

• Ability to keep abreast of any changes in policy, methods, operations, budgetary and equipment needs, etc. as they pertain to departmental operations and activities.  

• Ability to effectively communicate and interact with subordinates, management, employees, members of the public and other groups involved in the activities of the city as they relate to the department. 

• Ability to manage multiple situations at once under stressful conditions. 

• Ability to operate a computer terminal, telephones, radios, computer-aided dispatch (CAD) consoles; ability to sit for prolonged periods of time in low light with multiple computer screens. 

• Ability to enter information on a call while talking to a citizen, or police providing service. 

• Ability to understand or comprehend calls made with different accents or broken English. 

• Ability to read maps quickly, scan warrant files, and review recorded tapes. 

• Ability to calmly communicate with people in emergency and stressful situations and document actions taken. 

Physical Demands

Work in this classification is defined as light work requiring the physical exertion of up to 10 pounds of force occasionally, and/or up to a negligible amount of force frequently or constantly to move objects. Work requires climbing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, handling, and repetitive motions. Work requires dexterity in the hands for typing and operation of standard office equipment and visual acuity is necessary to read handwritten and typewritten materials and to operate a computer terminal. Vocal communication is required to express or exchange ideas. Hearing is required to perceive information at normal spoken word levels. Visual acuity is required for depth perception, preparing, and analyzing written or computer data, visual inspection of products, operation of machines, determining the accuracy and thoroughness of work, and observing general surroundings and activities. Sedentary work involves sitting most of the time. Focused concentration for extended periods of time causing fatigue without periodic breaks is an occupational hazard. 

Work Environment

Work is primarily performed in an atmospheric controlled environment and is not significantly exposed to adverse environmental conditions with the exception that the work area is devoid of primary lighting due to visibility requirement of multiple computer screens.