Emergency Communications Supervisor
Purpose of Job
The purpose of this job is to manage and oversee all activities related to the operations of the Emergency Communications Center including; supervising, directing and evaluating services, staffing communications center, operational and strategic planning, education and development of staff, establishing goals and objectives, measuring effectiveness of policies and procedures, preparing and administering communications budget.
Essential Duties and Responsibilities
The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
Directs, oversees, and evaluates communications staff, including orientation, setting priorities, reviewing work for quality and completeness, assessing performance, administering discipline as required, setting schedules; and providing related administrative approvals such as leave requests and time sheets, provides management support and guidance, assesses and directs programs for training and professional development.
Plans, administers, and evaluates the service requirements and operational effectiveness of the Communications Center; develops implements and provides for the consistent application of policies, procedures and guidelines.
Reviews and acts on reports and assessments of district service effectiveness and reliability. Evaluates and investigates public complaints and concerns related to Communications Center and staff.
Develops and assists with programs and strategies for improving public information and education to facilitate access and use of district services.
Conducts resource needs analysis and develops projections of operational requirements, evaluates current and projected needs, develops and administers communications operating budgets, and provides oversight and applies administrative controls relating to the expenditure of funds.
Prepares and evaluates requests for proposals and quotes, oversees procurement of goods and services in compliance
with governing procurement codes and regulations.
Serves as an information and technical resource related to Emergency Communications operations; monitors, assesses and analyzes community and organizational needs; represents the District with community and governmental organizations; and participates in a variety of committees, as well as quality improvement programs and processes, and other district initiatives as needed.
Capable of performing general/clerical tasks to include typing documents, making copies, sending/receiving faxes, filing documentation, and performing minor equipment repair.
Capable of operating radio frequencies to communicate with police/fire units.
Answers the telephone; evaluates and processes calls; provides information; takes and relays messages and/or directs calls to appropriate personnel; returns calls as necessary.
Obtains information requested by police officers (e.g., checking license plates, checking for wanted persons, checking driver's license information, etc.).
Tracks location of police and fire units; assists police/fire units in locating addresses.
Capable of communicating with ambulances, towing services, utility crews, etc., as needed.
Responds to routine requests for information or assistance from members of the staff, the public or other individuals.
Capable of assigning complaint and arrest identification numbers.
Prepares and/or generates routine reports, logs, directories, forms and other documents.
Performs basic computer maintenance tasks.
Uses knowledge of various software programs to operate a computer in an effective and efficient manner.
Provides assistance to other employees, divisions, or departments as needed.
Responds to incoming calls and pages, and subject to call out during off-duty hours as needed.
Performs other duties as assigned.
Knowledge, Skills and Other Characteristics
Has considerable knowledge of the policies, procedures, and activities of the City and Police / Fire Rescue Departments practices as they pertain to the performance of duties relating to the job of Emergency Communications Supervisor.
Has considerable knowledge of Police Department and Fire and Rescue policies and procedures as necessary in the completion of daily responsibilities.
Knows how to develop and administer operations and staff plans and objectives for the effectiveness and efficiency of specific duties of the department.
Knows how to keep abreast of any changes in policy, methods, computer operations, equipment needs, etc. as they pertain to communications operations and activities.
Is able to effectively communicate and interact with supervisors, members of the general public and all other groups involved in the activities of the department.
Is able to assemble information and make written reports and documents in a concise, clear and effective manner.
Has good organizational, human relations, and technical skills.
Is able to use independent judgment and work with little direct supervision when necessary.
Has the ability to comprehend, interpret, and apply regulations, procedures, and related information.
Has comprehensive knowledge of the terminology, principles, and methods utilized within the departments.
Has the mathematical ability to handle required calculations.
Is knowledgeable and proficient with computers and capable of comprehending and using computer aided dispatch software systems.
Knowledge of federal, state and county laws, rules, regulations, practices and procedures related to Emergency Communication District (ECD) operations.
Knowledge of customer service/public relations practices and skilled in analyzing and resolving customer/client needs when responding to inquiries and complaints.
Knowledge and understanding of Emergency Communications equipment and procedures.
Knowledge in budget preparation, tracking and financial management, procurement regulations, processes and procedures.
Knowledge of the principals and practices of management, supervision, and organizational development.
Skill in positive leadership for communications personnel.
Skill prioritizing, scheduling, assigning personnel, reviewing and evaluating workload data and history.
Skill evaluating, analyzing, planning and implementing new and/or enhanced policies and procedures.
Skill providing relevant and innovative training to staff and end users.
Skill effectively communicating in both oral and written form.
Skill in utilizing verbal and written communication to develop reports, training and support staff in problem
Skill in interpersonal relations, exercising independent judgment and in establishing and maintaining
effective working relationships.
Minimum Training and Experience Required to Perform Essential Job Functions
Sixty credit hours of college education required (Bachelor’s Degree preferred); Prior Dispatch Supervisory experience required with five or more years of experience in radio communications; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Requires completion of a prescribed course of instruction by the Tennessee Bureau of Investigation in N.C.I.C./T.C.I.C./T.I.E.S. Basic Certification.
(ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED
TO PERFORM ESSENTIAL JOB FUNCTIONS
PHYSICAL REQUIREMENTS: Must be physically able to operate a variety of automated office machines which includes a computer, printer, facsimile machine, copy machine, calculator, telephone, switchboard, radio transmitting equipment, etc. Must be able to use body members to work, move or carry objects or materials. Must be able to exert up to twenty pounds of force occasionally, and/or up to ten pounds of force frequently. Physical demand requirements are at levels of those for sedentary work.
DATA CONCEPTION: Requires the ability to compare and or judge the readily observable functional, technical, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things.
INTERPERSONAL COMMUNICATION: Requires the ability of speaking and/or signaling people to convey or exchange technical and administrative information related to law enforcement, emergency medical and radio codes. Includes giving assignments and/or directions to co-workers or assistants.
LANGUAGE ABILITY: Requires the ability to read a variety of informational documentation, directions, instructions, and methods and procedures related to the job of Emergency Communications Supervisor. Requires the ability to write 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 a well-modulated voice.
INTELLIGENCE: Requires the ability to learn and understand basic to complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to the job of Emergency Communications Supervisor.
VERBAL APTITUDE: Requires the ability to record and deliver information to supervisors and officials; to explain procedures and policies; and to follow verbal and written instructions, guidelines and objectives.
NUMERICAL APTITUDE: Requires the ability to utilize mathematical formulas; add and subtract totals; multiply and divide; determine percentages; determine time and weight; and utilize statistical inference.
FORM/SPATIAL APTITUDE: Requires the ability to inspect items for proper length, width, and shape, visually with office equipment.
MOTOR COORDINATION: Requires the ability to coordinate hands and eyes in using automated office equipment.
MANUAL DEXTERITY: Requires the ability to handle a variety of items, office equipment, control knobs, switches, etc. Must have the ability to use one hand for twisting or turning motion while coordinating other hand with different activities. Must have minimal levels of eye/hand/foot coordination.
COLOR DISCRIMINATION: Requires the ability to differentiate colors and shades of color.
INTERPERSONAL TEMPERAMENT: Requires the ability to deal with people (i.e. staff, supervisors, general public, and officials) beyond giving and receiving instructions such as in interpreting departmental policies and procedures. Must be adaptable to performing under considerable stress when confronted with an emergency related to the job of Emergency Communications Supervisor.
PHYSICAL COMMUNICATION: Requires the ability to talk and/or hear: (talking - expressing or exchanging ideas by means of spoken words). (Hearing - perceiving nature of sounds by ear).