LAPEER COUNTY
911 CENTRAL DISPATCH
COMMUNICATIONS SHIFT SUPERVISOR
General Summary
Under the supervision of the Executive Director and Deputy Director, functions as a working supervisor of Communications Specialists on an assigned shift. Oversees all dispatch operations on a shift and assists in resolving operational problems. Ensures compliance with all dispatch regulations and policies. Regularly performs all of the functions of a communications specialist, including receiving calls and dispatching law enforcement officers, fire departments, and emergency medical services throughout the County; maintaining radio communications with patrol units; operating a LEIN terminal; and searching and providing necessary information to officers.
Essential Functions
Note: Percentages reflect the approximate proportion of time spent on each functional area.
Communications Specialist Functions
1. Regularly performs all of the functions of a Communications Specialist, including:~55%
- Receives calls for emergency police services, collects necessary information on location, nature of incident and status, information on suspects, weapons, and other information. Determines the priority of the call, which agency should respond, and whether the call requires more than one police unit.
- Receives calls for emergency fire and ambulance, collects necessary information on location, nature of incident, status, and other vital information, and dispatches to appropriate department.
- Operates a Computer Aided Dispatch system and various other related telecommunications equipment. Dispatches appropriate unit(s) by priority, availability, and location, utilizing familiarity with several radio frequencies, and the ability to tone out or page the appropriate agency. Communicates with field units using the appropriate terminology.
- Keeps callers on phone as appropriate to provide status information on incident, provides pre-arrival instructions on medical situations prior to the arrival of emergency medical personnel, or otherwise assist in or stabilize an emergency situation. Asks questions according to medical priority program prior to arrival of emergency units.
- Maintains knowledge of the location of city and county roads, streets and limits, hospitals, schools, major public and private buildings, housing areas, road and street construction, detours, and other information that may impact emergency vehicle routing.
- Monitors the movement of all officers and maintains continual awareness of their location.
- Assists departmental and other law enforcement personnel by making telephone calls to obtain information and call utility companies, wreckers, and others. This function includes, but is not limited to:
Dispatches specialized response teams as needed
Handles texts / Rapid SOS notifications
Dispatches fire departments and officers and maintains their statuses
- Operates a LEIN computer terminal to obtain information on subjects, vehicles, and other information and relay to officers in the field.
- Answers non-emergency telephone lines and responds to inquiries, directs calls, and takes messages.
Personnel Management & Training
2. Supervises Communications Specialists assigned to the shift by assigning work, monitoring performance, coaching employees, documenting performance, conducting evaluations, recommending and administering corrective action consistent with County policy and collective bargaining agreements, and ensuring compliance with departmental standards. ~15%
3. Makes work assignments and responds to operational questions on the shift. Provides assistance and guidance to staff on unusual or emergency situations.
4. Assumes command responsibility for shift operations in the absence of executive leadership and makes operational decisions necessary to maintain continuity of emergency communications services.
5. Trains staff in Computer Aided Dispatch System changes and upgrades. Updates training manuals as necessary; conducts and documents in-service training of communications specialists. ~5%
6. Provides LEIN operator training to newly hired Communications Specialists and provides refresher or corrective LEIN training to existing staff as directed or required.
Quality Assurance & Records
7. Maintains records and activity summaries for the shift. Reviews, evaluates, and supervises data entry of appropriate records into LEIN/NCIC.
8. Provides address discrepancy information to appropriate parties to ensure accuracy of address file.
9. May review recordings for agencies, complaints, and other purposes.
10. Evaluates employee performance through formal quality assurance reviews of a minimum of ten (10) calls per Communications Specialist per month; identifies training deficiencies and trends, develops corrective action plans, and monitors improvement. Documents results and provides written feedback to the employee and the Executive Director or Deputy Director. ~5%
Supervisory Administrative Functions
11. Assists with or participates in the following supervisory administrative duties: ~10%
- Supervisor meetings
- Payroll and human resources information system functions
- Staffing levels, overtime authorization, callbacks, and staffing adjustments consistent with operational needs and departmental policy
- Policy reviews and policy knowledge maintenance
- Sit-alongs and related training activities
12. Ensures proper operation of all center equipment. May perform some troubleshooting or notifies Systems Administrator for assistance.
Emergency & Multi-Agency Coordination
13. Coordinates dispatch efforts during emergency situations, which may include activating special response teams such as dive team, stress team, and investigator. In addition, coordinates the dispatch and notification of necessary personnel in the event of incidents requiring multi-agency activity. ~5%
Public & Agency Relations
14. Responds to complaints from agencies or the public and resolves or refers to Executive Director or Deputy Director for assistance. Builds and maintains rapport with the general public and user agencies. ~5%
Other Functions
None listed.
This list may not be inclusive of the total scope of job functions to be performed. Duties and responsibilities may be added, deleted, or modified at any time.
Employment Qualifications
Education: High school graduation, or equivalent experience.
Experience: Five (5) years of full-time experience equivalent to that of a Communications Specialist.
Knowledge, Skills, and Abilities
The following KSAs are required for successful performance of this position:
Knowledge
- Dispatch Operations: Thorough knowledge of Computer Aided Dispatch (CAD) systems and how to use associated databases to locate, enter, and manage information.
- LEIN/NCIC: Knowledge of LEIN system and how to disseminate information over the radio to field units.
- Telecommunications: Knowledge of phone systems, mapping systems, and AVL systems for field unit tracking; skilled in using mapping systems for phone coordinates.
- Public Safety Radio: Knowledge of Public Safety Radio systems and FCC rules and regulations governing their use.
- Emergency Medical Dispatch: Knowledge of how to provide Emergency Medical Instructions using EMD card set/ProQA.
- Legal, Fire, and Medical Terminology: Knowledge of terminology used in law enforcement, fire service, and emergency medical services sufficient to accurately process and communicate information.
- Policy and Procedure: Knowledge of LCCD policies and procedures and their application to Police, Fire, and EMS operations; ability to implement them accurately and in a timely fashion.
- Human Resources Law: Knowledge of HR laws and regulations and how to appropriately handle employee matters in compliance with applicable law.
- Labor Relations: Knowledge of collective bargaining agreements and the ability to read, interpret, and apply union contract provisions.
Skills
- Typing: Minimum typing speed of 35 WPM, sufficient to communicate quickly and clearly with other 911 personnel in written and verbal forms.
- Written Communication: Ability to produce clear, accurate written records including evaluations, training documentation, and correspondence.
- Decision-Making Under Pressure: Ability to assess rapidly evolving situations and make sound, defensible decisions affecting personnel safety and public welfare.
- Supervisory Skill: Ability to direct shift operations, assign work, and hold staff accountable while applying law and policy consistently.
- Stress Management: Ability to perform effectively under sustained operational stress and recognize when to seek support.
Abilities
- Calm Under Pressure / Legal Compliance: Ability to remain calm during emergency situations and guide staff to a successful resolution; ability to lead and apply the law as it pertains to subordinates, including lawful and policy-compliant discipline.
- Interpersonal Relations: Ability to build rapport, gain support, and maintain cooperation among staff, agencies, and the general public.
- Adaptability: Ability to work varying shifts in a 24-hour day operation, up to 16 hours in a day, and respond to changing operational demands.
Other Requirements:
Upon employment, must complete LEIN operator training within 6 months of date of hire. Ability to meet typing requirements of the job. Must complete all required agency training certifications as specified by the Executive Director and applicable State of Michigan requirements.
The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job-related selection or promotional criteria.
FLSA Status: Non-exempt
Workers’ Compensation Code: 8810
Occupational Employment Statistical Code: 58002
Physical Requirements
This job requires the ability to perform the essential functions contained in this description. These include, but are not limited to, the following requirements and working conditions. Reasonable accommodations will be made for otherwise qualified applicants unable to fulfill one or more of these requirements:
- Ability to withstand prolonged periods of sitting.
- Ability to operate radio, telephone, and other telecommunications equipment.
- Ability to enter and retrieve information from a computer terminal.
- Ability to bend, stoop, and reach in order to operate and maintain equipment and perform other functions.
- Ability to make quick decisions in critical situations.
Working Conditions:
- Works in dispatch center.
- Works in area with radio, phone, and telecommunication equipment for prolonged periods.
- Ability to work varying shifts in a 24-hour day operation, up to 16 hours in a day.
