TELECOMMUNICATIONS SUPERVISOR - POLICE - 9010
GRADE - 116
PAY RANGE - $32.25 - $45.98/hr - plus a comprehensive benefits package
GENERAL STATEMENT OF DUTIES:
Supervises centralized communications agents in connecting Police and related public safety personnel to emergency situations; performs directly related work as required.
DISTINGUISHING FEATURES OF THE CLASS:
The principal function of an employee in this class is to ensure a contact point for all public safety personnel and dispatch accordingly. The work is performed under the supervision and direction of the City Emergency Communications Manager or an assigned command officer, but considerable leeway is granted for the exercise of independent judgement and initiative. Supervision is exercised over the work of employees in the class of Emergency Management Manager. The nature of the work performed requires that an employee in this class establish and maintain effective working relationships with members of the public, public safety personnel, and other law enforcement jurisdictions. The principal duties of the class are performed in a central communications center requiring constant attention to several communications sources at any given time.
EXAMPLES OF ESSENTIAL WORK:
- Provides supervision to communications staff, including hiring, scheduling, training, and coordinating the work of other dispatch personnel;
- Oversees dispatch communications equipment to ensure all systems are in working order; notifies appropriate personnel as repairs are needed;
- Researches information for Police personnel;
- Prioritizes needs for Police Dispatch personnel within daily operations;
- Processes requests for emergency police assistance received via emergency 911 telephone calls or by conventional telephone lines;
- Supervises and makes data entries into Computer Aided Dispatch (CAD) system based on emergency calls for police service;
- Receives and dispatches radio transmissions on Police information channels;
- Maintains computerized and manual logs and records of emergency 911 calls received and the nature of each dispatch;
- Transfers calls to proper local, State, and Federal officials as necessary or appropriate;
- Handles various emergency situations over the telephone dealing with emotional, injured, and victimized persons, ascertains the crucial information needed in the given situation, and relays this to the proper division without delay;
- Responds to all incoming radio transmissions from Police Officers and other agencies and operates the National Crime Information Computer (NCIC) system when information requests are received;
- Answers all 911 calls for emergency Police service, dispatches Police Officers and/or Firefighting equipment and personnel in response to emergency 911 calls, relays all relevant information concerning these trips to Police personnel, and records data concerning emergency calls for Police service in the CAD system; supervises other Communication Center personnel as they perform these same duties;
- Dispatch locations of various types of criminal alarms as soon as they are received, and supervises others as they perform these same duties;
- Transmits information from other City departments or outside agencies and makes the information available to Police officials as needed;
- Processes personal communications for public safety personnel on duty as necessary;
- Requests, receives, and transmits information from other City Departments or outside agencies and makes this information available as needed by Police officials;
- Maintains current updated map(s) of all the geographical features of the City and is responsible for memorizing constant changes and making those changes available to subordinates;
- Runs computer checks on driver’s licenses, car tags, stolen firearms, driver histories, and criminal histories;
- Performs searches in various computer systems using only partial data to identify persons and vehicle registrations;
- Checks warrants for the Police Department and other requesting agencies, and processes original hardcopies of warrants;
- Performs maintenance on all communications equipment to ensure proper operation during emergency situations;
- Operates radio consoles, alarm receiving and transmission equipment, telephones, facsimile, switchboards, traffic control, and other related systems and equipment;
- Completes and maintains reports and records;
- Performs duties during multiple alarms and other emergency incidents as designated by superiors;
- Conducts weekly pager tests;
- Provides information to the Communication Technicians in designating problems within the communications system;
- Operates Opticom system to ensure safe passage of emergency vehicles;
- Provides guidance and demonstrations to new employees in similar positions;
- Keeps supervisors informed of work progress, issues, and potential solutions;
- Attends meetings and training to stay current on relevant practices and developments;
- Responds to citizen inquiries courteously and promptly;
- Coordinates regularly with others to enhance interdepartmental efficiency; and
- Performs additional duties as required by the classification.
REQUIRED KNOWLEDGE SKILLS AND ABILITIES:
- Comprehensive knowledge of computer information retrieval of Police radio communications operations, NCIC computer, CAD system, and computer information entry procedures;
- Substantial knowledge of Police Department activities, purposes, and procedures;
- Thorough knowledge of the geographical area of the City of Manchester;
- Thorough skill in the use of radio, alarm, data processing, telecommunications, and related equipment used in emergency communications operations;
- Ability to maintain a professional demeanor with citizens and public safety personnel under a variety of extremely high, pressure situations;
- Ability to advise and direct Police personnel and to quickly disseminate crucial information in a clear, concise, and understandable manner;
- Ability to draw out needed information from persons involved in all types of emergency situations;
- Ability to determine the extent of emergency situations;
- Ability to make independent judgements in emergency situations;
- Ability to explain emergency treatment assistance during emergency operations;
- Ability to complete preventative maintenance and testing duties on radio, telecommunications, alarm, and data processing equipment;
- Ability to handle multiple tasks at any given time and to prioritize activities according to emergency needs;
- Ability to handle confidential information with tact and discretion;
- Ability to perform computer entry duties with speed, efficiency, and accuracy;
- Ability to quickly learn geographical information and be able to communicate this information to needed personnel and members of the public;
- Ability to communicate effectively with others, both orally and in writing, using both technical and non-technical language;
- Ability to establish and maintain effective relationships with supervisors, firefighting, police and emergency medical personnel, municipal officials, and the general public;
- Ability to understand and follow oral and/or written policies, procedures, and instructions;
- Ability to prepare and present accurate and reliable reports containing findings and recommendations;
- Ability to operate or quickly learn to operate a personal computer using standard or customized software applications appropriate to assigned tasks;
- Ability to use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions;
- Ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines;
- Ability and willingness to quickly learn and put to use new skills and knowledge brought about by rapidly changing information and/or technology;
- Integrity, ingenuity, and inventiveness in the performance of assigned tasks.
ACCEPTABLE EXPERIENCE AND TRAINING:
- Graduation from High School or possession of a GED, preferably supplemented by additional training in dispatch operations; and
- Three to five years of experience at the level of Emergency Services Dispatcher; or
- Any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.
REQUIRED SPECIAL QUALIFICATIONS:
ESSENTIAL PHYSICAL ABILITIES:
- Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively in emergency situations with an attention to time constraints;
- Sufficient vision or other powers of observation, with or without reasonable accommodation which permits the employee to operate and monitor a computerized communications system;
- Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to operate a keyboard, several phone lines, and other communications equipment;
- Sufficient strength and endurance, with or without reasonable accommodation to lift, carry and move objects, through a full range of motion, up to 10 pounds occasionally, 5 pounds frequently and 2 pounds consistently;
- Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to operate in the communications center environment.
