Position Expires When position is Filled
General Description and Classification Standards
Performs supervisory and administrative tasks within the communications center of the Atlanta Police Department. Duties include, but are not limited to: supervising and training assigned personnel; communicating effectively with city and county police officers, units and EMS personnel and maintaining their status to ensure safety; answering multiple telephone lines and dispatching as required; handling emergency and fast-paced situations; providing the general public with information and assistance; and maintaining a variety of records, files and logs.
Normally receives very general guidance regarding overall mission, scheduling, unusual priorities, etc. but is free to set work methods, timetables, performance standards, etc. Focus is primarily on end results and is typically collaborative in nature. Makes decisions on technical issues, diagnoses, or procedures in collaboration with other supervisors or managers.
Essential Duties & Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned.
Supervises, directs and evaluates assigned staff/trainees, handling employee concerns and problems, directing work, counseling, disciplining and assisting in completing employee performance appraisals.
Organizes, prioritizes and distributes work assignments to subordinate dispatch personnel/trainees; works to meet the goals and objectives of the department.
Guides and trains employees on proper procedures and protocol of the department; shows best technique to accomplish tasks and provides technical assistance as needed.
Directs and administers work assignments of subordinate personnel engaged in administrative and security activities within the communications center of the Police department; reviews and approves personal leave, sick and vacation.
Performs multiple tasks simultaneously; takes appropriate action when presented with a stressful life/death situation; remains calm under all circumstances.
Answers multiple telephone lines; handles all 911 calls within the Atlanta Police Department jurisdiction or transfers the call to appropriate agency; handles other calls appropriately and updates call lists.
Maintains field unit status at all times to ensure safety of the officers performing activities including working accidents, hazardous incidents, fire traffic control, pursuits, etc.
Communicates effectively and coherently over law enforcement and police radio channels initiating and responding to calls; issues case numbers; notifies others, such as wreckers, cabs and utilities, when services are requested/required.
Applies organizational policies. May make purchasing or resource allocation decisions within organization guidelines. Exercises judgment and initiative in dispatching emergency calls and other requests. Uses independent judgment and discretion in the handling of emergency situations, determining and deciding upon procedures to be implemented, maintaining standards and resolving problems.
Has formal supervisory authority over a large work group, frequently with intermediate team or crew leaders or a group of highly specialized employees, to include training, coaching, discipline, performance management, scheduling, training, etc.
Knowledge, Skills & Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully. It is not an exhaustive list.
Knowledge of: dispatching and communication systems and local law enforcement practices, policies and procedures; techniques and procedures used in operating emergency communications equipment; customer service standards and best practices; terminology, principles and methods utilized within the department; administrative practices, policies and procedures as necessary in the completion of daily responsibilities. Skill in: listening and communicating exceptionally to effectively convey information verbally and in writing; operating computers with demonstrated proficiency in a variety of applications and software; empathetic listening techniques; organizational, management; human relations and technical understanding.
Ability to: implement long-term goals for the department in order to promote effectiveness and efficiency; follows policies, procedures, plans and activities and to monitor performance of subordinates against measured established goals; speak with a clear well-modulated voice; remain calm under pressure and stressful working conditions during heavy workload and emergency related calls; speak English rapidly, clearly and concisely; dispatch and handle emergency calls on a continuous basis under time constraints; simultaneously communicate, interpret communication and accurately enter data into a computer system.
Minimum Qualifications – Education and Experience
High school diploma or GED
3-5 years' of supervisory, managerial or lead dispatcher experience and 5-8 years' of experience in an emergency call center is required or any equivalent combination of education, training and experience which provides the requisite knowledge, skills and abilities for this job.
Preferred Education & Experience
Bachelor’s degree in business/public administration, science, aviation management, emergency management, airport operations or related field and 8-10 years' of experience as a communications dispatcher or closely related area preferred.
Licensures and Certifications
Must be POST certified
Essential Capabilities and Work Environment
Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.