The Communications Assistant Supervisor is a role assumed by an individual when no supervisor or manager is readily available. The position is responsible for the direct supervision of all Communications Officers assigned to the shift; work with employees to correct deficiencies; individual counseling with personnel as needed; implement discipline procedures. Recommend and assist in the implementation of goals and objectives; enforce the rules, regulations and procedures of the Communications Center; establish schedules and methods for providing emergency dispatch services. Works closely with the standard shift supervisor to ensure consistency, and also with the Training Manager, Quality Assurance and Accreditation Manager to ensure records are accurate. Direct supervision is received from the Shift Supervisor, and general supervision is received from the Operations Manager. All Shift Supervisors must obtain and maintain CTO certification and be proficient in Call Taking, Headquarters, IDACS, Fire and Police Dispatching.
Duties include, but are not limited to:
1. Responsible for the daily work schedule for each Communications Officer assigned to the shift, recording days and hours worked, days off, sick days, overtime, holidays, vacation days or recording any other item that is part of the work schedule.
2. Assisting regular supervisor with the evaluation of each Communications Officer supervised, recording performance, judgment, and completing quality assurance checks on Communications Officers on a monthly basis. Records those evaluations in TrackIt and other software programs.
3. Maintain all required certifications necessary.
4. Operate, perform minor maintenance, submit trouble tickets on a variety of emergency Communications equipment, including radio equipment, recording devices, consoles, telephones, and other items as needed.
5. Respond to and resolve inquiries and complaints; maintain effective and efficient public relations when dealing with citizens and other agencies.
6. Attend and participate in meetings, training and information sessions; stay abreast of new trends and innovations in the field of emergency procedures and resources.
7. Activate outdoor warning system; notify appropriate agencies.
8. Responsible for maintaining a variety of records and logs.
9. Use independent judgment, initiative, and good human relations and problem-solving skills in the application and follow through on decisions.
10. Apply knowledge and reasoning to make prompt and effective decisions quickly in both routine and non-routine situations.
11. Analyze situations carefully and adopt effective courses of action.
12. Perform administrative duties on behalf of the Communications Center as necessary.
13. Assist with the initiation of the Communications Centers disciplinary program, to include rewards, remedial training, counseling, and punitive actions.
14. Promotes goodwill and a positive attitude among fellow employees.
15. Document event occurrences such as, but not limited to: Incorrect Addresses, Individuals called in for Mandatory, visitors, etc.
16. Performs other related duties as assigned.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of the organization. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
Town-related Competencies: To perform this job successfully, all employees working in the Town should demonstrate the following competencies:
Teamwork and Collaboration - Gets along with and maintains positive relationships with coworkers. Is willing to help with all types of work, no matter how big or small the task. Asks for and listens to coworkers’ feedback; incorporates feedback into revised processes. Positively reinforces team members for their contributions and accomplishments. Admits mistakes when they occur, learns from them, and enables others to do the same.-
Service to Citizens - Always represents the Town of Plainfield well; maintains personal accountability and ownership for customer service. Lets customers know that he/she is willing to work with them to meet their needs. Follows up to ensure that requests and concerns are resolved. Understands customer problems and needs; quickly and effectively solves customer problems. Does more than what is normally required to resolve customer concerns.
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Professionalism - Demonstrates professionalism in appearance and actions. Maintains timely, personable, and effective communications with citizens and the general public, and local or intergovernmental contacts and neighboring community leaders. Demonstrates flexibility and a positive attitude when change occurs. Does not participate in conversations or actions that are disrespectful to others. Uses Town resources and assets wisely, efficiently, and according to Town policy.
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Dependability - Attends work as scheduled; follows the attendance policy and informs his/her manager of absences in advance. Accepts assignments willingly and can be counted on to complete tasks on time. Completes tasks accurately and thoroughly, eliminating the need for close review. Timely follow-through on tasks and projects issued by the Department Head, Town Manager, or Town Council. Does what he/she commits to doing.
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Interpersonal Communications - Communicates clearly, accurately, and respectfully with coworkers and customers. Keeps the Town Council well-informed of any incidents or issues, especially regarding offsite incidents. Keeps sensitive and confidential matters private. Listens to others and seeks to understand others’ perspectives. Willingly accepts feedback and incorporates it into work activities and interactions.
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Job Knowledge and Work Habits - Takes pride in work and coworkers; performs work with a positive attitude that enables others to perform well. Is willing to ask questions when the job or task is not fully understood. Willingly participates in training to maintain or enhance current knowledge of principles, procedures, methods, and/or technology. Maintains an optimistic outlook when faced with difficulty or change and makes an effort to overcome obstacles. Retains the expected job knowledge; helps others by sharing knowledge.
Job-related Competencies – To perform this job successfully, employees in this job should demonstrate the following competencies:
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Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
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Cost Consciousness- Works within approved budget; Develops and implements cost saving measures; Conserves organizational resources.
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Safety and Security- Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
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Adaptability - Adapts to changes in the work environment; Manages competing demands; changes approach or method to best fit the situation; Able to deal with frequent change, delays or unexpected events.
Education and/or Experience: High school diploma or general education degree (GED). A minimum of five (5) years of experience in public safety Communications or two (2) years as Full Time HC911 Communications Officer.
Other Skills and Abilities: The following skills and abilities are either required or desired.
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Computer software skills required include Microsoft Outlook, Word, Excel, and PowerPoint, and Computer-Aided Dispatch.
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A working knowledge of the operation of computerized public safety information systems, radio equipment, telephone systems, alarm systems and other communication equipment is required.
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A working knowledge of the principles, laws, policies, methods, practices and regulations pertaining to the dispatch of emergency equipment is required.
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The ability to communicate clearly and be able to function in stressful and sometimes difficult situations is required.
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A working knowledge of police and fire department systems and practices.
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The ability to identify, coordinate and resolve a wide variety of issues related to emergency dispatch operations is required.
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Knowledge of word processing and computer operations.
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Knowledge of emergency Communications practices and procedures.
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Ability to react quickly and calmly in emergency situations.
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Knowledge of community resources for the ill and or indigent persons.
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Ability to prepare clear and concise reports.
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Respond to requests and inquiries from the general public.
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Maintain confidentiality of sensitive information.
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Exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs.
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Establish, maintain and foster positive and harmonious working relationships with those contacted in the course of work.
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A working knowledge of radio frequencies, procedures, limitations, acronyms and codes is required.
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A working knowledge of County geography and area law enforcement is required.
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The ability to make sound and rational decisions including exercising independent judgment within established protocols and guidelines is required.
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A general understanding of report writing, while paying close attention to detail is required.
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The ability to maintain and cultivate positive relationship with residents, vendors and other Town departments is required.
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CPR/AED certification is required.
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The ability remain current with all required licenses, certifications and in-service requirements is required.
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The ability to operate a computer, printer, copy machine, scanner, fax machine, and other office equipment is required.
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The ability to speak, read and write in English is required. Spanish is desired.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
Communications Assistant Supervisors perform duties in an office environment involving sitting for long periods, sitting and walking at will, fingertip control of equipment such as keypads, computer touch screens, pointer devices, keyboards, speaking clearly, and hearing communication. Communications Supervisors serve on 24-hour call for emergencies and occasionally work evening, weekend, and/or extended hours, and occasionally travel out of town for training, sometimes overnight. Communications Supervisors are accountable for the actions of their subordinates and have the authority and responsibility to initiate discipline.
While performing the duties of this job, the employee is regularly required to sit; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; climb or balance; and stoop, kneel, crouch, or crawl; and taste or smell. The employee is frequently required to lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
While performing the duties of this job, the employee occasionally is exposed to working near moving mechanical parts and the risk of electrical shock when working with office equipment and outdoor weather conditions. The noise level in the work environment is usually quiet to moderate.
While the offices of Hendricks County 911 are open 24 hours a day, this position may require work on the weekends and holidays. It may also require the ability to drive Town vehicles. Thus, a valid driver’s license may be required.
