SUMMARY/GENERAL PURPOSE:
The Operations Supervisor will serve as a working supervisor responsible for supplementing a variety of Lead Communications Officer duties in support of public safety emergency services. The Operation Supervisor will assist the Operations Manager to assign and review the work performed by Communications Officers I-III. The Operations Supervisor will be responsible for ensuring proper staffing levels, and assignments and will assist with employee evaluations, training, growth and development, quality assurance, coaching, counseling, corrective action, and performance management of the team and individuals.
ESSENTIAL DUTIES & JOB FUNCTIONS:
- Supervise a team of Communications Officers I-III, for emergency and non-emergency (Police, Fire, Medical) call taking and dispatching.
- Responsible for daily oversight of work performed, plan and delegate work assignments, provide technical assistance to team, and ensure services are performed at comprehensive, professional levels.
- Foster a culture of continuous growth and professional development by providing consistent coaching, mentoring, and performance feedback to 9-1-1 dispatch personnel.
- Observe team members for signs of stress, difficulty coping, and general emotional well-being, specifically during or after high stress, major incidents.
- Work proactively with staff to resolve performance or conduct issues.
- Provide technical assistance to resolve difficult phone or dispatch problems; perform more complex or difficult telecommunications and dispatch activities on a regular and emergency relief basis, as required.
- Assess team members’ needs, evaluate skills and performance, and make recommendations for improvement, training, or quality support.
- Coordinate major incidents to ensure proper notifications are made, and coordinate with Operations leadership as necessary.
- Participate in shift change meetings to communicate daily activities, needs, concerns, and schedules.
- Review Police, Fire, Medical, and /or non-emergency calls, and citizen evaluations surveys for compliance to protocol, and to enhance performance of daily activities.
- Provide support and mentorship to team members with regular observation and one-on-one feedback sessions.
- Review and approve timesheets, research and resolve complaints or problems, and involve Operations leadership and/or Human Resources as necessary.
- Make recommendations to Operations leadership for the development and revision of new and existing training and quality assurance programs, policies and procedures.
- Conduct or participate in performance investigations and make applicable recommendations.
- Provide Operations leadership with information applicable to coaching, counseling, discipline and performance review processes.
- Ensure technical equipment is properly maintained, regularly serviced and functional. Troubleshoot technology and emergency maintenance issues, escalate, document, and ensure timely resolutions from appropriate departments.
- Complete a variety of reports and correspondence related to dispatch activities, investigations, inquiries, CAD, ANI/ALI, Government Records and Management Act (GRAMA) and court proceedings.
- When necessary, assume immediate control of emergency situations/incidents by means of radio or telephone systems to ensure the situation/incident is handled properly.
- In case of emergency, evacuation, or other necessity, transfer Operations to and set up Dispatch Operations back-up centers.
- Attend leadership meetings as assigned.
- Serve as back-up in the Operation Manager’s absence.
- Serve as back-up to Quality and Training Coordinators.
- Participate in partner agency committees and task forces as assigned.
- Work as a Communications Officer when urgent back-up is required.
- Maintain regular and predictable attendance during operating hours to perform the duties of the position, including other duties as assigned.
WORKING CONDITIONS:
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Exposure to high-stress and emotionally intense situations, including handling traumatic or life-threatening emergencies.
- Regular exposure to emotionally distressing and traumatic situations, requiring emotional stability and resilience.
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Extended periods of sitting, typing, wearing a headset, and computer work, regular standing and walking, and occasional lifting up to 20 pounds in an office environment.
QUALIFICATIONS AND EXPERIENCE LEVEL IV:
Minimum Qualifications:
- High School diploma or equivalent.
- Eighteen (18) years of age or older.
- Demonstrated ability to type 40 words per minute.
- Ability to obtain and maintain the following certifications:
o Utah State Bureau of Criminal Investigation (BCI) / FBI Criminal Justice Information Services (CJIS) certification within three months of date of hire.
o Ability to obtain and maintain the following: APCO Emergency Medical Dispatcher, and Cardiopulmonary Resuscitations (CPR) within three months of hire date.
o Ability to obtain and maintain Police Officer Standard and Training (POST) certification within one year of date of hire, unless exemption is issued by the Executive Director / CEO.
o Ability to obtain and maintain National Incident Management (NIMS) 100, 200, and 700.
o Annually complete thirty (30) hours, minimum, of continuing education and mandated training to retain certifications.
- Ability to work rotating shifts, nights, weekends, holidays, or overtime as requested for back-up shifts.
- Ability to pass drug screening, fingerprint and criminal background check.
Growth and Development Qualifications
- APCO Communications Center Supervisor or NENA 9-1-1 Center Supervisor Program Certification
- APCO Communications Training Officer or NENA Center Training Officer Program
- Completion of SLVECC Leadership Program
Preferred Qualifications:
- Job-related experience in a similarly sized Emergency Communications Center.
- Ability to pass a critical-thinking skills evaluation prior to date of hire.
- Ability to remain calm and professional in high-stress situations.
- Time management and organizational skills to consistently meet deadlines.
- Ability to work independently and as part of a team.
- Demonstrated ability to work with a diverse audience of staff, customers, vendors, and the public, utilizing effective interpersonal, negotiation, and conflict resolution skills, always acting with integrity and professionalism.
- Ability to speak, read, and write professionally, as well as compile, analyze and present information in English.
- Proficiency with Microsoft Office suite of programs, Versaterm CAD, Vesta telephone system, and APCO IntelliComm
- Supervises Center personnel by observing, assisting, advising, coaching, and directing daily activities.
