Position Purpose/Summary

Responsible for assisting with the efficient and effective operation of Springfield Emergency Communications (SEC), its resources, equipment and staff. Ensures work quality in accordance with the department's mission and standards, with a focus on standardizing processes and methods for dispatch operations. This position reports to the CAD Operations Manager and is primarily responsible for the supervision of all personnel assigned to emergency call taking and dispatching duties at Springfield Emergency Communications (SEC). This position serves as the shift's primary point of contact to Dispatch Administration, SEC staff, and external public safety departments.

Essential Functions

• Responsible for 24/7/365 oversight and direction of daily shift operations at SEC.
• Communicates with CAD Operations Manager to secure continuous organizational commitment and alignment.
• Primary point of contact for dispatch administration and other public safety agencies.
• Audits staff performance by reviewing 9-1-1 calls and dispatch recordings, ensuring proper protocols are being followed and calls are being appropriately dispatched.
• Evaluates and analyzes dispatch processes to identify areas for improvements.
• Works with the CAD Operations Manager to ensure early identification of issues, determine potential resolutions, obtain the appropriate resources, communicate status, and track and resolve identified issues in a timely manner.
• Working with the Training Coordinator, develops and implements a training curriculum for SEC Staff.
• Works with Dispatch Administration in the investigation of incidents of improper response or policy and procedure violations
• Prepares follow-up reports detailing incident facts and findings; determines appropriate action(s) to be taken.
• Conducts counselling/retraining of staff and delivery of discipline.
• Assists in identifying the impact of policies and procedures to ensure their continued validity.
• Schedules staff to shifts, vacations, and other activities; approves leave requests in compliance with SEC leave guidelines and policies.
• Creates and reviews statistical data which outlines department and employee performance; adjusts schedules as necessary to achieve performance goals.
• Evaluates staff performance and monitors performance for quality control; provides feedback in coordination with Sr. QA/QI Analyst.
• Provides monthly and annual evaluations of staff against approved position standards and takes appropriate actions
• Assists with responses to citizens' questions, comments, and complaints in a courteous and timely manner. Responds in like to inquiries of a similar nature from public safety personnel
• Working with the Training Coordinator and QA/QI, assists in coordination of initial and ongoing training of personnel by recognizing and analyzing strengths and weaknesses of staff.
• Ensures the chain of command is notified of any situation that may affect the City.
• Monitors proper operations of all PSAP equipment.
• Ensures security and operational integrity of SEC is maintained.
• Performs other related duties and participates in special projects as assigned.

Knowledge, Skills, and Abilities

• Knowledge of the capacity and function of SEC's 911 equipment, radio communications system, telephony system, recording equipment, computer aided dispatch system, departmental policies/procedures, and other resources and guides available to the Telecommunicator.
• Familiar with principles of Emergency Law, Medical and Fire Dispatching, departmental policies and procedures, public safety communications principles, practices, techniques, and technology.
• Excels in critical skills such as planning, prioritization, resource allocation, communication, collaboration, coordination of people and resources.
• Excellent interpersonal skills as applied to interaction with coworkers, dispatch shift supervisors, and the general public, sufficient to exchange or convey information and to receive work direction.
• Working with the Training Coordinator and QA/QI, the ability to manage, direct, and supervise agency training, accreditation, and quality assurance programs, and personnel.
• Knowledge of techniques, procedures, and methods used in the operation of a Public Safety Answering Point.
• Strong ability to initiate action and make rational, decisive decisions when required.
• Proven ability to work with cross functional teams across all levels of the organization to optimize business; exceptional analytical and problem solving skills and proven track record of utilizing insights from data to drive change.
• Advanced skills in verbal and written communication.
• Ability to maintain confidential information

Education and Experience

• Associate’s degree from an accredited college or university.
• Two (2) years experience as a Dispatcher, or four (4) years of any combination of education and experience.
• Extensive specialized training or certification in communication center supervision/management or operations may be substituted for up to one year experience.
• Proficiency in both Call Taking and Radio Operations required.
• Certification as an APCO Registered Public Safety Leader (RPL) and/or NENA Emergency Number Professional (ENP) preferred.
• NENA Center Manager Certification Program certification preferred.
• Communications Training Officer (CTO) certification required.
• Communication Center Supervisor certification preferred; must be completed within one year of appointment.
• Supervisory experience preferred.