JOB SUMMARY

Supervise the activities of the 9-1-1 Assistant Operations Manager, 9-1-1 Communications Supervisors, 9-1-1 Systems Administrator, 9-1-1 Technical Support Specialist, 9-1-1 Communications Specialist, and 9-1-1 Technical Specialist staff. Is responsible for the daily operations of the communications center. This person serves as a liaison with outside agencies. Work involves managing the supervisory staff, and ensuring they have adequate guidance and tools to perform their duties

REPORTING RELATIONSHIPS

9-1-1 Deputy Director

ESSENTIAL JOB FUNCTIONS

Demonstrates the ability to operate basic computer applications.

Able to manage projects including defining, planning, organizing, controlling, and closing a project.

Is familiar with pertinent laws and regulations, which impact the department.

Exhibits strong teamwork skills and must process co-workers input both positive and negative, in a professional manner.

Employee must be able to adapt to an ever-changing work environment and must be able to talk out differences and express opinions with staff.

Employee must be able to identify and intervene in high-risk behavior.

Must perform work that involve multiple priorities, complex and numerous tasks, deadlines, constant communication across organizational boundaries, limited resources, with little if any precedents or guidelines.

Must perform competent decision making in fast-paced, multi-tasking situations, which will directly impact the systems used by LCWC and the service provided by LCWC.

Efficiently operates the computer systems, telephone systems, and radio equipment in a timely manner while working in a fast-paced, multi-tasking environment.

Efficiently navigates the PEMA approved protocols in a timely manner by correctly determining the caller’s situation and its corresponding protocol and then communicating instructions to the caller and dispatching the incident in a fast- paced, multi-tasking environment.

Focuses on the broad, long-term stability of the department through the planning and implementation of change.

Project a positive image when interacting with the general public and municipal, county, state, and federal officials and agencies.

Provides supervision in staff in accordance with acceptable business practice.

OTHER SPECIFIC TASKS OR DUTIES

Must present a professional appearance in accordance with LCWC Handbook Section 4.4.

Coordinates 9-1-1 Telecommunicator shift transfers.

Monitors 9-1-1 Telecommunicators leave requests, leave patterns, disciplinary matters, and overtime usage.

Attends monthly supervisors’ committee meetings.

Responsible for receiving, researching, and responding to complaints received against the LCWC telecommunications staff.

Provides coordination, supervision, direction, and support to staff under his/her control by staying informed of their work activity.

Provides supervisory staff with information necessary to make decisions pertaining to the general operations of LCWC.

Maintains confidentiality with regards to business conversations, employee information, departmental correspondence, and meeting minutes.

Conducts performance appraisals for those employees under his/her charge. Administers action plans and other corrective action when needed.

Participates in a monthly on-call rotation to address technical problems that require rapid response.

Must be supportive and cooperative with LCWC staff, public safety agency personnel, public officials, news media, and the general public at all times.

MINIMUM QUALIFICATIONS

High School Diploma or equivalent.

Seven (7) years experience in a PSAP.

Three (3) years experience at a supervisory/management level.

Any equivalent combination of experience and training which provides the required knowledge, skill, and abilities may be substituted year for year.

KNOWLEDGE, SKILLS AND ABILITIES

Required to work outside of normal business hours to attend meetings or in an emergency situation.

Must be able to provide your own transportation to meetings, trainings, appointments and be able to access those locations with reasonable accommodations.

Maintains regular and predicable attendance in accordance with LCWC Employee Handbook Section 9.3.

Knowledge of computer hardware/software.

Knowledge of the telephone equipment hardware/software.

Knowledge of the operations of various public safety agencies.

Employee must have the ability to plan and supervise the work of others effectively.

Maintains skills to assist in the Communications Center at a 9-1-1 Communications Supervisor Level.

REQUIRED LICENSES/CERTIFICATIONS/CLEARANCES

Must possess a valid Pennsylvania Class "C" operator’s license.

Must maintain CPR, PEMA Supervisor, PEMA approved protocols, and, ICS 200 & 800, ENP Certifications.

A person in this position may not have been convicted, plead guility, or plead no contest to a felony or serious misdemeanor.

Must consent and pass a drug screening.

Must attend all applicable Human Resource training.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

An employee in this class must be able to communicate, sit, stand, walk, reach and twist frequently. Employee will assist with office equipment maintenance as well as other' computer and building systems. Employee must be able to sit and stand for extended periods of time. Therefore, employee must be able to pull, push, kneel and squat occasionally. Lifting up to 10 pounds will be performed frequently and lifting up to 50 pounds may be required on occasion.