911 Team Leader

Grand Forks' first responders count on your team. Your team counts on you.

Seeking a 911 Dispatcher Team Lead The supervise, assign and review the work of staff responsible for performing emergency communications and dispatch duties in the Emergency Dispatch Center for a variety of emergency service agencies; to provide direct operational supervision during routine and critical incidents; to oversee and participate in all work activities; to ensure compliance with policies, procedures, quality standards, and professional best practices; and to perform a variety of technical, administrative, and leadership tasks relative to assigned areas of responsibility

ESSENTIAL AND MARGINAL FUNCTIONS/RESPONSIBILITIES - essential responsibilities and duties may include, but are not limited to, the following;

Essential Functions:

1. Perform all functions of a Public Safety Telecommunicator as operationally required.
2. Plan, prioritize, assign, supervise and review the work of staff responsible for providing emergency communication and dispatch services in a multi-agency, multi-jurisdictional environment.
3. Provide direct operational supervision of emergency and non-emergency call taking and radio dispatch activities to ensure efficient, accurate, and professional service delivery.
4. Serve as the on-duty incident supervisor during critical incidents, major events, disasters; coordinating staffing, communications flow, and resource allocation; and ensure continuity of operations.
5. Monitor and enforce compliance with departmental policies, procedures, professional standards, legal requirements, and quality benchmarks.
6. Participate in the development, implementation, and continuous improvement of policies, procedures, and operational guidelines to enhance service delivery, responder safety, and public safety outcomes.
7. Conduct routine review of calls, radio traffic, and CAD activity to ensure protocol compliance, quality assurance, and performance improvement; provide documented coaching and corrective feedback as necessary.
8. Establish schedules and methods for providing emergency dispatch services; identify staffing and operational needs; review needs with appropriate administrative staff; and allocate resources appropriately.
9. Validate and oversee entries by dispatch personnel into state and national information systems including stolen property, missing or wanted persons, protection orders, and other law enforcement data systems.
10. Participate in the onboarding, training, evaluation, coaching, and discipline of Emergency Dispatch Center personnel; work collaboratively with the Training Specialist and administrative staff to address performance deficiencies and professional development needs.
11. Oversee daily operation of emergency communications technology systems including CAD, radio, and phone systems; identify operational issues and coordinate corrective actions.
12. Participate in the preparation of operational reports, activity statistics, and performance metrics; provide analysis and recommendations to administrative staff.
13. Assist in the preparation and monitoring of operational budget requests including staffing, training, equipment, and technology needs.
14. Provide leadership and support for employee wellness, fatigue management, critical incident stress response, and professional resilience initiatives.
15. Coordinate operational readiness for special events, planned incidents, and emergency operations center activations.
16. Participate in emergency management planning, disaster preparedness exercises, and continuity of operations planning.
17. Collaborate with administrative staff and partner agencies on public education, public awareness, and community outreach initiatives related to emergency communications services.
18. Interact with administrators and public safety agencies to establish priorities in the day-to-day operations of the center and maintain effective interagency relationships.

Marginal Functions:

1. Attend and participate in professional meetings, training programs, and conferences; remain current on emerging trends, technologies, and best practices in emergency communications.
2. Perform all other related duties, responsibilities and required.

Knowledge: Operations, services, and activities of a multi-agency, multi-jurisdictional emergency communications center; principles and practices of supervision, leadership, training, and performance management; modern emergency medical, fire, and law enforcement dispatch protocols; quality assurance and performance improvement systems; communications technology systems including CAD, radio, and phone systems; applicable federal, state and local laws, codes, regulations, and professional standards.

Skills:Communicate clearly and concisely, both orally and in writing; analyze complex operational problems and develop effective solutions; supervise, coach, mentor, and evaluate personnel; maintain situational awareness during high-risk incidents; operate emergency communications systems; prepare clear and concise reports; manage multiple tasks and competing priorities in a high-stress environment.

Abilities: Provide effective leadership and decision-making under pressure; manage daily operations of the Emergency Dispatch Center; interpret and apply policies, and legal standards; maintain confidentiality and security of sensitive information; foster a professional, ethical, and resilient workplace culture.

Supervisory Controls: The supervisor provides general direction and assigns work in accordance with established policies, procedures, and operational priorities. The supervisor exercises independent judgement in the execution of assigned responsibilities and routinely reviews completed work for accuracy, compliance, effectiveness, and adherence to professional standards. Work is evaluated through observation, review of operational outcomes, performance metrics, and achievement of established objectives.

Guidelines: Guidelines include applicable federal and state laws, regulations, professional standards, and City and department policies and procedures. These guidelines require the exercise of judgment, discretion, interpretation, and adaptability in their application to routine operations, complex incidents, and dynamic emergency situations.

Complexity/Scope of Work: The work consists of varied emergency communications, supervisory, and leadership responsibilities. The position requires the ability to respond calmly, decisively, and effectively to high-risk, high-stress emergency situations while managing multiple competing priorities. The purpose of this position is to provide operational supervision and leadership in the answering of emergency and non-emergency calls and in the dispatching of appropriate responders. Successful performance directly contributes to the safety of responders, the public, and the effective delivery of emergency services.

Contacts: Contacts are typically with co-workers; other department personnel; affiliated law enforcement, fire, emergency medical services, and emergency management personnel; City officials; and members of the general public. Contacts are made to exchange information, coordinate emergency response, resolve operational issues, provide guidance, and deliver professional public service.

Physical Demands/Work Environment: Work is performed primarily in an emergency communications center environment and includes extended exposure to computer screens, radio and telephone communications, and high noise levels from equipment. Essential and marginal functions require maintaining physical and mental condition necessary for prolonged sitting, continuous monitoring of multiple systems, rapid data entry, and sustained concentrated in a high-stress environment. The position may require working extended hours, rotating shifts, weekends, holidays, and emergency call back.

Supervisory Responsibilities: This position provides direct supervision over assigned Public Safety Telecommunicators and functional supervision over personnel and operations during assigned shifts. Responsibilities include staffing oversight, performance monitoring, coaching, evaluation input, and operational leadership.

EXPERIENCE AND TRAINING GUIDELINES - any combination of experience and training that would likely provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Experience: Three years of progressively responsible emergency communications experience, including a minimum of two years in a lead, training, or supervisory capacity within a multi-agency, multi-jurisdictional public safety communications center.

Education or Training: Equivalent to an associate's degree from an accredited college or university with major coursework in communications, law enforcement, public safety, or related field.

License or Certificate: Possession of, or ability to obtain and maintain, the following:

• Appropriate, valid Emergency Medical Dispatch (EMD) Certification
• Appropriate, valid APCO 40-hour Public Safety Telecommunicator certificate
• Valid NCIC Certification
• Valid Driver’s License
• American Heart Association CPR Certification