Communications Shift Supervisor - 911

The purpose of this job is to directly supervise the day-to-day operations of a Communications Center shift, which provides telephone, computer/teletype information, 911 service, and Police, Fire, and EMS communications on a 24 hour, 7-day a week basis, while working a full position as a Telecommunicator. Ensures proper procedures, techniques, policies, and applicable federal and state laws are adhered to in the daily operation of the Communications Center. Monitors staff performance and addresses any performance issues to include disciplinary action.  This is a safety sensitive and/or DOT position.  As such, you will be required to participate in random drug testing at the city.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Supervises the day-to-day operations and staff on a shift in the Communications Center.
• Ensures that proper procedures, techniques, policies, and applicable federal, state, and local laws are adhered to in the daily operations.
• Monitors staff performance and addresses any performance issues, to include disciplinary action.
• Accurately enters and processes information related to calls for service and constantly monitors computer aided dispatch (CAD) transactions from officers, dispatchers and outside agencies.
• Enters and update notes in data base systems such as Records Management System (RMS), Jail Management System (JMS), Police 2 Police (P2P) to assist officers and detectives in their daily activities.
• Operates a CAD dispatch system, in conjunction with a radio system, to dispatch appropriate field units via radio, relays information to mobile units, and receives and processes information for departmental officials, and monitors and maintains contact with field units.
• Answers and directs all incoming non-emergency multi-line phones to include calls for the jail, administration, records, CID, animal control, traffic division, and other calls for service.
• Answers all non-emergency calls for police, fire, and EMS assistance.
• Contacts other law enforcement agencies to coordinate units for warrant services or SWAT callouts, contacts citizens for officers, wrecker companies, utilities, railroads, city departments, and any other support function to properly handle and process calls for service.
• Answers 911 phones for police, fire, and EMS assistance.
• Provides lifesaving medical instructions via 911 phones, non-emergency phones and radio.
• Communicates and relays critical information between first responders and citizens.
• Operates, dispatches, and monitors radio system for Police, Fire, EMS, Animal Control, Fire Marshal, and after hour city services.
• Retrieves and process data from the Texas Crime Information Center and National Crime Information Center (TCIC/NCIC) and monitors incoming teletypes and other information as required by departmental, state, and federal guidelines.
• Confirms and processes international, national, state, and city warrants according to policy and related laws.
• Reviews QAP reports for telecommunicators assigned to the shift and oversees any action or improvement plans.
• Oversees the training of new telecommunicators and conducts evaluations throughout the training program.
• Maintains procedural manuals and assists in designing new procedures as needed.
• Evaluates employees in accordance with City Policy and prepares Performance Improvement Plans.
• Maintains mandatory training logs for Communications personnel and shift training opportunities. 
• Coordinates with the Communications Manager, other Shift Supervisors, and Communications personnel to maintain uniformity of operating policy and procedure on all shifts.
• Assist with Validation reports, hiring process, new hire training program, new hire training, and research.
• Assists the Communications Manager in ensuring that the Communications Center is maintained in a neat and orderly fashion, and that faulty equipment is reported immediately for repair or replacement.
• Maintains Communication Center security and compliance with TLETS and CJIS regulations.
• Coordinates scheduling and maintains proper staffing for the shift.
• Approves time off requests and approves time sheets.
• Compiles monthly supervisor reports for monthly supervisor meetings.
• Performs related work as required.

• High School Diploma or equivalent required
• 2 years of relevant public safety dispatch experience required
• Telecommunicator I required
• 2 years of experience in CAD operations
• TCOLE Instructor Certificate within one year of appointment preferred
• Emergency Medical Dispatch Certificate
• Communications Trainer Certificate
• Intermediate Telecommunicator Certificate
• Pulmonary Coronary Resuscitation Certificate
• Valid Texas Drivers License

Knowledge of:

• Public safety Communications Center procedures, techniques, policies, and applicable federal,  state, and local laws
• Quality Assurance programs, policies and City practices
• Supervisory and performance evaluation techniques
• Computer Aide Dispatch (CAD) system security policies, procedures and City practices.
• 9-11 Emergency Medical Dispatch (EMD) standards
• Warrant processing and reporting procedures and practices
• Recording software
• Record keeping regulations and practices for Emergency Medical Dispatching
• English grammar, spelling, punctuation, and basic writing skills
• Modern office procedures, methods and computer equipment

Skill in:

• Interpersonal skills necessary to develop and maintain effective and appropriate working relationships
• Display the skills to communicate effectively with others, and skills to assimilate and comprehend information in a manner consistent with the essential job functions
• Supervisory, leadership, and problem-solving techniques
• Performing a variety of duties, often changing from one task to another of a different nature
• Assigning, prioritizing, monitoring, and reviewing work assignments

Ability to:

• Leadership ability and aptitude to make sound decisions in a manner consistent with the essential job functions.
• Cope, negotiate, and resolve conflict in crisis situations.
• Multi-task, make decisive decisions quickly
• Plan, prioritize and multi-task to meet schedules and deadlines
• Understand and communicate oral and written directions
• Accurately organize and maintain paper documents and electronic files
• Maintain the confidentiality of information and professional boundaries

Salary : $27 - $40