Communications Supervisor

JOB TITLE: COMMUNICATIONS SUPERVISOR
FIRE AND TRAINING DIVISION
PUBLIC SAFETY DEPARTMENT

GENERAL STATEMENT OF JOB

Under limited supervision, provides daily guidance and supervision to subordinates, receives in-coming calls that are emergency, non-emergency calls, and non-departmental calls. Determines the service division or agency needed to assist caller in an accurate, timely and professional manner. Trains, educates, and assists new hires and officers that will need to assist in dispatching work. Works under stressful conditions. Multi-tasks to meet the needs of the department, citizens, state, federal and city requirements. Serves as the Department Terminal Agency Coordinator (TAC). Reports to Fire Captain.

SPECIFIC DUTIES AND RESPONSIBILITIES

ESSENTIAL JOB FUNCTIONS

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this position title. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

Supervises communications personnel through the chain of command; supervisory duties include scheduling; instructing; assigning, reviewing and planning work of others; maintaining standards; coordinating activities; allocating personnel; acting on employee problems; and recommending employee discipline, transfers, promotions and discharge.

Reviews the work of subordinates for completeness and accuracy; evaluates and makes recommendations as appropriate; offers advice and assistance as needed.

Participates in personnel training as appropriate.

Inspects personnel, equipment and communications area for compliance with established policies, procedures and standards of safety.

Answers in-coming emergency and non-emergency calls. Answers calls for assistance on the radio from officers, other employees, and other agencies. Answers questions, forward calls, switch calls or dispatch calls once the dispatcher determines what is needed.

Assists officers, other employees and others requiring assistance with their request of phone numbers or to be switched to phone numbers. Handles notifications for officers when they are unable to conduct the notification.

Changes out on-call lists for department, other City/County agencies or divisions.

Provides notification to wrecker services, Emergency Medical Services (EMS), and other agencies upon officers’ request.

Documents all pertinent information in logs, forms, records, etc. with completeness and accuracy.

Greets and assists department visitors.

Performs clerical work as required, including copying and filing documents, sending and receiving faxes, entering and retrieving computer data for citizens, officers, other agencies and other members of the Department/City.

Prepares a yearly budget for dispatch supplies and maintains inventory.

Maintains assigned equipment and/or notifies the appropriate person to handle maintenance or repairs that cannot be handled by dispatch.

Refers to manuals, regulations, directions, maps, etc.

Participates in emergency dispatch operations.

Operates various computers, printers, phones, radio console, recording equipment, copier, pagers, two-way radio, etc.

Ensures that everyone that enters dispatch or National Crime Information Center (NCIC) paperwork has the proper training and approval to enter data.

Maintains compliance with the Federal Bureau of Investigation (FBI) and South Carolina Law Enforcement Division (SLED) standards/requirements. Verifies that paperwork is properly entered into the NCIC system.

Ensures that personnel have fingerprints on file, required paperwork, training, testing, security awareness, and passwords for compliance issues required by SLED and FBI.

Monitors and maintains required levels of security awareness training for employees, NCIC inquiry and full function NCIC access to stay in compliance with SLED and FBI. Training and fingerprints must be completed every two years.

Ensures that all CJIS information is properly logged and maintained by dispatch for the City to continue to have access to SLED and FBI files.

Maintains all entries, files, logs, and records up-to-date and in compliance for FBI (when advised) and SLED audits that are conducted every 3 years.

Maintains all compliance requirements including state and federally mandated review (validations) of records every month.

Responds to questions received from Administration, supervisors, officers, and employees needing verification on proper procedures for NCIC.

Signs up users for the smart 911 system.


ESSENTIAL SAFETY FUNCTIONS

It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.


ADDITIONAL JOB FUNCTIONS

Assists clerical personnel with duties as required. Uses clerical and computer supplies.

Performs other related duties as required.

MINIMUM TRAINING AND EXPERIENCE

Requires a high school diploma or GED equivalent supplemented by 3 years of experience in emergency dispatch operations, or any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Must have successfully completed required training and hold E-911 and NCIC certifications. Must possess a valid driver's license.

MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED
TO PERFORM ESSENTIAL JOB FUNCTIONS

Physical Requirements: Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 10 pounds). Tasks may involve extended periods of time at a keyboard or workstation.

Data Conception: Requires the ability to compare and or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things.

Interpersonal Communication: Requires the ability of speaking and/or signaling people to convey or exchange pertinent and vital information to co-workers. Includes the receiving of information and instructions from supervisor.

Language Ability: Requires the ability to read a variety of policy and procedure manuals, computer manuals, maps, etc. Requires the ability to enter data into computer and prepare records, reports, correspondence, etc., with proper format, punctuation, spelling and grammar, using all parts of speech. Must be able to speak with poise, voice control and confidence and to articulate information to others.

Intelligence: Requires the ability to apply principles of rational systems to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; to interpret a variety of instructions furnished in oral, written, diagrammatic or schedule form. Requires the ability to make independent judgments in the absence of supervisor; to acquire knowledge of topics related to primary occupation. Must have the ability to comprehend and interpret received information and the ability to comprehend and implement basic office machinery functions.

Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to follow oral and written instructions. Must be able to communicate effectively and efficiently with persons of varying educational and cultural backgrounds, and in using law enforcement, fire and emergency medical terminology.

Numerical Aptitude: Requires the ability to add and subtract totals, to multiply and divide, to determine percentages and decimals, to determine time. Must be able to use practical applications of fractions, percentages, ratio and proportion.

Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width and shape, and visually read various information.

Motor Coordination: Requires the ability to coordinate hands and eyes rapidly and accurately in using automated office equipment and communications machinery.

Manual Dexterity: Requires the ability to handle a variety of items including computer keyboards, office equipment, control knobs, switches, etc. Must have minimal levels of eye/hand/foot coordination.

Color Discrimination and Visual Acuity: Requires the ability to differentiate between colors and shades of color.

Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency, unusual or dangerous situations, or in situations in which working speed and sustained attention are make or break aspects of the job. The worker may be subject to danger or risk to a slight degree, or to tension as a regular, consistent part of the job.

Physical Communication: Requires the ability to talk and hear: (talking: expressing or exchanging ideas by means of spoken words; hearing: perceiving nature of sounds by ear). Must be able to hear and understand communications through a telephone.

PERFORMANCE INDICATORS

Knowledge of Job: Is knowledgeable in the methods, policies and procedures of the Public Safety Department pertaining to specific duties of the Communications Technician I. Is knowledgeable in the laws, ordinances, standards and regulations pertaining to the specific duties and responsibilities of the position. Has knowledge of the organization of the City and of related departments and agencies. Has the ability to comprehend, interpret and apply regulations, procedures and related information. Has the ability to provide efficient, effective and professional service to officers and the public. Has knowledge of the methods and procedures of public safety communications, including E-911, NCIC and radio communications. Has knowledge of and skill in the use of communications equipment. Knows departmental rules and regulations regarding the use of radio equipment and of maintaining contact with officers and various agencies. Has knowledge of the layout of City roads and of the locations of various neighborhoods; is able to read, interpret and understand City maps. Is able to communicate via radio and telephone in a clear and concise manner. Is able to communicate effectively with members of the public and deal with the public in a professional manner. Is able to obtain accurate information when dealing with callers who are upset, afraid, injured, etc. Is able to transmit accurate information. Is able to give accurate direction over the telephone, providing the shortest route possible to emergency scenes. Has knowledge of modern office practices and equipment. Has knowledge of modern office practices and techniques; has knowledge of and skill in the use of computers for data processing and records management. Has knowledge of proper English usage, vocabulary, punctuation and spelling; has knowledge of basic mathematics. Is able to type accurately at a rate sufficient for the successful performance of assigned duties. Knows how to operate and maintain a variety of office equipment as necessary in the performance of daily activities. Is skilled in applying a responsible attention to detail as necessary in preparing reports and correspondence. Has knowledge of principles and practices of record-keeping. Is able to read and interpret various materials pertaining to the responsibilities of the job. Is able to take the initiative to complete the duties of the position without the need of direct supervision. Is able to use independent judgment in performing routine and non-routine tasks. Has the ability to plan, organize and prioritize daily assignments and work activities. Is able to offer assistance to fellow employees as necessary. Has the ability to learn and utilize new skills and information to improve job performance and efficiency. Has knowledge of the occupational hazards and safety precautions of the trade. Is capable of working under stressful conditions as required. Knows how to react calmly and quickly in emergency situations.

Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interaction with internal and external entities with whom the position interacts.

Quantity of Work: Performs described Essential Functions and related assignments efficiently and effectively in order to produce quantity of work which consistently meets established standards and expectations.

Dependability: Assumes responsibility for completing assigned work. Completes assigned work within deadlines in accordance with directives, policy, standards and prescribed procedures. Maintains accountability for assigned responsibilities in the technical, human and conceptual areas.

Attendance: Attends and remains at work regularly and adheres to policies and procedures regarding absenteeism and tardiness. Provides adequate notice to higher management with respect to vacation time and leave requests.

Initiative and Enthusiasm: Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be accomplished and initiates proper and acceptable action for the completion of work with a minimum of supervision and instruction.

Judgment: Exercises analytical judgment in areas of responsibility. Identifies issues or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to issues or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice where appropriate and research issues, situations and alternatives before exercising judgment.

Cooperation: Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences are justified, i.e., poor communications, variance with established policies or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation intra- and inter-departmentally.

Relationships with Others: Shares knowledge with managers, supervisors and co-workers for mutual benefit. Contributes to maintaining high morale among all employees. Develops and maintains cooperative and courteous relationships inter- and intra-departmentally, and with external entities with whom the position interacts. Tactfully and effectively handles requests, suggestions and complaints in order to establish and maintain good will. Emphasizes the importance of maintaining a positive image.

Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of work elements and establishes a personal schedule accordingly. Attends required meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules.

Safety and Housekeeping: Adheres to all established safety and housekeeping standards. Ensures such standards are not violated.


DISCLAIMER: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. EOE