Dispatch Shift/Training Coordinator

Application Process

A Wythe County Employment Application (PDF) must be completed and signed to be considered for any position.

Application can be found at Wytheco.org

Mail or In Person

Wythe County Administration Offices

Attention: Human Resources

290 South 6th Street, Suite 350

Wytheville, VA 24382

Fax: 276-223-4169

Email: aacoble@wytheco.org

Summary

The Wythe County Consolidated 911 Dispatch Center is a 24-hour Public Safety Answering Point. A director and deputy director manage the Center, reporting to the Assistant County Administrator, the County Administrator, and the Board of Supervisors. The Shift/Training Coordinator is responsible for managing daily shift operations while overseeing the training and development of staff. This dual role ensures smooth workflow execution and promotes continuous learning to maintain high performance and compliance standards, meeting or exceeding local, state, and nationally recognized standards.

Work Schedule

· Requires flexibility, but typically Monday – Friday 8:00 a.m. – 5:00 p.m. May be required to work shifts filling in for absent shift supervisors or staff.

· On-call and call-outs as necessary.

Essential Functions

· The Shift/Training Coordinator is responsible for assisting the director and operations manager in the day-to-day operations of the 911 dispatch center, including mentoring and training staff, monitoring training progressions, ensuring compliance with policies and procedures, maintaining a high level of customer service, and assisting with administrative duties and tasks.

· The coordinator shall coordinate and communicate with the shift supervisors and staff to ensure clear expectations of work, tasks, policies, and procedures.

· Shall dispatch calls, provide direction to shift supervisors, allocate resources when appropriate, monitor quality of dispatcher work, and assist management with records, performance issues, quality control, and systems maintenance.

· The coordinator works in a fast-paced, high-stress environment.

· The position is exposed to noise and other distractions from radios, computers, other equipment, and other people.

· Fulfills the duties of a shift supervisor, plus:

· Facilitates written and verbal communication between shifts, emphasizing critical operational information and changes in standard operating procedures.

· Schedules dispatcher coverage for callouts, emergencies, holidays, overtime, annual leave, and sick leave.

· Monitors attendance and assigns tasks

· Coordinate shift supervisor coverage. Fills in or designates fill-in as necessary for shift supervisor absences, planned and unplanned.

· Secondary contact for employee callouts.

· Sets call schedule for dispatchers and calls in staff for emergency situations and coverage.

· Fills in as necessary to cover leave, planned and unplanned, for shift supervisors.

· Review staff time & leave records to submit for management approval.

· Conducts first-level semi-annual review of shift supervisors and makes recommendations regarding pay, discipline, training, promotion, and termination.

· Securely retains, maintains, and updates training files for all employees.

· Serves as lead trainer and assigns trainees to shifts in coordination with management direction.

· Conducts onboarding training sessions and refresher courses

· Coordinates required trainings with the criminal justice academy

· Ensures training materials are up-to-date and aligned with operational goals

· Works with management to continually implement, develop, and review operational policies, procedures, and guidelines.

· Coordinates with agencies to schedule 48 hours per year of outside agency training for employees (LE, Fire and Rescue rotation, other PSAPs).

· Leads quality control/quality assurance effort to give feedback to employees for recognition, improvement, retraining, correction, or discipline.

· Completes ongoing skills evaluations for all operational personnel.

· Works with management on database entry and systems maintenance, and upgrades.

· Coordinates departmental usage of county motor vehicles.

· Works with management to correct and update GIS address validation and issue resolution.

· Public complaint review and processing.

· Directs Phase One of Telecommunicator Training (policy, procedure, systems, call types, equipment, operations, functions of first responders and agencies).

· Other duties as assigned.

· Obtains and maintains all required certifications

· Attends state and national conferences as assigned to the network, gain knowledge of additional training resources, and shares those with the center

Knowledge, Skills, and Abilities

· Communication: Communicate effectively with staff, public, and other agencies. Give clear instructions, provide feedback, and resolve conflict.

· Problem-solving: Identify and solve problems quickly and efficiently, thinking on their feet and making sound decisions under pressure.

· Leadership: Motivate and inspire the team. Create a positive work environment and build trust with their staff.

· Technical: Have a strong understanding of the 911 dispatch process and the technology used. Able to train staff on how to use technology and troubleshoot any problems that may arise.

· Customer service: Provide excellent customer service to the public. Remain calm and professional under pressure and handle difficult situations with tact and diplomacy.

· Empathetic: They should be able to understand the emotional needs of the callers and the staff.

· Resilient: They should be able to handle the stress of the job and bounce back from setbacks.

· Committed: They should be passionate about their work and committed to providing the best possible service to the public.

· Ability to work under pressure and in a fast-paced environment

· Ability to make sound decisions quickly

· Ability to work independently and as part of a team

· Ability to maintain confidentiality

· Ability to be certified as VCIN/NCIC operator

Education and Experience

• High school diploma or equivalent
• 4 years of experience in 911 dispatch or a related field
• Strong communication and interpersonal skills
• Hold or be eligible to hold the position of Telecommunicator II or Shift Supervisor prior to hire.

Special Requirements and Job Development

· Employee must possess an acceptable and safe driving record.

· Possess a valid Virginia driver’s license

Physical Requirements

· This work requires the occasional exertion of up to 25 pounds of force

· Work regularly requires sitting, frequently requires speaking or hearing, and using hands to finger, handle, or feel

· Occasionally requires standing, walking, reaching with hands and arms, lifting, and repetitive motions

· Work has standard vision requirements

· Vocal communication is required for expressing or exchanging ideas by means of the spoken word

· Hearing is required to perceive information at normal spoken word levels

· Work requires preparing and analyzing written or computer data

· Operating motor vehicles or equipment and observing general surroundings and activities

· Work is generally in a moderately noisy location (e.g., business office, light traffic).

This job description is not intended to be all–inclusive. An employee will also perform other reasonably related job responsibilities as assigned by the supervisor or County Administrator. Wythe County Administration reserves the right to revise or change job duties as the need arises. The job description does not constitute a written or implied contract of employment.

As an Equal Opportunity Employer, we are dedicated to nondiscrimination in recruitment, selection, hiring, pay, promotion, retention, or other personnel action affecting employees or candidates for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/sexual orientation/gender/identity, national origin, disability, marital status, age, political affiliation, or protected veteran status.

Job Type: Full-time

Pay: From $43,971.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $43,971