911 Dispatch Supervisor

Description

Individuals in this position supervise and direct subordinate staff. Tasks include assigning and delegating work projects, scheduling employees to ensure proper staffing levels are maintained, and ensuring that standards of service are maintained in accordance with national standards and the mission and vision of the Summit County 911 Center. Supervisors are responsible for performance management, including: work performance, coaching, mentoring, and implementing corrective action for performance and conduct issues. Supervisors perform the duties of a 911 dispatcher as required.

Examples of Duties

• Supervises and directs subordinate staff.
• Schedules employees to ensure proper staffing levels are maintained.
• Maintains standards of service in accordance with national standards and the mission and vision of the Summit County 911 Center.
• Manages performance, including work performance, coaching, mentoring, and implementing corrective action for performance and conduct issues.
• Performs the duties of a 911 dispatcher as required.

Supervision

• General supervision of assigned employees and daily oversight of dispatchers on duty on the supervisor’s shift.

Qualifications

• Successful candidates for this position understand basic supervisory and employee management principles; have a strong working knowledge of law enforcement, fire, and EMS procedures and practices; are able to learn complex computer systems and their application to public safety communications; are able to pass a criminal background check, polygraph, and psychological evaluation; and are able to work 40 hours per week, including nights, weekends, and holidays.

Education, Experience, and Formal Training

• High school graduate or equivalent.
• Minimum three (3) years of 911 dispatching experience; two years of relevant supervisory experience preferred.
• Working knowledge of law enforcement, fire, and EMS procedures and practices; thorough knowledge of computer systems and their application to Public Safety Communications.
• EMD, CPR, NIMS, CBI.
• Successful completion of APCO Supervisory course within the first year of employment.
• Mets or exceeds all requirements for subordinate levels (Dispatcher I, Dispatcher II, Dispatch Lead).
• Knowledge of basic supervisory and employee management principles, including the principles and practices of effective staff supervision and motivation.
• Ability to think analytically and apply sound judgement, solve problems, make effective decisions, and act with integrity.
• Knowledge of applicable policies and procedures governing the hiring, employment, and separation of employees.
• Skills in prioritizing, planning, assigning, coordinating, directing, monitoring, and reviewing work assignments.
• Apply a high level of initiative, discretion, and judgment in accomplishing the work.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to maintain composure under stressful conditions and to quickly and accurately make decisions involving life threatening emergencies.
• Skill in handling conflict and uncertain situations.
• Skill in collecting, analyzing and interpreting data.
• Ability to train others.
• Ability to positively supervise and motivate employees in all phases of Summit 911 dispatch operations; demonstrates consistency dealing with people; shows personal integrity and sensitivity to others; able to administer constructive feedback while promoting a cooperative and team atmosphere; ability to delegate and prioritize effectively to assure project completions.
• Interpersonal skills necessary to develop and maintain positive, cooperative, effective, and appropriate working relationships with co-workers, the public, and representatives of user agencies.
• Skill in verbal and written communications.
• Ability to establish and maintain excellent communications with personnel, members of user agencies, and the public.
• Effective interpersonal communications methods and techniques, including conflict resolution, debriefing, and interpersonal mediation.
• Explain and help dispatch staff understand dispatch responsibilities, priorities, and procedures.
• Evaluate dispatcher performance and conduct; provide positive feedback and constructive criticism; identify and recommend improvements.