Communications Supervisor - 911 Dispatch (Sheriff's Office)

About the role

This role involves overseeing shift operations within the Communications Division, leading and guiding the communications team while fostering positive organizational culture through behavior, demeanor, and example. Additionally, the Communications Supervisor needs to be capable of fulfilling the core responsibilities of a Communications Officer and will serve as a Communications Officer on their assigned shift regularly to maintain shift minimums.

Responsibilities

• Provide coaching, leadership, and mentorship to the Communications Center staff.
• Keep the Operations Manager informed of all aspects of the operations of the Communications Division including, but not limited to, service complaints, personnel problems, equipment problems, etc.
• Contact the Operations Manager in the event of major emergencies.
• Aid the Operations Manager in the development and implementation of agency goals, objectives, policies, and procedures.
• Aid the Operations Manager in gathering Communications Division statistics, analysis, and reports.
• Oversee and supervise the communications team.
• Ensure appropriate staffing levels for each shift by maintaining the schedule.
• Make necessary adjustments to shift schedules as needed.
• Submit work schedules that account for overtime, holidays, and training to the Operations Manager.
• Ensure that weekly timecards are completed accurately.
• Ensure that proper action is taken in the event of equipment failure with ability to troubleshoot problems and determine who to call for problem solving.
• Oversee the staff's use of the equipment to ensure its adequate use and maintenance to maximize the life of the equipment and proper operation.
• Assist in the training of new employees and developing and implementing staff training programs.
• Assign work and set priorities.
• Oversee the operations, activities and personnel of the communications center to ensure the compliance of established guidelines, procedures and policies.
• Receive, review, investigate and handle problems and complaints regarding specific incidents and/or employees as assigned.
• Investigate includes reviewing tapes, answering questions, duplicating appropriate master tapes relating to investigations and submitting findings in a written report to the Operations Manager.
• Recommend disciplinary action or commendations and perform as directed.
• Maintain a high level of knowledge and skill regarding the equipment, policies, procedures and techniques of 911 call-taking and dispatching.
• Complete a variety of reports and correspondence relating to shift and personnel activities including preparation of documentation for court purposes.
• Represent the division, as assigned, at meetings and conferences.
• Attend and participate in employer sponsored training.
• Maintain professional relationships with team members, understanding the leadership hierarchy, and fostering a culture of professionalism within the agency.
• Recognize the dynamics of the supervisor-employee relationships.
• Proficient in all related duties of a Communications Officer.
• Serve as a Communications Officer on designated shift to maintain shift minimums.
• Maintain confidentiality.
• Follow the Sheriff’s Office chain of command policy.
• Support Administration, even if they do not agree with directions or decisions.
• Instill trust by following through with directions, and complete requests in an acceptable manner.
• Respond to emergencies during off time arising from inclement weather, equipment failure, personnel issues, or other natural or manmade incidents to provide additional staffing as required.
• Demonstrate a commitment to county safety and risk management efforts.

  Qualifications

  • High school diploma plus two additional years of formal preparation and four to five years of relevant prior experience; or an equivalent combination of education and experience in public safety dispatching.
  • Proven experience with legal, medical, law enforcement and fire/rescue terminology.
  • Certificates, Licenses and Registrations: Advanced TIME Operator Certification, Emergency Medical Dispatch Certification.
  • Ability to work in stressful conditions, with others in a fast-paced environment and to work different hours and shifts, including late night and/or early morning hours.
  • Interactions & Communication: Provides specialized information and/or recommendations to others regarding an area of expertise.
  • Decision Making: This position has authority to make decisions that are within general procedures and protocols; supervision is available as required or requested.
  • Thinking & Problem Solving: In relation to established procedures, protocols and policies of the County, challenges in this position tend to be diverse, but are typically covered by precedent or established practice.