Communications Supervisor

About the role

The City of New Haven is seeking a Communications Supervisor to oversee the Communications Center, managing and training Operator Dispatchers, and ensuring efficient and professional handling of emergency and non-emergency calls.

Responsibilities

• Assigns, directs, assists, and supervises Operator Dispatchers engaged in answering telephone and radio calls for emergency and non-emergency assistance.
• Ensures adherence to established laws, regulations, policies and procedures.
• Makes recommendations to the Department Head for assigning, scheduling, and related personnel matters.
• Prepares and submits various reports and records as required or directed by the Department Head.
• Observes and ensures compliance with all applicable state and federal laws and regulations applicable to public employees, maintains proper certifications, reviews procedures and operations and makes recommendations for modifications and improvements.
• Supervises Operator Dispatchers and reports center incidents and performance issues to the Department Head and Deputy Director.
• Supervises and participates as needed in 911 emergency operations including the operation of radios, telephones, computers in receiving calls for emergency service and dispatching responding police, fire and EMS units.
• Maintains data necessary for the proper functioning of the Communications Center.
• Reports issues or problems to Department Head or Deputy Director.
• Prepares reports for City, State and Federal agencies and assists Department Head and Deputy Director with maintenance, storage and retention of all reports in accordance with regulations promulgated by the State and City.
• Assists in the development and implementation of an on-going training and quality assurance/quality improvement programs for Operator Dispatchers.
• Counsels employees on attendance and performance issues; makes recommendations for disciplinary action to Department Head and Deputy Director; communicates outcomes to employees.

Qualifications & Experience

• Graduation from high school; college degree desirable.
• Three years of progressively responsible experience in public telecommunications or dispatching, or any equivalent combination of training and experience which provides the following knowledge, skills and abilities:
• Knowledge of the State of Connecticut 911 system and the routing of 911 calls.
• Knowledge of the City and the placement and capabilities of emergency response personnel and equipment.
• Knowledge of the principles of supervision, organization and management; ability to apply such knowledge.
• Considerable ability to work under pressure and to respond to crisis situations professionally and courteously.
• Ability to operate a variety of telecommunications equipment including computer terminals, radios, copiers, and phone/radio recording systems.
• Familiarity with the geography of the City of New Haven, its thoroughfares and features.
• Familiarity with adjoining jurisdictions, including State Police jurisdictions in the New Haven area.

Necessary Special Requirements

• Must have experience in the use of a computer aided dispatch system.
• Ability to work various shifts and be flexible about days off.
• Must obtain the following certifications within 12 months of appointment and maintain throughout employment: Emergency Medical Dispatcher (EMD), State of CT OSET Telecommunicator (TCM), and COLLECT and NCICCPR certification.