Supervising Communications/Operations Dispatcher

About the role

Under direction, the Supervising Communications/Operations Dispatcher supervises, assigns, reviews, and participates in the work of staff responsible for the use and operation of communication and dispatching equipment consisting of radio, telephone, and data terminals; receives, evaluates and responds to requests for emergency and non-emergency services by contacting or dispatching necessary medical, fire, law enforcement or other County personnel and equipment; ensures work quality and adherence to established policies and procedures; and performs the more technical and complex tasks relative to the assigned area of responsibility.

Examples of knowledge and abilities

• Principles and practices of supervision, discipline, leadership, mentoring, and training
• Team dynamics and team building
• Applicable federal, state, and local laws, codes, and regulations
• Operational characteristics, services, and activities of dispatching emergency and non-emergency calls
• Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, databases, and other specialized applications related to area of assignment
• English usage, spelling, grammar, and punctuation
• Communications center procedures and protocol
• Budgetary principles and/or concepts
• Operations and capabilities of communications center equipment such as multiple channel radio receivers and transmitters, computer based phone systems, and alarm signaling devices
• Current principles, practices and procedures of public safety dispatching
• Effective report writing techniques

Ability to

• Select, supervise, train, and evaluate staff
• Plan, coordinate, assign, and review the work of subordinate staff
• Investigate and resolve disciplinary issues
• Work independently, prioritize work, coordinate activities and meet critical deadlines
• Monitor and interpret budgets and other financial documents
• Develop and maintain cooperative, effective working relationships with others
• Communicate clearly and concisely, both verbally and in writing
• Interpret and apply applicable federal, state, and local laws, codes, and regulations
• Apply customer service skills, including the identification of customer needs and follow up to ensure customer commitments have been met
• Collect and compile a variety of data and information
• Prepare records and reports
• Exercise judgment, tact, and common sense in resolving difficulties and problems in the communications center
• Operate a variety of computer, telecommunications, video and other equipment, including keyboarding rapidly and accurately
• Remain sufficiently calm, analyze information, and make effective decisions under emergency conditions
• Read, understand and apply a variety of data, visual information, maps and computer screens
• Receive and transmit information accurately

Employment qualifications

Minimum qualifications

Three years of full time, paid experience as a fire, radio or communications dispatcher in a call center environment. Experience must include operating a variety of communication equipment including multiple channel radio receivers and transmitters, computer based phone systems, and alarm signaling devices.

License requirement

A valid California Driver License, Class C or higher, may be required at the time of appointment.

Certification requirement

Incumbents in this class must obtain and maintain an Emergency Medical Dispatcher Certification issued by a contracted vendor chosen by the Sacramento County Department of Airports within one year of appointment and recertify every two years.

Age requirement

Positions assigned to Department of Airport have a minimum age requirement of 18 years.

Special access

Incumbents in this class assigned to the Department of Airport must acquire and maintain an airport security badge upon appointment to the airport facility in order to access secure County airport locations.

Physical requirements

• Sufficient hearing to understand audio communication over a telephone or two-way radio
• Sufficient color vision to perform all the required duties
• Good hand/eye coordination and finger dexterity
• Ability to wear head-sets that restrict physical movement in the work area
• Ability to sit and view video displays for extended periods of time

Working conditions

Positions in this class require the incumbents to work weekends, holidays, and shift assignments.

The probationary period for this classification is six (6) months.