GENERAL DESCRIPTION

This position manages the activities of a shift within the 9-1-1 Dispatch Center. Provides leadership and direction to 9-1-1 Dispatch staff.  Promotes positive work relationships and work environment using a positive attitude.   In addition, the 9-1-1 Dispatch Supervisor must be able to perform the essential job functions of the Lead and 9-1-1 Dispatcher job descriptions.

 

DISTINGUSIHING CHARACTERISTICS:

Assists in overseeing the smooth operation of the Multi Agency Communications Center, by providing direction to 9-1-1 dispatchers and arranging for additional staff to ensure staffing requirements. Additionally, the 9-1-1 Dispatch Supervisor is a major resource to other dispatchers on technical issues, equipment operations, policies and procedures, and may handle special projects. The 9-1-1 Dispatch Supervisor maintains a high level of knowledge and proficiency of all aspects of work assigned to lead and 9-1-1 dispatchers.

 

ESSENTIAL JOB DUTIES AND FUNCTIONS

• Keeps the Director informed of all aspects of the operations of the 9-1-1 Dispatch Center including but not limited to service complaints, personnel problems, equipment problems, etc. Contacts the Director in the event of major emergencies. Weekly written work report shall be submitted to the Director.
• Assists the Director in the development and implementation of agency goals, objectives, policies, and procedures. Assists Director in gathering Communication Center statistics, analysis, and reports.
• Coordinates with Administrative Services Manager in the day to day management of the agency in the absence of the Director.
• Manage and supervise the 911 dispatch staff. Oversee adequate staffing levels for assigned shifts, by maintaining the master scheduling of 9-1-1 Dispatchers for all shifts, ensures that the necessary adjustments are made in shift schedules if needed. Understands and follows Scheduling Guidelines. Submits work schedules reflecting overtime, holidays, and training to Director. Assures that weekly time cards are accurately completed.
• Ensure the 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 911 Center's equipment to ensure its adequate use and maintenance in order to maximize the life of the equipment and proper operation.
• Coordinates and assists in the training of new 9-1-1 dispatch employees. Coordinates and assists in a continuing education program for 9-1-1 dispatch employees. Assures training of staff meets the levels set forth by the Agency and applicable State and Federal Standards.
• Assists in developing and implementing 9-1-1dispatch staff training programs. Closely monitor and oversee new 9-1-1 dispatch staff training and development. Ensure and coordinate scheduled, mandated or needed training to preserve up-to-date knowledge and skills and improve staff performance.
• Provides in-service training and facilitates outside training as assigned.
• Monitor's 9-1-1 dispatchers job performance and makes personnel determination in accordance with Multi Agency Communications Center policy and procedure and union contract. May collaborate with the Director in the hiring, discipline beyond counseling, and termination.
• Directly supervises, coaches, counsels, disciplines and evaluates 9-1-1 dispatchers.
• Prepares and conducts employee evaluations
• Assigns work and set priorities. Oversees the operations, activities, and personnel of the communications center to assure the compliance of established guidelines, procedures, and policies.
• Receive, review, investigate and handle problems and complaints regarding specific incidents and/or employees. Investigation includes reviewing tapes, answering questions, duplicating appropriate master tapes relating to investigations and submitting finding in a written report to the Director. Recommends or performs any disciplinary action or commendations as necessary.
• Maintain a formal and informal network of communications with other 911 Centers and User Agencies on issues relating to 911. Assists in the interpreting of agency policies and procedures to employees, User Agencies and public.
• Promotes and participates in the Quality Assurance Program. Reviews Quality Assurance reports with 9-1-1 dispatchers and provides counseling/training/discipline. Reviews calls for accuracy.
• Monitors 9-1-1 Dispatcher's potential problem areas (continuing problems on radio, personality conflicts, attendance, etc.). Counsel employees regarding work habits, behavioral problems and other issues affecting the employees work performance, and may issue discipline in the form of oral and written reprimands.
• High level of knowledge and understanding of MACC Policy and Procedures and other appropriate manuals that provide thorough knowledge of MACC operations and procedures. Follows Policy and Procedure and ensures that 9-1-1 staff adheres to same.
• Proficient in using Priority Dispatching Protocols for Fire, Law, and EMS; consistently meets required standards for Priority Dispatching.
• Must maintain acceptable Quality Assurance ratings for adhering to Priority Dispatching Protocols.
• Maintains a high level of knowledge and skill regarding the equipment, policies, procedures and techniques of 911 calltaking and dispatching.
• Participates in the review of applications, administration or applicant tests, interviewing process and background investigations.
• Takes immediate disciplinary action when required, up to and including immediate emergent suspension (administrative leave) of an employee with pay. Disciplinary action which may include suspension without pay shall be referred to the Director.
• Performs a variety of front line supervisory activities including but not limited to: recommending selection of staff, training subordinates, resolving minor work and personnel problems, scheduling of personnel, reviewing/approving employee timesheets, investigating and resolving complaints/problems, motivating and disciplining.
• Completes a variety of reports and correspondence relating to shift and personnel activities including preparation of documentation for court purposes
• Represent the Agency, as assigned, at meetings and conferences. Attend and participate employer sponsored training. Ensure up-to-date knowledge of relevant issues, legislation, procedure or policy changes affecting the 911 Dispatch Center.
• Actively seeks ideas and promotes ways to raise the standards of the Agency.
• Participates with the Administration in the development, implementation, and review of Multi Agency Communications Center procedures, policies, and training programs.
• Is able to maintain professional relationships with subordinates, recognizes the level of management, and instills professionalism for the agency. Understands the relationship of "supervisor/employee" .
• Conduct 9-1-1 dispatchers meetings. Promote open communication and sharing of ideas.
• Assists in tracking the training of 9-1-1 dispatchers to ensure that all 9-1-1 dispatchers receive continuing education annually in areas set for by the Agency. Ensures that all 9-1-1 dispatch certifications are current.
• Proficient in all related duties of an 911 Dispatcher. May serve as 911 Dispatcher on designated shift; assures that dispatchers utilize breaks and relieves dispatchers during breaks as needed.
• Proficient at operating a variety of 911 Dispatch Communications equipment, including radio consoles and paging units, multi line telephone system, logging recorder, CAD software, computer software programs, and other equipment.
• Maintains a positive customer service attitude at all times with public, user agency members, co-workers and supervisors. Portrays a professional demeanor at all times with co-workers, user agencies, and public.  Displays appropriate customer service and follows MACC Mission Statement, Code of Conduct and Values Statement.
• Must be reliable and dependable and report for work on a consistent and predictable basis. Maintains an excellent attendance record.
• Knowledge of Tape Request procedures and produces tape requests. Knowledge of Public Disclosure Records Regulations.
• Maintains confidentiality and performs other duties as assigned.
• Follows the MACC chain of command policy. Supports Administration, even if does not agree with directions or decisions.
• Instills trust by follow through with directions, and completes requests in an acceptable manner.
• 9-1-1 Dispatch Supervisor receives eighty-eight (88) hours of pay each year in lieu of holidays. This pay will be spread over twelve months and will be paid in each payroll check.

 

COMPETENCIES:

• To perform the job successfully, an individual must demonstrate the following competencies
• Analytical - Synthesized complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; designs work flows and procedures
• Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully and makes decisions based on research experience and within the scope of their responsibility Follows chain of command; Develops alternative solutions; Able and willing to comply with all rules, policies, regulations and procedures whether in agreement or not
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time; manages project team activities
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares experiences with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments; Ability to exercise strong public relations abilities in the face of adverse conditions.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Listens to others without interrupting; Maintains confidentiality; Able to accept criticism objectively and in a constructive way; Keeps emotions under control; Remains open to others' ideas and tries new things; Uses work time in an efficient and productive manner.
• Communications Oral/Written  - Speaks clearly and persuasively in positive or negative situations;  ability to speak English clearly and possess an excellent vocabulary; Possess good listening comprehension skills; Responds well to questions; Demonstrates group presentation skills; Participates in meetings;
• Possess the ability to consistently think clearly; act quickly; and calmly in a wide variety of situations;  Writes clearly and informatively; Edits work for spelling and grammar; Ability to understand and follow complex oral and written instructions; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information; Ability to perform several tasks simultaneously
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed;
• Leadership - Leaders are judged by what they do and say. Sets an example that constantly reinforces expectations of others, Represents themselves and organization in a positive manner, accept responsibility, show compassion, maintain focus, take initiative, look for ways to improve, embrace change, promote positive attitude by example, be positive, combat negativity, demonstrate personal well being. Displays passion and optimism; Inspires respect and trust; mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results
• Delegation - Sets expectations and monitors delegated activities; Provides recognition for results
• Managing People - Makes self available to staff; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes and services
• Ethics - Treats people with respect; even when under pressure; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Adapts strategy to changing conditions.
• Judgment - Able to define problems, collect data, establish facts, and draw valid conclusions; Deal with abstract situations and apply common sense solutions; Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision- making process; Makes timely decisions; Exercise good judgment and make sound decisions when dealing with workplace conflict. Provide specific feedback and counseling to employees.
• Planning/Organization - Priorities and plans work activities; Uses work time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments
• Quality - Demonstrates accuracy and thorough quality of work; Looks for ways to improve and promote quality Applies feedback to improve performance; Monitors own work to ensure quality
• Quantity - Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality - Regular and consistent attendance is a condition of employment; Ensures work responsibilities are covered when absent; Able and willing to work any day of the week, weekends, and /or holidays; Able and willing to work any shift (days, swing, graveyard, or other variation); Able and willing to attend mandatory training and meetings after normal work hours; Maintains excellent attendance record; Arrives at meetings and appointments on time
• Dependability  - Follows instructions; responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Competes tasks on time or notifies appropriate person with an alternate plan; Able to get to work at odd times, (days, evenings, nights, weekends, holidays)
• Initiative - Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed;  pursues training or development that would enhance productivity; Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention
• Interpersonal - Focuses on solving conflicts, while building morale and group commitments to Administration goals and objectives; Ability to accept criticism objectively, Maintain Agency high standards for professionalism even in the absence of reciprocal behavior; Maintain confidentiality in all matters relating to information obtained
• Other Knowledge, Skills, and Abilities

1. Principles and application of supervision, training, coaching and evaluations
2. Principles of appropriate conflict resolution techniques
3. Principles and procedures related to the operation of a computer aided dispatch system
4. Principles and practices of office management, record keeping and scheduling
5. Department policies, procedures, and precedents pertaining to the dispatching of emergency equipment
6. Standard radio and telephone communications receiving and transmitting equipment; standard broadcasting procedures and rules
7. Operation of common radio dispatch equipment, public safety classification codes, provision of Washington vehicle and penal codes.
8. Incident command procedures
9. Ability to type a minimum of 30 words per minute
10. Have knowledge of basic computer data entry
11. Work with various Boards and Committees with diverse composition
12. Proficient with Priority Dispatch Protocols
13. Familiar with Quality Assurance Program Software

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Education and/or experience

• High School diploma or equivalent.
• Five (5) years of consecutive full-time public safety communications experience in a 911 communications environment, receiving evaluating, transmitting and monitoring emergency requests via telephone and/or radio for police, fire and medical services.
• Proven record for ability to Supervise others

Work Environment/Conditions

• While performing the duties of this job, the employee is regularly required to use hand to finger, handle, or feel. Approximately 90% of duties performed are in a seated position in a secure Communications Center. There is limited opportunity for physical movement. The employee must reach with hands and arms and talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust focus. Individuals must sit while observing a computer display screen under low lighting conditions for long, uninterrupted periods of time.
• Individuals must be free from physical impairments that with or without reasonable accommodation would interrupt continuous performance of a shift lasting from a minimum of eight hours.
• Work up to ten (10) hours or longer at a time continuously wearing a communications headset that will cover one ear or fit within the ear canal of one ear, and be able to still hear and understand other outside sound sources not coming to the ear piece.
• Must be prepared to stay in the Center for the full schedule shift. Uninterrupted lunch and other breaks are not guaranteed.
• Must be able to work shift work encompassing a 24 hour day, seven day week; inclusive of days, evenings, nights, weekends and holidays.
• Employees may be subject to "call back" on short notice. Employees must have a telephone line for 24 hour availability.
• Must be willing to carry a cell phone and /or pager for work related business.
• Availability to be "on call" twenty-four hours seven days a week as schedule requires.
• Work is performed in a confined environment under high stress and plays a critical role in Public Safety delivery. Must take information from callers who may be excited, abusive, foul mouthed, incoherent, drunk or hysterical.
• A probationary period of 12 (twelve) months shall be required for this position.

Other Qualifications

• Proof of eligibility to work in the United States of America
• Must be able to successfully satisfy a thorough personal history background check, which will include a criminal history check and driving record check. A psychological and polygraph examination may also be required.

Certificates, Licenses, Registrations

• Valid Washington State Driver's license required
• Must be able to pass specified EMD/CBD training and testing within 3 months of hire or as soon as training and testing are available
• Must be able to obtain WSP State ACCESS certification within 6 months of hire.
• Completion of supervisory courses or workshops.
• Priority Dispatch Certification for Fire, Law and EMS Dispatching