Police Communications Shift Supervisor

Supervise, assign, review and participate in the work of staff responsible for processing emergency, non-emergency and administrative calls for law enforcement agencies, emergency providers and the general public; ensure work quality in accordance with the Emergency Communication Center's mission and standards; ensure adherence to established goals, policies and procedures; coordinate and implement all in-house training activities for the Emergency Communications Center for assigned personnel and perform the more technical and complex tasks relative to assigned area of responsibility.

This is a safety sensitive position subject to random drug/alcohol testing.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Description s are not intended to reflect all duties performed within the job.

• Supervise, assign, review and participate in the work of an assigned shift of dispatchers and 9-1-1 operators who receive and process emergency and non-emergency calls; monitor phone and radio traffic to ensure procedural compliance; review case information entered into the computer system; conduct quality assurance feedback and coaching sessions with assigned employees at regular intervals.
• Communicate with the public, subordinates, peers, supervisors; interpret, explain and answer operational and procedural questions, handle complaints from citizens, employees and external customers (patrol); complete notifications to appropriate agency or person (public information unit, command staff, etc).
• Operate and monitor sophisticated communications systems (Computer Aided Dispatch, Computer Telephony Integration, Radio System); initially troubleshoot issues and report appropriate failure to the correct person(s).
• Assess employees' compliance with procedure, assist in development of employee skills and abilities by providing constructive criticism, recognition and corrective action when necessary; conduct quality assurance feedback and coaching sessions with assigned employees at regular intervals; provide both verbal and written feedback and involving the discipline process if indicated.
• Review statistical data which outlines center and employee performance; adjust schedules (breaks/lunch) as necessary to achieve performance goals.
• Coordinate and implement all in-house training activities for the Emergency Communications Center for assigned personnel.
• Prepare and complete analytical and statistical reports and memos as required.

• Appear in court as subpoenaed.
• Remain current on job specific procedures through attending training courses in order to apply appropriate methodologies.
• Perform related duties and responsibilities as required.

Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis. Exception:
The two (2) years experience in emergency 9-1-1 Police radio dispatching are not interchangeable.

• Associate's degree from an accredited college or university in communications or criminal justice; and
• Three (3) years in a public safety communications center with two (2) of the three (3) years experience in emergency 9-1-1 Police radio dispatching.
• Possession of National Incident Management System (NIMS) Certification preferred.

• Possession of a NCIC Certification within one (1) year from date of hire.
• Possession of a New Mexico Department of Public Safety Telecommunicator Certification within one (1) year from date of hire.

Holidays, weekends, irregular hours and shift work may be required with possible extension of shift hours, at times with short notice.

24/7 emergency dispatch operations center environment; secure indoor environment, exposure to computer screens; frequent exposure to noise levels which may cause distractions; work in confined spaces, irregular work hours and shifts.

Essential and supplemental functions may require maintaining physical conditions necessary for sitting long periods of time and working on routine, emergency situations under stressful conditions; light lifting; bending, stooping, kneeling, twisting, turning, squatting, walking and pushing; extensive use of computer keyboard, mouse and monitor.