Communications Supervisor

POSITION REPORTS TO

911 Operations Manager

911 Calltaker/Dispatcher

43-5031, Police, Fire, & Ambulance Dispatchers; 43-1011, First-Line Supervisors/Managers of Office and Administrative Support Workers

Supervise/manage/direct the selection, training, development, appraisal, and work assignments of personnel.

• Subject to post offer, pre-employment drug screen.
• Subject to a pre-employment criminal background check and pre-employment polygraph.
• Subject to signing a confidentiality agreement.
• As a position directly affecting the safety of others, the employee will be required to comply with all provisions of City of Enid’s substance abuse policy, including random drug and alcohol testing.
• Keyboarding speed of 45 wpm.
• English proficiency

Ensure public safety through the effective oversight of a 911 Emergency Call Center.

• Direct and coordinate a shift within the 911 Department of Enid Police Department, including the management of staff to function effectively within the operational budget.
• Serve as the shift communications commander during emergency and critical incident operations until relieved by uniformed services supervisor or higher authority.
• Supervise the work of 911 dispatchers to ensure adherence to quality standards, including implementing the echoing technique, and other proper procedures. Determine methodology for preventing and correcting errors or problems.
• Investigate incidents of operator error, substandard performance and/or misconduct and apply appropriate discipline. Obtain supervisory review as needed.
• Determine response requirements and relative priorities of situations, and dispatch units via radio communication in accordance with established procedures.
• As needed, operate emergency and administrative lines and disseminate calls received, including call taking and dispatching for animal control and rural fire departments. Record details of calls, dispatches, and messages.
• Question callers to determine their locations, and the nature of their problems in order to determine type of response needed.
• Enter, update, and retrieve information from teletype networks and computerized data systems regarding wanted persons, stolen property, vehicle registration, and stolen vehicles, etc.
• Interview, select, train, and appraise personnel, including performance evaluations at the end of probation and annually, or as otherwise determined. Evaluate the work of staff in order to ensure that work is of appropriate quality and that manpower resources are used effectively. Ensure adequate cross training of staff, including assignment of trainers to new personnel.
• Implement organizational and departmental policies, procedures, and service standards in conjunction with management. Analyze internal processes and recommend and implement procedural or policy changes to improve operations. As directed, set goals/deadlines for shift.
• Interpret and communicate work procedures and company policies to staff.
• Monitor inventory levels, and requisition or purchase supplies as needed.
• Prepare and issue work schedules, deadlines, and duty assignments of 911 staff. Process vacation and sick leave forms.
• Validate National Crime Information Computer entries with reporting party once a month.
• Maintain confidentiality of records, including but not limited to private health information.
• Other duties may include:
• Maintenance and oversight of one or more of the following:
  
  NCIC database, warrant database, alarm permit database, complaint file database, daily filing, etc.
• Maintenance of a training curriculum and tracking of employee training files.
• Provide assistance to other departments as needed.
• Perform other duties as required.

• The assigned 911 shift runs smoothly and efficiently.
• Emergency phone calls are handled with speed, accuracy, and according to policy and procedure. Dispatch errors are eliminated due to supervisory intervention and adherence to proper echoing and dispatch techniques.
• Information is entered accurately and efficiently into relevant databases. Database systems are monitored for errors and quality control.
• Special project goals are met, i. e. training curriculum, etc.
• Supervised employees are well trained and provide excellent customer service.
• Effective working relations exist with City personnel.
• New employees are well trained and assisted. Management is appropriately informed.
• Employee understands and adheres to applicable safety policies.
• The City’s professional reputation is maintained.

One-year certificate from college or technical school and six months to one year related experience and/or training; or equivalent combination of education and experience. Supervisory experience preferred.

OLETS Certification (within 1 year). Completion of Enid 911 training curriculum (within 1 year).

• Personnel and Human Resources: Knowledge of…