Telecommunications Supervisor

Responsible for receiving and processing emergency, non-emergency, and administrative calls. As assigned, work will include receiving calls through a multi-line automatic call distribution telephone system equipped with TTD/TTY, processing calls using both commercial protocols, and non-protocol questions, entry into computer aided dispatch system (CAD) using correct call classification for verification of location, and jurisdiction. Entry of appropriate narrative in CAD to ensure safety of caller, bystanders, and public safety responders, verifying appropriate dispatch priority and routing call for dispatch.

Processing of silent 911 calls to confirm or rule out hearing impaired or caller in distress. Answering and processing administrative calls and requests for referrals. When appropriate, performs database queries for confirmation of duplication of calls or pertinent location history. Incumbents are required to assist in oversight of Telecommunications staff in need of assistance and will serve as lead workers, shift administration including assigning work and monitoring work completion.

Performs difficult skilled administrative support work managing and coordinating the emergency dispatch operations of the County and related work as apparent or assigned. Work is performed under the general direction of the Telecommunications Division Head.

Our core values—Resilience, Excellence, Accountability, Customer Service, and Honesty —are the foundation of our work and the standard by which we operate. As a member of our team, you are expected to demonstrate these values in every aspect of your role. This means delivering high-quality work, taking responsibility for your actions, providing exceptional service, and maintaining integrity in all interactions. Your commitment to these principles is essential to fostering a positive workplace culture and ensuring the success of our organization and the community we serve.

• Facilitates a safe work environment where employees are treated with respect, dignity, and compassion.
• Manages performance and completes annual performance evaluations for direct reports.
• Coordinates a variety of emergency and non-emergency services to the public.
• Maintains dispatch system.
• Evaluates staff performance; takes personnel action and implements disciplinary actions; counsel staff regarding performance and employee personnel policies.
• Completes report sheet for communication center activity.
• Monitors equipment to ensure proper functioning.
• Ensures notification of proper agencies in disaster situations.
• Performs call taking and dispatching tasks of a communication supervisor to include answering 911 emergency and non-emergency calls, monitoring call traffic, operating multi-line automatic call-distribution telephone and radio console systems, and dispatching and coordinating appropriate services.
• Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies; enters and updates data into computer-aided dispatch systems; and coordinates with multiple agencies to facilitate dispatching, referral, and other departmental operations.
• Trains and coaches new and existing employees both in the classroom and on an assigned shift; documents training instructions, as assigned; monitors and tracks employee performance; assists with preparing and coordinating training sessions; and ensures that work complies with policies, procedures, and protocols.
• Performs quality assurance duties to maintain accreditation standards; evaluates 911 calls in accordance with accreditation standards; provides feedback to employees; reviews policies and procedures; and ensures that dispatch operations comply with applicable policies and procedures.
• Prepares reports, and maintains training and other records and databases; and may query confidential and general information when needed.
• Demonstrates proficiency in dispatch of both Law and Fire/EMS.
• Serves as lead workers, manages staffing, and breaks for operational personnel; mentors trainees.
• Requests and maintains high morale and motivation within the department; ensures all…