Lead Telecommunicator

The 911 Lead Telecommunicator performs advanced emergency communications work involving the receipt, processing, and dispatching of emergency and non-emergency calls for service. This position provides supervisory support to ensure efficient operation of the 911 Communications Center in the absence of the Telecommunications Supervisor.

The Lead Telecommunicator assists the Shift Supervisor with daily oversight of staff, training and mentoring of new telecommunicators, quality assurance, and coordination of communications during critical incidents. This role acts as a supervisor in the absence of the Shift Supervisor, ensuring continuous leadership coverage and maintaining high operational standards.

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.

* Serves as the lead dispatcher and point of contact for telecommunicators during assigned shifts.

* Assists the Shift Supervisor in monitoring employee performance, providing feedback, and ensuring adherence to established policies, procedures, and protocols.

* Trains and mentors new telecommunicators as a Field Training Officer (FTO), ensuring proficiency in call-taking, dispatching, and use of technology systems.

* Coordinates workflow and assigns tasks to ensure adequate coverage and efficient response to calls for service.

* Provides technical and operational guidance to telecommunicators in handling complex or high-priority incidents.

* Assists in quality assurance reviews, identifying areas for improvement and contributing to staff development.

* Prepares reports, maintains records, and assists with shift briefings and documentation.

* Acts as the Shift Supervisor when designated or during absences, maintaining communication with command staff and field units.

* Ensures a professional, calm, and focused environment during high-stress or emergency situations.

* Performs all duties of a certified telecommunicator as needed.

* Performs work during emergency/disaster situations

* Performs assigned functions as a Disaster Ready Team (DRT) member, if appointed or volunteer

* Performs related tasks as required.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Thorough knowledge of the methods of operating two-way communications systems; thorough knowledge of radio code system and teletype procedures; thorough knowledge of the geography (reading maps) of the county and location of important buildings; ability to type at a reasonable rate of speed; ability to speak distinctly; ability to deal with the public under stressful conditions and remain calm; ability to operate standard office, data entry and computer equipment (windows based) and communication consoles;

ability to establish and maintain effective working relationships with associates and the general public. Ability to lead and motivate staff, maintain composure under pressure, and make sound decisions in emergency situations. Skilled in training, mentoring, and evaluating telecommunicator performance. Strong verbal and written communication skills and the ability to maintain effective working relationships with staff, field personnel, and the public.

Proficiency with CAD systems, radio communications, and computer applications used in emergency dispatch operations.

Physical Requirements:

This work requires the frequent exertion of up to 10 pounds of force and occasional exertion of up to 50 pounds of force; work regularly requires standing, walking, sitting, speaking or hearing, using hands to finger, handle or feel and repetitive motions, frequently requires reaching with hands and arms and pushing or pulling and occasionally requires climbing or balancing, stooping, kneeling, crouching or crawling, tasting or smelling and lifting;

work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions to others accurately, loudly or quickly; hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications and/or to make fine distinctions in sound; work requires preparing and analyzing written or computer data;

work frequently requires exposure to wet,…