Communications Shift Supervisor

LAPEER COUNTY
911 CENTRAL DISPATCH COMMUNICATIONS SHIFT SUPERVISOR General Summary Under the supervision of the Executive Director and Deputy Director, functions as a working supervisor of Communications Specialists on an assigned shift. Oversees all dispatch operations on a shift and assists in resolving operational problems. Ensures compliance with all dispatch regulations and policies. Regularly performs all of the functions of a communications specialist, including receiving calls and dispatching law enforcement officers, fire departments, and emergency medical services throughout the County;

maintaining radio communications with patrol units; operating a LEIN terminal; and searching and providing necessary information to officers.

Essential Functions

Note:

Percentages reflect the approximate proportion of time spent on each functional area.

Communications Specialist Functions
1. Regularly performs all of the functions of a Communications Specialist, including:~55%
Receives calls for emergency police services, collects necessary information on location, nature of incident and status, information on suspects, weapons, and other information. Determines the priority of the call, which agency should respond, and whether the call requires more than one police unit.

Receives calls for emergency fire and ambulance, collects necessary information on location, nature of incident, status, and other vital information, and dispatches to appropriate department.

Operates a Computer Aided Dispatch system and various other related telecommunications equipment. Dispatches appropriate unit(s) by priority, availability, and location, utilizing familiarity with several radio frequencies, and the ability to tone out or page the appropriate agency. Communicates with field units using the appropriate terminology.

Keeps callers on phone as appropriate to provide status information on incident, provides pre-arrival instructions on medical situations prior to the arrival of emergency medical personnel, or otherwise assist in or stabilize an emergency situation. Asks questions according to medical priority program prior to arrival of emergency units.

Maintains knowledge of the location of city and county roads, streets and limits, hospitals, schools, major public and private buildings, housing areas, road and street construction, detours, and other information that may impact emergency vehicle routing.

Monitors the movement of all officers and maintains continual awareness of their location.

Assists departmental and other law enforcement personnel by making telephone calls to obtain information and call utility companies, wreckers, and others. This function includes, but is not limited to:

Dispatches specialized response teams as needed

Handles texts / Rapid SOS notifications

Dispatches fire departments and officers and maintains their statuses

Operates a LEIN computer terminal to obtain information on subjects, vehicles, and other information and relay to officers in the field.

Answers non-emergency telephone lines and responds to inquiries, directs calls, and takes messages.

Personnel Management & Training
2. Supervises Communications Specialists assigned to the shift by assigning work, monitoring performance, coaching employees, documenting performance, conducting evaluations, recommending and administering corrective action consistent with County policy and collective bargaining agreements, and ensuring compliance with departmental standards. ~15%3. Makes work assignments and responds to operational questions on the shift. Provides assistance and guidance to staff on unusual or emergency situations.
4. Assumes command responsibility for shift operations in the absence of executive leadership and makes operational decisions necessary to maintain continuity of emergency communications services.
5. Trains staff in Computer Aided Dispatch System changes and upgrades. Updates training manuals as necessary; conducts and documents in-service training of communications specialists. ~5%6. Provides LEIN operator training to newly hired Communications Specialists and provides refresher or corrective LEIN training to existing staff as directed or required.

Quality Assurance & Records
7. Maintains records and activity summaries for the shift. Reviews, evaluates, and supervises data entry of appropriate records into LEIN/NCIC.
8. Provides address discrepancy information to appropriate parties to ensure accuracy of address file.
9. May review recordings for agencies, complaints, and other purposes.
10. Evaluates employee performance through formal quality assurance reviews of a minimum of ten (10) calls per Communications Specialist per month; identifies training deficiencies and trends, develops corrective action plans, and monitors improvement. Documents results and provides written feedback to the employee and the Executive Director or Deputy Director. ~5%
Supervisory Administrative Functions
11. Assists with or participates in the following supervisory…