Supervisor, Customer Service​/HelpDesk, HelpDesk​/Support

The City of Minneapolis is seeking a talented individual to assist members of the community by receiving calls, gathering information, and assessing customer needs as a Supervisor in the Emergency Communications Department. We're looking for motivated individuals who want to build a career while serving the community. Ideal candidates are excited to work alongside other dedicated professionals to help the residents, visitors, and businesses of Minneapolis.

911 Supervisors supervise on an assigned shift with multiple shifts of Public Safety Telecommunicator II (PST II) and Public Safety Telecommunicator III (PST III) engaged in the answering of 911 calls and dispatching responders for the City of Minneapolis.

Minneapolis Emergency Communications Center (MECC) must be staffed 24 hours a day, 7 days a week. Probationary employees are assigned shifts based on staffing needs/requirements. There is no guarantee a probationary employee will work a specific shift and may even be assigned to different shifts during their first year, based on staffing shortages and coverage needs. Employees should expect that they would work a high percentage of nights, weekends AND holidays.

After probation, employees will choose from work schedules that have been determined by management based on their seniority in their current job classification.

Minneapolis 911 forms the vital link between the public and the emergency responders. The department strives to collect and disseminate all requests for service in a prompt, courteous, and efficient manner. The department's actions help save lives, protect property, and assist the public in their time of need.

This position currently works on-site only.

The City of Minneapolis does not sponsor applicants for work visas.

• Provide shift supervision for the 911 Emergency Communications Center, overseeing the activities of all assigned staff - PST II & PST III's.
• Prepare work schedules, approve schedule changes, and manage employee absences by finding replacements to maintain service level goals.
• Shift assignments for PST II's & PST III's. Consistently monitor breaks and other necessary time away from operations positions to ensure staffing minimums are maintained.
• Audit attendance and payroll records to ensure accuracy.
• Serve in a support role in training team's daily activities providing feedback, monitoring, and encouragement.
• Mentor and monitor probationary employees to support and encourage development and success.
• Provide mentoring to staff to get the work done and to develop them through coaching, training, and reinforcement in the work that they do.
• Intercede and take over calls of PST II & PST III's to deal with challenging calls or difficult situations to diffuse and facilitate necessary service.
• Provide public education and participation at community meetings and events to inform, to exchange, to educate, and diffuse situational occurrences and/or events.
• Explain Departmental policies and procedures, City Ordinances, State laws for employees and callers.
• Investigate internal and external complaints against the Minneapolis Emergency Communications Center and make recommendations.
• Assist in preparing and conducting investigations into employee misconduct and make recommendations regarding discipline to senior leadership staff.
• Perform weekly quality assurance reports and quality assurance reports on critical events.
• Prepare annual performance appraisals and assist with preparation of employee work goals.
• Monitor computer and other technical equipment used in the 911 Center and contact technical support for assistance when required.
• Communicate with stakeholder agency representatives for consultation on dispatching decisions as required.
• Maintain, track, and update status board radio usage.
• Create and publish communication plans for critical and planned events.
• Work and collaborate with user departments to create /and update policies and procedures.
• Participate in department work groups and Enterprise work groups.
• Complete special projects or leadership team assignments as needed or requested.
• Manage and support change at the Department and Enterprise levels.

High School Diploma or equivalent.

Three years of experience in a 911 Center performing call processing and dispatching duties.

An equivalent combination of education and experience…