Telecommunicator Supervisor

Under general supervision, performs specialized, emergency communications work in the County's enhanced 911 Communications Division which involves taking calls, radio dispatching, and computer entry of all calls received. Qualified to train Telecommunicator I, Telecommunicator II, and Telecommunicator III personnel. Coordinating the operation of dispatching functions; maintaining dispatch system; monitoring and operating radio frequencies; performing administrative tasks; training staff; maintaining records; preparing reports;

managing computer systems. This classification works on an assigned (12) hour shift and reports to the 911 Operations Manager. Answer 911 lines, non-emergency administrative lines, TTY lines, text-to-911 lines and obtains and properly verifies the location of service. Assist callers using EMD protocols and ProQA software. Has a working knowledge, implements and enforces Emergency Services and CCOM directives and procedures.

Utilizes the Computer Aided Dispatch (CAD) system for call processing and dispatching, mapping, monitoring and reporting. Runs short reports, as requested by outside agencies and to gauge performance of squad members. Operates a computerized, multi-channel two-way radio to transmit and receive messages, establish and maintain patches, and monitor responder activity. Accesses and uses recording equipment to playback and/or save audio files as needed.

Operates the telephone system to include transferring, re-bidding, speed dial and other functions essential to daily operations. Operates the State Bureau of Investigation's Division of Criminal Information computer. Maintains an on-call list for various county departments and other agencies. Maintains required job certifications. Acts as the liaison for the squad when reporting to the Operations Manager. Completes required continuing education to maintain certifications.

Responsible for meeting minimum individual performance standards and requiring employees to do the same. Conducts training of Telecommunicator personnel as required. Establishes and conducts regular squad meetings with staff. Identifies training need and oversees squad training based on performance. Responsible for employee performance evaluations and daily shift performance and routine goal setting for all employees. Required to perform supervisory duties.

Performs other related duties as assigned.

Will limit access to protected health information (PHI) to the information reasonably necessary to do the job. Will share information only on a need to know basis for work purposes. Access to verbal, written, and electronic PHI for this job has been determined based on job level and job responsibility within the organization. Computerized access to PHI for this job has been determined as described above and is controlled via user  password.

Stays abreast of laws related to Public Safety Communications;
Ensures compliance to HIPAA, Public Right to Know Act, North Carolina General Statutes, and other applicable laws.

Conveys or exchanges information with poise, voice control, and confidence to others including receiving instructions, assignments, or directions from superiors.

Reads and prepares a variety of reports, correspondence, logs, and operation manuals.

Coordinates hands and eyes rapidly and accurately in using office equipment.

Requires the ability to differentiate between colors and shades of color.

Performs a variety of duties, often changing from one task to another with frequent interruptions and/or distractions.

Has working knowledge of the geographical layout of the County including subdivisions, location of streets, important buildings and other landmarks. Has working knowledge of the operation of two-way radio equipment and related Federal Communication Commission regulations. Has knowledge of the operation and location of law enforcement and emergency service units. Has skill in the operation of emergency communication equipment and computer systems and databases utilized by the department.

Elicits information necessary for proper dispatching from persons who may be distressed. Exercises sound judgment in emergency situations. Has the ability to deal tactfully and courteously with the public. Has the ability to maintain effective files, records, and reports.

Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of…