Emergency Communications Assistant Supervisor

The City of Richmond Department of Emergency Communications, Preparedness and Response is seeking qualified candidates to fill the position of Emergency Communications Assistant Supervisor
. This position assists in the supervision and training of staff, ensures quality assurance, creates reports, provides feedback, and assists with scheduling, training, recruitment, testing and selection. The selected candidate must be committed to providing leadership to the Emergency Communications Officers and delivering excellent service as first responders in emergency situations.

• Monitor radio and telephone calls to ensure compliance with customer service and delivery protocols.
• Analyze emergency situations to determine and implement the best course of action.
• Deliver employee performance evaluations using data collected by monitoring results and observation.
• Assist in the training and development of employees and contribute to retention efforts.
• Schedule staff.
• Adhere to policies and procedures.
• Conduct employment interviews and make recommendations for selected candidates.
• Investigate complaints from internal and external sources.
• Provide recommendations to address employee performance concerns and suggest disciplinary action when needed.
• Perform supervisory, administrative, and technical duties.

This position is considered Essential Personnel; the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather. The position requires rotating shifts, routine weekends, holidays, and overtime assignments.

• High School Diploma or GED.
• One year of advanced training in emergency communications.
• Two years of emergency communications and dispatch experience.
• An equivalent combination of training and experience may be used to meet the minimum qualifications as approved by the department.

• Eligible for VCIN/NCIC certification.
• Must have or obtain DCJS certification within one year of employment.
• Must pass a critical skills examination and a suitability assessment.
• Must pass an extensive background investigation, including local, state, and federal criminal history check and drug screening; no felony convictions.
• Must obtain and maintain IAED EMD, EPD, and EFD certifications.
• Available to work day, evening, or midnight shifts; up to a 12‑hour regular shift; weekdays and weekends; holidays; mandatory overtime. Incumbents must be available during inclement weather, disasters, and emergencies.

• DCJS Telecommunication certification preferred.
• At least two years of experience supervising others in a fast‑paced environment with a wide range of emergency service providers.

Knowledge:

• Basic dispatch codes, standard abbreviations, and industry terminology used by EMS, fire, and law enforcement.
• Computer programs such as Microsoft Office Suite.
• E‑911 computers and electronic databases (CAD, Open Fox, RMS, Central Com, Nick Inform Client, etc.).
• Emergency communications practice and procedures.
• General knowledge of police, fire, and EMS.

Skills:

• Answer calls within allotted time.
• Coaching, mentoring, and counseling employees.
• Communicating with internal and external departments.
• Dispatching within allotted time.
• Ensuring department policies and procedures are reviewed and adhered to.
• Holding a ready status of 80/20%.
• Overseeing daily operations including phone and radio operations.
• Performing administrative supervisory duties (leave records, payroll, etc.).
• Data entry.
• Maintaining an abandon rate of 5% or less.
• Providing leadership to staff.
• Typing.
• Using phone systems such as Intrado.
• Using equipment such as Motorola handheld radios, copiers, fax machines, etc.
• Interpersonal communication.

Abilities:

• Show empathy and compassion.
• Lead and motivate others.
  
  Multi‑task.
• Problem solve.
• Handle stressful situations.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss…