Communications Team Leader

Job Title

Emergency Communications Supervisor

To provide first line supervision to the employees who perform a variety of routine clerical, administrative and technical work in receiving and dispatching routine and emergency information; provide life-saving instructions over the phone, accurately document incidents/reports from citizens for emergent and non-emergent calls, and dispatch first responders to emergency situations. Train employees in proper telephone call procedures and related communication equipment;

keeping official records; and assisting in the administration of the policies and procedures and standard operating guidelines of the Santa Fe Regional Emergency Communications Center (RECC).

Works under the supervision of the Communications Manager and the Director of RECC and manages the day-to-day operations.

Supervises all levels of Emergency Communications Specialists and Call-takers in RECC.

Incumbents must be willing to work any day of the week (including weekends and holidays) and any hours of the day or night.

Receives, processes and provides instruction for calls of a medical nature utilizing Emergency Medical Dispatch Protocols.

Provides training and feedback to new Emergency Communications Specialists in accordance with the RECC training guidelines.

Participates in the selection and hiring of RECC personnel; provides or coordinates Emergency Communications Specialist training; works with employees to correct deficiencies; recommends and implements discipline procedures, conducts performance evaluations.

Supervises and monitors telephones and radio in the emergency dispatch center, supervises and answers incoming calls and ascertains nature of call, gathers all necessary information to transmit or relay information.

Supervises and operates radios and dispatches law enforcement, fire, EMS and other units for emergency responses; broadcasts nature, location and time of incident; contacts all required personnel and other local concerns of an emergency situation; relays information as required.

Supervises and maintains logs of radio and telephone communications, location of personnel and equipment; in the event of an emergency situation, maintains on-going contact with the responding personnel and keeps them informed of all incoming pertinent information; keeps track of various information such as traffic lights out and streets closed and keeps emergency personnel and general public informed.

Prepares work schedules for RECC Emergency Communications Specialists to ensure adequate staffing of the emergency dispatch center.

Trains RECC Emergency Communications Specialists in the proper telephone call procedures and related computer equipment.

Supervises and makes entries and inquiries on NCIC computer system; makes sure that all Emergency Communications Specialists are certified in the operation of NCIC and NMLETS systems.

Inputs data to standard office and department forms – both manual and automated.

Maintains dispatch documents and records, updates operations manuals.

Does performance evaluations on Emergency Communications Specialists.

Assists the Communications Manager and Director of RECC in various projects as requested.

Attends seminars, workshops, and periodic training classes in communications.

Accurate typing minimum of 35 wpm.

Working knowledge of computers and electronic data processing; working knowledge of modern office practices and procedures; working knowledge of street locations and geography of the areas served.

Some skill in operation of the listed tools and equipment; skill in communications, interpersonal skills as applied to interaction with coworkers, supervisors, the general public, etc., sufficient to exchange or convey information and to provide work directions.

Demonstrated ability to communicate clearly and concisely, both orally and in writing; ability to effectively deal with the public. Good diplomacy and good decision-making skills.

Accuracy in work performed and the ability to follow oral and written instructions and guidelines. Perform tactfully and proficiently under stress. Present with a clear and…