Communications Team Leader

Primary Purpose

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.
• Attend 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 understandable telephone and radio voice.
• Must be knowledgeable in Computer-Aided Dispatch (CAD) system. Must have knowledge of E-911 and Public Safety Dispatch systems, operations, and policies and procedures. Must have skills in supervision and dealing with subordinates.
• Must have skills in leadership and management of an emergency communications center.

• High school diploma or GED
• Four (4) years of experience as an Emergency Communications Specialist with RECC or any other Public Safety Communications facility. Previous supervisory experience in a Public Safety Communications facility is preferred.
• Must hold New Mexico DPS Basic Dispatch Certificate. Must possess current: CPR; NCIC; and ICs certifications. Must complete a thirty (30) day FTO training session with a current supervisor.
• Must possess or obtain a first line supervision and management…