9-1-1 Assistant Communication Supervisor

County of Lancaster; United States; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Comprehensive healthcare coverage

Pension plan

Flexible spending accounts

Tuition reimbursement program

Paid time off (sick)

Vacation

Holidays

Employee assistance program

Family medical leave

Job summary

Lancaster County seeks a qualified individual to assist in administering the telecommunications staff and supervising with fairness and tact. The role involves coordinating resources, completing projects assigned by the Communications Supervisor, and ensuring service quality for the 9-1-1 system.

The position reports to the 9-1-1 Communications Supervisor and requires strong leadership, communication, and decision-making skills to handle fast-paced emergencies and complex scheduling.

Qualifications

• High school diploma or GED.
• Three (3) years' experience in a PSAP as a 9-1-1 Telecommunicator III or equivalent position.
• Any equivalent combination of experience and training which provides the required knowledge, skills, and abilities may be substituted year for year.

Responsibilities

• Identify and intervene in high-risk behavior.
• Handle multiple priorities with deadlines and cross-organizational communication.
• Make competent decisions in fast-paced, multi-tasking situations affecting LCWC services.
• Analyze, compose, and maintain performance appraisals for staff.
• Ensure adequate staffing and cross-training; redeploy personnel.
• Supervise staff in accordance with business practices.
• Address complaints; maintain confidentiality of sensitive information.

Skills

Teamwork

Communication

Decision making

Multitasking

Leadership

Adaptability

Education

High school diploma or GED

Three years PSAP experience as 9-1-1 Telecommunicator III

Experience and training equivalence

Job description

Compensation Range:

Our full-time positions come with an array of excellent benefits including

• comprehensive healthcare coverage
• a pension plan
• flexible spending accounts
• even a tuition reimbursement program

At Lancaster County, we understand the importance of work-life balance.

That's why we offer

• paid time off for sick
• vacation
• holidays
• an employee assistance program
• family medical leave

Job Description

JOB SUMMARY

An employee in this class has the responsibility to assist in the administration of the telecommunications staff. This work requires proper skills in the efficient use and assignment of resources to assure completion of work schedules and tasks. Complete projects as assigned by the Communications Supervisor. Employee must be able to supervise with fairness, impartiality and tact.

REPORTING RELATIONSHIPS

Work is performed under the general supervision of the 9-1-1 Communications Supervisor.

ESSENTIAL JOB FUNCTIONS

• Employee must be able to identify and intervene in high-risk behavior.
• Must perform work that involves multiple priorities, complex and numerous tasks, deadlines, constant communication across organizational boundaries, limited resources, with little if any precedents or guidelines.
• Must perform competent decision making in fast-paced, multi-tasking situations, which will directly impact the systems used by LCWC and the service provided by LCWC.
• Analyze, compose, and maintain performance appraisals for staff members assigned to them.
• Maintains adequate staffing at all times and redeployment of personnel as required allotting time for cross training.
• Provides supervision of staff in accordance with acceptable business practices.
• Responsible for receiving, researching and responding to complaints.

OTHER SPECIFIC TASKS OR DUTIES

• Conducts performance appraisals for those employees under his/her charge.
• Must present a proper appearance in accordance with LCWC Handbook Section 4.4.
• Administers action plans and other corrective action, when needed.
• Addresses personnel matters, as assigned.
• Coordinates and monitors 9-1-1 Telecommunicator shift transfers and leave request patterns.
• Completes all associated paperwork regarding telephone system, computer equipment malfunctions and forward to appropriate staff for resolution.
• Ensures staff actions follow established policies and procedures.
• Maintains confidentiality with regards to business conversations, employee information and departmental correspondence.
• Maintains skills as a 9-1-1 Telecommunicator at all call-taking/dispatching positions in the event this individual must work at a dispatch position.
• Other duties assigned by the 9-1-1 Communications Supervisor.

MINIMUM QUALIFICATIONS

• High school diploma or GED.
• Three (3) years' experience in a PSAP as a 9-1-1 Telecommunicator III or equivalent position.
• Any equivalent combination of experience and training which provides the required knowledge, skills, and abilities may be substituted year for year.

KNOWLEDGE, SKILLS AND ABILITIES

• Maintains regular and predictable attendance in accordance with LCWC Employee Handbook Section 9.4.
• May be required to work outside of normal business hours to attend meetings or in an emergency situation.
• Employee must be able to adapt to an ever-changing work environment and must be able to talk out differences and express opinions with staff.
• Exhibits strong teamwork skills and must process co-workers’ input both positive and negative, in a professional manner.
• Must be able to provide own transportation to meetings, trainings, appointments and able to access those locations with reasonable accommodations.
• Thorough knowledge of the operations and infrastructure systems of LCWC and various public safety agencies.
• Employee must have the ability to plan and supervise the work of others effectively.
• Project a positive image by being supportive and cooperative with LCWC Staff, public safety personnel, public officials, news media, and the general public at all times.

REQUIRED LICENSES/CERTIFICATIONS/CLEARANCES

• Must possess a valid Pennsylvania Class "C" operator’s license.
• Must maintain CLEAN, CPR, EMD, EFD, EPD, JNET, & 800.
• Must consent and pass a drug screening.
• Must attend Successful Supervision Class within two years of accepting this position.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• An employee in this class must be able to communicate, sit, stand, walk, reach and twist frequently.
• Employee must be able to sit and stand for extended periods of time.
• Employee will troubleshoot PSAP equipment, as well as other computer and building systems.
• Therefore, employee must be able to pull, push, kneel and squat occasionally.
• Lifting up to 10 pounds will be performed frequently and lifting up to 50 pounds may be required on occasion.

Lancaster County offers comprehensive benefits to our employees.

Equal Employment Opportunity

Lancaster County Government provides Equal Employment Opportunity for all persons regardless of race, religion, age, sex, national origin, genetic information or disability. The County also observes all applicable laws regarding Veterans status. The County reflects this action in all areas of employment and compensation practices and policies. Employment with the County is based upon the ability to perform the job as well as dependability and reliability once an individual is hired.

About Us

Working for Lancaster County offers not just a job, but a chance to thrive both professionally and personally. The benefits package for full-time employees, including paid time off, health insurance and flexible healthcare plans, ensures that you feel valued and supported in your role. With employee assistance program, tuition reimbursement and more, you'll have the resources you need to provide excellent service to the 550,000 residents of Lancaster County. With 1,600 full-time employees and 300 part-time employees spread across 40 departments, there are plenty of opportunities for growth and development within the county. Whether you're interested in human services, public safety, administration, or any other field, there's a place for you to make a difference and advance your career. Lancaster County itself is a vibrant and diverse community, offering something for everyone. From the peaceful farmland to the bustling city and towns, there's always something new to discover. Whether it's exploring farmers markets, enjoying local cuisine, or immersing yourself in the rich history of the area, Lancaster County has endless opportunities for you and your family to learn, explore, and enjoy. Joining the team at Lancaster County means becoming part of a community dedicated to maintaining and improving this wonderful place we call home.