911 Telecommunicator Shift Supervisor

Scotland, County of (NC); Laurinburg (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Scotland County is seeking an experienced supervisor for the 911 Communications Center. The role involves supervising dispatch on an assigned shift while performing Telecommunicator duties, and coordinating emergency responses with police, fire and EMS units.

The successful candidate will manage call taking, operate CAD systems, and ensure adherence to procedures. Strong organization, confidentiality, and the ability to work varied shifts are essential.

Qualifications

• Graduation from high school with specialized emergency communication coursework or equivalent experience.
• Prefer an Associate’s Degree in communication, business administration, technology or related field.
• Experience in emergency communications and supervision is desirable.
• Ability to obtain NC certification as a DCI Operator within 120 days from hire.
• Ability to obtain Emergency Telecommunicator, EMD, EFD, and CPR certifications within 6 months.

Responsibilities

• Receive, screen and prioritize emergency and non-emergency calls and relay to officers or command personnel as appropriate.
• Operate multi-frequency radio and CAD system; monitor alarms; access teletype and other devices.
• Condense information into readable remarks and recall necessary codes and acronyms.
• Maintain SOP knowledge and familiarity with dispatch center procedures and manuals.
• Make rapid, accurate decisions impacting public safety outcomes.
• Supervise dispatch operations on assigned shift and assist with training and QA.

Skills

Communications

Team supervision

Call taking

Emergency dispatch

Education

High school diploma or GED

Associate’s degree (preferred)

Tools

CAD system

TDD/TTY equipment

Job description

We are glad you are interested in joining our team and serving the citizens of Scotland County ! Scotland County employees work to improve the wellbeing and safety of citizens' lives. As a county employee you will work with others who value respect, teamwork, dependability, accountability, innovation and excellence. We offer flexible work scheduling and a full benefits package including medical insurance, vacation, paid holidays, and membership in the North Carolina retirement system.

An employee in this class performs responsible communications and related work for the County’s law enforcement, fire and emergency services functions. They will also serve as a supervisor in the 911 Communications Center on an assigned shift while also performing the duties and responsibilities of a Telecommunicator.

• Receive, screen and priorities emergency (E911) and non-emergency telephone calls for service from the public requiring law enforcement, emergency medical service (EMS), or fire department attention and relay to officers or command personnel, as appropriate.
• Operate a multi-frequency radio and computer-aided dispatch system, accesses teletype, monitors alarms systems, operates playback tape recorders, operates TDD/TTY, and operates security devices and other related communication equipment located throughout the Center.
• Must condense large amounts of information into readable, sensibly typed remarks in a timely manner and have the ability to recall numerous acronyms and codes essential to appropriate call processing.
• Maintains familiarity with the Standard Operating Procedures and appropriate manuals that provide thorough knowledge of Multi Agency Communications Center operations and procedures.
• Evaluates information received and utilizes protocols provided through the computer-aided dispatch system to determine appropriate action or actions to be taken.
• Works shift work during evenings, nights, weekends, and holidays and must be available to work extended shifts and be subject to emergency callout(s).
• Must be able to work effectively in a disciplined environment with close supervision and carry out lawful orders according to policies regardless of personal agreement.
• Must continually demonstrate a high level of mental stability and professionalism.
• Enters information into the computer at a minimum rate of 30-35 words per minute.
• Deals with sensitive information in a discreet and professional manner by maintaining confidentiality.
• Maintains a positive customer service attitude at all times with public, user agency members, co-workers and supervisors.
• Dispatches police, fire, ambulance or other emergency equipment as needed in accordance with operational policies and procedures to the location of the call for assistance.
• Interpret Scotland County and City maps as necessary through use of computerized mapping software, wall maps and map books; relay emergency and non-emergency cellular 911 calls received from outside Scotland County to the appropriate agencies using regional geographic knowledge, maps and other resources.
• Assist in maintaining computerized Master Street Addressing Guide (MSAG) and E911 database for Scotland County by collecting incorrect E911 address and data and immediately relay to the Communications Supervisor to handle the problem.
• Make rapid, accurate decisions which affect the outcome of other public safety services.
• Assists other dispatchers as necessary and when not occupied with primary duties or if occupied with duties of lower priority.
• Must be reliable and dependable and report for work on a consistent and predictable basis.
• Follow the chain of command per agency policy.

Additional

• Supervises shift in the dispatching of law enforcement, fire and emergency medical service units to emergencies; maintains computer aided dispatch (CAD) log and recording and status control devices; provides pre-arrival medical instructions to callers requiring emergency medical services.
• Assists in training personnel in the methods and procedures of call taking, law enforcement, emergency medical services, rescue and fire dispatching, and related work.
• Supervises and participates as required in the broadcast of public safety communication; relays information to other emergency services; answers 911 calls for services and non-emergency calls as required; initiates and maintains direct contact with field personnel.
• Assists in monitoring employee performance and makes disciplinary recommendations as appropriate.
• Participates in supervisory, leadership, and career development training.
• Assists in overseeing the use of equipment, notifying the appropriate department/agency for repair or replacement when necessary.
• Reports to Supervisor of Emergency Communications any significant status changes in personnel, equipment, and incidents of significance.
• Serves as Assistant Terminal Agency Coordinator (ATAC) for the Communications Center.
• Assists with creating and monitoring schedule; locates shift coverage when needed.
• Assists with quality assurance and improvement processes for call taking protocols.
• Ensures completion of and reviews daily shift reports.
• Performs other related duties as assigned.

Graduation from high school supplemented with specialized course work in emergency communication and considerable experience in emergency communications; including progressive supervisory experience; or an equivalent combination of education and experience. Prefer an Associate’s Degree in communication, business administration, technology or related field from an accredited community college.

Special Requirement

• Ability to obtain certification by the North Carolina State Bureau of Investigation as a DCI Operator within 120 days from the date of hire.
• Ability to obtain certification as Emergency Telecommunicator, EMD, EFD, and CPR certification within 6 months from the date of hire
• Appointment as an Assistant Terminal Agency Coordinator (TAC).
• Ability to obtain ICS 300 and 400 within one year from date of hire.
• Possession of a valid NC Driver’s License

• Criminal Records check, drug screen, references and transcripts will be required for the successful candidate;

• All applications will be considered but not necessarily interviewed;

• Resume in lieu of a completed application is not acceptable;

• Degrees must be received from appropriately accredited institutions;

• Must attach a copy of your college transcript to the online application;

We are anEqual Opportunity EmployerandE-Verify Participant.