Police Communications Shift Supervisor

Police; Albuquerque (NM); On-site; USD 55,000 - 75,000; Full time

Job summary

Police Department seeks a supervisor for the Emergency Communications Center to oversee dispatch staff handling emergency and non-emergency calls. You will ensure quality, train personnel, and coordinate in-house activities while maintaining compliance with policies.

Requirements include an associate degree in communications or criminal justice and multiple years in public safety communications, with NCIC and NM Telecommunicator certifications due within one year of hire.

Qualifications

• Bachelor's degree not specified; two key degrees and experience requirements apply.
• Experience: 3 years in a public safety communications center with 2 years in emergency 9-1-1 Police radio dispatching.
• National Incident Management System (NIMS) Certification preferred.
• Two certification requirements: NCIC and NM Telecommunicator Certification within 1 year of hire.

Responsibilities

• Supervise, assign, review and participate in the work of an assigned shift of dispatchers and 9-1-1 operators.
• Monitor phone and radio traffic for procedural compliance and QA.
• Operate and troubleshoot CAD/CTI and radio systems, report outages.

Skills

Supervision

Quality assurance

Coaching

Operations communication

Education

Associate's degree in communications or criminal justice

Tools

CAD/CTI systems

Radio systems

Job description

Supervise, assign, review and participate in the work of staff responsible for processing emergency, non-emergency and administrative calls for law enforcement agencies, emergency providers and the general public; ensure work quality in accordance with the Emergency Communication Center's mission and standards; ensure adherence to established goals, policies and procedures; coordinate and implement all in-house training activities for the Emergency Communications Center for assigned personnel and perform the more technical and complex tasks relative to assigned area of responsibility.

This is a safety sensitive position subject to random drug/alcohol testing.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

ESSENTIAL FUNCTIONS: Essential functions may include, but are not limited to thefunctions listed below. Must be able to perform the essential functions of thejob with or without a reasonable accommodation.

1. Supervise, assign, review and participate in the work of an assigned shift of dispatchers and 9-1-1 operators who receive and process emergency and non-emergency calls; monitor phone and radio traffic to ensure procedural compliance; review case information entered into the computer system; conduct quality assurance feedback and coaching sessions with assigned employees at regular intervals.
2. Communicate with the public, subordinates, peers, supervisors; interpret, explain and answer operational and procedural questions, handle complaints from citizens, employees and external customers (patrol); complete notifications to appropriate agency or person (public information unit, command staff, etc).
3. Operate and monitor sophisticated communications systems (Computer Aided Dispatch, Computer Telephony Integration, Radio System); initially troubleshoot issues and report appropriate failure to the correct person(s).
4. Assess employees' compliance with procedure, assist in development of employee skills and abilities by providing constructive criticism, recognition and corrective action when necessary; conduct quality assurance feedback and coaching sessions with assigned employees at regular intervals; provide both verbal and written feedback and involving the discipline process if indicated.
5. Review statistical data which outlines center and employee performance; adjust schedules (breaks/lunch) as necessary to achieve performance goals.
6. Coordinate and implement all in-house training activities for the Emergency Communications Center for assigned personnel.
7. Prepare and complete analytical and statistical reports and memos as required.

SUPPLEMENTAL FUNCTIONS:

1. Appear in court as subpoenaed.
2. Remain current on job specific procedures through attending training courses in order to apply appropriate methodologies.
3. Perform related duties and responsibilities as required.

Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.

Exception: The two (2) years experience in emergency 9-1-1 Police radio dispatching are not interchangeable.

Associate's degree from an accredited college or university in communications or criminal justice; and Three (3) years in a public safety communications center with two (2) of the three (3) years experience in emergency 9-1-1 Police radio dispatching.

Possession of National Incident Management System (NIMS) Certification preferred.

ADDITIONAL REQUIREMENTS:

Possession of a NCIC Certification within one (1) year from date of hire.

Possession of a New Mexico Department of Public Safety Telecommunicator Certification within one (1) year from date of hire.

Holidays, weekends, irregular hours and shift work may be required with possible extension of shift hours, at times with short notice.

Environmental: 24/7 emergency dispatch operations center environment; secure indoor environment, exposure to computer screens; frequent exposure to noise levels which may cause distractions; work in confined spaces, irregular work hours and shifts.

Physical: Essential and supplemental functions may require maintaining physical conditions necessary for sitting long periods of time and working on routine, emergency situations under stressful conditions; light lifting; bending, stooping, kneeling, twisting, turning, squatting, walking and pushing; extensive use of computer keyboard, mouse and monitor.