Public Safety Communications Operator Supervisor (Internal Applicants Only)

City of Joplin, MO; Joplin (MO); On-site; USD 52,000 - 68,000; Full time

Job summary

City of Joplin seeks a PSC Supervisor to oversee the Joplin Emergency Communications Center, guiding PSC Operators and ensuring accurate data input and timely dispatch. The position requires rotating between day and night shifts every six months and 12‑hour shifts, including weekends and holidays, to maintain 24/7 coverage.

Candidates must have a high school diploma or GED, one year of PSC Operator experience (or equivalent supervisory experience), and Missouri driver’s license with MULES, EMD,

Qualifications

• Knowledge of emergency dispatch policies and practices.
• Strong communication and supervisory abilities.
• Ability to train and evaluate staff.

Responsibilities

• Oversee PSC Operators in Joplin ECC.
• Coordinate with Joplin Police/Fire Departments.
• Develop procedures to improve service efficiency.
• Provide feedback and conduct evaluations.

Skills

Leadership

Communication skills

Training

Education

High school diploma or GED

Tools

MULES

EMD

CPR/First Aid

Job description

Supervisors work on a rotational basis between day and night shift, rotating every six months.

Must be able to work 12-hour shifts, including weekends and holidays.

Primary Purpose

Under general supervision, assigns, coordinates, and reviews the work of Public Safety Communication (PSC) Operators staff assigned in the Joplin Emergency Communications Center.

Essential Job Functions

Management reserves the rights to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Regular and consistent attendance for the assigned work schedule is essential.

1. Reviews work of PSC Operators to identify and correct errors, determine training needs, and ensure the accuracy and timeliness of data input into a variety of computer
2. Interfaces with the Joplin Fire Department, the Joplin Police Department, and other user agencies/organizations to identify and resolve problems.
3. Identifies, develops, recommends, and implements procedures to increase service effectiveness and efficiency within the Emergency Communications Center.
4. Trains staff regarding dispatch operations practices, procedures, and
5. Interfaces with computer programming staff to develop/revise programs to ensure the effective operation of computerized records systems; generates required statistics and reports.
6. Interfaces with records staff to ensure accurate and timely data entry; resolves problems and questions regarding computerized records systems.
7. Performs the full range of duties of PSC Operator 2 as needed to ensure effective staffing and delivery of services.
8. Develops, maintains, and submits a variety of records and reports, as
9. Contributes effectively to the Police Department, communicates effectively with co-workers, both within the department as well as outside the Maintains satisfactory attendance to ensure duties are performed without negatively impacting co-workers or delivery of service to the public.
10. Coaches and develops direct reports by providing regular feedback regarding employee Provides timely and constructive feedback through the formal evaluation process.
11. Addresses employee performance concerns in compliance with established policies and Participates in the disciplinary process by providing critical input prior to the Communications Manager issuing a final recommendation for disciplinary action in compliance with the City’s policies and procedures.

Other Duties

• Attends and participates effectively at departmental staff
• Maintains the confidentiality of files, records, reports as required by law, City policy, and
• Assist at recruiting events.
• Opportunity to be certified as a Communications Training Officer
• Opportunity to be certified as a Tactical Public Safety Communications Operator
• Performs other duties as

Minimum Qualifications

Knowledge of: Emergency dispatch policies and practices; data entry procedures; Computer Aided Dispatch methods; NCIC computer operation/use policies and procedures; names and locations of streets in the City of Joplin; general Police and Fire Department operations; basic office management practices and procedures including employee scheduling; principles and practices of training and supervision; Microsoft Office Suite.

Skill in: Communicating clearly, both verbally and in writing; establishing and maintaining effective working relationships with Federal, State, and local law enforcement officers, Fire Department and emergency response staff, and the public; evaluating emergency calls and determining the appropriate response; remaining calm and calming others in emergency situations so that necessary information related to the emergency can be obtained and relayed; scheduling, coordinating, and reviewing the work of subordinate staff; communicating using standard telephone and two-way radio equipment; operating a variety of office equipment including a FAX or teletype machine and computer terminal; data entry; Microsoft Office Suite.

Education: High school diploma or GED equivalent required.

Experience: One-year full-time emergency communications work experience as a PSC Operator 2 with the Joplin Emergency Communications Center (ECC). If applicant has less than one-year full-time PSC Operator 2 experience with the Joplin ECC, substitute with time in grade as a PSC Operator 2 and one year of previous supervisor experience.

Licenses and Certifications: Possess and maintain a valid state issued driver’s license. Must possess and maintain certification for Missouri Uniform License Examination System (MULES), Emergency Medical Dispatch (EMD) and CPR and First Aid throughout employment.

Physical Demands Requirements and Working Conditions

Work is performed in an emergency communications center. The work level can fluctuate from minimal to fast-paced and high volume. A PSC Supervisor deals with crisis situations that require them to quickly make major decisions involving people, resources, and property with frequently limited direction. A PSC Supervisormay be asked to work scheduled shifts at any time of the day and on holidays. A PSC Supervisor must be able to cope in a safe manner with stressful situations, emotional callers, irate responders, and unprofessional contacts.

This work is sedentary and requires little to no exertion of force, although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment; vision to read printed materials and a computer screen; hearing and speech to communicate in-person and over the telephone; meet the NENA-STA-007.3-2020 standard for hearing for Public Safety Telecommunicators. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 20 pounds.

A PSC Supervisorworks in an environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. They may interact with upset members of the public or their representatives while enforcing departmental policies and procedures. Under unusual circumstances, a PSC Supervisor may be required to perform duties at or near the scene of any emergency.