Public Safety Dispatch Supervisor

City of Santa Monica; Santa Monica (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

The City of Santa Monica seeks a seasoned supervisor to lead the Public Safety Communications Center shift operations, directing 12-hour staffing, coordinating during complex emergencies, and ensuring timely call answering and radio dispatching for police, fire, and EMS.

Responsibilities include training dispatchers, evaluating performance, maintaining quality improvement, attending multi-agency meetings, and developing staffing plans with a focus on responder safety and customer service.

Qualifications

• Graduation from high school or the equivalent and completion of an associate’s degree or the equivalent in communication systems, criminal justice, or a related field.
• Four years of recent, paid and progressively responsible dispatching experience in a police, fire, or combined fire/police emergency communications environment, including one year of experience training, leading, or supervising dispatchers.

Responsibilities

• Supervise shift operations of the Communications Center and assign duties during 12-hour shifts.
• Oversee training and evaluation of Public Safety Dispatchers.
• Coordinate staff during complex emergency events and ensure effective radio and phone communications.
• Maintain quality improvement processes and assist in management reporting.

Skills

Staff supervision

Dispatcher training

Emergency communications

Communication skills

Typing 40 wpm

Education

High school diploma or equivalent

Associate degree in communication systems/criminal justice or related field

Tools

CAD software

Radio equipment

Job description

Supervises the shift operations of the Public Safety Communications Center that provides call answering services for City 9-1-1 emergency and non-emergency public safety phone lines and radio dispatching for local police, fire, and emergency medical service radio dispatching.

Selects, trains, supervises, and evaluates Public Safety Dispatchers to ensure the completion of emergency response responsibilities and duties.

Oversees and coordinates the daily operations of 12-hour Communications Center shift including but not limited to assigning shift duties, coordinating staff during complex emergency events, and working with public safety personnel to resolve issues and concerns.

Oversees Communications Training Officers’ progress in training new personnel, assisting with trainer and trainee oversight and coaching.

Contributes to the long-range planning for the Communications Center and Office of Emergency Management, including staffing and training plans.

Attends multi-agency coordination meetings, as required.

Assists in the maintenance of a Quality Improvement Program for radio and telephone communications within the Communications Center, including providing coaching and writing evaluations for public safety dispatchers.

Reviews public safety reports for complete and accurate data entries.

Evaluates effectiveness of schedules and equipment. Reports issues and deficiencies to leadership team and suggests potential solutions.

Investigates complaints and makes recommendations regarding appropriate course of action and participates in coaching or discipline.

Makes arrangements to ensure safe staffing to support Communications Center and first responders during unexpected scheduling challenges.

Responds to citizen and departmental concerns, providing empathetic customer service.

Has basic awareness of dispatcher wellness practices and helps to identify and mitigate dispatcher stressors and build team resilience.

Performs routine radio and dispatch equipment testing, diagnosis of problems, and reports unresolved issues.

Identifies and may request materials and supplies, as needed. Reports facilities concerns as identified.

Monitors appropriate police, fire, and ambulance agencies' emergency radio systems.

Monitors and assigns facilities/equipment cleaning and maintenance duties to Communications Center personnel and partner agencies.

May assist in the preparation of management reports.

May be required to function as a call taker or radio operator for relief or as needed during shift or on a full shift basis, as needed.

May be assigned to administer Emergency Medical Dispatch (EMD) in-service and other continuing education training.

Performs other related duties, as assigned.

Knowledge of:

Principles of supervision

Emergency dispatching procedures and techniques

Radio communications protocols and techniques

Computer Aided Dispatch software and desktop computer operations

Technical and operating principles, practices, and problems in public safety communications systems

Emergency Medical Dispatch protocols and dispatch algorithm procedures

Law enforcement and related public safety agencies providing emergency services

Customer service techniques

Awareness of dispatcher wellness practices and helps to identify and mitigate dispatcher stressors and build team resilience.

Principles and techniques of conflict resolution

Principles of training in all dispatch skillsets

Ability to:

Select, train, evaluate, and supervise assigned staff

Analyze problems and assist in developing policies and procedures

Communicate effectively, both orally and in writing

Learn and develop a high level of proficiency in new computer software applications

Learn fire and police equipment and resource capabilities and develop strategy for various types of fire and rescue emergencies

Use independent judgment and make sound decisions consistent with the communication center’s mission, values, philosophies, policies, and procedures

Respond to and resolve difficult and sensitive citizen inquiries and complaints

Compile, maintain, process, and prepare a variety of records and reports

Establish and maintain effective and cooperative working relationships with City employees and the public

Work within an established chain of command organizational structure and accept constructive criticism

Provide effective customer service

Develop and recommend policies and procedures related to dispatch operations

Skill in:

Typing a corrected speed of 40 words per minute

Making tapes/audio files and composing incident reviews

Using a personal computer and applicable software applications

REQUIREMENTS

Minimum Qualifications:

Education: Graduation from high school or the equivalent and completion of an associate’s degree or the equivalent in communication systems, criminal justice, or a related field. Additional qualifying experience may substitute for the educational requirement on a year for year basis (successful completion of 30 units is equal to one year of the additional required work experience).

Experience: Four years of recent, paid and progressively responsible dispatching experience in a police, fire, or combined fire/police emergency communications environment, including one year of experience training, leading, or supervising dispatchers.

Licenses and Certificates:

Possession of a valid class C driver license or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions. Must obtain and thereafter maintain a POST basic dispatcher certification within twelve months from date of hire. Must obtain and maintain possession of a valid Emergency Medical Dispatch certificate within six months of the date of hire.

Working Conditions:

Work is performed indoors in an office environment. Wearing a uniform is required. Use of a headset (to listen and respond to radio transmissions), and computer keyboard is required. Stressful conditions may occur when dispatching and responding to emergency and non-emergency calls. Must deal with a wide variety of individuals. Physical demands include sitting for long periods of time in front of a video display terminal in confined quarters. Holiday, weekend, and night work is required. May be required to work mandatory overtime and remain at work during any type of emergency activations.

Typing Certificates:

If you would like for your typing certificate to be considered, candidates must provide proof of required typing skill of 40 wpm net (gross minus number of errors), you must attach the typing certificate to the application. The typing certificate must be five minutes in length and issued by an accredited school or agency, dated no later than one year prior to the final filing date listed on the job announcement. If you do not have a valid, recent typing certificate, a typing exam will be administered to you should you pass the application process.

BACKGROUND INVESTIGATIONS

Candidates who have successfully completed all prior phases of the selection process will be subject to a thorough background investigation.

Diversity & Inclusion Statement

The City of Santa Monica is a progressive, inclusive and culturally-rich community. As leaders in public service, we strive to be an employer of choice by attracting and retaining a highly-talented workforce where people of diverse races, religions, cultures and lifestyles thrive. Our goal is to create a welcoming and inclusive environment where our staff are empowered to perform at their highest level and where their differences make a positive impact.

The City is an equal opportunity employer and strives to build balanced teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law. We aim to create a workplace that celebrates and embraces the diversity of our employees. Join us!

REQUESTS FOR ACCOMMODATIONS:

Special assistance with the application and examination process is available, upon request, for persons with disabilities. Call [phone] (Hearing Impaired Only).

Please note the request for reasonable accommodations must be made to Human Resources at least three work days prior to the examination.