PUBLIC SAFETY TELECOMMUNICATOR SUPERVISOR

Stokes County Government; Danbury (NC); On-site; USD 52,000 - 78,000; Full time

Job summary

Stokes County Government seeks a Public Safety Telecommunicator Supervisor to oversee call taking, prioritization, and resource coordination for EMS, Fire/Rescue, and Sheriff/Police services. The role includes maintaining system operations, data reporting, and acting as assistant coordinator during weather incidents.

The position requires leadership of telecommunicator shifts, proficiency with CAD, E9-1-1, and related software, and adherence to training and certification standards.

Qualifications

• High school diploma or equivalent with related coursework.
• Two years emergency Telecommunicator experience preferred.
• CPR certification required.
• EMD/EPD/EFD certifications within specified timeframes.

Responsibilities

• Supervise telecommunicator shifts and ensure call taking metrics.
• Operate and troubleshoot CAD, E911, and radio systems daily.
• Coordinate dispatches and resource coverage for EMS, Fire, and Law Enforcement.
• Prepare daily/weekly reports for performance and compliance.
• Interact with local agencies and media as needed.

Education

High School diploma or equivalent with related coursework

Tools

DCI

E9-1-1 system

CAD

CAD mapping

Pro QA software

Aqua software

Radio console

Priority Dispatch Systems (EMD, EFD, EPD)

Audio recording system

Messaging/paging software

Emergency Notification System

Job description

Description

PUBLIC SAFETY TELECOMMUNICATOR SUPERVISOR SUMMARY

Assures appropriate call (voice/text/messaging) taking and prioritizing of Emergency and Non-emergency calls while simultaneously assuring appropriate system and resource coverage of all ALS/BLS units to Stokes County. Also, provide same supervision for fire/Rescue resources for County and City Fire/Rescue services. Provide same supervision for Police resources for County Sheriff and City Police Services. Provide and interpret reports and data for personnel and system needs. Acts as the assistant coordinator of the County Warning Point during weather incidents, and disasters.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

Daily

• Supervise appropriate call (voice/text/messaging) taking, prioritizing and pre-arrival instructions by line staff. Also perform as a working supervisor and perform same tasks while supervising other staff
• Serves as telecommunicator on a shift when needed; operates Division of Criminal Information (DCI), E9-1-1 system, computer aided dispatch (CAD), CAD mapping, Pro QA software and Aqua software, radio console, Priority Dispatch Systems (EMD, EFD, EPD), Audio recording system, messaging/paging software, and Emergency Notification System
• Assure timely dispatches of all calls (voice/text/messaging), as well as working the position when needed
• Assure proper system coverage of ALS, BLS, and City and County resources based upon a System Status Plan. Coordinating unit down times with systems needs
• Assuring shifts meet established standards of less than 60 seconds on call taking and less than 30 seconds on dispatching emergency calls 90% of the time.
• Manage personnel issues, complaints and problems to include performance reviews.
• Reviewing shift compliances and exception reasons on a daily basis. Investigates causes for exceptions, reporting them to appropriate staff for further action.
• Receiving and investigating complaints from the public and first responders.
• Assuring proper operation of Multiple Computer Systems as well as troubleshooting, repairing or coordinating repairs for:
• CAD, Emergency Notification System, and Sub Systems, E-911 System, Digital Call Recording Equipment, Public Safety Communications (radio) System, Warning Point Communications Equipment to include Sirens. (State and Federal) Daily-Weekly-Monthly as needed.
• Act as County Warning Point Assistant Coordinator in the event of a Natural Disaster. To include:
• Responsible for the notification of all Residents of Stokes County affected by said disaster. Perform weekly, monthly and annual drills, tests and/or full exercises as determined by County Emergency Management Officials, Federal, or State Officials, as well as surprise drills from either facility.
• Interacting with Emergency Communications Director on a daily basis coordinating planned down times, administrative time, and scheduling to maintain minimum unit hour needs.
• Provide Communications Director with daily reports as requested i.e. Daily Attendance, Overtime Usage, Leave request, Unusual Events, and Complaints etc.
• Attend mandatory Staff Meetings, Workshops, Seminars, as well as mandatory in service training on a monthly basis, or sooner as needed or mandated.
• Supervise Fire & Rescue, Police, Sheriff and EMS Dispatch Services for the County, to include call taking, resource allotment and system coverage as required.
• Interact and provide requested information to local Media when requested.
• Assure personnel follow appropriate guidelines, policies, procedures and directives dictated by the Communications Director.
• Interact on a daily basis with Supervisory counterparts at Stokes County Sheriff’s Office, Stokes County EMS, Stokes County Fire Marshal’s Office, Stokes Fire & Rescue, King Police Department, and any additional City or County Departments as needed.
• Establishes and promotes community awareness for effective use of the emergency communications services such as E911.
• Establishes and administers departmental guidelines, policies, and procedures; tracks statistical information, evaluates service delivery.
• Supervises the establishment and up-dating on indexes of telephone numbers, addresses, location directions, and emergency and disaster procedures.
• Assist with the hiring, training, and provides performance coaching and evaluation for department staff
• Develops work schedules for full time, part time, and trainee Telecommunicators ; assures the Communications Center is always staffed (minimum two (2) certified EMD, EFD, and EPD) Telecommunicators and 1 Telecommunicator Supervisor or 1 lead Telecommunicator on-duty at all times 24x7 365 days a year)
• Handle assigned tasks from the Communications Director.
• Coordinate System Wide Radio repairs for radio room and radio towers (NC Viper System) and Coordinate VHF Simulcast Paging System.
• Ability to perform.

SUPERVISORY RESPONSIBILITIES

• Is responsible for the overall direction, coordination, and evaluation of Telecommunicator shifts. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Monitors protocol compliance and customer service that is provided by the Communications Center and to provide feedback that will direct continuing education with the goal of increased overall performance.
• Maintains EMS QI program that includes: Random review of at least 25 cases per week or 3% of the total weekly medical call volume, whichever is greater. Review 100% of cases involving the use of pre-arrival instructions. Review 100% of all Cardiac Arrest, choking and childbirth incidents. Review all cases that are dispatched as non-emergency and transported emergency (Code 3). Produce monthly approved reports related to the performance of the above listed criteria. Provide feedback to the Communications Director and Stokes County Medical Director regarding shift and individual performance. Provide performance remediation, as required.
• Maintains Fire QI program that includes: Random review of at least 25 cases per week or 3% of the total weekly fire service call volume, whichever is greater. Review 100% of building fires, arsons, and searches. Produce monthly approved reports related to the performance of the above listed criteria. Provide feedback to the Communications Director regarding shift and individual performance. Provide performance remediation, as required.
• Maintains Law Enforcement QI program that includes: Random review of at least 25 cases per week or 3% of the total weekly fire service call volume, whichever is greater. Review 100% of all reported armed robberies, shooting calls, hostage calls, breaking and entering (residence and business) calls. Produce monthly approved reports related to the performance of the above listed criteria. Provide feedback to the Communications Director regarding shift and individual performance. Provide performance remediation, as required.
• Maintains Department Continuing Education Program: Maintains department continuing education that is based on findings from case reviews and that meets all state and national requirements.
• Maintains Accreditation from the International Academy of Emergency Dispatch: Ensure performance standards are met to maintain Accreditation with the International Academy of Emergency Dispatch in the use of their Medical Priority Dispatch System. Ensure performance standards are met to maintain Accreditation with the International Academy of Emergency Dispatch in the use of their Fire Priority Dispatch System. Submit required compliance reports to the IAED for both MPDS and FPDS biannually and/or upon request. Facilitate the examination and approval of protocol updates: Ensure the timely evaluation and implementation of protocol updates as required by the IAED. This evaluation includes the identification of changes to the Medical Director for MPDS and the Fire Administrator for FPDS for review and approval. Implementation includes the training of staff and the co-ordination of software physical updates.
• Act as Terminal Agency Coordinator (TAC) and Assistance TAC to assure compliance with state and federal regulations regarding use of DCI and the computer systems it accesses.
• Assures that proper documentation is maintained with reference to certification of operators, NCIC/CIIS record validations, and dissemination of driver’s and criminal history information.
• Ensure that departmental information changes are submitted to DCI in a timely manner.
• Ensure proper student enrollment, indoctrination, and testing procedures are followed in accordance with DCI regulations and certifications policies.
• Local resource person with regard to additional assistance, which may be requested from DCI.
• Attend information exchange meetings.
• Assures that proper documentation is maintained with reference to operators having inquiry into the NCAWARE System.
• Act as a computer aided dispatch (CAD) administrator. Review all call entries during the shift and make necessary additions, corrections and/or changes when needed i.e. incorrect natures used, zones (fire, law, ems), information field, etc.
• Assures new employees have login to the 911 phone system. Make necessary changes when appropriate.
• Review the County attendance Enterprise (A&E) software daily to make sure Telecommunicators (full time and part time) are accurately punching in (start of shift) and punching out (end of shift). Review each Telecommunicators time card to make sure the time is accurate. Review and make necessary changes for overtime and leave purposes when necessary. The time cards for each Telecommunicator shall be accurately completed the day before the pay period ends (28 day cycle).
• Policy Formulation: Keeps abreast of changes in operating philosophies and policies of the department and continually reviews department policies in order to ensure that any changes in department philosophy or practice are appropriately incorporated. Also understands the relationship between operating policies/guidelines and practices and division morale and performance. Works to see that established policies/guidelines enhance same.
• The employee in this position serves as “on-call” and must be readily available to respond to an emergency at any time of the day or night; the employee may receive after-hour telephone calls for service related issues and guidance.

QUALIFICATIONS

to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE

Completion of high School or equivalent supplemented by courses in electronics, data processing, or related fields and considerable experience in work with computers, telephone equipment, radio communications, or one to two years’ related experience and/or training; or equivalent combination of education and experience. Two (2) years emergency Telecommunicator experience preferred.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

REASONING ABILITY

Ability to define problems collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

• CPR Certification required
• Emergency Medial Dispatcher (EMD) required 120 days from hire date
• EMD-Q required within 1 year of hire date
• Emergency Fire Dispatcher (EFD) required 120 days from hire date
• EFD-Q required within 1 year of hire date
• Emergency Police Dispatcher (EPD) required 120 days from hire date
• EPD-Q required within 1 year of hire date
• DCI/NCIC required within 120 days from hire date per State requirements
• Emergency Telecommunicator Certification within 6 months of hire date
• Supervisor Certification approved by the NC 911 Board within 6 months of hire date
• ICS 100, 200, 700, 800 required within 120 days from hire date
• All in-service Training
• All certifications, once obtained, must be maintained while employed

PHYSICAL DEMANDS

the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Close and ongoing work with computer monitors.

MENTAL DEMANDS/REQUIREMENTS

• Must learn to adapt to changes without compromise and become proficient quickly.
• Must be available to quickly assist Telecommunicators on duty during the entire shift and pay close attention to details.
• Must be able to communicate clearly in writing and verbally.
• Must be able to operate effectively in unpredictable situations.
• Must adhere to all work rules, procedures and standards.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock. The noise level in the work environment is usually moderate

APPLICANT/EMPLOYEE ACKNOWLEDGEMENT

The job description for the position of Telecommunicator Supervisor for Stokes County Emergency Communications describes the duties and responsibilities for employment in this position. I acknowledge that I have received this job description. I am responsible for reading this job description and complying with all job duties, requirements and responsibilities contained herein, and any subsequent revisions.