Communications Supervisor

As a 911 Communications Supervisor, the incumbent will play a crucial role in ensuring emergency communication services' efficient and effective operation.

This position is responsible for overseeing a team of emergency dispatchers and call takers, providing guidance, support, and supervision.

Supervisors must maintain a high level of professionalism and accuracy in emergency call handling, ensuring that calls are answered, processed, and dispatched promptly to the appropriate emergency responders.

This position is performed with considerable independence and latitude under the direct supervision of the Director of Operations .

About the Position :

As a Communications Supervisor, you will be tasked to :

• Supervise and manage a team of emergency dispatchers and call takers, ensuring optimal performance and adherence to established protocols and procedures.
• Provide guidance, training, and ongoing coaching to call takers and dispatchers, promoting professional development and fostering a positive work environment.
• Monitor and evaluate performance metrics, such as call answer times, call response times , and accuracy thereof , to identify areas for improvement and implement corrective measures.
• Maintain up-to-date knowledge of emergency response protocols, procedures, and regulations, and ensure that staff members are trained and compliant.
• Coordinate and prioritize incoming emergency calls, ensuring employees dispatch appropriate resources to the scene in a timely manner , considering factors such as location, nature of the emergency, and availability of units.
• Communicate effectively with emergency responders, providing critical information, updates, and directions to ensure an appropriate and efficient response.
• Communicate with members of the public, subordinates, peers, and supervisors; interpret, answer , and explain operational and procedural questions .
• Receive complaints and commendations from both internal and external customers and initiate an initial investigation or review into any complaints received;

report back to the complainant as appropriate or directed.

• Monitor and operate computer-aided dispatch (CAD) systems, radio communications, and other relevant equipment to support emergency response activities.
• Perform initial troubleshoot ing on any reported system or equipment issues and report appropriate failure to the correct person(s).
• Handle escalated and complex emergency calls, demonstrating professionalism, empathy, and the ability to make quick and accurate decisions.
• Collaborate with other emergency services agencies, such as police, fire, and medical personnel, to coordinate multi-agency responses during major incidents or disasters.
• Review statistical data that outlines center and employee performance; adjust schedules as necessary to achieve performance goals.
• Maintain accurate records, logs, and reports related to emergency calls, incidents, and staff performance .
• Document any employee incidents or interventions to assist in maintaining records of coaching, training, or areas requiring retraining.
• Mentor new and existing employees on the application of policy and procedure through briefings with the employees .
• Stay informed about advancements in emergency communications technology and best practices and make recommendations for system upgrades or process improvements as needed.
• Perform miscellaneous job-related duties as assigned.

Job Requirements

• Recommended previous e xperience :
• Internal Applicants :
• Two years of professional experience at NWCTPS and a minimum of one (1) year in the role of Dispatcher or
• One year of professional experience at NWCTPS and a minimum of three ( 3 ) years of external experience in a public safety communications center or
• One year of professional experience at NWCTPS and a minimum of two (2) years of external experience in a supervisory capacity for a Public Safety Agency
• External Applicants :
• A minimum of three (3) years of external experience in a supervisory capacity for a Public Safety Agency (Police / Fire / EMS) or
• A minimum of five (5) years of external experience in a public safety (Police / Fire / EMS) communications center .
• High school diploma or equivalent; additional education or training in emergency communications or a related field is preferred.
• Strong leadership and supervisory skills, with the ability to motivate and inspire a team.
• Excellent verbal and written communication skills, including active listening and clear articulation.
• Exceptional ability to handle high-stress situations and make critical decisions quickly and accurately.
• Proficient in operating computer-aided dispatch (CAD) systems and other emergency communications e quipment.
• In-depth knowledge of emergency response protocols, procedures, and regulations.
• Ability to multitask and prioritize effectively, ensuring a timely and appropriate response to emergency situations.
• Strong problem-solving and decision-making skills, with the ability to remain calm and composed under pressure.
• Exceptional attention to detail and accuracy in documenting and recording information.
• Ability to work rotating shifts, including nights, weekends, and holidays.

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