Telecommunications Shift Supervisor 113-L03

Job Summary:
Under supervision of the Communications Manager, the Telecommunications Supervisor reviews and participates in the work of staff responsible for processing emergency, non-emergency and administrative calls for law enforcement agencies, emergency providers and the general public. Ensures work quality in accordance to the Dispatch Center's mission and standards. Ensures adherence to established goals, policies and procedures; to coordinate and implement all in-house training activities for dispatchers. Performs the more technical and complex tasks relative to assigned area of responsibility.

Principle Duties and Responsibilities:
This information is intended to be descriptive of the principle duties and responsibilities of the position. The following examples do not identify all duties performed by any single incumbent.

1. Receives and processes emergency 911 calls by answering incoming calls, gathering information, dispatching appropriate emergency equipment and personnel, and remains on the line as necessary to offer appropriate responses and information. Provides accurate and appropriate information as needed.
2. Inputs information into the computer by logging all radio traffic and calls for service and generating short reports.
3. Performs research by using TLETS and other computers to retrieve information requested by officers. 4. Supervises, assigns, reviews and participates in the work of dispatchers who receive and process emergency and non-emergency calls.
5. Monitors phone and radio traffic to ensure procedural compliance.
6. Reviews case information entered into the computer system; conduct quality assurance feedback and coaching sessions with assigned employees at regular intervals.
7. Communicates with the public, subordinates, peers, supervisors by interpreting, explaining and answering operational and procedural questions, handling complaints from citizens, employees and external customers (patrol) and completing notifications to appropriate agency or person (public information officer, command staff, etc).
8. Operates and monitors sophisticated communications systems: Computer Aided Dispatch and Radio System, National Crime Information Center (NCIC).
9. Initially troubleshoots issues and reports appropriate failure to the correct person(s).
10. Assesses employees' compliance with procedure, assist in development of employee skills and abilities by providing constructive criticism, recognition and corrective action when necessary.
11. Conducts quality assurance feedback and coaching sessions with assigned employees at regular intervals and provides both verbal and written feedback involving the discipline process. Initiates commendations where appropriate.
12. Assess the emotional state of staff on duty; react appropriately to staff’s needs in emergency and routine situations
13. Reviews statistical data which outlines center and employee performance.
14. Adjusts schedules (breaks/lunch) as necessary to achieve performance goals.
15. Instructs new and existing employees in the classroom and/or briefing on policy and procedure.
16. Prepares and completes analytical and statistical reports and memos as required.
17. Prepare copies of recordings as directed.
18. Performs other duties as assigned.

Required Knowledge, Skills and Abilities:
• Ability to understand and apply supervisory guidelines, policies or procedures in diverse situations.
• Ability to explain and help staff understand dispatch responsibilities, priorities and procedures.
• Ability to apply a high level of initiative, discretion, and judgment in accomplishing the work.
• Develop and maintain effective working relationships with assigned staff, the public, coworkers, supervisors and managers, user agency stakeholders, and officials from other jurisdictions, departments or agencies.
• Accurately dispatch public safety personnel and equipment quickly and efficiently, including all requirements of Communications Specialist (refer to job description).
• Ability to perform work under stressful or emotional conditions.
• Knowledge of agency personnel policies, procedures, laws and requirements.
• Knowledge of policies and procedures for filling overtime, proper notification for equipment failures or after hour call outs for radio, computer or phone problems
• Effective interpersonal communication methods and techniques, including conflict resolution and general mediation techniques.
• Ability to maintain regular and predictable attendance.

Machines, Tools, Equipment and Work Aides:
• Computer and related software, TLETS computer, radio equipment, telephone, fax machine, copier, printer

Education, Certification and Experience Required:
• High School Diploma or equivalent with at least three years of progressively responsible communications dispatching experience in a comparable public safety dispatching center (i.e. police, fire and medical dispatch, using CAD and E911 equipment) and supervisory experience.
• Possession of a valid Texas Class C driver’s license.
• Possess TLETS/NLETS Communication Certification, or the ability to obtain within 6 months.
• Possess TCIC/NCIC Certification, or the ability to obtain within 6 months.
• Basic Telecommunications Operator Certification within 1 year of employment or assignment.
• Additional License and certification may be required based on the needs of the City.

Special Requirements:
• Work any assigned shift, including day, swing or graveyard and work all days of the week including weekends and holidays.

Physical and Environmental Conditions:
Duties are generally performed in an office setting. Some light work requiring occasional lifting objects up to 20 pounds to move object. Must be able to sit for long periods of time. Work may also require stooping, kneeling, crouching, bending, standing, walking, pushing, and pulling.


Telecommunications Shift Supervisor 113- L03
$22.95 hour
Excellent Benefits
Open Until Filled

Human Resources
701 Main Street
Kerrville, TX 78028
Phone 830-258-1505
Fax 830-792-8346
jobs@kerrvilletx.gov
https://tx-kerrville.civicplushrms.com/CareerPortal/Jobs.aspx

The City of Kerrville is an Equal Opportunity Employer of Qualified Individuals. A City of Kerrville application is required. Resumes are considered additional information, and accepted with a completed City application.