Communications Supervisor

Take the next step in your public safety career as a Communications Supervisor with the Gunnison Hinsdale Combined Emergency Telephone Service Authority. In this leadership role at the Gunnison Regional Communications Center, you will work side by side with Emergency Communications Specialists handling 9-1-1 and non emergency calls while guiding your team through fast paced, high stakes situations. You will help ensure calls are answered quickly, responders are dispatched effectively, and daily operations run smoothly with professionalism and precision. We are seeking an experienced communicator and confident leader who thrives under pressure and is passionate about serving the community. You will oversee scheduling, training, and quality assurance, support staff development, and play a key role in maintaining high standards across the center. If you are ready to lead from the front and make a real impact every day, this is your opportunity.

General Purpose:

Under the general direction of the Operations and Technical Manager of the Gunnison Regional Communications Center, the Communications Supervisor provides oversight and leadership to the activities of the Emergency Communications Specialists engaged in the use of computerized communication equipment to ensure that emergency and non-emergency calls for services are answered quickly and that the appropriate responders are dispatched expeditiously.

Essential Duties and Responsibilities:

This position primarily serves as a frontline supervisor, performing the duties of an Emergency Communications Specialist (ECS) while overseeing on-duty ECS staff. Supervises and directs assigned day-to-day dispatch operations and activities and ensures compliance with established guidelines, procedures, and policies. Manages the Center's daily scheduling, including unscheduled leave time, updating scheduling software, and compliance with minimum staffing. Supervises and participates in the receipt, evaluation, and response to 9-1-1 emergencies as well as non-emergency calls requesting services, including the most difficult and complex calls; conducts quality assurance reviews of calls. Supervises and directs the use of computerized mapping systems and other map resources to verify caller locations, as well as the dispatching of law enforcement, fire, ambulance, or other types of service providers using county and state radio networks; ensures the dissemination of information to appropriate responders via phones and/or pagers, depending on the nature of the call received. Assists Operations and Technical Manager in supervising the Communications Training program, including but not limited to: training new hires, CTO oversight, and trainee scheduling. Assists in updating the training program manual and documentation, and participates in the hiring process. Completes requested evidence recordings and disseminates them to appropriate law enforcement agencies upon receipt and within the required timeframe. Assist with updating department social media and press releases as needed. Supervises the staff; tracks and reviews work activities; evaluates work performance; trains employees on equipment, procedures, and system upgrades; provides direction and guidance on policy issues. Monitors telephones and radio, and assures that calls and messages are handled in accordance with policies and procedures. Checks CAD database record entries to verify that record entries are appropriate and contain complete and accurate information. Evaluate personnel job performance through QA audits, written performance appraisals, and employee log entries, providing performance feedback. Receive and address initial user agency and citizen compliments and complaints directed towards staff, which are to be handled in accordance with the complaint policy. Follow and abide by all administrative policies, recommending commendations, awards, and disciplinary action related to Emergency Communications Specialists to the Operations/Technical Manager. Recommend revisions or updates to operational procedures and policies based on identified needs, operational experience, or regulatory changes, and submit recommendations to the Operations/Technical Manager for review. Maintains the integrity, professionalism, values, and goals of the Department by assuring that all rules and regulations are followed and that accountability and public trust are preserved. Supports the relationship between Gunnison Regional Communications and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and user agencies; maintains confidentiality of work-related issues and GHCETSA information. Maintains regular and reliable attendance. Maintains availability to assist with dispatch issues and staffing situations, including sick calls, high-priority incidents, or schedule changes as needed. Document and alert the Operations/Technical Manager and Executive Director of significant incidents, policy or procedure issues, or personnel issues. Keep the Operations/Technical Manager up to date on all Communications Center matters on a routine basis.

Other Duties and Responsibilities:

Other duties as assigned by the Executive Director or the Operations/Technical Manager.

Job Qualifications Required Education and Experience:

High school diploma or equivalent Minimum of three yearsofpublic safety communications experience. Communications Training Officer (CTO) certification. Working knowledge of Law Enforcement, Fire, and EMS procedures and practices. Thorough knowledge of computer systems and their application to public safety communications. Strong written and oral communication skills. Ability to represent the department at all times with a professional attitude. Ability to prioritize and delegateeffectively to assure completion of projects. Must be willing to attend and complete any assigned Supervisory training within one year of hire date.

Other Necessary Requirements:

Must pass a thorough background investigation. Applicants with a record of conviction for serious misdemeanors may be disqualified. Must be honest, truthful, trustworthy, and possess a high degree of personal integrity. Must submit to employee fingerprint verification and tracking through the Colorado Bureau of Investigation. Per Criminal Justice Information Services (CJIS) Security Policy 5.12.1.1.3., no person with a felony conviction may have access to CCIC/NCIC-generated information. As the position will have access to police reports, case files, and areas of the police department that contain information and printouts from

CCIC/NCIC

no felony convictions are allowed.

Necessary Knowledge, Skills, and Abilities:

Customer service skills must include the ability to resolve or defuse customer issues and complaints. Must meet all the job requirements specified for an Emergency Communications Specialist. Must demonstrate proficiency in computer keyboarding. Must be able to perform the administrative functions for the CAD system, phone recording system, and other computer software, and communications equipment routinely utilized in the Communications Center. Ability to manage a large and diverse workload, multi-task, and manage stressful situations. Ability to supervise, direct, and evaluate the actions or performance of others. Ability to apply problem-solving skills in developing solutions for unanticipated issues and challenges. Ability to conceptualize and apply analytical skills. Ability to provide leadership and guidance to employees as needed. English Language Comprehension - Requires the ability to listen to, read, understand, and communicate the English language so that others are able to understand. This must be done both orally and in writing, at the level appropriate for the position held.

Working Conditions Work Environment:

The majority of this position's duties are performed in an indoor environment. May be exposed to noise, mechanical and electrical, and other related hazards associated with an office environment.

Physical Activities:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The incumbent must be able to remain at the dispatch console for long periods; in a seated or standing position. Ability to participate in heightened levels of conversation in person or via telephone, and distinguish telephone, radio/pager signals, printers, computers, and other auditory tones. Visual and physical ability to work on computers for substantial amounts of time. Ability to speak and be understood clearly over telephone and radio transmissions. Must be capable of reading printed material on computer monitors, handwritten information, and typed information. Must be able to correctly distinguish the colors showing status on CAD Screens. While performing the duties of this job, the employee is frequently required to sit, talk, or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Tools and Equipment Used:

Must be capable of operating communications systems and computer programs in use by the Communications Center and demonstrate proficiency in computer keyboarding.

Supervision Received:

Works under the direct supervision of the

Operations/Technical Manager Supervision Exercised:

Supervises Emergency Communications Specialists assigned to the Communications Center.