Dispatch Supervisor

Located on the shores of Lake Michigan in both Milwaukee and Ozaukee County, Bayside is a primarily residential community of 4,400 residents, and providing service up to 65,000 residents. Bayside is a dynamic balance of progressive ideas and traditional values that provides an inviting and premiere community for all. Our mission, to be a leader in accountable and innovative public service, striving for the continual enhancement in the quality of the Village. In pursuit of our mission, our strategic values include fiscal integrity, community collaboration, connected communication, operational excellence, sustainable resilience, and employee development. The Telecommunications Supervisor at our 911 Center is responsible for overseeing and coordinating the telecommunications operations to ensure efficient emergency call handling and dispatch services. This crucial role requires strong leadership skills, technical expertise, and a comprehensive understanding of emergency response procedures. The Telecommunications Supervisor will work closely with a team of telecommunications specialists, dispatchers, and emergency responders to ensure the smooth and effective functioning of the 911 center. This description provides an overview of what will be expected of you but is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required.

Essential Duties:

Perform all duties of Telecommunicator and Certified Training Officer/Lead Dispatcher position s . Supervise and lead a team of telecommunications operators, providing guidance, training, and support to ensure the delivery of high-quality emergency response services. Monitor and evaluate the performance of telecommunications staff, conducting regular performance appraisals and providing constructive feedback to enhance individual and team performance. Ensure adherence to established protocols, procedures, and quality standards for emergency call processing and dispatching to ensure the highest level of accuracy and efficiency. Coordinate with other departments, agencies, and emergency service providers to facilitate effective communication and coordination during emergency situations. Maintain and update the telecommunications system, including hardware, software, and associated equipment, to ensure continuous and reliable operation. Conduct regular inspections of telecommunications equipment and facilities, identifying and resolving any issues or deficiencies to maintain optimal performance. Stay informed about advancements in telecommunications technology and industry best practices, recommending improvements and implementing upgrades as appropriate. Prepare and maintain accurate records, reports, and statistics related to call volumes, response times, and system performance. Respond to and resolve escalated issues, complaints, or emergencies related to telecommunications operations, ensuring a prompt and satisfactory resolution. Foster a positive and collaborative work environment, promoting teamwork, professional growth, and a commitment to excellence among telecommunications staff. Train staff as to proper procedures for handling 911 emergency calls and non-emergency calls for service; explain proper methods for dispatching police, fire and medical aid calls and providing pre-arrival instructions as well as utilization of EMD ProQA . ? Perform duties of telecommunicator as neeed.

Non-Essential Duties:

Participate in the recruitment, selection, and onboarding of new telecommunications personnel. Collaborate with other supervisors and managers to develop and implement policies, procedures, and training programs related to emergency communications. Assist in the development and monitoring of the department budget, ensuring efficient use of resources and adherence to financial guidelines. Represent the 911 center in meetings, conferences, and community events, promoting the organization's mission, vision, and values. Perform other duties as assigned by the department director or senior management. K nowledge of , or the ability to learn, Communication Center policies and procedures . Skilled in use of standard office equipment and software; managing one's own time and the time of other s . Ability to communicate information and ideas in speaking so others will understand; communicate effectively in both oral and written form ; diffuse and respond effectively to situations involving intense pressures and/or unpredictable persons ; h andle difficult and stressful situations with professional composure ; and to effectively handle difficult and/or angry people ; exercise sound judgment in making critical decisions ; come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem ; analyze and solve work related problems ; work under pressure and meet close deadlines ; work evenings, nights and weekends as necessary ; process and handle confidential information with discretion ; react quickly and calmly in emergency situations ; enforce security rules and regulations ; plan, assign, and/or supervise the work of others .

Qualifications:

Required:

Associate degree and three years of progressively responsible experience in a related field. Certified Training Officer certification with 6 months of appointment.

Desired:

Bachelor's degree. On the

Job :

While working, you will or may encounter the following: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects . Sedentary work involves sitting most of the time , occasionally standing and walking. Duties require extensive talking, hearing and use of keyboards. W ork require s close visual acuity to perform duties of the position. Work is performed inside and is not substantially exposed to adverse environmental conditions.

Hours of Work :

Standard hours will be assigned by early, mid or late shift, generally 10 hours a day, working a rotating schedule as assigned. Scheduled hours may vary, and position should be available for overtime when the need arises after standard scheduled hours of work. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.