Public Safety Telecommunicator Supervisor

GENERAL DESCRIPTION

A 911 Communications Dispatch Supervisor plays a critical role in emergency response operations, overseeing the daily activities within a 911 dispatch center. This position is responsible for managing a team of Public Safety Telecommunicators who take emergency calls from the public and dispatch appropriate emergency services. The supervisor ensures that all calls are handled efficiently and with the utmost professionalism. They provide training and support to dispatchers, monitor their performance, and ensure compliance with all applicable laws and protocols. Additionally, the supervisor coordinates with other emergency services and agencies to facilitate effective communication and incident response. They also handle administrative duties, such as scheduling shifts, managing resources, and maintaining equipment. The role requires strong leadership skills, the ability to remain calm under pressure, and excellent communication abilities to manage both emergency situations and team dynamics effectively. This position reports to the Emergency Communications Center Assistant Manager.

ESSENTIAL JOB FUNCTIONS

Provides supervision, guidance, training, remediation, recertification training hours for State certification, and technical assistance to staff. Also, assists with providing new hire orientation pertaining to the ECC for in-house employees and partnering agencies. Allocates resources appropriately, as the need arises by applying appropriate decision-making rules and approved protocols. Coordinates and collaborates with the Emergency Communications Center Manager to develop plans, policies, procedures, rules, and regulations. Makes recommendations for revisions to standard operating procedures (SOP), develops and implements SOP's. Operates communications, and associated peripheral equipment to dispatch assistance units, and enters call records into a computer-aided dispatch system (CAD) as needed. Maintains required files, records, and communication logs. Responsible for completeness and accuracy of paperwork and data entry for the shift. Investigate and process all complaints, report issues to the Emergency Communications Center Assistant Manager, and documents as required. Maintains competency and enhances professional growth and development through continuing education, conferences, and seminars. Participates in quality improvement activities; assists in maintaining compliance with all established customer service standards. Adheres to all County policies and procedures. Assists in developing and implementing emergency preparedness drills and exercises to test and improve response capabilities. Ensures that all training and quality assurance activities are documented accurately and timely in the appropriate systems. Functions as a Public Safety Telecommunicator as needed. In case of an emergency or crisis (hurricane, flood, etc.), the position must respond/perform recovery duties as assigned by the immediate supervisor. All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location, and work schedule to fit the needs of the County and its citizens. Maintains regular physical attendance during work hours as assigned at one of the County's offices or work facilities with the ability to work evenings, nights, and holidays as required. Required to work flexible schedules, including evenings, weekends, holidays, standby, and mandatory overtime. (These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job-related marginal duties as requested.)

MINIMUM QUALIFICATIONS

KNOWLEDGE, SKILLS, AND

ABILITIES

Knowledge of radio communications rules and regulations governing radio transmission. Knowledge of basic radio receiving and transmitting operations, equipment, and proper radio and telephone procedures. Knowledge of Sumter County geography; adjoining counties, roadway networks, significant intersections, important attractions, buildings, industries, and subdivisions. Knowledge of basic medical and fire terminology. Ability to react calmly and handle emergencies promptly. Ability to interact with excited persons calmly to secure essential information about emergencies. Ability to speak in a clear, well-modulated voice and deal with the public in a firm, courteous, tactful, and impartial manner. Ability to maintain clear, accurate, and detailed accounts of operations. Ability to make sound decisions during stressful situations. Ability to learn to operate radio and telephone transmitting and receiving equipment. Ability to communicate effectively, both orally and in writing, and to listen and understand. Ability to sit at a console for extended periods. Ability to communicate effectively using verbal, written, and visual communication. Ability to operate a computer and utilize the related software programs. Ability to follow established protocols and follow the chain of command. Ability to maintain flexibility and adaptability when performing tasks and duties in a dynamic environment. Ability to establish and maintain effective working relationships with others.

EDUCATION AND EXPERIENCE

Graduation from an accredited college or university with an Associate Degree in Business Management, Emergency Management, or a closely related field or an additional three (3) years of experience operating in a public safety telecommunications environment Two (2) years of experience working in a fast-paced, high call volume commercial or government public safety dispatching/call-taking facility. One (1) year of experience in a supervisory role.

LICENSES, CERTIFICATIONS, OR REGISTRATIONS

Valid Florida Driver's License and a driving record acceptable to the insurance provider. Must possess or obtain the required National Incident Management System (NIMS) certifications within six (6) months of employment. Must possess and maintain the Florida Public Safety Telecommunicator Certification within one (1) year of employment. Must possess and maintain Cardiopulmonary Resuscitation (CPR) certification within six (6) months of employment. Must possess and maintain Emergency Medical Dispatch (EMD) certification within six (6) months of employment. Must possess and maintain Emergency Fire Dispatch (EFD) certification within six (6) months of employment.

ESSENTIAL PHYSICAL SKILLS

Must be capable of reaching all communications control panels and reference materials in the communications center Acceptable vision (with or without correction) Acceptable hearing (with or without correction) Walking Standing Bending Stooping Must be able to operate a motor vehicle

ENVIRONMENTAL CONDITIONS

Work is performed in a fast-paced, high call volume call center environment. Work is occasionally performed in and around a fire station or fire department training labs/grounds. Reasonable accommodation will be made for otherwise qualified individuals with a disability. FLSA Non-Exempt Status Revised 10/01/2024