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Form of workSalary: $60,774.00 - $87,515.00 Annually
Location : Portsmouth, VA
Job Type: Full-Time Regular
Job Number: FY2024-00657
Department: Fire, Rescue & Emergency Services
Division: 911 Communications
Opening Date: 04/01/2024
Closing Date: 4/15/2024 11:59 PM Eastern
General Statement of the Job & Essential Functions
GENERAL STATEMENT OF JOB
Under limited supervision, this position performs specialized telecommunications work involving the review of data from Emergency 911 Center and audio recordings for purposes of Quality Assurance and training; acts as a subject matter expert in 911 policies and procedures; provides leadership, guidance, support, and training to all 911 Call Takers and Dispatchers. Reports to the 911 Communications Administrator.
ESSENTIAL JOB FUNCTIONS
Plans, develops, directs and coordinates training programs, projects, and employee certification processes, including but not limited to scheduling all stages of training; monitoring and assisting staff in the performance of their training duties, and make recommendations in the development of policy directives, procedures, and performance goals.
Facilitates the EMD/EFD certification and recertification process and supports employees to implement on the job best public safety practices in responding to and handling emergency calls applying Emergency Fire Dispatch Priority Systems protocols and agency policies and procedures; and maintains required Quality Improvement and continuing education files, records, and tracking logs.
Develops, implements, and maintains a Quality Assurance program for telecommunications employees for the review and measurement of various mission critical functions and protocol compliance; provides feedback, counseling, and coaching to employees as necessary; conducts Quality Assurance staff reviews of calls and dispatches; assists in reviews, updates and maintains the operational readiness of equipment related to the 911 emergency telephone system, user and affiliated agency radio systems, and the department's Computer Aided Dispatch (CAD) system; makes minor repairs to communication systems; and analyzes problems and makes referrals to appropriate source(s) of service.
Queries, enters, modifies, and clears information in local, state, and national computerized databases such as the Virginia Crime Information Network (VCIN), National Crime Information Center (NCIC), and the Department of Motro Vehicles (DMV) pertaining to arrest warrants, driver record/history, stolen property, or other similar data and transmits relevant information to field units; prepares information subpoenaed for court.
Coordinates and conducts audio recordings of 911 calls to measure protocol compliance and provides feedback, guidance, consultation and follow up to employees in regards to Quality Improvement reports and training activities.
Maintains required Quality Improvement and continuing education files, records, and tracking logs
Assists in the development of policy directives, procedures, and performance goals.
Identifies trends in performance and alerts management to the need for training or changes.
Answers emergency and non-emergency phone calls as a back-up to the on-duty dispatchers, or to cover an unexpected dispatcher vacancy.
Performs other duties as assigned. Individual assignments will be determined by supervisor based on current workload and department needs.
Knowledge, Skills & Abilities
PERFORMANCE INDICATORS
Knowledge of Job: Has thorough knowledge of the geographical layout of the city as to location of street, important buildings and other landmarks. Has thorough knowledge of the operation of two-way radio equipment and related Federal Communication Commission regulations. Has considerable knowledge of the locations and capabilities of available fire, rescue and emergency medical units. Has general knowledge of Virginia Criminal and Civil Codes. Has considerable knowledge of the principles of supervision, organization and administration. Is skilled in the operation of two-radios and the Virginia Criminal Information Network and National Crime Information Center computer systems. Is able to instruct and assist subordinate communications operators. Is able to select appropriate emergency and non-emergency units to respond to situations in given areas of the city. Is able to interpret the nature of a call for assistance, apply the appropriate dispatching code, and dispatch the appropriate units. Is able to maintain effective files, records and reports. Is able to exercise sound judgement in emergency and non-emergency situations. Is able to speak clearly, distinctly and politely. Is able to exercise tact and courtesy in frequent contact with the public. Is able to establish and maintain effective working relationships as necessitated by work assignments.
Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts within department and division, and with co?workers and the general public.
Quantity of Work: Maintains effective and efficient output of all duties and responsibilities as described under "Essential Job Functions."
Dependability: Assumes responsibility for doing assigned work and meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, city policy, standards and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.
Attendance: Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time?off requests.
Initiative and Enthusiasm: Maintains an enthusiastic, self?reliant and self?starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.
Judgment: Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and researches problems, situations and alternatives before exercising judgment.
Cooperation: Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences are justified, i.e., poor communications, variance with city policy or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation between all staff persons within the department.
Relationships with Others: Shares knowledge with supervisors and staff for mutual and departmental benefit. Contributes to maintaining high morale among all department employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the general public so as to maintain good will toward the department and project a good departmental image. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons in order to maintain good will within the city. Interacts effectively with fellow employees, program clients, Director of Social Services, professionals and the general public.
Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time?management methodology. Avoids duplication of effort. Estimates expected time of completion of elements of work and establish a personal schedule accordingly. Attends meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules. Maintains a calendar for meetings, deadlines and events.
Safety and Housekeeping: Adheres to all safety and housekeeping standards established by the city and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly workplace.
Planning: Plans, directs and uses information effectively in order to enhance activities and production of the department. Knows and understands the expectations of the city regarding the activities of the division and works
to see that these expectations are met. Designs and formulates ways, means and timing to achieve the goals and objectives of the department and the division. Within the constraints of city policy, formulates the appropriate strategy and tactics for achieving division and departmental objectives. Organizes, arranges and allocates manpower, financial and other designated resources in an efficient and effective way so as to achieve the goals and objectives of the division and department.
Organizing: Organizes work and that of subordinate staff well. Ensures that staff members know what results are expected of them and that they are regularly and appropriately informed of all city and department matters affecting them and/or of concern to them.
Staffing: Works with other department officials and management to select and recommend employment of personnel for the division who are qualified both technically and philosophically to meet the needs of the division and the department. Personally directs the development and training of division personnel in order to ensure that they are properly inducted, oriented and trained.
Leading: Provides a work environment, which encourages clear and open communications. Has a clear and comprehensive understanding of the principles of effective leadership and how such principles are to be applied. Provides adequate feedback to staff so that they know whether their performance levels are satisfactory. Commends and rewards employees for outstanding performance yet does not hesitate to take disciplinary action when necessary. Exercises enthusiasm in influencing and guiding others toward the achievement of department goals and objectives.
Controlling: Provides a work environment, which is orderly and controlled. Coordinates, audits and controls manpower and financial resources efficiently and effectively. Coordinates, audits and controls the utilization of materials and equipment efficiently and effectively. Has a clear and comprehensive understanding of city standards, methods and procedures.
Delegating: Assigns additional duties to staff as necessary and/or appropriate in order to meet division goals, enhance staff abilities, build confidence on the job and assist staff members in personal growth. Has confidence in staff to meet new or additional expectations.
Decision Making: Uses discretion and judgment in developing and implementing courses of action affecting the division. When a particular policy, procedure or strategy does not appear to be achieving the desired result, moves decisively and definitively to develop and implement alternatives.
Creativity: Regularly seeks new and improved methodologies, policies and procedures for enhancing the effectiveness of the division and the department. Employs imagination and creativity in the application of duties and responsibilities. Is not adverse to change.
Human Relations: Strives to develop and maintain good rapport with all staff members. Listens to and considers suggestions and complaints and responds appropriately. Maintains the respect and loyalty of staff.
Policy Implementation: Has a clear and comprehensive understanding of city policies regarding the division, department, and city function. Adheres to those policies in the discharge of duties and responsibilities and ensures the same from subordinate staff.
Policy Formulation: Keeps abreast of changes in operating philosophies and policies of the city and continually reviews division policies in order to ensure that any changes in city philosophy or practice are appropriately incorporated. Also understands the relationship between operating policies and practices and department morale and performance. Works to see that established policies enhance same.
AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS
The City of Portsmouth is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations. This is a class description and not an individual position description.
A class specification defines the general character and scope of duties and responsibilities of all positions in a job classification but is not intended to describe and does not necessarily list the essential job functions for a given position in a classification.
Education, Experience & Special Requirements
EDUCATION & EXPERIENCE
Requires graduation from high school or equivalent, and 2-4 years of experience in emergency services operations, and 1-2 years of supervisory, lead work, or training experience; or any equivalent combination of education and experience.
SPECIAL REQUIREMENTS
Required to obtain and maintain Cardio Pulmonary Resuscitation (CPR) certification.
Must obtain and maintain Virginia Crime Information Network (VCIN), and National Crime Information Center (NCIC) Operator certification, and Bi-Annual State Recertification as a condition of employment.
An acceptable general background check to include a local and state criminal history check and sex offender registry check.
Requires satisfactory results from a medical, and pre-employmen...
Location : Portsmouth, VA
Job Type: Full-Time Regular
Job Number: FY2024-00657
Department: Fire, Rescue & Emergency Services
Division: 911 Communications
Opening Date: 04/01/2024
Closing Date: 4/15/2024 11:59 PM Eastern
General Statement of the Job & Essential Functions
GENERAL STATEMENT OF JOB
Under limited supervision, this position performs specialized telecommunications work involving the review of data from Emergency 911 Center and audio recordings for purposes of Quality Assurance and training; acts as a subject matter expert in 911 policies and procedures; provides leadership, guidance, support, and training to all 911 Call Takers and Dispatchers. Reports to the 911 Communications Administrator.
ESSENTIAL JOB FUNCTIONS
Plans, develops, directs and coordinates training programs, projects, and employee certification processes, including but not limited to scheduling all stages of training; monitoring and assisting staff in the performance of their training duties, and make recommendations in the development of policy directives, procedures, and performance goals.
Facilitates the EMD/EFD certification and recertification process and supports employees to implement on the job best public safety practices in responding to and handling emergency calls applying Emergency Fire Dispatch Priority Systems protocols and agency policies and procedures; and maintains required Quality Improvement and continuing education files, records, and tracking logs.
Develops, implements, and maintains a Quality Assurance program for telecommunications employees for the review and measurement of various mission critical functions and protocol compliance; provides feedback, counseling, and coaching to employees as necessary; conducts Quality Assurance staff reviews of calls and dispatches; assists in reviews, updates and maintains the operational readiness of equipment related to the 911 emergency telephone system, user and affiliated agency radio systems, and the department's Computer Aided Dispatch (CAD) system; makes minor repairs to communication systems; and analyzes problems and makes referrals to appropriate source(s) of service.
Queries, enters, modifies, and clears information in local, state, and national computerized databases such as the Virginia Crime Information Network (VCIN), National Crime Information Center (NCIC), and the Department of Motro Vehicles (DMV) pertaining to arrest warrants, driver record/history, stolen property, or other similar data and transmits relevant information to field units; prepares information subpoenaed for court.
Coordinates and conducts audio recordings of 911 calls to measure protocol compliance and provides feedback, guidance, consultation and follow up to employees in regards to Quality Improvement reports and training activities.
Maintains required Quality Improvement and continuing education files, records, and tracking logs
Assists in the development of policy directives, procedures, and performance goals.
Identifies trends in performance and alerts management to the need for training or changes.
Answers emergency and non-emergency phone calls as a back-up to the on-duty dispatchers, or to cover an unexpected dispatcher vacancy.
Performs other duties as assigned. Individual assignments will be determined by supervisor based on current workload and department needs.
Knowledge, Skills & Abilities
PERFORMANCE INDICATORS
Knowledge of Job: Has thorough knowledge of the geographical layout of the city as to location of street, important buildings and other landmarks. Has thorough knowledge of the operation of two-way radio equipment and related Federal Communication Commission regulations. Has considerable knowledge of the locations and capabilities of available fire, rescue and emergency medical units. Has general knowledge of Virginia Criminal and Civil Codes. Has considerable knowledge of the principles of supervision, organization and administration. Is skilled in the operation of two-radios and the Virginia Criminal Information Network and National Crime Information Center computer systems. Is able to instruct and assist subordinate communications operators. Is able to select appropriate emergency and non-emergency units to respond to situations in given areas of the city. Is able to interpret the nature of a call for assistance, apply the appropriate dispatching code, and dispatch the appropriate units. Is able to maintain effective files, records and reports. Is able to exercise sound judgement in emergency and non-emergency situations. Is able to speak clearly, distinctly and politely. Is able to exercise tact and courtesy in frequent contact with the public. Is able to establish and maintain effective working relationships as necessitated by work assignments.
Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts within department and division, and with co?workers and the general public.
Quantity of Work: Maintains effective and efficient output of all duties and responsibilities as described under "Essential Job Functions."
Dependability: Assumes responsibility for doing assigned work and meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, city policy, standards and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.
Attendance: Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time?off requests.
Initiative and Enthusiasm: Maintains an enthusiastic, self?reliant and self?starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.
Judgment: Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and researches problems, situations and alternatives before exercising judgment.
Cooperation: Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences are justified, i.e., poor communications, variance with city policy or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation between all staff persons within the department.
Relationships with Others: Shares knowledge with supervisors and staff for mutual and departmental benefit. Contributes to maintaining high morale among all department employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the general public so as to maintain good will toward the department and project a good departmental image. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons in order to maintain good will within the city. Interacts effectively with fellow employees, program clients, Director of Social Services, professionals and the general public.
Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time?management methodology. Avoids duplication of effort. Estimates expected time of completion of elements of work and establish a personal schedule accordingly. Attends meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules. Maintains a calendar for meetings, deadlines and events.
Safety and Housekeeping: Adheres to all safety and housekeeping standards established by the city and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly workplace.
Planning: Plans, directs and uses information effectively in order to enhance activities and production of the department. Knows and understands the expectations of the city regarding the activities of the division and works
to see that these expectations are met. Designs and formulates ways, means and timing to achieve the goals and objectives of the department and the division. Within the constraints of city policy, formulates the appropriate strategy and tactics for achieving division and departmental objectives. Organizes, arranges and allocates manpower, financial and other designated resources in an efficient and effective way so as to achieve the goals and objectives of the division and department.
Organizing: Organizes work and that of subordinate staff well. Ensures that staff members know what results are expected of them and that they are regularly and appropriately informed of all city and department matters affecting them and/or of concern to them.
Staffing: Works with other department officials and management to select and recommend employment of personnel for the division who are qualified both technically and philosophically to meet the needs of the division and the department. Personally directs the development and training of division personnel in order to ensure that they are properly inducted, oriented and trained.
Leading: Provides a work environment, which encourages clear and open communications. Has a clear and comprehensive understanding of the principles of effective leadership and how such principles are to be applied. Provides adequate feedback to staff so that they know whether their performance levels are satisfactory. Commends and rewards employees for outstanding performance yet does not hesitate to take disciplinary action when necessary. Exercises enthusiasm in influencing and guiding others toward the achievement of department goals and objectives.
Controlling: Provides a work environment, which is orderly and controlled. Coordinates, audits and controls manpower and financial resources efficiently and effectively. Coordinates, audits and controls the utilization of materials and equipment efficiently and effectively. Has a clear and comprehensive understanding of city standards, methods and procedures.
Delegating: Assigns additional duties to staff as necessary and/or appropriate in order to meet division goals, enhance staff abilities, build confidence on the job and assist staff members in personal growth. Has confidence in staff to meet new or additional expectations.
Decision Making: Uses discretion and judgment in developing and implementing courses of action affecting the division. When a particular policy, procedure or strategy does not appear to be achieving the desired result, moves decisively and definitively to develop and implement alternatives.
Creativity: Regularly seeks new and improved methodologies, policies and procedures for enhancing the effectiveness of the division and the department. Employs imagination and creativity in the application of duties and responsibilities. Is not adverse to change.
Human Relations: Strives to develop and maintain good rapport with all staff members. Listens to and considers suggestions and complaints and responds appropriately. Maintains the respect and loyalty of staff.
Policy Implementation: Has a clear and comprehensive understanding of city policies regarding the division, department, and city function. Adheres to those policies in the discharge of duties and responsibilities and ensures the same from subordinate staff.
Policy Formulation: Keeps abreast of changes in operating philosophies and policies of the city and continually reviews division policies in order to ensure that any changes in city philosophy or practice are appropriately incorporated. Also understands the relationship between operating policies and practices and department morale and performance. Works to see that established policies enhance same.
AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS
The City of Portsmouth is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations. This is a class description and not an individual position description.
A class specification defines the general character and scope of duties and responsibilities of all positions in a job classification but is not intended to describe and does not necessarily list the essential job functions for a given position in a classification.
Education, Experience & Special Requirements
EDUCATION & EXPERIENCE
Requires graduation from high school or equivalent, and 2-4 years of experience in emergency services operations, and 1-2 years of supervisory, lead work, or training experience; or any equivalent combination of education and experience.
SPECIAL REQUIREMENTS
Required to obtain and maintain Cardio Pulmonary Resuscitation (CPR) certification.
Must obtain and maintain Virginia Crime Information Network (VCIN), and National Crime Information Center (NCIC) Operator certification, and Bi-Annual State Recertification as a condition of employment.
An acceptable general background check to include a local and state criminal history check and sex offender registry check.
Requires satisfactory results from a medical, and pre-employmen...
