Dispatch Supervisor

GENERAL SUMMARY

The Dispatch Supervisor under general direction, is responsible for performing supervisory and administrative work overseeing staff who work in the Police Department’s emergency communications center. They monitor the dispatching and expediting of police, fire, and medical calls for service, as well as the receiving and prioritization of 9-1-1 and non-emergency calls for service. Working conditions are primarily in a 9-1-1 emergency communications center with periods of stress. Exercises direct supervision over assigned staff.

ESSENTIAL DUTIES & RESPONSIBILITIES

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Supervises and monitors the activities of employees engaged in emergency dispatch operations;
• Supervises employees and coordinates personnel-related activities to include, but not limited to: training, recommending/approving personnel actions, coaching and counseling, establishing performance goals and evaluating employees performance;
• Identifies the need for and assists in providing remedial training;
• Listen and respond appropriately to complaints and concerns from internal and external customers;
• Manages staffing levels to include covering unscheduled leave and vacation;
• Recommends additions and deletions to department’s policies, procedures and training manuals;
• Troubleshoots minor equipment problems and orders repairs;
• Prepares and submits reports and other documents as required to the Dispatch Manager;
• Perform the full range of Dispatcher duties; receive, classify, and prioritize all incoming calls to the dispatch center including 9-1-1 calls, emergency, and non-emergency calls received from citizens and internal customers requesting service or information; operate a variety of public safety communications equipment, including, but not limited to 9-1-1 emergency telephone equipment, computer aided dispatch systems, and multi-channel radio system.
• Serve in an interim role as the Dispatch Manager when called upon;
• Other duties as assigned.

MINIMUM ENTRANCE QUALIFICATIONS

Education and Experience

• High School diploma or GED equivalency.
• Two (2) years’ experience as a public safety dispatcher within a Primary or Secondary Public Safety Answering Point (PSAP).
• Arizona Department of Public Safety Terminal Operator Certification (ability to obtain certification within 3 months of employment).
• Any equivalent combination of training, education, and experience that provides the required skills, knowledge, and abilities.

PREFERRED QUALIFICATIONS

• Possession of (or ability to obtain within 1 month of hire) a standard driver license.
• Two or more years of supervisory experience in a Primary PSAP.
• Two or more years experience as a Communications Training Officer within a Primary or Secondary PSAP.
• Associate of Arts Degree or 65 credit hours towards a Bachelor’s Degree, any field of study with preference towards Business, Criminal Justice, or Administration of Justice.
• Motorola (Spillman) CAD Experience.
• Vesta phone experience.
• Knowledge or prior experience with BlueTeam, IA Pro, and/or MakeNote software.
• Knowledge of NG 9-1-1 operations and abilities.
• Experience in developing, revising, and working within agency dispatch training programs.
• Training experience in emergency dispatch.

OTHER JOB REQUIREMENTS

• Because of the confidential, sensitive nature of the information handled, successful completion of a thorough background investigation is required including a 10-print fingerprint check. A polygraph, hearing exam, and/or psychological exam may be required. Candidates given a conditional job offer will be required to pass a pre-employment alcohol/drug test.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• Computer Operations (CAD, ACJIS, Word, Excel, and basic computer functions);
• Police objectives, policies and procedures, federal and state law enforcement agencies and their operations;
• Principles and practices of supervision and personnel administration.

Skill in:

• Communicating clearly, concisely, and effectively both orally and in writing;
• Effective decision-making and problem-solving skills with a limited amount of information in crisis and/or emergency situations;
• Performing a variety of duties, often changing from one task to another of a different nature;
• Addressing and correcting policy violations of Communications personnel to ensure compliance;
• Coaching and Counseling employees to maintain the appropriate level of accountability and professionalism.

Ability to:

• Supervise, train, observe, review and quality check the work of employees;
• Speak with a clear, well-modulated voice in English by phone and radio while tactfully communicating with highly emotional callers;
• Maintain emotional control, remember details, and work effectively during emergencies, crisis situations, heavy workloads, or extremely stressful and emotionally charged conditions;
• Handle negative comments and feedback both internally and externally;
• Cope with emotionally tense situations and recognize the need to access internal and external mental health benefits and resources for your staff and yourself;
• Establish and maintain effective working relationships with Police Department employees, Supervisors, Fire Personnel, other city employees, and the public.

PHYSICAL DEMANDS

The physical demands and environmental characteristics 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 the essential functions.

• The position is generally sedentary. Employees sit most of the time but may walk or stand for brief periods of time.
• Visual and muscular dexterity to operate communications equipment (computer-aided dispatch equipment, telephones, and radios).
• Lift and carry materials weighing up to 30 pounds.

The City of Maricopa is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Job Type: Full-time

Pay: $59,357.00 - $90,239.33 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 12 hour shift

Work Location: In person