Public Safety Telecommunications Supervisor

Salary: $59,953.92 - $81,371.68 Annually
Location : High Point, NC 27260
Job Type: Full-Time
Job Number: 6960
Department: Comm & Info Services Administration
Opening Date: 03/25/2024
Closing Date: 4/8/2024 11:59 PM Eastern
Job Description
Public Safety Telecommunications Supervisors oversee a team of responsible technical professionals to provide a critical link between the public and emergency responders of the City's fire and law enforcement departments while relaying calls for emergency medical services and other jurisdictions to the appropriate agencies. They use a variety of technologies, including computer aided dispatch (CAD) systems, digital trunked radio systems, and secure criminal and motor vehicle information networks to coordinate and document responses to calls for assistance in High Point. Telecommunications Supervisors oversee a shift of Telecommunicators, under the direction of the Telecommunications Manager, in rotating shifts to provide 24-hour service every day of the year. Telecommunications Supervisors participate in training and exercises independently and with their teams to ensure the highest level of performance and readiness for the ever-changing challenges presented by the modern Public Safety environment.
Essential Tasks

• Directs, supervises, and participates in the day-to-day operation of the City's 911 Emergency Communications Center (ECC);
• Conducts performance evaluations, investigates complaints, recommends discipline and recognition, and reviews quality assurance audits for employees;
• Coordinates employees schedules, processes time off requests, prepares and approves timesheets for payroll;
• Coordinates and oversees the repair of operational communications equipment;
• Assists with updates and maintenance of operating procedures and reference materials;
• May oversee the training of new personnel in procedures, policies, and techniques;
• Provides input to the budget process and assists in planning major capital purchases;
• Assists as a statistical analyst;
• Prepares and maintains various reports;
• Receives voice, text, and video communications concerning Public Safety, collects, analyzes, and triages the information, then coordinates an appropriate response by Public Safety field units while documenting the required information in the computer aided dispatch system.
• Uses digital trunked mobile radio system to coordinate efficient emergency responses, relays calls for services, passes along operational information and messages, monitors the radio system to document self-initiated Public Safety activity by field units, and responds to distress calls from field units; conducts accountability and safety procedures as necessary.
• Uses specialized training to effectively communicate and build a rapport with panicked, injured, and/or impaired individuals to obtain necessary and vital information necessary for an effective emergency response.
• Uses national and state criminal information computer systems in response to requests from and to communicate with Federal, State, and Local Public Safety officials.
• Monitors and responds to a variety of dedicated Public Safety systems to help locate distressed individuals and coordinate emergency responses.
• Works with Telecommunicators from other agencies, sworn and civilian Law Enforcement personnel, Fire Department personnel, Emergency Medical personnel, Emergency Management personnel, and other local, county, and state agencies to access and coordinate necessary resources for situations that may require them.
• Works with City utilities and third-party organizations as needed to obtain resources for Public Safety situations.
• Conducts periodic tests and basic maintenance of the equipment within the communications facilities.
• Ensures that all work is performed in accordance with division, department, and city standards, policies, and procedures, to include OSHA and other Federal and State mandates.

Qualifications

• Basic Telecommunicator Certification through an APCO Certified Agency Program, APCO, NENA, and/or the NC Justice Academy.
• Formal Education and Experience
  1. High School Diploma or equivalent and 10 years of progressive telecommunications experience

OR

1. High School Diploma or equivalent and 5 years of progressive telecommunications experience and holds the rank of Telecommunicator II

OR

1. Undergraduate Degree or higher in a relatable field and 2 years of progressive telecommunications experience and holds the rank of Telecommunicator I.

• Must have at least 2 years of supervisory experience.
• Must have or obtain a valid North Carolina Driver's License upon employment.
• Must be able to obtain the appropriate certifications to utilize the North Carolina State Bureau of Investigation Division of Criminal Information services and the Federal Bureau of Investigations National Crime Information Center.
• Must have or obtain FEMA Certifications in ICS 100, ICS 200, and ICS 700 upon employment.
• Must successfully complete a thorough background investigation to include a polygraph examination, psychological evaluation, and appropriate medical clearances.

Preferred Requirements and Skills

• Formal Education
  1. Undergraduate Degree in 911 Communications and Operations, Criminal Justice, Psychology, Information Technology, or any closely related program.
• APCO or NENA Communications Center Supervisor Certification
• APCO or NENA Communications Training Officer Certification
• NC DCI Module 1 Certification
• FEMA Certifications in ICS 100, ICS 200, and ICS 700
• Expertise with Computer Aided Dispatch systems, particularly Central Square's OneSolution system.
• Expertise with Public Safety radio systems, particularly Motorola's MCC 7500E Elite system.
• Expertise with Public Safety ESInet phone systems, particularly Motorola's Vesta 911 system.

Physical Requirements
Degree of Physical Demands (Strength) usually associated with this classification:

• Light Work: Exerting negligible amount of force constantly to answer telephone, key microphones and move objects. Physical demand requirements usually require some walking or standing; however, worker sits most of the time. Headphones are used and there is significant use of arms and hands.

Type of Physical Demands usually associated with this classification:

• Reaching, Handling, and Fingering: (Reaching - Extending the hand(s) and arm(s) in any direction). (Handling - Seizing, holding, grasping, turning, or otherwise working with hand and hands (fingering not involved). (Fingering - Picking, pinching, punching or otherwise working with fingers primarily (rather than with whole hand or arm as in handling).

Talking and/or Hearing:

• (Talking - Expressing or exchanging information by means of spoken word). (Hearing - Perceiving nature of sounds by ear).

Seeing: The ability to perceive the nature of objects by the eye.

• Recommended guidelines for vision are:

1. Acuity, far - Clarity of vision at 20 feet or more. Must be able to see equipment at other side of room. Both eyes 20/25 -R 20/30 -L 20/30 corrected
2. Acuity, near - Clarity of vision at 20 inches or less. Must be able to see equipment near at hand. Both eyes 20/25 corrected
3. Depth Perception - Three-dimensional vision. Ability to judge distance and space relationships to see objects where they are. Must be able to judge distances to use both hands in performing different tasks at the same time. Depth perception - 4
4. Field of vision - Area that can be seen up and down or to right or left while eyes are fixed on a given point. Must be able to see wide span of equipment to cover all screens within assigned area.
5. Accommodation - Adjustment of lens of eye to bring an object into sharp focus. This item is especially important when doing near-point work at varying distances from eye. Must be able to adjust the lens of eye to glance quickly at numerous screens located at varying distances.

Mental Activity/Requirements
Reasoning ability usually associated with this classification:

• Ability to apply principles of logical thinking to a wide range of intellectual and practical problems often involving persons who are sick, frightened, or excited due to the circumstances surrounding them; to comprehend and deal with a variety of situations in an expedient manner. Good judgement is essential.

Minimum Reading ability usually associated with this classification:

• Reading Recognition and Comprehension:
  • Ability to read instruction books and technical journals, statistical reports and documents related to the job.

Minimum Math ability usually associated with this classification:

• Use of general math skills and statistics:
  • Ability to work with mathematical data and statistics to maintain a variety of records and reports.

Minimum Verbal Learning and Memory ability usually associated with this classification:

• Ability to process incoming auditory information, organize in a meaningful way the content of the incoming conversation, and to recall the details.

Minimum Attention Span and Concentration ability usually associated with this classification:

• Ability to attend to incoming auditory information for periods of time of varying parameters; ability to accurately concentrate on auditory and visual materials; ability to attend to multiple simultaneous activities.

Personality Requirements

• Must be generally psychologically stable, and free of significant psychological or emotional disorders which would interfere with the ability to work under stressful conditions and function with Public Safety personnel in a cooperative and effective manner.
• Must possess adequate empathetic traits and social skills to be able to help others in need, as well as to be able to work on a team requiring varying degrees of interaction in close quarters.
• Ability to work under extremely stressful conditions, while at other times may require the ability to tolerate a decreased need for intervention services and/or tolerate boredom.

Environmental Conditions
Physical Surroundings

• The worker is subject to inside and outside environmental conditions.

Hazards

• No environmental hazards indicated for this classification.

Machinery/Tools/Work Aids/Other Equipment

• Specialized software programs for computer aided dispatch, NextGen911, trunked radio systems, law enforcement terminals, networked computers, and other Public Safety sensitive programs.
• Mobile emergency communications response vehicles with included Public Safety equipment.
• General office equipment.

Our Commitments
The City of High Point is committed to be an Equal Opportunity Employer which celebrates diversity and seeks to attract and retain the best qualified partners in service to the Citizens of the City of High Point. The City of High Point is an at-will employer and employees may be terminated or may terminate their employment at any time with or without reason for any reason not prohibited by law.
The City of High Point is committed to classifying and compensating its employees fairly and equitably for the work they do weighed with both the internal capabilities and the external market. While the job description is not intended to and does not create a contract of employment, we are excited to use this "living document" as a guide for managing performance and positions to ensure job descriptions are reflective of the current work required by the incumbent or expected by any candidate to whom an offer of employment is extended.
The City of High Point is committed to providing a safe, comfortable working environment to all employees. To that end, we are proud to comply with all Occupational Safety and Health Administration (OSHA) requirements, as well as make reasonable accommodations to candidates and employees as we are able in accordance with the Americans with Disabilities Act (ADA). Candidates selected for employment must undergo (a.) a physical to determine whether they will be able to safely complete the essential functions of the job with or without a reasonable accommodation (b.) a drug screening, in accordance with the City's drug and alcohol policy and (c.) a background screening to determine whether there is any current, pending or previous charge, conviction or other infraction deemed incompatible with service in the capacity for which the candidate is being hired. Successful results from all three of these conditions will result in an offer of employment.
City of High Point - Benefits Overview Statement
The City of High Point offers a comprehensive benefits package to all regular full-time employees including vacation, holiday, and sick leave as well as medical, dental, vision, and life insurance. Employees in designated part-time positions may participate in some of the benefit programs offered to regular full-time employees.
Access the following link to view City of High Point Benefits and links to Benefit sites:
Benefits Overview
The Benefits Handbook provides a summary of benefits for City of High Point Employees. Benefits Booklet =
01
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• No, my license is expired
• No, I do not have a valid NC Driver's License

02
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