Telecommunications Supervisor

Full Benefits Package Including:

• Paid holiday, vacation & sick leave to support your work/life balance
• Insurance options
• Free employee clinic for medical coverage participants
• TMRS retirement with 14% City contribution
• Mental health and financial education benefits
• And much more!

The Telecommunications (TC) Supervisor is the front-line supervisor for all Telecommunicators assigned to their shift. TC Supervisors are responsible for overseeing all operational concerns of their shift, ensuring compliance with all protocols, policies, and procedures as well as all legal requirements. TC Supervisors will assist with training in coordination with senior management, make informed decisions where an immediate operational determination is required. TC Supervisors participate in administrative duties to include shift scheduling, maintaining accurate payroll documentation, and performance management. TC Supervisors will assist in the maintenance and updating of the Computer Aided Dispatch (CAD) system, to include user and password maintenance. TC Supervisors will provide recommendations for updates and/or changes to policy and procedure to best improve operational performance.
Additional responsibilities include receiving and processing calls-for-service; entering and retrieving data in the CAD system; and processing general information requests for the public or other agencies and ensuring an efficient a timely dispatch thereof. Along with Telecommunicators, TC Supervisors are responsible for the assignment, tracking, monitoring, and information dissemination to field units via appropriate radio frequency. TC Supervisors are responsible for maintaining complete and accurate records of all transactions.

• Supervises operations including, but not limited to:
  • Emergent operational determinations
  • Monitoring and ensuring compliance with protocols, policies, procedures, and legal requirements
  • Assist with training oversight
• Administrative functions including, but not limited to:
  • Overseeing shift scheduling to comply with manning requirements
  • Performance management of assigned personnel
  • Maintaining accurate payroll documentation
  • CAD maintenance (tables, user/password maintenance, etc)
  • Update and maintain resource files
  • Provide policy and procedural recommendations to senior management
• Receives and processes incoming calls for service via multiple lines including 9-1-1, other emergency lines, numerous non-emergency lines, alarm panels, and TDD/TTY (Telecommunications Device for the Deaf & Hard of Hearing) line.
• Utilizes call-taking protocols to obtain pertinent information including but not limited to:
  • Location of incident;
  • Type of incident/complaint;
  • Complainant's name, address, phone number; and
  • General information and details that would assist the responding agency(s).
• Receives and processes calls for all City Departments, as needed, to include:
  • Police, Fire Department/EMS, Public Works & Engineering, Animal Control, etc.
• Documents information related to calls for service in the computer or on hand written forms.
• Maintains complete and accurate records of each event for all calls for service or routine radio communication from field units.
• Dispatches all calls for service to the appropriate responding unit(s) in a timely and efficient manner.
• Monitors all activities of field units on assigned radio frequency(s) to include status and location.
• Performs all transactions as needed into local, state, and national Crime Information databases as dictated by the Texas Department of Public Safety (DPS). Transactions include, but are not limited to:
  • Hit confirmations, locate, entries, clearances, cancellations, administrative messages
• Maintains proficiency and complete continuing education requirements mandated including, but not limited to:
  • TCOLE license
  • Call-taking protocol certifications
• Reviews and maintains knowledge of all policies, procedures, memoranda, or directives that govern and regulate the operations of the Communications Division.
• Performs all other related duties as assigned.

REQUIRED:

1. High school diploma or equivalent (GED).
2. Two years of experience in related field.
3. Demonstrated supervisory experience.
4. Texas Commission on Law Enforcement Officer Standards and Education (TCOLE) license

SKILLS, KNOWLEDGE, AND ABILITIES

• Strong interpersonal and communications skills, both in speech and in writing.
• Remain calm and successfully handle all situations under stressful and emergency conditions. Speak clearly and concisely.
• Function in rapidly changing situations ranging from low to very high stress.
• Operate radio and telephonic systems to communicate with the public and emergency services. Input/inquire/locate data in computer systems to obtain information.
• Prioritize and process multiple concurrent requests for assistance or information.
• Maintain professional demeanor to get along appropriately with co-workers, responders, and the public.

Overall Position Strength Demands

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Employment Type: Full Time