Public Safety Dispatch Supervisor

Job Summary Supervises the shift operations of the Public Safety Communications Center that provides call answering services for City 9-1-1 emergency and non-emergency public safety phone lines and radio dispatching for local police, fire, and emergency medical service radio dispatching. Representative Duties Selects, trains, supervises, and evaluates Public Safety Dispatchers to ensure the completion of emergency response responsibilities and duties. Oversees and coordinates the daily operations of 12-hour Communications Center shift including but not limited to assigning shift duties, coordinating staff during complex emergency events, and working with public safety personnel to resolve issues and concerns. Oversees Communications Training Officers’ progress in training new personnel, assisting with trainer and trainee oversight and coaching. Contributes to the long-range planning for the Communications Center and Office of Emergency Management, including staffing and training plans. Attends multi-agency coordination meetings, as required. Assists in the maintenance of a Quality Improvement Program for radio and telephone communications within the Communications Center, including providing coaching and writing evaluations for public safety dispatchers. Reviews public safety reports for complete and accurate data entries. Evaluates effectiveness of schedules and equipment. Reports issues and deficiencies to leadership team and suggests potential solutions. Investigates complaints and makes recommendations regarding appropriate course of action and participates in coaching or discipline. Makes arrangements to ensure safe staffing to support Communications Center and first responders during unexpected scheduling challenges. Responds to citizen and departmental concerns, providing empathetic customer service. Has basic awareness of dispatcher wellness practices and helps to identify and mitigate dispatcher stressors and build team resilience. Performs routine radio and dispatch equipment testing, diagnosis of problems, and reports unresolved issues. Identifies and may request materials and supplies, as needed. Reports facilities concerns as identified. Monitors appropriate police, fire, and ambulance agencies' emergency radio systems. Monitors and assigns facilities/equipment cleaning and maintenance duties to Communications Center personnel and partner agencies. May assist in the preparation of management reports. May be required to function as a call taker or radio operator for relief or as needed during shift or on a full shift basis, as needed. May be assigned to administer Emergency Medical Dispatch (EMD) in-service and other continuing education training. Performs other related duties, as assigned. Requirements Knowledge of: Principles of supervision Emergency dispatching procedures and techniques Radio communications protocols and techniques Computer Aided Dispatch software and desktop computer operations Technical and operating principles, practices, and problems in public safety communications systems Emergency Medical Dispatch protocols and dispatch algorithm procedures Law enforcement and related public safety agencies providing emergency services Customer service techniques Awareness of dispatcher wellness practices and helps to identify and mitigate dispatcher stressors and build team resilience. Principles and techniques of conflict resolution Principles of training in all dispatch skillsets Ability to: Select, train, evaluate, and supervise assigned staff Analyze problems and assist in developing policies and procedures Communicate effectively, both orally and in writing Learn and develop a high level of proficiency in new computer software applications Learn fire and police equipment and resource capabilities and develop strategy for various types of fire and rescue emergencies Use independent judgment and make sound decisions consistent with the communication center’s mission, values, philosophies, p…

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