Communications (Operations) Supervisor

DEADLINE TO APPLY: Friday, April 12, 2024, by 5:00 p.m. 

THE POSITION:

The City of Hayward is excited to announce its recruitment for the position of Communications (Operations) Supervisor. The incumbent exercises the day to day technical and functional supervision over assigned communication personnel and receives general direction from the Communications Manager.

To provide lead and shift supervision to communication staff in a centralized communications center; and to operate radio and telephone equipment in dispatching public safety equipment, personnel or other City services. This is the supervisory class in the Communications Operator series. Employees perform the most difficult and responsible types of duties assigned to classes within this series including providing technical and functional supervision over communication personnel. Employees at this level are required to be fully trained in all procedures related to assigned area of responsibility.

You are:

The ideal candidate will display a strong sense of professionalism with a commitment to providing excellent service. The candidate will have excellent communication skills and promote teamwork and accountability. The ability to multi-task, effectively manage and train personnel in a demanding environment and prioritize work is required. Successful completion of the Peace Officer Standards and Training Dispatcher Supervisor Course is highly desirable.

What you will do:

Essential responsibilities and duties may include, but are not limited to the following:

Receives emergency and non-emergency calls from the public, private companies and other jurisdictions.

Dispatch police and fire personnel, equipment or other City services in response to calls.

Relays emergency and non-emergency information to public safety personnel in the field as required.

Supervises day to day operation of assigned shift; directs and monitors work flow.

Prepares work schedules and assigns personnel to various tasks required within assigned shifts, and ensures good customer services to internal and external customers.

Evaluates performance of assigned communications personnel; work with employees to correct deficiencies; implement disciplinary procedures; and counsels employees.

Approves days off and vacation requests from Communications Operators and coordinates replacements for vacancies; schedules emergency and short term assignments of communications personnel.

Assists in the development and implementation of new policies, procedures, programs and goals/objectives for the Communication Center.

Assists in identifying training needs and the design of training programs; supervises and/or provides training to employees and other City department personnel on Communication Center operations.

Maintains communication with public safety personnel regarding Communications Center issues; attends line-ups, special operations briefings and inter-agency meetings to ensure current information is available to the Communication Center.

Maintain 24-hour logging tapes, including furnishing copies of tapes for investigations and courts; and testify in court.

May be assigned to act in the absence of the Manager.

Performs related duties as assigned.

For a complete job description, please visit: Communication Supervisor Job DescriptionCORE COMPETENCIES 

Knowledge of:

• Manual and computer aided emergency communication equipment, procedures and practices.

• County, state and federal law enforcement computer systems.

• English usage, including comprehension and grammar.

• Communications rules and regulations governing the operation of radio transmitting and receiving systems.

• Principles of supervision, training, and performance evaluation.

Ability to:

• Plan, assign and evaluate the work of others.

• Operate manual and computer aided radio and telephone equipment in dispatching public safety equipment and personnel.

• Perform several job tasks effectively under pressure for sustained periods of time.

• Memorize and retain information from a variety of sources.

• Teach procedures and equipment operation to others.

• Interpret information from distraught, incoherent or angry callers and relay critical facts to appropriate emergency or nonemergency personnel.

• Assign priorities both to incoming calls and to dispatch of calls for service.

• Respond to request for emergency and nonemergency services in a professional and courteous manner.

• Speak clearly and concisely in an understandable voice via radio and telephone and in person.

• Type accurately at a speed of 35 words per minute.

• Work various shifts, including day, swing and graveyard as well as weekends and holidays.

• Establish and maintain effective working relationships with those contacted in the course of work.

JOB RELATED AND ESSENTIAL QUALIFICATIONS

You have:

Experience and Training

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

Experience: Two years of responsible emergency dispatching experience comparable to the Communications Operator in the City of Hayward.

Training: Equivalent to the completion of the twelfth grade.

OTHER REQUIREMENTS

License or Certificate: Possession of the Basic POST Dispatch Course Certificate of Completion.

SPECIAL REQUIREMENTS

Essential duties require the mental and/or physical ability to: work in an emergency call center environment; perform repetitive hand movements and fine coordination to enter data using a computer keyboard and mouse/trackball, use standard office equipment; safely lift, carry, and maneuver radio equipment or office supplies weighing up to 35 pounds; in the performance of daily office activities dexterity to operate computer keyboards; answer phones; hear tones, signals and radio and phone traffic as outlined by POST hearing standards; visually read and monitor computer screens; react and remain calm in emergency situations, sit for prolonged periods of time; converse by telephone and be clearly understood; interact with the public and all different levels of City staff in a professional manner.

BENEFITS AND REWARDS:

This summary provides a brief overview of the benefits available to regular full-time City employees.  Depending on employee group, some of these benefits may include:

• Your choice of CalPERS Medical Plan (with generous employer contribution)

• CalPERS Defined Benefit Retirement Plan (2.5% at 55 for Classic CalPERS members | 2.0% at 62 for New CalPERS members | 3.0% at 50 for Classic Safety members | 2.7% at 57 for New Safety Members)

• Dental Insurance (plans available through Dental Dental or United Concordia)

• Vision Insurance

• Life Insurance

• Disability Insurance

• Paid Leave

• Paid Holidays

• Flexible Spending Accounts

• Tuition Reimbursement

• Health and Wellness Reimbursement

• Professional Development Reimbursement

• 457 Deferred Compensation Plan (employee paid)

• Other Employee Paid benefits include Aflac, LegalShield, etc

SELECTION PROCEDURE

Candidates must submit a completed City of Hayward job application, which fully describe the nature of their professional experience and qualifications.  Be sure to scan and attach a copy of your Basic POST Dispatch Course Certificate of Completion to your on-line application; certificates may also be emailed to employment@hayward-ca.gov no later than Friday, April 12, 2024, at 5:00 PM.  Applications submitted without all required materials will not be considered.

Based on the information provided, employment applications will be reviewed for minimum qualifications.  Those best qualified may be invited to the next phase of the process, which may include an oral, practical, written examination and/or supplemental questionnaires reviewed by subject matter experts.

The examination process will result in a ranked eligible register of candidates for hiring consideration by the department derived from any of the exam processes mentioned above.  Actual hire depends on success in the departmental selection process.

Candidates under final consideration for employment with the City should expect to undergo an employment background/reference check that may include, but is not limited to: employment history, confirmation of educational credentials and degrees, licenses including driver's license, registrations, certificates, and other credentials as part of the appointment process. Some positions, depending on the nature of the work, also require a credit check and a review of Summary Criminal History obtained from the State Department of Justice through Live Scan Fingerprinting.

Applicants will be notified electronically via Government Jobs as to their status in the selection process.  It is the responsibility of the applicant to ensure they can receive email notice from NEOGOV/Government Jobs and the City of Hayward.

The City of Hayward reserves the right to modify the selection process as necessary to conform to administrative or business necessity.

Tentative Date of Examination(s):

Candidate Orientation

• April 18, 2024 (Via Zoom)

Job Related Testing (Examination) - Week of May 6, 2024

The examination process will result in a ranked eligible register of candidates for hiring consideration by the department derived from any of the exam processes mentioned above.

Department Interviews

- Actual hire depends on success in the departmental selection process.

Candidates under final consideration for employment with the City should expect to undergo an employment background/reference check that may include, but is not limited to: employment history verification, medical evaluation, confirmation of educational credentials and degrees, licenses including driver's license, registrations, certificates, and other credentials as part of the appointment process. Some positions, depending on the nature of the work, also require a credit check and a review of Summary Criminal History obtained from the State Department of Justice through Live Scan Fingerprinting.

APPLICATIONS

Candidates are encouraged to apply online at www.hayward-ca.gov under the Current Vacancies tab or at www.GovernmentJobs.com.  Paper applications can be obtained by visiting the Human Resources Department at Hayward City Hall located at 777 B Street, Hayward, CA  94541.  Office hours are Monday through Friday, 8 a.m. to 5 p.m.

Apply prior to the closing time of the job announcement and allow at least one (1) hour to submit your application if you are a new user to the system.  Our on-line application system is provided by Government Jobs. If you have problems while applying online, please contact the Government Jobs Help Desk at (855) 524-5627.

The City of Hayward is an Equal Opportunity Employer