Dispatch Supervisor

Description/Special Instructions

The City of Elk Grove is now accepting applications for the position of

DISPATCH SUPERVISOR

The City of Elk Grove is seeking a motivated, dependable, and experienced 911 professional who has the skills and ambition to lead, coach, and mentor a team of Dispatchers.

The Dispatch Supervisor is responsible for overseeing a team of dispatchers during their day-to-day operations. They also work closely with other supervisory staff and the Public Safety Communications Manager to ensure the success of the center. The ideal candidate will possess strong leadership skills with a focus on mental health, work/life balance, and creating a positive workplace culture.

The Dispatch Supervisor is responsible for monitoring and leading staff activities to make sure performance standards are met, as well as providing feedback and support to Dispatch staff as needed during normal operations and throughout any major incidents. The Dispatch Supervisor also ensures the proper function of necessary Dispatch equipment and technology, evaluates and recommends staffing levels to provide superior service to the citizens of Elk Grove, and coaches and mentors dispatch staff.

Important Recruitment Information:

Filing Deadline: 11:59 P.M. on July 29, 2024

Oral Board Interviews: August 6 - 7, 2024 (In Person)

Selection Interviews: August 12, 2024 (In Person)

The City offers a competitive salary and generous benefit package including CalPERS retirement benefits, on-site wellness classes, a deferred compensation match and more.

Why work for the City of Elk Grove? Proud Heritage. Bright Future.

COMMUNITY PROFILE

Elk Grove is a vibrant, family-friendly community of approximately 174,775 people in the Sacramento, California region, located 14 miles south of the State Capital and 60 miles east of the Bay Area. Elk Grove is a young, ethnically diverse, modern city that was incorporated in 2000. Elk Grove has low crime, excellent schools, over 100 community parks and 28 miles of trails, plentiful dining and shopping options, numerous annual events and festivals, and over 270 sunny days per year.

Representative Duties

DESCRIPTION:

Under direction, supervises, assigns, reviews, and participates in the work of staff responsible for the daily services and activities of the Police Department's Dispatch/911 Bureau; including receiving, evaluating, prioritizing and dispatching calls for emergency and non-emergency public safety assistance;, ensures work quality and adherence to established policies and procedures; performs the more technical and complex tasks relative to assigned area of responsibility; and provides highly responsible and complex staff assistance to the Public Safety Communications Manager.

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

1.Coordinates and participates in the administrative and operational activities for the Public Safety Dispatch/911 Center within the Police Department including; planning, prioritizes, assigns, supervises, evaluates and reviews.

2.Performs the full range of Dispatcher duties as necessary; assists staff with calls for service, radio dispatching, or handling of emergency calls/critical incidents as they arise; provides support and handles requests as needed.

3.Participates in ongoing development/evaluation/implementation of disaster preparedness planning, policy & procedure and use of back up equipment to include; UPS, Generator, 911, telephony, and radio systems. Conducts periodic drills utilizing alternate facilities and equipment.

4.Completes requests for subpoenas, phone calls, radio recordings, and other requested items. Administers schedule, ensures appropriate staffing levels and methods for providing Police Dispatch/911 Bureau services; identifies resource needs; reviews needs with appropriate management staff; allocates resources accordingly.

5.Participates in the development and implementation of goals, objectives, policies, and priorities; recommends and implements resulting policies and procedures; makes recommendations for changes and improvements to existing standards, policies, and procedures; participates in the implementation of approved policies and procedures; monitors/evaluates work activities to ensure compliance with established policies and procedures. Works with employees to correct deficiencies; implements corrective action and discipline procedures as necessary.

6.Identifies improvement of service delivery methods and procedures; identifies resource needs; reviews with appropriate management staff; implements improvements.

7.Participates in the selection of dispatch personnel; provides or coordinates staff training; Participates in the preparation and administration of assigned budget; submits budget recommendations; monitors expenditures.

8.Performs the more technical and complex tasks associated with dispatch related software and equipment; evaluates systems and ensures they are functioning at full capacity; documents malfunctions; maintains multiple inventories; coordinates repairs and replacements.

9.Interprets and applies laws, regulations and policies governing dispatch operations.

10. Establishes and maintains effective working relationships with co-workers, public safety personnel, representatives from other governmental departments and agencies, vendors, contractors, consultants, sworn personnel and members of the general public. Deals positively with confrontation and controversial issues.

11. Coordinates public safety dispatch center activities with those of other divisions and outside agencies and organizations.

12. Attends and participates in professional group meetings; maintains awareness of new trends and developments in the field of public safety telecommunications; incorporates new developments as appropriate into programs.

13. Performs related duties as required.

Qualifications

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

• Operational characteristics, services, and activities of a public safety telecommunications and dispatch center.

• Basic principles and practices of program development and administration.

• Principles of supervision, training, and performance evaluation.

• Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems and multi-channel radio systems.

• Principles and procedures of record keeping.

• Principles of business letter writing and report preparation.

• Pertinent federal, state, and local laws, codes, and regulations.

• Basic principles of municipal budget preparation and control.

• Methods and techniques of receiving, prioritizing, and dispatching emergency and non-emergency calls for service.

• Law enforcement and emergency service procedures for responding to and handling reported incidents.

• Techniques of questioning for both emergency and non-emergency calls.

• Modern office procedures, methods, and computer equipment including specialized public safety computer systems and applications including the Criminal Justice Information System (CJIS) and the National Crime Information Center (NCIC) computer systems.

• Standard radio broadcasting procedures and rules; radio codes currently used by the Elk Grove Police Department.

• Functions of the Police Department and other City departments.

• Geographic features and locations within the area served.

• English usage, spelling, grammar, and punctuation.

• Methods and techniques of telephone etiquette.

• Methods and techniques of conflict resolution.

Ability to:

• Coordinate and direct the services and activities of the public safety dispatch center.

• Supervise, direct, and coordinate the work of assigned staff.

• Select, supervise, train, and evaluate staff.

• Schedule effective twenty-four hour telecommunications center operations.

• Recommend and implement goals, objectives, policies, and procedures for providing public safety dispatch center services and activities.

• Understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities.

• Understand, interpret, and apply general and specific administrative and departmental policies and procedures as well as applicable federal, state, and local policies, laws, and regulations.

• Participate in the preparation and administration of assigned budgets.

• Plan and organize work to meet changing priorities and deadlines.

• Effectively represent the City to outside individuals and agencies to accomplish the goals and objectives of the unit.

• Work cooperatively with other departments, City officials, and outside agencies.

• Respond tactfully, clearly, concisely, and appropriately to inquiries from the public, City staff, or other agencies on sensitive issues in area of responsibility.

• Prepare clear and concise reports.

• Analyze problems, identify alternative solutions, project consequences of proposed actions, make recommendations and participate in implementation process in support of goals.

• Research, analyze and evaluate new service delivery methods and techniques.

• Effectively communicate and elicit information from upset and irate callers.

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

• Hear and distinguish radio voice traffic within normal levels and over background noise.

• Make independent decisions that affect the safety of public safety personnel, citizens, and property, such as those involved in determining the urgency of requests received and the appropriate action to take.

• Dispatch police units quickly and effectively.

• Think quickly, calmly, and clearly in emergency situations.

• Perform multiple tasks simultaneously.

• Operate a variety of telecommunications receiving and transmitting equipment including radio transmitting communication equipment, teletype equipment, and computer equipment.

• Operate specialized public safety computer systems and applications.

• Read and interpret maps and other navigational resources and give directions.

• Type and enter data accurately at a speed necessary for successful job performance.

• Work under pressure, exercise good judgment, and make sound decisions in emergency situations.

• Maintain composure, alertness and concentration while working for extended periods of time.

• Compile, maintain, process, and prepare a variety of records and reports.

• Deal tactfully and courteously with the public reporting emergencies and seeking information or filing a report.

• Maintain confidentiality.

• Communicate clearly and concisely, both orally and in writing.

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

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:

Equivalent to the completion of the twelfth grade supplemented by successful completion of the basic dispatcher course. Completion of specialized public safety dispatch training and college level course work in management, supervision, or other related field is highly desirable.

Experience:

Three years of increasingly responsible dispatching experience. Lead, training, tactical, supervisory and/or administrative experience is desirable.

License or Certificate:

Possession of an appropriate, valid P.O.S.T. Dispatcher Certificate.

Out of state candidates only: Must possess an appropriate, valid California P.O.S.T. Dispatcher Certificate within 12 months of hire.

Physical Demands and Work Environment

The conditions herein 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 job functions.

Environment: Work is performed in an office and emergency services dispatch center setting with extensive public contact; incumbents are required to work evening, night, weekend, and holiday shifts; incumbents may be called back or held over to maintain staffing levels.

Physical: Primary functions require sufficient physical ability and mobility to work in an office and emergency dispatch center setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

Vision: See in the normal visual range with or without correction.

Hearing: Hear in the normal audio range with or without correction.

The City of Elk Grove is an equal opportunity employer and is committed to creating a work environment in which all individuals are treated with respect and professionalism. In accordance with the Americans with Disabilities Act, should special accommodations be necessary at any stage of the selection process, please contact the Human Resources Department at (916) 478- 2230.