Emergency Communications Operator III - Shift Supervisor

Job Summary

Responsible for serving as a shift supervisor in the County's E9-1-1 Communications Center.

Job Functions

ESSENTIAL JOB FUNCTIONS

• General supervision and operational control, subject to the orders of the Training Coordinator, over the day-to-day activities related to Center operations and the overall order, efficiency, and discipline of Center personnel

• Develops and maintains work schedules for personnel

• Reviews reports of activities of all personnel; confers with subordinates to advise and assist with difficult or unusual problems

• Researches complaints against the Center or Center personnel and presents the findings to the Training Coordinator

• Maintains a continuing technical review of the effectiveness of existing procedures; assists in developing new and revised policies and procedures, rules, and regulations

• Executes general and special assignments

• Maintains records and files; prepares reports, responses to requests, etc.; and if necessary, evaluates the problem and presents viable alternatives or solutions to the director

• Answer phone calls on 911 lines and non-emergency lines for the Culpeper County Public Safety Communications Center

• Interview callers to obtain essential information and record data on incidents as they develop

• Analyze calls for priority level of emergency response and take or recommend an effective course of action to protect life and property by applying complex police and fire policies and procedures

• Broadcast calls for service to police/fire field units, order services requested by field units, dispatch and/or cancel field unit back-up assistance and monitor field units for service

• Operate sophisticated computer-aided dispatch radio and phone systems and accurately enter information into the computer, including brief descriptions of crimes, incidents, or other emergencies

NON-ESSENTIAL JOB FUNCTIONS

• Provides information and education to the public on EMS, public safety and related topics

• Perform related duties as required

Qualifications

Education and Experience:

Education equivalent to a high school diploma and at least 5 years of experience in an E911 center involving emergency response dispatching, answering telephones and/or data entry. One year minimum as an Emergency Communications Officer II.

Special Qualifications:

Must possess satisfactory results of a criminal history background check. Must pass promotional process. Must have, and meets standards rating or higher on last 3 job evaluations. Must possess a valid Virginia's Drivers license. Must successfully complete criminal history background investigation, including fingerprinting to include no felony convictions, no serious misdemeanor convictions, all convictions shall be reviewed on a case-by-case basis. Successfully completed and has maintained all necessary requirements for maintaining all certifications. Superior knowledge of all working systems within the E911 including but not limited to: Radio Systems, E911 phone System, CAD system, NCIC/VCIN system. Successfully complete APCO Communications Supervisor training within six months of promotion. Successfully complete ICS 300 within one year of promotion. No infractions resulting in disciplinary action within the last 24 months. Public safety experience is preferred. General knowledge of methods of operating communication systems, radios and teletype procedures is preferred.[AM1] Completed and passed: ICS 100, 200; NIMS 700; PST 1; CPR; EMD; Fire Communications; Dispatchers Role in Homeland Security; NCIC/VCIN; DCJS Basic Communications School; Communications Training Officer; and all other aspects as related to in-house training.

Knowledge, Skills, and Abilities:

• Ability to supervise and lead employees in the department

• Knowledge and ability to communicate organization's mission and vision; act as a role model to others

• Superior Ability to read maps and knowledge of county geographical area, road systems and the locations of landmarks

• Considerable knowledge of methods of operating communication systems, radios, and teletype procedures

• Ability to operate complex computerized equipment rapidly and accurately while receiving information by telephone

• Ability to follow curriculum and train new employees

• Ability to work well in emergency situations

• Skilled in assisting and providing guidance in complex emergencies

• Ability to speak distinctly and use correct telephone answering techniques

• Ability to hear and distinguish between several voices at the same time while acquiring and retaining information such as names, numbers and locations

• Ability to wear headset

• Ability and willingness to work any shift to which assigned

• Ability and willingness to work assigned weekends and holidays

• Ability to multitask

• Ability to follow oral and written instructions

• Ability to deal courteously with public under stressful conditions including handling irate persons and emotional situations while pulling critical information from callers

• Skill in working under pressure of deadlines and establishing and maintaining cooperative

• Ability to use CIT training to de-escalate crisis situations prior to law enforcement arrival on the scene

Working Conditions & Disclaimer

WORK ENVIRONMENT

Essential functions are regularly performed in a Duties are normally performed in a public safety emergency communications center setting, often under stressful conditions, primarily sitting for extended periods of time at a telecommunications console position utilizing radio, telephone, and computer equipment. Hours of operation are 24 hours a day, 365 days a year. The employee is primarily scheduled for shift work hours which normally are 2-3 day periods consisting of 12-hour days. Work periods may have permanent or rotating days off, frequently requiring the employee to work holidays, evenings, or nights. The employee in this position is considered essential personnel, and is subject to working overtime, being held over, or called back for disasters, local emergencies, or special events. Frequent contact with the public, police, fire and emergency.

Disclaimer

This above information on this description has been designed to indicate the general nature and level of work performance by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications as required of employees assigned to this job.

In compliance with the Americans with Disabilities Act, Culpeper County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

General Sign-off: The employee is expected to adhere to all County policies and to act as a role model in the adherence to the policies.