Emergency Communications Supervisor

Under general direction, supervises the daily activities and operations of police and fire dispatch personnel in the Emergency Communications Center. Determines a course of action during crisis situations and applies sound judgment to broad policy or procedural guidelines. A high degree of accuracy is required at all times. Incumbents in this classification must maintain constant awareness of the consequences of error.

Applicants for this classification series should be aware that any offer of employment is conditional upon the applicant passing: (1) hearing test, (2) drug screening (3) comprehensive criminal history background check, (4) medical examination, and (5) Psychological Evaluation.

• Recommends for hire, supervises, evaluates, and makes recommendations concerning the work, discipline, employment status, and professional development of subordinate personnel engaged in public safety dispatching and call-taking operations.
• Supervises and directs the Communications Center’s personnel on an assigned shift, ensuring that the Communications Center is sufficiently staffed 24 hours a day, seven days a week.
• Assist the Communications Center Manager in the preparation and monitoring of schedules, assign personnel; maintain adequate staffing levels considering such factors as time off, incident rates, on-call schedules, overtime and any special requirements of the shift.
• Assists Emergency Communications Operators with procedures for the resolution of difficult or complex calls.
• Monitors the handling of emergencies and routing calls for service and compliance with department rules, regulations, policies, and procedures.
• Assists in the development of policies and procedures for the communications center; recommends changes in work methods, completes updates to policies, as well as documentation of procedures and training.
• Monitors and maintains accurate 911 information for ALI/ANI (Automatic Location Information/Automatic Number Information); works cooperatively with adjoining agencies on misrouted, incorrect or incomplete information.
• Coordinate programs for the training of communications center personnel in standard dispatch procedures, proper TCIC/NCIC standards, telephone techniques and the 9-1-1 system.
• Inspects and monitors as well as reports the need for preventative maintenance and repair of communications center equipment, systems, premises, and supplies.
• Ensures compliance with Division policies and procedures; reviews procedures, rules, and regulations on a continual basis and makes recommendations for modification, improvement or change; prepares and maintains procedures and related materials for operating and training purposes.
• Ensures accuracy of all logs, records, messages and reports; analyzes data from the Texas and National Crime Information Centers for completeness and accuracy to ensure adherence to local, state and federal telecommunications regulations and promotes awareness of civil liabilities.
• Ensures Division compliance with regard to the dissemination of criminal history information and uses of public safety computer systems.
• Assists with validation of DPS (TCIC/NCIC) Texas and National Crime Information Center records. A high degree of accuracy is required. Maintains constant awareness of errors and associated consequences.
• Receives, initiates and may investigate citizen and employee complaints regarding operations, procedures, activities, and conduct of employees.
• Ensures that Quality reviews are conducted and documented. Initiates corrective action as necessary.
• Ensures that status reports on Public safety activities and progress are completed and documented in a timely manner.
• Serves as a role model and supporter of the Emergency Communications operators through frequent conversations with employees.
• Performs the duties of the Communications Operators as needed.
• Performs computer-assisted and manual records checks for officers on individuals, locations, vehicles and other property, sometimes verifying warrants or reports of stolen property.
• Fills in for Communications Operators as needed.
• May serve as the Emergency Communications Manager.
• Performs quality customer service to city staff, the general public, and all other work contacts.
• Performs other duties as assigned or required

• Operations of an Emergency Communications Center.
• Basic report preparation, writing and record keeping.
• Regional geography, including major highways, cities and towns.
• Pertinent federal, state and local laws, rules and regulations.
• Computer Aided Dispatch (CAD) System operations.
• Multi-jurisdictional trunking digital radio systems.
• Computer terminal procedures for both Texas Crime Information Center (TCIC) and National Crime Information Center (NCIC).
• Emergency communications system and its relationship to police, fire and ambulance operations.

• Establishing and maintaining control of situations as they develop, reacting quickly and calmly in emergency. situations, and making reasonable and effective decisions.
• Handling complaints with objectiveness and fairness.
• Directing and supervising.
• Understanding basic criminal classifications and civil situations.
• Analyzing complex situations and coordinating appropriate responses.
• Preparing clear and concise verbal instructions in an emergency situation.
• Handling conflict and uncertain situations.
• Using standard office and dispatch equipment, computer equipment, CAD and other software applications.
• Understanding and carrying out written and oral instructions.
• Communicating clearly, concisely, and effectively in stressful and/or emergency situations, both orally and in writing with various audiences.
• Working with minimal supervision and make empowered decisions with organizational goals and objectives in mind.
• Comprehending and apply applicable laws, codes and regulations.
• Working in close quarters and able to wear telephone/radio headset.
• Exercise independent judgment and discretion.
• Effectively and efficiently interview people in a state of crisis via telephone or Teletype Device for the Deaf (TDD/TTY).
• Monitoring radio and computer telecommunication systems under stressful and demanding emergency situations.
• Performing multiple tasks simultaneously.
• Quickly and accurately obtain appropriate information.
• Learning and communicating emergency pre-arrival instructions (police and fire).
• Relating and interacting with others in a positive manner that results in cooperation, motivation, positive morale, mutual respect and common benefit.
• Establishing and maintaining effective working relationships with City employees, other law enforcement and fire agencies, community members and the general public.
• Supervise, direct, mentor, and train employees.
• Learning and communicating emergency pre-arrival instructions (police and fire).
• Establish and maintain effective and tactful communication/working relationships with personnel, city, county, and state emergency personnel, and the public.

• Advanced Telecommunicator Certificate from the Texas Commission on Law Enforcement Officer Standards and Education (TCLEOSE).
• Certificate from APCO Communications Center Supervisor course or TCLEOSE New Supervisor Course #3737 obtained within one (1) year of appointment.
• TCIC/NCIC Operators certificate.
• TDD/TTY certificate.
• Telecommunicator License or must be obtained within one (1) year of employment.
• Communications Training Officer (CTO) certificate*; or must obtain such within one (1) year of appointment.
• Current EMD Emergency Medical Dispatch certificate.
• Join TCIC/NCIC TLETS/NLETS certifications. The course includes both.

• Must be issued by a nationally recognized professional standards organization such as the Association of Public Safety Communications Officials – International.

Regular-Full time