911 Shift Supervisor

*$6000 SIGN ON BONUS FOR POST CERTIFIED COMMUNICATIONS OFFICERS. $3000 PAID UPON COMPLETION OF ONE YEAR SERVICE, AND $3000 TO BE PAID UPON COMPLETION OF SECOND YEAR OF SERVICE*

The purpose of this classification is to supervise staff at the E911 Center on an assigned shift, to receive and respond to incoming calls to the City’s E911communication system, and to dispatch emergency service and/or law enforcement personnel as appropriate.

JOB RESPONSIBILITIES

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

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  Supervise, direct, and evaluate assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.
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  Supervise operations of an assigned shift; provide guidance, advice, instruction and training; make work assignments; monitor work in progress; ensures shift activities comply with established policies and procedures; explain and interpret policies and procedures.
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  Receive calls on the City’s emergency 911 system, including emergency TDD calls, and language lines.
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  For non-emergency calls, provide information, answers questions, take messages, and/or refers caller to appropriate staff.
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  For emergency calls, obtain information from callers and determines the appropriate agency to respond to the need for assistance; contact and dispatch the correct agency; provide the agency with information needed to respond appropriately and to ensure personnel/officer safety; work to keep caller calm; monitor status of response; and contact wrecker services and utility companies as needed.
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  Log incoming calls and dispatch information into an automated system; utilize Georgia Crime Information Center (GCIC) and CAD terminals; enter information pertinent to incoming calls, dispatched agencies, response time and actions taken; and maintain records of calls and dispatching activities.
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  Monitor a variety of radio frequencies; monitor weather radios; alert field personnel to weather conditions; sound sirens as needed; monitor other frequencies to communicate with law enforcement, ambulance, fire and other emergency services providers; provide information to and/or obtain information from field personnel regarding emergencies, incident scenes, directions, and status.
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  Perform various administrative support activities such as entering, updating and retrieving information from databases; enter law enforcement information into databases; maintain communication logs; query data bases upon request; research warrant information, driver licenses and tags; submit information to appropriate staff; and perform system backups and reboots servers as needed.
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  Coordinate the maintenance and upkeep of consoles, computers, communication lines, and related equipment of the Center; log problems with equipment; contact vendors to receive advice/direction on resolution or to replace equipment; ensure the cleanliness and maintenance of the Center.
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  Ensure compliance with all applicable laws, rules, regulations, standards, policies, and procedures: ensure adherence to established safety procedures; monitor work environment and use of safety equipment to ensure safety of employees and other individuals; initiate any actions necessary to correct deviations or violations.
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  Prepare or complete various forms, reports, correspondence, charts, daily shift reports, training reports, on-call calendars, shift assignments, CAD reports, trouble reports, memos, spreadsheets, or other documents.
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  Receive various forms, reports, correspondence, leave requests, time sheets, daily shift reports, trouble reports, incident reports, CAD reports, call volume statistics, case cards, updates, GCIC information, codes, ordinances, policies, procedures, manuals, reference materials, or other documentation; review, complete, process, forward, or retain as appropriate.
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  Communicate with supervisor, City employees, the public, law enforcement, fire, medical personnel, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, resolve problems, or give/receive advice/direction.
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  Operate a GCIC terminal, CAD terminal, a personal computer, communications equipment, and general office equipment as necessary to complete essential functions, to include the use of emergency communications software, word processing, spreadsheet, database, or other system software.
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  Perform other related duties as assigned.

Requirements

KNOWLEDGE, SKILLS, and ABILITIES

Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data and/or information. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.

Human Interaction: Requires the ability to act as a first-line supervisor, including instructing, reviewing work, maintaining standards, and coordinating activities.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; ability to calculate decimals and percentages; may require ability to utilize principles of fractions and/or interpret graphs.

Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership. Ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution.

Situational Reasoning: Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving evaluation of information against measurable or verifiable criteria.

MININUM QUALIFICATIONS

High school diploma or GED; supplemented by three (3) years of progressively responsible emergency communications experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Must possess and maintain the following valid certifications: Basic Communications Officer, Emergency Medical Dispatch, GCIC Operator, and Terminal Agency Coordinator.

ADA Requirements: Individuals applying for the posted position must be able to perform the essential functions of the position with or without reasonable accommodation.

Physical Requirements: This position classifies the physical exertion requirements as sedentary work involving lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are occasionally required, and other sedentary criteria are met.

Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.

Benefits