Emergency Communications Center Supervisor

Role Overview

Performs difficult technical work coordinating emergency communications operations. Under general supervision, serves as a shift supervisor in the County’s Emergency Communications Center. As working supervisors, positions in this class oversee and engage in the work performed by Communications Officers. Work involves supervising the daily operations of an assigned shift. Oversees the operations of the E9-1-1 center; ensures subordinates are implementing and enforcing policies and procedures.

Role Description

• Provide immediate oversight of floor personnel assigned to the ECC, a 24-hour/7-day public safety answering point providing emergency and public safety information for Law Enforcement, Fire and Emergency Medical Services (EMS) utilizing a computer aided dispatch system (CAD).
• Ensure appropriate delivery of service to the public is provided in an efficient, accurate, and expeditious manner; monitor and evaluate incoming and outgoing telephone calls to ensure that resources are being utilized to their optimum level; monitor two way radio traffic and CAD silent dispatch transmissions to ensure conformity with policies, procedures and practices.
• Ensure that all orders, directives, policies, and procedures pertaining to the operational procedure are adhered to for the department to operate in an efficient and professional manner; and assist in the development of department policies, procedures, and plans.
• Schedule the daily work assignments of Communications Officers to achieve maximum effectiveness and efficiency of available personnel.
• Respond to requests made by subordinates for assistance during situations that require a higher level of expertise to maintain a professional operation.
• Conduct investigations for submission to administration.
• Recommend, initiate, and administer disciplinary action for subordinate staff; and complete performance appraisals and evaluate the performance of assigned personnel.
• Coach and mentor subordinates to help achieve their optimal level of performance for quality assurance, enhancing their professional growth and development, provide training to subordinate personnel; and monitor/coordinate individual employee training needs.
• Serve as a member of the interview panel for new hire employment and promotional opportunities to obtain the most qualified employees for the position of Communications Officer and to promote the most qualified personnel.
• Perform minor repairs on computer and telephony systems equipment to reduce downtime and provide uninterrupted service to the public.
• Prepare reports, presentations, and correspondence as required.
• Serves as liaison between Communications Officers and management regarding policy changes, implementation and general updates;
• Act for the ECC Director during his absence or as delegated; attend meetings on the ECC Director’s behalf when the ECC Director is unable to attend.
• Execute general and special assignments in the planning, administration, coordination, direction and review of the operations and activities.
• Prepare reports on equipment, procedural, personnel, operational, or other problems; evaluate the problem and present viable alternatives or solutions to the ECC Director.
• Assist the ECC Director with the formulation and submission of the Center’s budget.
• Assist the ECC Director with development of specifications and purchase of major equipment, furnishings, and fixtures.
• Assist the ECC Director in the administration, operation, and maintenance of the Center’s equipment and systems.
• Performs other duties requiring skills, knowledge and physical requirements as demanded by those duties described or less.

Knowledge, Skills and Abilities

• Superior Ability and willingness to work any shift to which assigned.
• Superior Ability and willingness to work assigned weekends and holidays.
• Superior Ability to operate complex computerized equipment rapidly and accurately while receiving information by telephone.
• Superior Ability to multi task is vital.
• General knowledge of methods of operating communication systems, radios and teletype procedures is preferred
• Public safety experience is preferred.
• Must be an action oriented team player who thrives on adrenaline inducing situations, who is able to reason clearly, analyze situations rapidly, follow instructions quickly and relay details accurately in order to function efficiently and calmly under pressure.
• Superior Ability to accept constructive criticism and take responsibility for errors in order to learn and improve technique.
• Strong desire to succeed.
• Superior Ability to speak distinctly and learn correct telephone answering techniques.
• Superior Ability to hear and distinguish between several voices at the same time while acquiring and retaining information such as names, numbers and locations.
• Superior Ability to follow oral and written instructions.
• Superior Ability to learn and interpret maps quickly and accurately and learn radio and other codes used in the creation of computer aided calls from dispatch.
• Superior Ability to deal courteously with public under stressful conditions including handling irate persons and emotional situations.
• Skill in working under pressure of deadlines and establishing and maintaining cooperative working relationships with employees, officials, other agencies and the general public.
• Bilingual is a plus!

Education and Experience

• At least 3 there years of experience in an E911 center involving emergency response dispatching, answering telephones and/or data entry.
• Must have ACPO Communications Training Officer (CTO) certification.
• Education & experience equivalent to a high school diploma or GED.
• 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, EMD.
• Successfully complete APCO Communications Supervisor training within six months of being in role
• Successfully complete ICS 300 within one year of promotion

Special Requirements

Completed and in possession of or ability to obtain:

Department of Criminal Justice Basic Dispatcher Academy; Public Safety Telecommunicator I, Fire Service Communications, Active Shooter, Crisis Intervention Training, Virginia Criminal Information Network/National Crime Information Center, Cardio Pulmonary Resuscitation, Incident Command System 100,200, National Incident Management System 700, Radiological Training at North Anna Power Plant, and Emergency Medical Dispatch Certifications.

Orange County is an equal opportunity employer. Orange County does not discriminate or allow discrimination on the basis of race, color, sex, national origin, religion, age, disability, marital status, sexual orientation, veteran status, or any other protected class as established by law.

Job Type: Full-time

Pay: $50,000.00 - $56,486.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 12 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Night shift
• On call
• Overnight shift
• Overtime
• Weekends as needed

Education:

• High school or equivalent (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Orange, VA 22960 (Required)

Work Location: In person

Salary : $50,000 - $56,486