What are the responsibilities and job description for the Telecommunications Supervisor position at McKinley County, NM?
Description
FOR BEST CONSIDERATION APPLY BY: APRIL 2, 2025
Definition: The purpose of this position is to supervise, assign, review, train, and participate in the work of staff responsible for processing emergency, non-emergency and administrative calls for law enforcement agencies, emergency providers and the general public; to ensure work quality in accordance to the Dispatch Center's mission and standards; to ensure adherence to established goals, policies and procedures; to coordinate and implement all in-house training activities for dispatchers; and to perform the more technical and complex tasks relative to assigned area of responsibility. And performing other duties as necessary.
Essential Functions: The list that follows is not intended as a comprehensive list; it is intended to provide a representative summary of the major duties and responsibilities in no particular order. Incumbent may not be required to perform all duties, and may be required to perform additional, position-related tasks.
- Supervise, assign, review, train and participate in the work of dispatchers who receive and process emergency and non-emergency calls; monitor phone and radio traffic to ensure procedural compliance; review case information entered into the computer system; conduct quality assurance feedback and coaching sessions with assigned employees at regular intervals.
- Communicate with the public, subordinates, peers, supervisors; interpret, explain and answer operational and procedural questions, handle complaints from citizens, employees and external customers (patrol); complete notifications to appropriate agency or person (public information officer, command staff, etc.).
- Operate and monitor sophisticated communications systems: Computer Aided Dispatch and Radio System, National Crime Information Center (NCIC), 911 CPE(Customer Premise(s) Equipment); Motorola Radio 7500 Radio System. Troubleshoot issues and report appropriate failure to the correct person(s).
- Assess employees' compliance with procedure, assist in development of employee skills and abilities by providing constructive criticism, recognition and corrective action when necessary; conduct quality assurance feedback and coaching sessions with assigned employees at regular intervals; provide both verbal and written feedback involving the discipline process. Initiates commendations where appropriate.
- Review statistical data which outlines center and employee performance; adjust schedules (breaks/lunch) as necessary to achieve performance goals.
- Instruct new and existing employees in the classroom and/or briefing on policy and procedure.
- Prepare and complete analytical and statistical reports and memos as required. Prepare copies of recordings, and CAD printouts as directed.
- Appear in court as subpoenaed.
- Remain current on job specific procedures and required CEU’s through attending training courses to apply appropriate methodologies.
- Performs miscellaneous job-related duties as assigned.
Required Knowledge, Skills, and Abilities:
- Modern and complex principles and practices of providing emergency communication services.
- Police dispatch, and National Crime Information Center (NCIC) operator functions.
- Operations, services and activities of an emergency communications or dispatch program.
- Computer systems used in law enforcement agencies, including NCIC and related equipment
- Principles of supervision, training and performance evaluation.
- Basic operations, services and activities of a training program.
- Modern office procedures, methods and equipment including computers.
- Principles of business letter writing and basic report preparation.
Supervision: The incumbent works under the general supervision of the Administrative Operations Manager. Work requires supervising, new employee training, and monitoring performance for a regular group of employees or department including providing input on hiring/disciplinary actions and work objectives/effectiveness, performance evaluations, and realigning work as needed. A first line supervisor typically performs these functions.
Working Conditions: Work is normally performed in a typical interior/office work environment. The work area is adequately lighted, heated and ventilated with even carpeted and tiled floors. Work schedule rotates through the day, swing and night shifts, weekends and holidays. Shifts last twelve (12) hours but can be up to sixteen (16) hours. Video cameras and other devices are provided for building security. No or very limited exposure to physical risk. No or very limited physical effort required; sitting for long periods of time; and viewing video/computer terminal for long periods of time.
Minimum Qualifications:
- High school diploma or GED equivalent.
- Two (2) years of public safety telecommunications experience.
- Current EMD certification.
Certificates and Licenses: Current EMD (Emergency Medical Dispatch), or ED-Q certification (or must be able to obtain an ED-Q within six (6) months of hire date) , CPR/First Aid certification, State of New Mexico Tele-Communicators License, NIMS (National Incident Management Systems) compliant, NCIC certification. Must be certified by the State of New Mexico in the use of radio communications and teletype network systems (i.e., NCIC, NMCIC, NLETS, NMLETS, etc.). Must have or be eligible to obtain New Mexico driver’s license and be insurable for liability purposes.
Conditions of Employment: The incumbent of this position is subject to a post-offer of employment physical examination, a post-offer of employment drug analysis test, and a NCIC and fingerprint clearance. Incumbent must also be of good moral character and background and must not have any felony convictions or any other type of convictions involving moral turpitude.
Other Requirements: The incumbent of this position must comply with established safety guidelines of McKinley County.
Disclaimer: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
