Supervisor/Operational Manager

POSITION SUMMARY

Under the general guidance of the Director and Deputy Director, this position is responsible for supervising designated dispatch staff, including training, performance evaluations, participating in disciplinary decisions and actions and overseeing the quality of work of emergency communications personnel in receiving and processing emergency and non-emergnecy incident information.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervises Dispatch personnel and provides direct guidance on daily operation matters in the communications center.
• Plans work assignments to ensure that the agency’s service and production expectations are achieved.
• Evaluates shift operations through personal observations of dispatchers and recommends. improvements or modifications to work practices and employee performance as appropriate.
• Works proactively with staff to resolve performance or personnel issues.
• Conducts employee evaluations and reviews in a manner that is objective, fair and accurate; provide timely, accurate, and objective feedback in writing and when necessary in person.
• Investigates complaints or problems.
• Identifies issues and implements basic corrective actions including oral counseling and oral warning; discusses need for further corrective action with Deputy Director and/or Director as appropriate.
• Maintain schedule, approve time off requests, fill overtime as needed.
• Monitor employee interaction with the public for best customer service, including making sure that all calls are dispatched in a timely manner.
• Stays regularly aware of employee actions and behavior for signs of stress, coping and general emotional well-being; specifically watches for these signs during or any time after high stress and major incidents.
• Train, motivate, coach and counsel personnel.
• May be asked to take on-call duty when the Deputy Director or Director is absent.
• Coordinates major incidents to ensure that proper notifications are made; assists in call handling if necessary and coordinates with Incident Command.
• May assist in managing the training program for new employees and all other staff members.
Be responsible for any and all other duties or tasks that may be required in the interest of efficient operations.

• Graduation from an accredited high school (GED acceptable) required.
• Minimum of five (5) years emergency services dispatching experience required; performing increasingly responsible duties which must include the training of dispatch personnel.
• A combination of education and experience may substitute if there is demonstrated knowledge, ability, and skills to perform the work.
• Progressively responsible work experience in positions requiring sound judgment, solid decision-making skills, and above average leadership ability.
• Experience or other qualifications that demonstrate strong decision making skills, excellent interpersonal communication and confluct resolution skills, and ability to supervise, motivate, correct, train and evaluate assigned staff.
• Current Emergency Medical Dispatch Quality Improvement (EMD-Q) certification by the International Academy of Emergency Dispatch or equivalent.
• Must possess Communications Training Officer Certification.
• Skills in the use of computer hardware and software.
• Knowledge of agency policies and procedures.
• Knowledge of techniques, procedures and methods used in the operation of a public safety communications center.
• Ability to prepare and maintain accurate reports and records.
• Knowledge of principles and practices of effective staff supervision and motivation.
• Knowledge of policies and procedures for filling overtime, proper notification for equipment failures.
• Knowledge of interpersonal communications methods and techniques, including conflict resolution and general mediation techniques.
• Ability to understand and apply supervisory guidelines, policies or procedures in diverse situations.
• Ability to explain and help staff understand dispatch responsibilities, priorities and procedures.
• Ability to direct subordinates effectively and efficiently in a high stress environment.
• Ability to apply a high level of initiative, discretion, and judgment.
• Ability to perform work under stressful or emotional conditions.
• Ability to accurately dispatch public safety personnel and equipment quickly and efficiently, including all requirements of Shift Leader and Communications Officer.

• Ability to demonstrate predictable, reliable, and timely attendance.
• Ability to read, write & communicate in English; follow written and verbal instruction and understand basic mathematics and figure checking.
• Ability to interpret and apply procedures, rules, technical information, instructions, manuals to complete tasks accurately and on schedule.
• Ability to learn from directions, observations, and mistakes; and apply procedures using good judgement.
• Ability to use discretion and maintain sensitive and confidential information.
• Ability to work independently or part of a team; ability to interact appropriately with others such as County officials, employees, vendors and the general public.
• Ability to work under supervision, receiving instructions/feedback, coaching/counseling and/or action/discipline.
• Adaptability to change in the work environment, managing competing demands and ability to deal with frequent changes, delays or unexpected events.
• Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Proficient skills using Microsoft Office programs including, but not limited to: Word, Excel, Access, and Outlook as required. Proficiency may be tested.

• Prior to starting employment, the candidate must complete a satisfactory background check. The background check is understood to encompass all forms of pre-employment screening, including but not limited to: drug screen, physical evaluation, hearing test, psychiatric evaluation, criminal background, driving record, sex offender registry, education, training and licensing verification, employment history, credit check, and professional and personal references.
• Must possess a valid State of Michigan operator license and maintain this license throughout employment in this position.
• Must be 18 years of age or older.
• Must successfully complete training within 6-9 months of date of hire.
• Must be willing to work rotating shifts, nights, weekends and holidays.
• Must meet all LEIN and NCIC security requirements as a terminal operator.

• Department operates on a 24 X 7; 365 day schedule
• Work 12 hour shifts; Must be willing to work overtime, evenings and weekends
• Prolonged exposure to high stress situations.
• Office environment—shared work areas.
• Close proximity to other workers.
• Sudden changes in activity levels (from one extreme to another).
• Prolonged exposure to intense activity.
• Seriousness of work ranges from mundane to life threatening.
• Lunch and breaks periods cannot be scheduled.
• No smoking facility.
• Eyesight corrected to 20/20 and ability to distinguish colors.
• Hearing in both ears not less than 40db.
• Ability to listen and speak by telephone and two-way radio.
• Finger and wrist dexterity suitable for typing, keying data into computers, filing reports and handwriting.
• Ability to sit and stand for prolonged periods of time.
• Speak to others to convey information effectively.
• Hear and understand information presented through spoken words and sentences.
• Specific vision requirement includes close vision, distance vision, color and depth perception.
• Use hands to operate a computer, handle materials and operate equipment.
• Push or pull carts, reach with hands and arms forward, above and below shoulder level.
• Lift, move or carry objects, equipment and supplies weighing up to 25 pounds.
• Sit, bend, stoop, crouch, crawl and kneel in an ergonomically correct manner.
• Stand and walk, climb stairs.
• The noise level in the work environment is moderate with many interruptions