Emergency Telecommunicator Supervisor (Full-Time)

Williamson County Emergency Communication Department is currently accepting applications for a Emergency Telecommunicator Supervisor.

Job Description:

Under the general supervision of the Operations Manager, this role is responsible for overseeing the operations of the Emergency Communications Center. Key duties include managing communication and dispatch functions for receiving and processing emergency assistance requests and dispatching the appropriate police, fire, medical, and other emergency personnel during assigned shifts. The role also involves performing specialized tasks as needed and maintaining extensive public contact. Additional responsibilities may be assigned as required.

Minimum Experience:

Three (3) years related experience in Emergency Communications operations required, along with experience in supervising and/or evaluating employee performance preferred.

Knowledge and Skills Required:

Knowledge of federal, state and county laws, rules, regulations, practices and procedures related to ECC operations.

Knowledge of supervisory methods, practices and procedures.

Knowledge of training/educational methods and techniques.

Knowledge of customer service/public relations practices.

Knowledge of calibration of quality standards.

Skill in Microsoft Office, Word, Excel and database management.

Skill in interpersonal relations

Skill prioritizing, scheduling, assigning, reviewing and evaluating work.

Skill analyzing and resolving customer/client needs.

Skill to read, comprehend and interpret a broad range of complex written materials.

Skill utilizing verbal and written communication to develop reports and training material.

Skill utilizing customer service/public relations techniques when responding to inquiries and complaints.

Skill establishing and maintaining effective working relationships.

Essential Duties and Responsibilities:

Supervises, directs, and evaluates staff on the Communications Center shift, addressing employee concerns and issues, managing work assignments, providing counseling and disciplinary actions, and completing performance evaluations.

Under the guidance of the Operations Manager, plans and directs shift activities at the Communications Center, prepares daily work rosters, adjusts staffing levels and approves overtime as needed to ensure sufficient coverage. Coordinates additional personnel when necessary, approves leave requests, documents employee absences and work-related injuries, and implements disciplinary actions as required.

Updates personnel on procedural changes or additions that directly or indirectly affect their roles; disseminates information and communicates special instructions received during the shift.

Communicates with the adjacent shift to relay information about calls or activities that may impact them.

Monitors the operation of the center’s equipment, ensures basic maintenance is performed, and prepares work orders for equipment repairs.

Ensures compliance with policies and regulations.

Performs general clerical tasks, including minor equipment repairs, answering telephone calls, typing documents, making copies, sending and receiving faxes, and filing documentation.

Assists other employees, divisions, or departments as needed and responds to incoming calls and pages during off-duty hours.

Completes quality assurance evaluations upon request from Operations Manager on critical incidents.

Maintains situational awareness at all times.

Acknowledges and provides positive recognition to employees for outstanding performances or achievements.

Performs other related duties as assigned.

Requirements:

Pass criminal history check

Successful completion of a pre-employment physical and drug screening

Forty (40) hour Basic 911 Course

Must obtain and/or maintain Emergency Medical Dispatch (EMD) certification

Must obtain and/or maintain a valid CPR certification

Must obtain and/or maintain TIES certification

Must be able to work shifts in a 24/7 environment (days/evenings/midnights) including weekends and holidays and be available to work when required to meet operational needs

Job Type: Full-time

Pay: $23.95 - $28.18 per hour

Benefits:

• 401(k)
• 457(b)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• On-the-job training
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 12 hour shift
• 8 hour shift
• Evening shift
• Every weekend
• Holidays
• Night shift
• On call
• Overnight shift
• Weekends as needed

Work Location: In person

Salary : $24 - $28