Dispatch Supervisor - Full-Time

Job Description

Under general supervision of the Police Lieutenant - Support, the employee is responsible for the day-to-day operations of the City's Communication Center, providing dispatch and other communication support services for situations involving police, fire, emergency medical and other City public safety responders. The employee trains and schedules personnel, communicates and enforces dispatching standards and policies. The employee oversees and administers the City's computer-aided-dispatch (CAD) system, the Records Management System (RMS) system, and the Mobile Dispatch System (MDS). The employee also serves as the Agency Information Security Officer (AISO) who manages accounts and training for the National Crime Information Center (NCIC) system. The employee performs duties as a Dispatcher to cover vacations and other employee absences. Independent judgment, initiative, and understanding must be exercised in interpreting orders, rules, and regulations, and in meeting emergency situations. Work is performed in accordance with established rules, regulations, and instructions from superior officers, and work is reviewed upon completion. This job is considered safety-sensitive and is subject to a pre-employment background check and random drug screens.

1022.4.2 TATTOOS
The appearance of department members is a visual representation of the department and its standards of professionalism. Therefore, it should be assumed that reasonable restrictions will be placed on employees who choose to have visible tattoos or body art.

Employees are allowed to have visible non-offensive tattoos while conducting day-to-day operations. Employees with any visible tattoos will be required to wear long-sleeved uniforms at any of the following:
-Public Speaking Events on behalf of the department
-Media releases
-Court (Federal, District, Circuit, Municipal and any other court proceeding)
-While on-duty, or representing the department in any capacity, members may have or display tattoos; with the following restrictions:
--One wedding ring tattoo on the ring finger
--Tattooed make-up giving the appearance of natural color and style is allowed (i.e. eyebrows, eyeliner)
--No other visible tattoos are permitted on the head, face, neck (above the collar) or hands (below the wrist bone) unless authorized by the Chief of Police because of special circumstances.

Tattoos depicting racist, indecent, extremist, lawless or offensive themes are prohibited. A tattoo is considered "offensive" if it is sexist, sexual, racist, vulgar, anti-social, violent, or discriminates against any person by virtue of words, symbols, or pictures in the tattoo or body art.

Additional prohibited tattoos or body art is any such tattoo/art associated with any organization or group that advocates intolerance or discrimination, that brings discredit upon the Department or violates the Departments' defined Vision, Mission and Values.

The final determination on the interpretation of a tattoo is determined by the Chief of Police.

ESSENTIAL FUNCTIONS: The following list was developed through a job analysis; however, it is not exhaustive and other duties may be required and assigned. A person with a disability which is covered by the ADA must be able to perform the essential functions of the job unaided or with the assistance of a reasonable accommodation.

ESSENTIAL FUNCTION: Supervision and Management. Supervises, directs, and evaluates assigned staff, processes employee concerns and problems, directs work, counsels, disciplines and completes employee performance appraisals.

• Plans and directs shift activities of the unit.

• Prepares daily work rosters; adjusts schedule, staffing, and/or authorizes overtime to ensure adequate manpower at all times.

• Approves leave requests; documents employee absenteeism and work-related injuries.

• Prepares performance evaluations on assigned employees.

• Participates in applicant interviews and submits recommendation to supervisor.

• Updates personnel on changes or additions to policies and procedures affecting their positions directly or indirectly.

• Distributes information and special instructions received during a shift.

• Facilitates training of new employees and provides regular training for all telecommunicators.

• Assists subordinates with complex situations and provides technical support.

• Reviews all dispatch logs to ensure proper standard operating procedures (SOPs) were followed; provides remedial training.

• Reviews and updates SOPs related to the communications center.

• Functions as the AISO for the NCIC system, establishing and controlling user accounts.

• Monitors the function of the CAD to ensure the system performing within City requirements.

• Completes, prepares, processes, and/or files forms, teletypes, legal documents, requests, reports, correspondence, and documentation associated with the daily responsibilities of this position; maintains files and administrative records.

• Coordinates communication systems maintenance with in-house or contractor support.

• Coordinates intra- and inter-agency activities with federal, state, and local law enforcement agencies and its officers or representatives when their activities or investigations are related to on-going investigations within the City jurisdiction.

• Monitors equipment operations; ensures equipment maintenance is performed in a timely manner to prevent failures; prepares work orders for equipment repair; changes radio recording tapes and maintains continuous recording of calls.

• Attends training courses offered by the department or required by law in order to maintain applicable certifications, to remain abreast of departmental operations, and to promote improved job performance.

ESSENTIAL FUNCTION: Communications and Dispatch. The employee performs communications and dispatch duties to assist public safety personnel in the enforcement of law.

• Reports to supervisor for assigned duties and instructions.

• Makes daily checks for functionality of all communications, teletype, and computer equipment; constantly monitors fire alarms, and smoke detectors.

• Notifies Information Technology (IT) Technician regarding equipment failures; makes written report of failure and notifies supervisor.

• Monitors assigned radio frequencies and telephones lines, both emergency and non-emergency.

• Monitors closed circuit television systems, alarm systems and other communication equipment.

• Receives complaints from the public; takes all necessary information including name, location, nature of complaint and required response; enters all information into the computer aided dispatch (CAD) system.

• Relays complaints and requests for assistance to patrol units, fire/rescue, ambulances, and other service departments.

• Relays any necessary information to patrol units (vehicle registration, license information, warrant information, etc.).

• Maintains continuous contact with patrol units to monitor their locations; ensures units are not out of contact for extended periods of time; dispatches additional assistance as needed.

• Dispatches calls to patrol units.

• Notifies Police Chief and Lieutenant - Investigations of major crime alerts and those instances established by policy and departmental procedure.

• Maintains continuous contact with City jail personnel and ensures officers are not out of contact for extended periods of time; dispatches assistance as needed.

• Receives and dispatches appropriate response for automated and phone-in burglary calls; utilizes telecommunications devices for the deaf (TDD) equipment for deaf and handicapped callers.

• Monitors State Emergency Management and local Emergency Management for disaster alerts and emergencies; monitors communications from Severe Weather Broadcast Center and disseminates information as needed.

• Provides information to the general public regarding weather and road conditions.

• Maintains emergency telephone lists for all City schools, Fire Department, highway departments, utilities, and an individual contact for each organization.

• Maintains logs on rotation wreckers, alarms, driver's histories, and criminal histories.

• Enters stolen vehicle, stolen property, warrants and missing person information into the computer.

• Obtains criminal histories, driver's histories, vehicle registrations and other information for authorized personnel in accordance with established procedures.

• Transmits and receives administrative messages by teletype with other agencies.

• Maintains activity log for NCIC transactions as required.

• Maintains upkeep/housekeeping of the radio room.

• Ensures radio room is clean prior to change of shift.

• Cleans equipment as appropriate.

• Attends classes and training sessions on job related skills.

• Maintains uniform and equipment in clean working order.

• Controls access to radio room and allows entry to authorized personnel only.

• Controls access of electronically/remote activated door security systems.

NON-ESSENTIAL FUNCTION:

• Performs other job-related duties as required or assigned.

• Possess a high school diploma or GED.

• Minimum of three (3) years of work experience as a Dispatcher or Supervisory experience.

• Possess a current and valid driver's license; must be insurable.

• Possess and maintain Notary Public designation.

• Possess and maintain National Crime Information Center (NCIC) and Alabama Communications and Operations Portal (Ala COP) certifications.

• Ability to complete APCO/NENA Supervisor training within twelve (12) months of hire.

• Ability to type a minimum of twenty-five (25) words per minute.

• Ability to work non-standard hours and be on-call 24/7.

• Ability to travel.

• Ability to pass a pre-employment background check and an initial drug screen.

Knowledge, Skills and Abilities
(* Can be acquired on the job)

• Knowledge of City and Departmental policies and procedures.

• Knowledge of City streets and numbers.

• Knowledge of the geographic layout of City and Baldwin County.

• Knowledge of principles, practices, and procedures of dispatching.

• Knowledge of the computer-aided-dispatch system.

• Knowledge of state and federal statutes.

• Knowledge of local, state, and federal laws and court procedures.

• Knowledge of jail/detention facility procedures.

• Thorough knowledge of radio codes.

• Knowledge of disaster and emergency procedures.

• Communication skills to effectively communicate internally and externally, both orally and in writing.

• Verbal skills to communicate factual information to co-workers, supervisors, general public, and court personnel.

• Reading skills to read and understand department rules, regulations, policies, and procedures.

• Writing skills to prepare plans, procedures, reports, compose letters and documents, using correct English, grammar, spelling, and punctuation.

• Math skills to perform basic calculations (add, subtract, multiply, divide).

• Listening skills to receive radio calls and telephone calls; take complaints, and understand what callers need.

• Skills in effective phone etiquette.

• Ability to supervise others.

• Ability to instruct and train others in proper communications dispatch.

• Ability to type, talk and listen effectively.

• Ability to read maps.

• Ability to operate modern computers and software.

• Ability to communicate with supervisor, co-workers, and the general public effectively.

• Ability to talk calmly, effectively and without emotion with belligerent, upset and incoherent citizens.

• Ability to work independently without supervision.

• Ability to remain calm in stressful situations.

• Ability to make sound decisions quickly and effectively.

• Ability to talk in a calm and reassuring voice.

• Ability to organize and multi-task.

• Ability to use standard office equipment and multi-line telephone.

• Ability to use a two-way radio.

• Ability to type at least twenty-five (25) words per minute (wpm).

• Ability to complete required continuing education credits.

• Ability to drive.

Physical Demands
The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, small parts; driving an automobile, etc. No special physical demands are required to perform the work.

Work Environment
The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.