9-1-1 Communications Supervisor
1 month ago
**Position Summary**:
Discover a rewarding career with us
Our full-time positions come with an array of excellent benefits including comprehensive healthcare coverage, a pension plan, flexible spending accounts and even a student loan reimbursement program.
At Lancaster County, we understand the importance of work-life balance. That's why we offer paid time off for sick, vacation and holidays, an employee assistance program, and family medical leave.
**JOB SUMMARY**
An employee in this class has the responsibility of administering the telecommunications staff. This work requires proper skills in the efficient use and assignment of resources to assure completion of work schedules and tasks in a highly stressful environment. Must be able to effectively delegate responsibilities. This work requires a high degree of competency and proficiency in supervisory abilities. Employee must be able to supervise with fairness, impartiality, and tact.
**REPORTING RELATIONSHIPS**
Work is performed under the general supervision of the 9-1-1 Operations Manager.
**ESSENTIAL JOB FUNCTIONS**
Employee must be able to identify and intervene in high-risk behavior.
Must perform work that involves multiple priorities, complex and numerous tasks, deadlines, constant communication across organizational boundaries, limited resources, with little if any precedents or guidelines.
Must perform competent decision making in fast-paced, multi-tasking situations, which will directly impact the systems used by LCWC and the service provided by LCWC.
Always maintains adequate staffing while considering redeployment of personnel, as required, allotting time for training.
Provides supervision of staff in accordance with acceptable business practices.
Responsible for receiving, researching, and responding to complaints.
Efficiently operates the computer systems, telephone systems, and radio equipment in a timely manner while working in a fast-paced, multi-tasking environment.
Efficiently navigates the Priority Dispatch Software in a timely manner by correctly determining the caller’s situation and its corresponding protocol and then communicating instructions to the caller and dispatching the incident in a fast
- paced, multi-tasking environment.
Analyze, compose, and maintain performance appraisals for staff members assigned to them.
**OTHER SPECIFIC TASKS OR DUTIES**
Administers action plans and other corrective action, when needed.
Must present a proper appearance in accordance with LCWC Handbook Section 4.4.
Coordinates and monitors 9-1-1 Telecommunicator shift transfers and leave request patterns.
Conducts Performance appraisals for those employees under his/her care.
Maintains confidentiality with regards to business conversations, employee information and departmental correspondence.
Participates in a monthly on-call rotation.
Completes all associated paperwork regarding telephone and computer equipment malfunctions and forwards to appropriate staff for resolution.
Addresses personnel matters, as assigned.
Maintains skills as a 9-1-1 Telecommunicator at all call-taking/dispatching positions in the event this individual must work at a dispatch position.
Other duties designated by the 9-1-1 Operations Manager.
**MINIMUM QUALIFICATIONS**
High school diploma or GED.
Three (3) years’ experience in a PSAP as a 9-1-1 Telecommunicator III or equivalent position.
Any equivalent combination of experience and training which provides the required knowledge, skills, and abilities may be substituted year for year.
**KNOWLEDGE, SKILLS AND ABILITIES**
Maintains regular and predicable attendance in accordance with LCWC Employee Handbook Section 9.3.
May be required to work outside of normal business hours to attend meetings or in an emergency situation.
Exhibits strong teamwork skills and must process co-workers’ input both positive and negative, in a professional manner.
Employee must be able to adapt to an ever-changing work environment and must be able to talk out differences and express opinions with staff.
Project a positive image by being supportive and cooperative with LCWC Staff, public safety personnel, public officials, news media, and the public at all times.
Must be able to provide own transportation to meetings, trainings, appointments and able to access those locations with reasonable accommodations.
Thorough knowledge of the operations and infrastructure systems of LCWC and various public safety agencies.
Employee must have the ability to plan and supervise the work of others effectively.
**REQUIRED LICENSES/CERTIFICATIONS/CLEARANCES**
A person in this position may not have been convicted, plead guilty, or plead no contest to a felony or serious misdemeanor.
Must possess a valid Pennsylvania Class "C" operator’s license.
Must maintain CLEAN, CPR, EMD, PEMA Approved Protocols, JNET, and ICS 200 & 800.
Must consent and pass a drug screening.
Must attend Successful Supervision Classes within
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