Emergency Communications Dispatch Supervisor

Job Description

Job Description

CRESA is seeking a 911 Communications Dispatch Supervisor to join our leadership team for emergency response. Please apply by 6/22/24. This is a working supervisor in addition augmenting call taking and dispatch functions. Supervisors direct and supervise subordinate staff. Supervision includes, but is not limited to: assigning and delegating work projects, scheduling employees to ensure proper staffing levels are maintained and performance management including evaluating work performance, coaching, mentoring and implementing corrective action for performance and conduct issues. Supervisory responsibilities include not only general supervision of specific assigned employees, but also daily oversight of any Dispatcher's work performed on a Supervisor's shift. Incumbents provide technical assistance to staff, training and major job reassignment to the 911 Operations Manager. Incumbents work under the general supervision of the 911 Operations Manager, who makes assignments by defining objectives, priorities and deadlines and assists with unusual situations or events with no clear precedent. Supervisors plan and carry out work independently and are expected to resolve problems in accordance with instructions, policies, procedures and applicable laws and regulations. ESSENTIAL JOB FUNCTIONS

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Candidates must have the ability to learn and perform all the essential functions of the Call-Taker & Dispatcher job description as well as the following functions: Supervise Dispatch personnel and plan work assignments to ensure that the Agency service and production expectations are achieved Evaluate shift operations through personal observation of dispatchers and recommend improvements or modifications to work practices and employee performance as appropriate Work proactively with staff to resolve performance or conduct issues at the lowest level Conduct employee evaluations, review and approve employee timesheets, investigate and resolve complaints or problems Identify issues and implement basic corrective actions to include oral counseling, oral warnings, discuss need for further corrective action with the Assistant Operations Manager and/or Human Resource Manager as appropriate Coordinate major incidents to ensure that proper notifications are made; assist in call handling if necessary and coordinates with Incident Command or the Duty Officer Practice awareness of employee actions and behavior for signs of stress, coping and general emotional well-being; specifically, during or any time after high stress and major incidents Respond to law enforcement requests for information, monitor several public safety authorities to coordinate dispatching of services between two or more agencies Ensure technical equipment is properly maintained, regularly serviced and functional Review Police/Fire/EMS calls for compliance to protocol, citizen evaluation surveys, etc. Complete a variety of reports and correspondence relating to dispatch activities in a timely manner, such as investigations, inquiries or preparation of documents for court purposes including CAD reports, ANI/ALI reports, etc. In case of emergency or other necessity, transfer Operations to and set up the Dispatch Operations back-up center in the event of evacuation of CRESA's communication center. Participate on partner agency committees and task forces as assigned Provide support and mentorship to trainer/trainee teams with bi-weekly observations, one-on-one expectation outline, and document trainee/trainer performance Work assigned overtime as needed Perform other related tasks and duties as required MINIMUM JOB QUALIFICATIONS

: Must be at least 18 years or older. Must be able to legally work in the United States High school diploma or equivalent Ability to work all days and hours, including overtime. Education and Experience -

Any combination of education and experience that provides the applicant with the knowledge, skills and ability required to successfully perform the essential functions of the job.

Internal candidates must have successful completion of the probationary period of 911 Call Taker Dispatcher position plus two years of experience at CRESA. External candidates must have:

At least two years of experience as a Supervisor, Lead or Acting Watch Commander within a 911 communications center At least three years progressively responsible communications dispatching experience in a comparable public safety communication center Proficiency with the State laws and regulations, equipment and programs utilized by CRESA is preferred

Please read full job description on website Selection Process Initial Review:

(Pass / Fail) - Application materials will be screened to ensure candidates meet the minimum job qualifications.

Internal Candidates

- The 911 Operations manager &/or HR manager will also review each candidate's latest performance evaluation, reference checks and current record of commendations and/or corrective actions. A below standard performance rating on the evaluation will be automatically disqualifying. Candidates will be notified of their eligibility to continue in the recruitment process by email no later than

6/25/24 .

Candidate Written Examination

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Specific dates to be determined . (Scored: must receive 65% or higher to proceed). Candidates who continue in the recruitment process will take a written examination to demonstrate their knowledge of dispatch operations principles and their ability to apply critical thinking, decision making and judgment to a variety of typical supervisory scenarios. Oral Board Interview

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Specific interview date to be determined.

(Scored: must receive 65% or higher to proceed). Candidates will participate in an oral panel interview. The panel will be comprised of 2 to 5 individuals, including at least the 911 Operations Manager, Human Resource Manager and 911 Training Manager. Eligibility Pool

- Candidates will be placed in an eligible pool. They will get an overall score, based on 30% of Candidate Written Examination score; and 70% of the Oral Board Interview score. Candidates will be notified of their score. The eligibility pool and subsequent scores will be valid for the period of six months. The certified candidates are considered a "pool of eligible candidates." Candidates will be selected from the eligible pool to participate in a final interview process.

An examination process to establish a new eligibility pool may occur whenever the existing list contains less than five candidates and/or the Agency Director reserves the right to establish a new eligibility list. CRESA may create a new eligibility list for each new opening

Final Interview

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Specific interview date to be determined.

The panel will be comprised of at least the 911 Operations Manager, Deputy Director and Director. Optional to include an Operations Supervisor / Manager from a regional communications center and/or public safety discipline to participate on panel.

The Agency Director and the Deputy Director may jointly select one or more candidates to fill the available position(s) without regard to ranking or scores.

Probationary Period

- Employees who are promoted to a position represented within the Guild will serve a probationary period of one year from the date of promotion. (Guild contract, Article 10.4.2)

Background Investigation- (Pass/Fail, conducted in rank order) - Requires detailed Personal History form and comprehensive background investigation with elements including but not limited to candidate's employment history, education, job and personal references, criminal history, driving record check, etc. Disqualifiers: Felony Convictions, Dishonesty, Falsification, Failure to Disclose, Failure to provide appropriate contact information, Behavior that does not support Public Safety Code of Ethics or CRESA values. Conditional Job Offer- (Offered in ranked order) - When a vacancy is available, the candidate will receive a conditional job offer of employment, contingent upon successfully passing the post-offer processes. Post-Offer Process -

(Pass/Fail) - Post offer processes include a psychological evaluation, fingerprinting criminal review, general medical examinations, drug test and baseline hearing and vision tests.

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