Lead Dispatcher

2 months ago

Fort Worth, United States ECS Limited Full time

ECS is seeking a Lead Dispatcher to work in our Ft. Worth, TX office.

Lead daily activities and assignments of the dispatch staff. Responsible for ensuring that dispatcher services for the assigned shift meet operational requirements and are following standard operating procedures. Provide guidance and leadership to all dispatchers on assigned shift. Provide and/or oversee training of dispatch staff as needed. The Lead Dispatcher interacts with NLECC Communications Center Operations Specialist (CCOS) personnel and reports directly to the Supplier's Site Manager.

Minimum Requirements:
• Possess a high school diploma or General Educational Development (GED) diploma.
• Be a citizen of the United States of America per contract.
• Be 18 years of age or older.
• Be able to attain and maintain a USPIS Moderate Background Investigation (MBI) Clearance.
• Be able to sit for an extended period of time while monitoring multiple computer monitors.
• Be able to maintain professionalism under highly stressful situations.
• Be able to read and comprehend the English language; including, printed regulations, written instructions, training material, etc.
• Be able to write reports, and document events in a concise and accurate manner. This includes the ability to proofread all documentation for grammar, spelling, and punctuation.
• Be able to speak the English language clearly and fluently.
• Be able to provide quality customer service while communicating with internal and external parties.
• Be able to hear ordinary telephone and radio conversations with either ear.
• Must possess strong computer and data entry skills, including working knowledge of Microsoft Word, Outlook, and Excel.
• Be able to type a minimum of 45 words per minute (WPM).
• Be able to manage and prioritize tasks from multiple simultaneous sources (radio, telephone, alarm monitoring software, etc.).

In addition to the above minimum requirements, prior experience with alarm monitoring and
computer-aided dispatch (CAD) software is desirable

• Must meet the requirements of a Dispatcher Level II:
• Log and record events related to law enforcement radio monitoring.
• Monitor intrusion detection systems.
• Perform non-emergency and emergency dispatch.
• Conduct incident reporting.
• Utilize investigative databases.
• Assist Site Manager in training Entry-Level and Level I Dispatchers.
• Accept temporary Lead Dispatch duties as needed.

Lead Dispatcher Responsibilities:
• Must be a Dispatcher Level II or equivalent for a minimum of six (6) months.
• Must have received above average performance ratings as measured by the supplier's performance rating system.
• Must possess a strong basic working knowledge of report writing and editing.
• Conduct quality assurance reviews by monitoring real-time and recorded audio communications to assist with improving dispatcher performance and identify training needs.
• Receive and disseminate information obtained from supplier staff and callers (Emergency and/or Non-Emergency) to appropriate NLECC personnel as warranted.
• Review all incidents reports for accuracy in reporting and dissemination.
• Provide guidance to supplier staff.
• Provide all pertinent information to the incoming Lead Dispatcher.
• Perform Records Dispatcher duties as needed.
• Train Entry-Level and Level I Dispatchers.

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