North Texas Emergency Communications Center Operations Supervisor

2 weeks ago

Carrollton, Texas, United States Town of Addison, TX Full time
Salary: $92,128,975.00 Annually

Location: Carrollton, TX

Job Type: Full Time

Department: NTECC

Summary

The Operations Supervisor is responsible for directing and overseeing the daily operations of the North Texas Emergency Communications Center (NTECC). This role requires a strong leadership presence that aligns with the NTECC's mission, vision, and strategic objectives. The position operates with a significant degree of autonomy under the guidance of the Deputy Director and collaborates closely with NTECC staff and stakeholders.

Key Responsibilities
  • Supervises and manages assigned personnel; prioritizes tasks and allocates work; conducts performance assessments to ensure staff competency; makes recommendations regarding hiring, termination, and disciplinary actions.
  • Facilitates employee relations, mediating workplace disputes, advising on grievance resolutions, preparing management responses, and participating in employee performance management processes.
  • Evaluates daily operations of direct reports; reviews dispatch audio recordings; analyzes statistical reports; provides guidance and mentorship to assigned staff as necessary.
  • Monitors equipment functionality and collaborates with NTECC personnel and vendors to address equipment malfunctions.
  • Contributes to the formulation of the annual budget.
  • Engages in the development and assessment of policies, procedures, and strategic plans to ensure effective emergency communication services.
  • Must be available to address critical issues outside of regular business hours.
  • Promotes a supportive NTECC culture by assisting colleagues with guidance and training.
  • Enhances the relationship between NTECC and the community by demonstrating courteous and cooperative behavior when interacting with citizens and visitors.
  • Maintains confidentiality and handles sensitive information with professionalism.
  • Upholds the integrity, professionalism, values, and objectives of NTECC by ensuring compliance with all regulations and maintaining public trust.
  • Regular attendance and punctuality are essential; must be able to work in a 24/7 environment, including weekends and holidays, and respond to critical issues during non-business hours.
  • Performs additional duties as assigned.
Minimum Qualifications

Knowledge and Skills:
  • Proven ability to collaborate, supervise, and effectively communicate with a diverse team.
  • Capability to manage multiple priorities and respond effectively under pressure.
  • Experience in analyzing and interpreting statistical data to enhance performance.
  • Demonstrated initiative, discretion, and sound judgment in completing tasks.
  • Familiarity with state and federal regulations governing emergency service dispatch.
Education and Experience:
  • Bachelor's degree in Business, Public Administration, Communications, or a related field.
  • A minimum of five (5) years of progressively responsible experience in a public safety communications center, including supervisory duties.
  • Knowledge of public safety strategies and technologies.
  • Must be at least 18 years of age.
  • Successful completion of all pre-employment screenings is required.
  • Ability to communicate effectively in English, both verbally and in writing.
  • A valid Texas Driver's License may be required or must be obtained within a specified timeframe.
  • Must pass a criminal background check and comply with security standards for criminal justice information.
Licenses and Certifications:
  • Completion of all required certifications within one year, including TCOLE Public Safety Telecommunicator License, NCIC/TCIC access, CPR, and IAED Emergency Dispatch certifications.
  • Additional licenses and certifications may be required based on NTECC needs.
Physical Demands and Work Environment:

Work is primarily conducted in an office setting within a call center/dispatch environment. Tasks may require standing, walking, and manual dexterity for data entry and operation of office equipment. Employees may encounter moderate noise levels and controlled temperature conditions. Interaction with the public may occur, requiring effective communication skills. The role demands the ability to remain alert and responsive in a fast-paced, high-volume environment.

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