Dispatch Supervisor

THIS POSITION IS FOR A DISPATCH SUPERVISOR. YOU MUST HAVE DISPATCH EXPIERENCE FOR EMS OR FD. PLEASE DO NOT APPLY IF NO DISPATCH EXPERIENCE
Job Description
TITLE: Communications Supervisor

DEPARTMENT: Communications

EXEMPTION STATUS: Non-Exempt

SUPERVISED BY: Communications Manager

SUMMARY: The Communications Supervisor is responsible for managing the authorized system status plan designed to maintain adequate coverage for emergency and non-emergency requests for service. They will ensure the communication staff maintains adequate and efficient unit deployment and contract compliance. They are responsible for supervising shift personnel, coordinating daily operations, and executing authorized policies, procedures and directives.

Essential Duties And Responsibilities
Manages the SSM activities of assigned shifts.

Maintains exceptional knowledge of specified service contracts.

Tracks calls to ensure scheduled times are met.

Effectively communicates with and motivates employees.

Monitors telephone etiquette, promptness of call receiving, and call routing.

Serves as a departmental resource and deals effectively with operational difficulties within the Communications Center.

Effectively deals with departmental conflicts and provides adequate follow-up.

Prepares and maintains departmental records and reports.

Manages and maintains Deployment plan and assures departmental compliance.

Promotes a high level of morale among department employees.

Develops skills and talents of all personnel and ensures equal employment opportunities for all employees.

Participates in quality improvement activities; assists in maintaining compliance with all established customer service standards.

Facilitates communications/field problem resolution.

Troubleshoots Communications Center equipment, and reports failures to IT then the Communications Manager.

Supports and upholds established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards.

Maintains performance levels consistent with departmental standards.

Maintains a calm, non-emotional and professional atmosphere in the Communications Center at all times.

Maintains competency and enhances professional growth and development through continuing education.

Maintains positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers.

Attends scheduled department meetings and training sessions.

Prompt and regular attendance at work.

Coordinates and fills the Communications schedule to make sure staffing requirements are met. Closely monitors overtime.

Performs other such duties as assigned.

Minimum Requirements

• High School diploma or GED
• BS/BA degree in communications or related field Preferred
• EMD Certification within one year of hire
• CAD and data entry experience
• One year experience working within a high-performance EMS Communications Center

Knowledge, Skills And Abilities
Extensive knowledge of local geography, SSM, and CAD operations.

Demonstrate multi-tasking skills successfully during an emergency situation.

Demonstrate ability to be an effective Team Leader.

Ability to effectively disseminate shift information in a timely manner.

Ability to prepare and communicate end of shift report.

Ability to establish and maintain positive working relationships with other employees and department heads.

Skilled in reading and writing English.

Ability to communicate clearly on the radio and telephone.

Ability to function effectively in stressful situations.

Working knowledge of Policies and Procedures, following training.

Thorough knowledge of EMS and other public safety resources.

General knowledge of Federal Communications Commission rules and regulations that apply to EMS.

Ability to plan and organize the deployment of a unit.

Ability to record, transmit, and report information accurately.

Ability to establish priorities.

Possess good typing skills.

Ability to understand basic computer applications.

Physical Requirements

• Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight up to10 pounds.
• Sit for extended periods of time but should stand or walk the floor as required.
• Tasks may involve extended periods of time at a keyboard or workstation.
• The employee is regularly required to talk and hear and frequently uses hands to finger, handle or feel objects, tools, or controls; reach with hands and arms.
• Reasonable accommodation may be made where possible to enable individuals with disabilities to perform the essential functions.

Working Environment
Open cubical type or closed office environment, frequent interruptions, work pressure and irregularities in work schedule are expected. Employee is continuously faced with a number of projects considered to be high priority. Employee is subject to continually changing deadlines. While performing the duties of this job, the employee may occasionally be required to travel and attend both regular and unscheduled meetings, some of which take place outside of regular working hours.