Communications Dispatcher Supervisor

1 week ago

Atlanta, United States City of Atlanta Full time
JOB DESCRIPTION

Position open until September 23, 2024

Salary: $66,561 Annually

General Description and Classification Standards

Performs supervisory and administrative tasks within the communications center of the Atlanta Police Department. Duties include but are not limited to supervising and training assigned personnel; communicating effectively with city and county police officers, AFRD and EMS personnel; maintaining their status to ensure safety; answering multiple telephone lines and dispatching as required; handling emergency and fast-paced situations; providing the general public with information and assistance; and maintaining a variety of records, files, and logs.

Supervision Received

Normally receives very general guidance regarding overall mission, scheduling, unusual priorities, etc. but is free to set work methods, timetables, performance standards, etc. Focus is primarily on end results and is typically collaborative in nature. Makes decisions on technical issues, diagnoses, or procedures in collaboration with other supervisors or managers.

RESPONSIBILITIES

Essential Duties & Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned.
  • Supervises, directs, and evaluates assigned staff/trainees, handling employee concerns and problems, directing work, counseling, disciplining, and assisting in completing employee performance appraisals and assessments.
  • Oversees day-to-day operation of E91 and medical emergency for APD and AFRD dispatch.
  • Organizes, prioritizes, and distributes work assignments to subordinate dispatch personnel/trainees; works to meet the goals and objectives of the department.
  • Guides and trains employees on proper procedures and protocol of the department; shows best technique to accomplish tasks and provides technical assistance as needed.
  • Directs and administers work assignments of subordinate personnel engaged in administrative and security activities within the communications center of the Police department; reviews and approves personal leave, sick and vacation.
  • Performs multiple tasks simultaneously; takes appropriate action when presented with a stressful life/death situation; remains calm under all circumstances.
  • Answers multiple telephone lines, handles all 911 calls within the Atlanta Police Department jurisdiction or transfers the call to appropriate agency; handles other calls appropriately and updates call lists.
  • Always maintains field unit status to ensure safety of the officers performing activities including working accidents, hazardous incidents, fire traffic control, pursuits, etc.
  • Communicates effectively and coherently over law enforcement and police radio channels initiating and responding to calls; issues case numbers; notifies others, such as wreckers, cabs, and utilities, when services are requested/required.
  • Provides the public with directions and referrals, answers citizen's complaints and concerns, and other information regarding the community or situation.
  • Plans and maintains schedule for the dispatchers, adjusts schedules, staffing and/or authorizes staff to work overtime when necessary to always ensure full staffing.
  • Attends meetings, seminars, and training sessions as required to remain knowledgeable of departmental and city operations, to promote improved job performance and to stay current with changing state/municipal policies, procedures, codes, and criminal/civil case law.
  • Evaluates calls to determine signals and priorities.
  • Maintains individual daily, monthly, and yearly 911 statistics and call delay reports, prepares statistical information for performance evaluations on employees; prepares disciplinary packages as needed and/or assigned.
  • Completes maintenance requests for equipment needing service and/or repair.
  • Works closely with shift Lieutenants as needed and/or required.
  • Substitutes for co-workers in temporary absence of same; performs flexible unit assignments as needed in emergency response; performs other administrative tasks as assigned.
Decision Making
  • Applies organizational policies.
  • May make purchasing or resource allocation decisions within organization guidelines.
  • Exercises judgment and initiative in dispatching emergency calls and other requests.
  • Uses independent judgment and discretion in the handling of emergency situations, determining and deciding upon procedures to be implemented, maintaining standards, and resolving problems.
Leadership Provided

Has formal supervisory authority over a large work group, frequently with intermediate team or crew leaders or a group of highly specialized employees, to include training, coaching, discipline, performance management, scheduling, training, etc.

Knowledge, Skills & Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully. It is not an exhaustive list.

Knowledge of: dispatching and communication systems and local law enforcement practices and AFRD, policies and procedures; techniques and procedures used in operating emergency communications equipment; customer service standards and best practices; terminology, principles and methods utilized within the department; administrative practices, policies, and procedures as necessary in the completion of daily responsibilities.

Skill in: listening and communicating exceptionally to effectively convey information verbally and in writing; operating computers with demonstrated proficiency in a variety of applications and software; empathetic listening techniques; organizational, management; human relations and technical understanding.

Ability to: implement long-term goals for the department in order to promote effectiveness and efficiency; follows policies, procedures, plans and activities and to monitor performance of subordinates against measured established goals; speak with a clear well-modulated voice; remain calm under pressure and stressful working conditions during heavy workload and emergency related calls; speak English rapidly, clearly and concisely; dispatch and handle emergency calls on a continuous basis under time constraints; simultaneously communicate, interpret communication and accurately enter data into a computer system.

QUALIFICATIONS

Minimum Qualifications

Education and Experience

High School Diploma or GED

3 years display of leadership and knowledge within the 911 Center with as least 12 months as a Communications Dispatcher II in Atlanta E911 Communications Center.

A successful candidate will complete Fire Supervisor Training within 3 months of employment. If selected candidate is already Dispatcher III or higher. If selected candidate is Dispatcher II, the candidate will successfully complete Fire Supervisor Training upon appointment. Applicant cannot be on probation or have had adverse actions of 2 days or more within the last 12 months.

Preferred Education & Experience

Bachelor's degree in business/public administration, emergency management or related field and 8-10 years of experience as a communications dispatcher or closely related area preferred.

Licensures and Certifications

Will be required to obtain GCIC, Telephone Cardiopulmonary Resuscitation (T-CPR), Emergency Police Dispatch (EPD), Emergency Fire Dispatch (EFD) within 6 months of employment. Must maintain certification of same in the classification. Must complete 10 hours of Continuing Education Units (CEU) as instructed by Training. May be required to attain and maintain certifications specific to assigned unit as a condition of continued employment.

Essential Capabilities and Work Environment

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

It is the policy of the City of Atlanta ("COA") that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran's status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.

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