Position: 9-1-1 Dispatch Supervisor
Reports to: Director of Public Safety, Police Chief & Fire Chief
Status: Full-Time (80 hours), Classified, Exempt
Pay Grade: PM-1 ($49,836 - $74,754)
Normal Working Hours: Variable
Job Summary: Under the general direction of the Director of Public Safety and day-to-day direction of the Police Chief and Fire Chief, manages the daily operations, activities and staff of the 9-1-1 Dispatch unit, and performs the daily functions of Dispatcher. Supervises and provides direction to Dispatchers, including scheduling, training, attendance, performance reviews, and accountability in addition to recommendations on discipline, hiring, and firing. Using a computer-aided dispatch system, receives emergency calls from the general public requesting police, fire, medical or other emergency services. Determines the nature and location of the emergency and dispatches police, fire, EMS and/or other emergency units as necessary and in accordance with established procedures.
Essential Duties and Responsibilities: The responsibilities of this position include, but are not limited to the following:
Management and Supervision
- Manages 9-1-1 dispatch center operations and personnel, including assigning tasks, providing direction, managing scheduling, approving leave requests, ensuring adequate 9-1-1 center coverage and standardization of policy and procedures among shifts.
- Participates in the selection and hiring of 9-1-1 staff; supervises; prepares and conducts performance evaluations; initiates and recommends discipline; prepares and/or recommends commendations.
- Participates in policy and procedure updates and development for the 9-1-1 center; implements, manages, and enforces department policies.
- Ensures that 9-1-1 dispatch center meets all required ESInet 9-1-1 operational standards and rules and maintains all necessary records to establish compliance.
- Reviews recordings of phone calls (9-1-1 and non-emergency) to ensure quality and compliance with department standards.
- Manages and schedules department training, external and internal, including setting up, conducting, tracking, etc.
- Acts as LEADS TAC and reviews LEADS entries.
- Oversees organization and condition of the 9-1-1 dispatch center and equipment; makes equipment recommendations to Chief and/or Lieutenant; participates in budget process.
- Acts as EMD manager.
- Provides new dispatcher instruction (PST1); manages and participates in the field training of new 9-1-1 dispatchers and field training of new police officers as Communications Training Officer (CTO/FTO) process.
- Tracks immobilizations and submits data to the State for license plates seizure fees.
- Oversees Dispatch Court Clerks or liaisons with the Municipal Court Clerk for management of Dispatch Court Clerk staff.
- Performs Sundance Geo administration; manages business security files; performs CAD setup/monitoring and spot checks CFS and CAD input.
- Ensures the MABAS system is functional in CAD; collaborates with and makes recommendations to the Fire Chief for and changes to the MABAS database.
- Liaisons with the Fire Department on procedure issues and dispatch performance.
- Performs Knox box system checks and maintenance.
- Performs radio system setup & management (from the radio console).
- Participates in monthly staff meetings.
- Develops and oversees vacation house checks program.
- Makes recommendations on 9-1-1 center service needs, operational performance standards, and quality assurance standards.
- Represents the 9-1-1 Dispatch Center at local, regional and national boards, commissions and organizations related to public safety communications, including APCO, NENA, ESInet and County 9-1-1 Technical and Planning Committees.
- Serves as 9-1-1 center liaison with Medina County 9-1-1 Coordinator and other public safety communication partners, agencies and communities served.
- Performs other related duties as assigned.
- Receives and handles 9-1-1 and non-emergency telephone calls & complaints.
- Receives and transmits radio communications and dispatches safety services and other appropriate personnel as well as coordinating back up support as necessary.
- Operates base radio console equipment and acts as a central dispatch/control or relay point to receive and transmit information to safety (Police, Fire and EMS), service, and other appropriate personnel;
- Monitors radio frequencies of Wadsworth Police and Fire Department and surrounding departments.
- Able to obtain caller(s) location, nature of problem and assign appropriate response; track police, fire and, EMS unit activity; operates emergency equipment including 911;
- Provides pre-arrival emergency medical instructions to callers;
- Operates computer terminals such as CAD to dispatch calls, LEADS to verify vehicle and personal data, and RMS terminals to record calls for service;
- Operates LEADS computer terminal to verify and record vehicle and personal data (e.g. verifies vehicle registrations and driver’s license information; enters and cancels warrants; runs record checks; enters and clears missing persons, property, etc.).
- Deputy clerk responsibilities assigned by the Clerk of Courts.
- Prepares and maintains logs and records of calls, complaints, receptions and transmissions for police and fire personnel.
- Activates the Outdoor Emergency Warning System for severe weather, hazardous material spills, and other civil emergencies.
- Maintains and Operates the Wireless Emergency Notification System (WENS) mass notification system for alerting.
- Answers inquiries from the public and directs them to the appropriate personnel within the Safety Forces as well as other city departments;
- Provides directions to City facilities, special events, and programs, or advises residents regarding the location of various streets within the community, as well as answers inquiries from the public regarding a variety of issues and events.
- Performs other related duties as assigned.
Essential Knowledge, Skills and Abilities:
- Knowledge of working in a public safety communications environment.
- Knowledge of the supervision of employees.
- Knowledge of developing and implementing operational plans and schedules for areas of responsibility.
- Knowledge of various public safety communications technologies including CAD, RMS, emergency radio systems, emergency alert systems and multi-line telephone systems.
- Knowledge of LEADS rules and procedures.
- Knowledge of public records laws and requirements.
- Knowledge of working in collectively bargained environments.
- Knowledge of how the position fits into the overall vision and objectives of delivering high quality and cost effective public safety services.
- Ability to communicate clearly and effectively under extremely stressful conditions, listen attentively to radio transmissions for long periods of time, and attend to information requests from numerous parties.
- Ability to use public safety radio system equipment.
- Ability to use sound judgment and to react appropriately under stressful situations.
- Ability to recognize unusual or threatening conditions and to initiate appropriate action.
- Ability to comprehend and carry out instructions in written or verbal form.
- Ability to type at a rate of at least 30 wpm on a computer terminal.
- Ability to collate and sort data in numerical, alphabetical or chronological order.
- Ability to define problems, collect information, establish facts and draw valid conclusions.
- Ability to prepare meaningful, concise, and accurate reports.
- Ability to add, subtract, multiply, and divide whole numbers and fractions.
- Ability to transmit information verbally in a clear, concise, and accurate manner.
- Ability to foster, create and maintain effective working relationships with all public safety staff, city employees, supervisors and public officials.
- Ability to interact with the public in a friendly, professional manner and to maintain a favorable and professional image.
- Ability to handle routine and sensitive inquiries in an effective and professional manner.
- Ability to maintain confidentiality in handling sensitive and other issues as instructed by supervisors
- Ability to recognize, identify and reconcile gaps in personal knowledge, skill and experience to effectively meet job requirements and professional development.
- Ability to manage projects effectively, efficiently, and ethically.
- Ability to constantly operate computers and other office equipment such as a multi-function machine (copy, scan, fax); shredders, telephones, headsets, etc.
- Ability to remain in a stationary position at a workstation or move about within the 9-1-1 dispatch center throughout a scheduled work day.
- Ability to lift and move objects weighing up to 40lbs.
- Ability to demonstrate the core values of Integrity, Respect, Teamwork, Accountability, Positive Attitude, Commitment, Professionalism, and Dedication to Service to Others.
Minimum Qualifications for Employment: The employee must meet all of the minimum qualifications below as a condition of employment.
- Possession of a high school diploma or equivalent.
- Possession and maintenance of a valid State of Ohio motor vehicle operator’s license and the maintenance of an acceptable driving record and insurability with the City’s general liability policy as deemed by the City.
- Five (5) years of 9-1-1 dispatching experience for Police, Fire, and/or EMS agencies.
- Considerable knowledge of 9-1-1 system operations, practices, procedures and standards, computer aided dispatch (CAD), records management systems (RMS) and other automated information/communications systems.
- Ability to acquire and maintain certification in the Law Enforcement Automated Data System (LEADS) and NCIC certification.
- Considerable knowledge of LEADS and NCIC regulations and rules.
- Obtain and maintain a commission as a Deputy Clerk of Courts for the Wadsworth Municipal Court.
- Excellent verbal and written communication skills.
Preferred Qualifications for Employment:
- Five (5) years of experience in supervising employees.
- NENA Emergency Number Professional and Center Manager Certification Program certifications.
- APCO Communications Training Officer and Emergency Medical Dispatching Instructor certifications.
- A bachelor’s, associates or advanced degree in Criminal Justice, Fire Science, Emergency Management, Public Administration, Business Administration, Management or other related field.
- Other specialized training or certification in the field of public safety communications.
Special Information: Employment is contingent upon the successful completion of a criminal background check, employment reference checks, a physical examination, a psychological evaluation, and a pre-employment drug screen. The final applicant will be required to submit to urinalysis prior to the appointment to test for illegal drug use. An applicant with a positive test will not be appointed to the position.
Application Process: Interested candidates should submit a detailed resume reflecting the nature of the work performed in both current and prior employment. Emphasis should be given to work experience, training and/or duties performed that are relevant to this position. Resumes may be dropped off in person at the Human Resources office or submitted in the following manner:
E-Mail: Tara McCulloch, Human Resources Director at email@example.com
If submitting by E-Mail,PLEASE NOTE: Documents will only be accepted in a Microsoft Word, “.doc”, “.docx” or Adobe “.PDF” format. Documents sent in other formats will be rejected. If you cannot electronically send your resume in one of these formats, please choose one of the other methods of submission identified above (e.g., U.S. Mail, fax, personal delivery).
POSTING DATE: Wednesday, September 7, 2022
POSTING DEADLINE: Wednesday, September 28, 2022*
* Resumes must be received in Human Resources by 4:00 P.M. on the deadline date, regardless of the method of submission. Late submissions will not be considered.