911 Dispatch Supervisor

• Supervise and direct subordinate staff
• Assign and delegate work projects
• Schedule employees to ensure proper staffing levels
• Ensure standards of service are maintained in accordance with national standards and the mission and vision of the Summit County 911 Center
• Responsible for performance management, including: work performance, coaching, mentoring, and implementing corrective action
• Perform the duties of a 911 dispatcher as required
• General supervision of assigned employees and daily oversight of dispatchers on the supervisor’s shift
• Participate in hiring and training dispatchers
• Make disciplinary decisions and initiate disciplinary actions
• evaluate performance of dispatchers
• Handle scheduling and staffing issues caused by illness, vacation, and training
• Perform all tasks associated with the Telecommunicator position
• Oversee one or more of the following areas for the 911 center: Operations, Training, Recruitment, or Quality Assurance
• Supervise dispatch personnel and plans work assignments, setting priorities, and direct the work of all subordinates
• Evaluate shift operations through personal observation of dispatchers and recommends improvements or modifications
• Evaluate and verify employee performance through the review of completed work assignments and work techniques
• Review and interpret goals and objectives of the work area
• Review Police/Fire/EMS calls for compliance to protocols
• Follow up and resolve concerns / complaints about operational policies and procedures from the agencies or the public
• Work with Dispatch Leads to identify potential issues and improvements
• Identify changes and improvements to Standard Operating Procedures
• Directly oversee and support Incident Response / Emergency Management support operations for the dispatch center
• Participate in after-action reviews and implement needed improvements
• Work proactively with staff to resolve performance or personnel issues
• Investigate and resolve complaints about individual dispatchers from user agencies and the public
• Identify issues and implement basic corrective actions including coaching and counseling sessions, as well as verbal warnings
• Document and work to improve performance of assigned employees
• Stay generally aware of employee actions and behaviors for signs of stress, coping, and general emotional well-being
• Provide peer support or ensure appropriate resources are engaged for support
• Responsible for support functions related to operations of the communications center including shift schedules, replacement coverage, health and safety issues
• Provide direction and answers regarding all types of technical and operational questions and concerns
• Serve as a resource for employees on policies and procedures in unusual or questionable situations
• Act as the first point of contact for technology and equipment malfunctions within the Communications Center
• Review and evaluate the problem or malfunction and determine the best course of action
• Identify needs and requirements for updated or upgraded equipment and works with management and IT support to advance those requirements
• Complete a variety of reports and correspondence relating to dispatch activities
• Maintain records, prepare reports, and compose correspondence relative to the work
• Cover vacation, comp time, holiday time, or sick time requests equitably with other Supervisors
• Provide relief for Telecommunicators as needed
• Cover open positions until they are filled
• Cover on-call requirements equitably with other Supervisors
• Attend monthly meetings, such as staff meetings, Operations Workgroups, or ad-hoc committee meetings
• May be assigned specific responsibilities and/or leadership for programs or projects

• High school graduate or equivalent
• Minimum three (3) years of 911 dispatching experience
• two years of relevant supervisory experience preferred
• Working knowledge of law enforcement, fire, and EMS procedures and practices
• thorough knowledge of computer systems and their application to Public Safety Communications
• EMD, CPR, NIMS, CBI certifications
• Successful completion of APCO Supervisory course within the first year of employment
• Meets or exceeds all requirements for subordinate levels (Dispatcher I, Dispatcher II, Dispatch Lead)
• Knowledge of basic supervisory and employee management principles
• Ability to think analytically and apply sound judgement, solve problems, make effective decisions, and act with integrity
• Knowledge of applicable policies and procedures governing the hiring, employment, and separation of employees
• Skills in prioritizing, planning, assigning, coordinating, directing, monitoring, and reviewing work assignments
• Apply a high level of initiative, discretion, and judgment in accomplishing the work
• Ability to work with frequent interruptions and changes in priorities
• Ability to maintain composure under stressful conditions and to quickly and accurately make decisions involving life threatening emergencies
• Skill in handling conflict and uncertain situations
• Skill in collecting, analyzing and interpreting data
• Ability to train others
• Ability to positively supervise and motivate employees
• Interpersonal skills necessary to develop and maintain positive, cooperative, effective, and appropriate working relationships with co-workers, the public, and representatives of user agencies
• Skill in verbal and written communications
• Ability to establish and maintain excellent communications with personnel, members of user agencies, and the public
• Effective interpersonal communications methods and techniques, including conflict resolution, debriefing, and interpersonal mediation
• Explain and help dispatch staff understand dispatch responsibilities, priorities, and procedures
• Evaluate dispatcher performance and conduct
• provide positive feedback and constructive criticism
• identify and recommend improvements
• Knowledge of the operations of a public safety 911 center
• Proficient in the use of modern 911 center equipment, including Computer-Aided Dispatch systems, 911 phone systems, radio communications equipment, and dispatch equipment
• Personal computers
• copy and fax machines
• printers
• county vehicles
• personal computer software includes SAP, Aqua, Outlook, Word, Excel, PowerPoint, internet and others as required
• Able to pass a criminal background check, polygraph, and psychological evaluation
• Able to work 40 hours per week, including nights, weekends, and holidays

two years of relevant supervisory experience