COMMUNICATIONS SHIFT SUPERVISOR - 0521 Salary
$43,721.60 - $65,582.40 Annually
4 McGee Street - Greenville, SC
6/11/2021 11:59 PM Eastern
- Brief Description
Under general direction and in compliance with standard operating procedures and policies, ensures the efficient and effective answering and processing of 911 and non-emergency calls from the public. Dispatches police, fire, animal control, and forensic field response units to calls for service. Performs the duties and functions for the South Carolina Law Enforcement Division (SLED)/Federal Bureau of Investigation (FBI) National Crime Information Center (NCIC) computer access. Monitors the weather and emergency alerts to notify commanders, key leaders of the city, and citizens of hazards or emergency conditions as needed. Forwards calls to appropriate agencies if the situation is not handled by city jurisdiction. Notifies external support agencies as needed to facilitate needs of the public and first responders. Dispatches the appropriate number of officers to calls for services and maintains an accurate and up-to-date record of responders activities and actions. Enters wanted persons, stolen vehicles, missing person, and stolen tags to the NCIC databases and sends/responds to administrative messages. Manages multiple administrative duties, including towed vehicle entry, towed vehicle NCIC checks, and key holder data entry into the computer aided dispatch (CAD) system for local businesses and residences. Completes necessary paperwork, logs, scans, and e-mails. Monitors Community Care notices to respond appropriately. Supervises assigned personnel and oversees the training of new employees on all functions and duties of the Communications Center.
- Job Duties
Answer Emergency and Non-Emergency Phone Calls: Answer 911 lines, non-emergency lines, and ring down phones processing requests for service and information. Simultaneously enter calls and related information into computer system(s) while speaking with callers. Use specific techniques to break or gather information from hysterical, angry, complacent, and/or calm callers. Assess and determine the nature of the caller`s problem and which public agency would provide best resolution. Act as a resource for field responders and the public for situations not handled by police or fire personnel. Notify the sheriffs office, emergency medical services (EMS), highway patrol, and other agencies of emergency situations. Make calls to alarm companies, keyholders, citizens, utility companies, various city department, and
other agencies as needed. Utilize third party translators via the language line as needed to communicate with non-English speaking callers, as well as, Text Telephone (TTY) devices to communicate with hearing impaired callers.
Dispatch Calls to Field Response Units: Dispatch police, fire, forensic, and animal control calls to field response units. Maintain accurate/up-to-date record of units status/location. Multi-task by processing field requests using the telephone, CAD, and other software systems. Prioritize calls for service and dispatch accordingly. Notify off-duty units to assist with critical calls for service. Alert others for assistance with towing vehicles, public works, sanitation, etc. Maintain records of units working off-duty assignments. Maintain an awareness of others actions and comments in the room to update field responders with pertinent information. Monitor and utilize various GPS-enabled tracking systems.
Supervise Assigned Staff: Supervise full-time and temporary staff including setting performance expectations and standard and prioritizing and assigning work. Maintain a monthly roster and schedule of employees. Adapt to staffing shortages and the need to reassign employees positions. Ensure staff development and training. Write and conduct performance evaluations and approve daily observation reports completed by trainers for new employees. Ensure staff compliance with departmental and city policies and procedures. Coach, mentor, and counsel employees and as appropriate provide discipline consistent with human resources policies. Maintain a safe work environment and report any workplace accidents in a timely manner. Facilitate the resolution of employee concerns and problems. Review time sheets for accuracy and any attendance trends needing resolution.
Perform Administrative Duties: Guide and direct staff regarding SLED/NCIC messages for jurisdiction relevancy and missing or wanted persons for entry into the NCIC. Appropriate enter and track towed vehicle records. Repair or resolve basic equipment malfunction to ensure continued operation of equipment. Research and re-record audio request for Solicitor`s office and department personnel. Determine the need to activate the Critical Incident Notification and perform notifications as needed. Initiate mass notifications as need for emergency or non-emergency events to groups and/or the public.
Perform other duties as assigned.
Associate degree in business, criminal justice or a related field and over three years of experience in 911 communications OR a high school diploma or equivalent and over seven years of experience in 911 communications.
Prior experience must include over two years of experience providing on-the-job 911 communications training to new personnel.
Certifications in/as APCO Communications Training Officer, APCO Public Safety Telecommunicator, and APCO Fire Communications.
Additional certifications as an APCO Registered Public-Safety Leader (RPL) or NENA Emergency Number Professional (ENP) within 2 years of hire.
Driver`s License Requirements
Valid South Carolina Class D Driver`s License.
A 24-hour emergency communications center, including familiarity with public safety functions, requirements, and related laws, regulations, and systems.
Agency personnel policies, procedures, laws, and requirements.
General knowledge of locations of highways, main streets and major buildings and geography of the City of Greenville, including the spelling of city street and area names.
Rules and regulations of the Federal Communications Commission pertaining to radio telephone operations.
Techniques, procedures, and methods used in the operations of a public safety communications center.
The practices, methods, and procedures in operating the computer-assisted dispatch system (CAD) and enhanced 9-1-1 equipment
Principles and processes for providing customer services, including meeting established quality standards.
Effective interpersonal communication methods and techniques, including conflict resolution and general mediation techniques
The techniques of questioning for both emergency and non-emergency calls
City human resources policies and procedures.
Policies and procedures for filling overtime, proper notification for equipment failures or after hour call outs for radio, computer, or phone problems.
Perform the duties and functions of the SLED/FBI National Crime Information Center (NCIC).
Supervise assigned dispatchers, providing direction, training, coaching, and performance feedback.
Apply a high level of initiative, discretion, and judgment in establishing priorities, analyzing situations quickly, and adopting an effective course of action.
Use logic and reasoning to analyze, understand, evaluate, and respond to complex situations.
Develop and maintain effective working relationships with assigned staff, police and fire officials, the public, coworkers, supervisors and managers, agency stakeholders, and officials from other jurisdictions, departments, or agencies.
Ensure the efficient and effective answering and processing of 911 and non-emergency calls, maintaining situational awareness.
Accurately dispatch public safety personnel and equipment quickly and efficiently, maintaining accurate and up-to-date record of units status/location.
Remain calm, think clearly and act quickly in emergency situations, efficiently relaying messages to the proper source.
Work appropriately with confidential material and information.
Communicate clearly, efficiently, and effectively both orally and in writing using tact, patience. and courtesy.
Multitask by processing field requests using the telephone, CAD, and other software systems.
Organize work with many interruptions and multiple tasks to meet schedules and timelines.
Read, interpret, explain, apply, and follow applicable laws, ordinances, codes, regulations, policies, and procedures.
Write reports, prepare business letters, summaries, meeting minutes, and emails using proper format, punctuation, spelling, and grammar, using all parts of speech.
Perform the four basic arithmetic operations (i.e., addition, subtraction, multiplication, division).
Proficiently use general officer equipment and computers with Microsoft Office Suite, as well as specialized dispatch and telecommunications equipment (e.g., radio systems and programming equipment, public safety camera system, NCIC software, TTY software, emergency and non-emergency alerting system, GPS-enabled location software, Fire RMS system, Higher Ground recording system, VConnect/AS400/ECode5 applications, virtual meeting platforms, Power DMS, Quizlet, Police One LMS, etc.).
Primary Work Location: Office environment.
Environmental/Health and Safety Factors: Relatively free from unpleasant environmental conditions or hazards.
Physical Demands: Continuously requires fine dexterity, handling, vision, hearing, and talking. Frequently requires reaching, walking, lifting, carrying, and sitting. Occasionally requires kneeling, foot controls, twisting, and bending. Light strength demands include exerting up to 20 pounds occasionally, 10 pounds frequently, or negligible amounts constantly and/or walking or standing to a significant degree.
Mental Demands: Frequently requires emergency situations, frequent change of tasks, irregular schedule/overtime, performing multiple tasks simultaneously, working closely with others as part of a team, tedious or exacting work, and a noisy/distracting environment. Frequent time pressures.
Americans with Disabilities Act Compliance
The City of Greenville is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Prospective and current employees should contact Human Resources to request an ADA accommodation.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
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The City of Greenville will provide reasonable accommodations for otherwise qualified individuals. The City of Greenville does not discriminate on the basis of race, color, national origin, sex, religion, disability status or age in employment or provision of services.