Lead Emergency Communications Specialist

Overview

This position serves as a working supervisor, in charge of overseeing day‑to‑day operations in the dispatch center. In addition to performing the full range of Communications Officer call taking and dispatching functions, Supervisors also direct and supervise subordinate staff; assign and delegate work projects; schedule employees to ensure proper staffing levels are maintained; and conduct performance management including evaluating work performance, coaching, mentoring and/or implementing corrective action for performance and conduct issues.

Work is performed under the supervision and direction of the Communications Manager, but extensive leeway is granted for the exercise of independent judgment and initiative. The nature of the work performed requires that an employee in this class establish and maintain effective working relationships with the Communications Manager, other communications dispatchers, emergency response personnel, administration, and the general public. This position is a twelve hour night shift position, with fourteen shifts within a four week period.

(All duties listed may not be included in any one position nor does the list include all tasks found in a position of this class).

• Perform all essential functions of the Senior Communications Officer classification and must maintain proficiency and a high level of knowledge regarding all aspects of Communications Officer and Senior Communications Officer tasks (refer to the job description for a full list of requirements).
• Oversee day-to-day operations of CFD staff; supervises personnel, prioritize and assign work to ensure that emergency services are dispatched in a timely manner and CFD's service and production expectations are achieved; assume control of more serious and complex emergency calls as necessary.
• Mitigate staffing issues; fill last-minute vacancies, proactively seeking solutions to scheduling to ensure proper staffing levels.
• Coordinate major incidents to ensure proper notifications are made; report unusual or high-interest circumstances or problems to Communications Manager.
• Provide information to appropriate departments regarding technical issues, equipment functionality, operational procedures, rules and regulations, and other requests as needed.
• Ensures accurate and complete recording of information and activity related to calls for service in CAD and other records management systems.
• Perform general record-keeping duties, prepares and distributes general correspondence to department heads and appropriate others.
• Responsible for training and evaluation of new hires, setting work standards, developing daily training plans, complete training documents in a timely manner.
• Participate in training and oversight of assigned subordinate staff; ensures that subordinate staff are completing their training in a timely manner; keep up with subordinate certification needs.
• Actively work with all subordinate staff to improve or resolve performance issues and ensure a high standard of service; offers guidance, individual training and instructions as needed.
• Responsible for timely employee performance evaluations and making recommendations for employee performance goals; timely identification of performance deficiencies, involving the employee and manager to develop effective corrective action plans.
• Recommend and participate in the transfer, promotion, re‑assignment, layoff, suspension or discharge of employees; implements basic corrective actions including oral counseling and oral warnings; discusses the need for further corrective action with Communications Manager and/or Madison County Personnel Department as appropriate.
• Member of CFD's Quality Assurance team, evaluating calls as directed by Communications Manager; receive QA reports for subordinate staff, review, distribute, and actively work with staff to gain understanding and implement feedback to improve performance.
• Participate in implementing, evaluating, monitoring, and recommending modifications to Communications Center policies, procedures, rules, and regulations; recommendations to include tangible data and specific solutions.
• Responsible for making accurate, rapid decisions in emergency situations; responsible for all incident decisions including those of subordinates resulting in the smooth operation of the communications room;
• Apply effective conflict resolution techniques- must be able to deal effectively with difficult situations involving all employees; must remain impartial and consider alternatives in an attempt to avoid escalating personnel situations.
• Maintain a high level of confidentiality and professionalism regarding sensitive internal and external information.
• Maintain professionalism conducive to a person in a position of authority while representing the CFD.
• Be reliable, dependable and be able to report for work on a consistent basis.
• Attend meetings as directed by the Communications Manager.
• Perform additional duties as assigned by the…