Telecommunicator Shift Supervisor

Overview

We are glad you are interested in joining our team and serving the citizens of Scotland County! Scotland County employees work to improve the wellbeing and safety of citizens' lives. As a county employee you will work with others who value respect, teamwork, dependability, accountability, innovation and excellence. We offer flexible work scheduling and a full benefits package including medical insurance, vacation, paid holidays, and membership in the North Carolina retirement system.

An employee in this class performs responsible communications and related work for the County’s law enforcement, fire and emergency services functions. They will also serve as a supervisor in the 911 Communications Center on an assigned shift while also performing the duties and responsibilities of a Telecommunicator.

• Receive, screen and prioritize emergency (E911) and non-emergency telephone calls for service from the public requiring law enforcement, emergency medical service (EMS), or fire department attention and relay to officers or command personnel, as appropriate.
• Operate a multi-frequency radio and computer-aided dispatch system, access teletype, monitor alarm systems, operate playback tape recorders, operate TDD/TTY, and operate security devices and other related communication equipment located throughout the Center.
• Condense large amounts of information into readable, sensibly typed remarks in a timely manner and recall numerous acronyms and codes essential to appropriate call processing.
• Maintain familiarity with the Standard Operating Procedures and appropriate manuals that provide thorough knowledge of Multi-Agency Communications Center operations and procedures.
• Evaluate information received and utilize protocols provided through the computer-aided dispatch system to determine appropriate actions to be taken.
• Work shift work during evenings, nights, weekends, and holidays and be available to work extended shifts and be subject to emergency callout(s).
• Work effectively in a disciplined environment with close supervision and carry out lawful orders according to policies regardless of personal agreement.
• Continually demonstrate a high level of mental stability and professionalism.
• Enter information into the computer at a minimum rate of 30-35 words per minute.
• Deal with sensitive information in a discreet and professional manner by maintaining confidentiality.
• Maintain a positive customer service attitude at all times with the public, user agency members, co-workers and supervisors.
• Dispatch police, fire, ambulance or other emergency equipment as needed in accordance with operational policies and procedures to the location of the call for assistance.
• Interpret Scotland County and City maps as necessary through use of computerized mapping software, wall maps and map books; relay emergency and non-emergency cellular 911 calls received from outside Scotland County to the appropriate agencies using regional geographic knowledge, maps and other resources.
• Assist in maintaining computerized Master Street Addressing Guide (MSAG) and E911 database for Scotland County by collecting incorrect E911 address and data and immediately relay to the Communications Supervisor to handle the problem.
• Make rapid, accurate decisions which affect the outcome of other public safety services.
• Assist other dispatchers as necessary and when not occupied with primary duties or if occupied with duties of lower priority.
• Be reliable and dependable and report for work on a consistent and predictable basis.
• Follow the chain of command per agency policy.

• Supervise shift in the dispatching of law enforcement, fire and emergency medical service units to emergencies; maintain CAD log and recording and status control devices; provide pre-arrival medical instructions to callers requiring emergency medical services.
• Assist in training personnel in the methods and procedures of call taking, law enforcement, emergency medical services, rescue and fire dispatching, and related work.
• Supervise and participate as required in the broadcast of public safety communication; relay information to other emergency services; answer 911 calls for services and non-emergency calls as required; initiate and maintain direct contact with field personnel.
• Assist in monitoring employee performance and make disciplinary recommendations as appropriate.
• Participate in supervisory, leadership, and career development training.
• Assist in overseeing the use of equipment, notifying the appropriate department/agency for repair or replacement when necessary.
• Report to Supervisor of Emergency Communications any significant status changes in personnel, equipment, and incidents of significance.
• Serve as Assistant Terminal Agency Coordinator (ATAC) for the Communications Center.
• Assist with creating and monitoring schedule; locate shift coverage when needed.
• Assist with quality assurance and improvement processes for call taking protocols.
• Ensure…