Assistant Dispatch Manager

The incumbent will establish operational standards and guidelines for each job element of the Springdale Communications Center that meets and/or exceeds the APCO American National Standards (ANS). The incumbent will establish training guidelines as well as schedule, record and maintain required certifications for dispatchers. The incumbent will establish and maintain a training program for continued dispatch education (CDE) credits.

• Provide good customer service to both internal and external customers; maintain positive and effective working relationships with other City employees (especially members of their own team), and have regular and reliable attendance that is non-disruptive.
• Directly supervises 6 non-supervisory subordinates and indirectly supervises 21-30 personnel. Carries out supervisory responsibilities in accordance with the City’s policies and applicable laws;
  Responsibilities include interviewing, hiring, and training new employees; planning assigning, and directing work; appraising performance, rewarding and disciplining employees; motivating, developing, and directing people as they work; addressing complaints and resolving problems.
• Assist in establishing a quality assurance program for police, fire and EMS service with the goal of excellence and accreditation.
• Clearly define operational standards and train the dispatchers to meet or exceed the established standards; identify areas of compliance, vulnerability and risk.
• Assist in overseeing the quality control unit, ensuring daily review of police, fire and EMS calls.
• Provide statistical data to gather trends for areas of improvement, as well as immediate feedback of performance review of and for the dispatcher.
• Attend routine committee meetings comprised of police, fire and EMS administration, training and personnel.
• Assist the Dispatch Manager when needed for special projects or in their absence.
• Train dispatchers and coordinate different phases of training. Review Daily Observation Reports (DOR) and other evaluation forms related to the training process. Ensure that each dispatcher assigned to the shifts complete required training courses and complete Continuing Dispatch Education (CDE) credits to maintain certifications.
• Identify internal and external training programs to address competency gaps and collaborate with appropriate personnel to facilitate training needs.
• Organize and develop training programs to meet specific training requirements.
• Coordinate with subject matter experts regarding instructional design.
• Develop and maintain training aids such as manuals and handbooks for the communications center.
• Map out training plans for individual employees and inform employees of training options.
• Present training programs and materials using recognized training techniques and tools.
• Facilitate learning through a variety of delivery methods including classroom instruction, virtual training, and on-the-job coaching.
• Design and apply assessment tools to measure training effectiveness and track and report on training outcomes.
• Provide feedback to program participants and management.
• Keep current on training design and methodology;
  Evaluate and make recommendations on training material and methodology.
• Create and maintain all training records and files for dispatch personnel.
• Handle logistics for training activities including venues and equipment and coordinate off-site training activities for employees.
• Oversee and actively participate in the recruitment and hiring process for communication center personnel, including application review, testing, interviews, and related activities.
• Act on behalf of the Dispatch Manager in their absence or as needed. Communicate with personnel in assigning tasks, and ensure supervisors observe standard operating policies and procedures while performing duties. Verify that all scheduled assignments are completed in a timely manner.
• Perform other duties as required or assigned.

• Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of 4 years in high school, plus night, trade extension, or correspondence school specialized training, equal to 2 years of college, plus 3 years related experience and/or training, and 2 years related management experience, or equivalent combination of education and experience.
• Required: ACIC Level I & II Certification, Emergency Medical Dispatch (EMD) Certification, CPR Certification, Public Safety 40 hour Basic Telecommunicator Certification, Emergency Fire Dispatch (EFD) Certification, Emergency Medical Dispatch Quality Assurance Certificate (EMD-Q), Emergency Fire Dispatch Quality Assurance Certificate (EFD-Q)
  NIMS
  -FEMA 100,200, and 700, 702, 703, 800, and 29a, NCMEC (National Missing and Exploited Children) training, NAMUS, Rave Mobile Safety Training, ACTIVE
  911 Training;
  Certified Training Officer (CTO) Certification, Criminal Justice Information Systems Certification (CJIS).
• Preferred: Instructor…