Communications Supervisor

Linn County

Cedar Rapids, IA Executive & Management / Law Enforcement & Public Safety $59,101 yearly
The Communications Supervisor supervises, assigns, reviews and participates in the work of staff responsible for processing emergency, non-emergency and administrative calls for emergency providers, including law enforcement, fire, emergency medical services, and the general public. Ensures work quality in accordance with the Communications Center’s mission and standards. Ensures adherence to established goals, policies and procedures. Coordinates and implements all in-house training activities for Communications Operators. Performs the more technical and complex tasks relative to assigned area of responsibility.
ESSENTIAL FUNCTIONS:
  • Supervises, assigns, reviews and participates in the work of Communications Operators who receive and process emergency and non-emergency calls; 
  • monitors phone and radio traffic to ensure procedural compliance; reviews case information entered into the computer system; 
  • conducts quality assurance feedback and coaching sessions with assigned employees at regular intervals.
  • Communicates with the public, subordinates, peers, supervisors; interprets, explains and answers operational and procedural questions; handles complaints from citizens, employees and external customers; completes notifications to appropriate agency or person.
  • Operates and monitors sophisticated communications systems: Computer Aided Dispatch, Records Management, Radio Systems, National Crime Information Center (NCIC); initially troubleshoots issues and reports appropriate failure to the correct person.
  • Assesses employees’ compliance with procedure and assists in development of employee skills and abilities by providing constructive criticism, recognition and corrective action when necessary; 
  • conducts quality assurance feedback and coaching sessions with assigned employees at regular intervals; provides both verbal and written feedback involving the discipline process; initiates commendations where appropriate.
  • Reviews statistical data that outlines Communications Center and employee performance; adjusts schedules (breaks/lunch) as necessary to achieve performance goals.
  • Instructs new and existing employees in Communications Center policy and procedure.
  • Prepares and completes analytical and statistical reports and directives as required; prepares copies of recordings as directed.
  • Appears in court as subpoenaed.
  • Remains current on job-specific procedures through attending training courses in order to apply appropriate methodologies.
  • Handles all agency requirements of being a Terminal Agency Coordinator (TAC) for IOWA system; communicates with Terminal Agency Administrator (TAA) regarding issues involving IOWA system.
  • Supervises, assigns, reviews and participates in the training of Communications Operator trainer(s); supervises, assigns, reviews, and participates in the hiring and training of new Communications Operators; 
  • initiates training review sessions with the trainer(s) and trainee(s) on a regular basis.
  • Completes weekly schedules; maintains current calendar of vacation, holiday, sick, personal and training hours, as well as requests for leave for Communications Division employees; processes requests for leave and updates appropriate calendar/schedules; completes annual bidding schedule, disseminates and supervises the bidding process.
  • Knows the County’s Customer-Centered Culture principles, the County’s Mission, Strategic Plan and Core Values and demonstrates them on a regular basis. 
  • Uses the LC3 principles to identify, develop and refine departmental products so they are aligned with the Linn County Strategic Plan and enhance customer satisfaction. Collaborates with customers to enhance customer satisfaction. 
  • Facilitates capturing the “Voice of the Customer” and uses it to measurably improve departmental performance. 
  • Empower direct reports to close gaps between customer expectations and experience wherever possible. 
  • Performs other miscellaneous duties as assigned; regular work attendance required. 
QUALIFICATIONS:   
  • Associate’s degree (or equivalent) required; Bachelor’s degree preferred.
  • Five (5) years of emergency communications and dispatch experience with an agency that handles police, fire and ambulance dispatching simultaneously. 
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year-for-year basis. 
  • Additional relevant education or directly related experience may count towards minimum qualifications on a year 
  • for year basis at the discretion of the hiring manager.
  • IOWA/NCIC certification must be successfully maintained.
  • Reports to Lieutenant; supervises Communications Operators.
  • Knowledge of modern and complex principles and practices of providing emergency communication services. 
  • Policy dispatch and National Crime Information Center (NCIC) operator functions. Knowledge of the operation, services and activities of an emergency communications or dispatch program.
  • Must be able to read manuals, correspondence and other written documentation.
  • Knowledge of the principles of business letter writing and basic report preparation.
  • Requires the ability to perform basic mathematical functions.
  • Work is governed by broad instructions, objectives and policies. Requires the exercise of considerable initiative and independent analytical and evaluative judgment.
  • Knowledge of the principles of supervision, training and performance evaluation. Knowledge of basic operations, services and activities of a training program and modern office procedures and methods.
  • Ability to use modern office equipment including computers; computer systems used in law enforcement agencies, including NCIC and related equipment.
  • Valid Driver’s License required.
  • Must pass a County physical examination which includes a drug test and medical history check after offer of employment.
  • Must successfully complete all internal police dispatch and related security training.
  • Subject to pre-employment credit and criminal history review.

Application Instructions:

DEADLINE: Wednesday, April 17, 2019 at 5:00 p.m. 

APPLY AT: www.linncounty.org/jobs (Current Openings)

Job ID: 67851

Posted 13 days ago

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