911 Disp. Communications Super

Position Title:

911 Disp. Communications Super

Job Description:

Under the general direction of a 911 Communications Assistant Director, incumbent directly supervises employees, dispatch activities, and general operations during an assigned shift at the Salt Lake City 911 Communications Center. Duties performed ensure proper routing, communications, and rapid response to all calls for public safety services. Motivates and mentors dispatch employees to continually improve their skills. Provides professional and technical consultation to 911 Communications Department employees, as well as members of partner public safety agencies.

This is an administrative position involving supervisory, technical, and operational responsibilities.

This position may require non-traditional hours as needed to cover a 24-hour-per-day operation, which may include on-call hours.

TYPICAL DUTIES:

• Supervises staff and directs dispatch activities during an assigned shift.  Ensures that city and departmental policies, procedures and protocols are properly followed.  Monitors all situations that occur and ensures that administrative personnel are notified of major or newsworthy events.  Develops work schedules to ensure adequate shift coverage.  Coordinates and monitors staffing for holidays, vacations, sick/personal leave, and breaks.  Authorizes and monitors overtime, callback, absences, or other adjustments in work schedules as needed. 
• Reviews employee schedules and timecards for accuracy. Assigns voluntary and mandatory overtime to employees based on the Department’s policies. Maintains proficiency with the Department’s scheduling and payroll software.
• Understands the functions in the Department’s phone system and the reporting functions involved with the system.  Trains employees in the proper use of the system in its full capabilities, including the built-in TTY features and text-to-911. 
• Understands the functionality of the radio system and its backup functionalities.  Trains employees in the use of the radio system, which includes the alert features, patching capabilities between talk groups, and proper handling of the emergency activation buttons located on the portable radios carried by response personnel.
• Monitors all in-house alarms and alarms routed through the 911 Communications Department through an electronic alarm notification system.  Trains employees on the use of the fire station alerting system, including station alerting and announcements.
• Understands the use of the 911 Communications Department’s recording system that is used to record all phone and radio traffic. Provides recordings to administrative personnel as requested. 
• Assists in the research, development and updating of 911 Communications Department policies and procedures.  Monitors the adherence of employees to the policies and procedures set forth by the Department.
• Monitors the functionality of all dispatch equipment. Performs routine inspections and makes minor adjustments as needed.  Refers non-routine or mechanical problems to appropriate individuals.
• Maintains and updates employee training, disciplinary, and personnel files.
• Keeps employees apprised of informational memorandums regarding policy changes and general staff notes.  Maintains callout lists for detectives, crime lab, traffic and other miscellaneous files as required for consistency and quality assurance needs.
• Conducts quality assurance for 911 Department employees in police, fire and medical call taking and radio traffic by listening to live and recorded calls.  Listens for correct handling of those calls per protocol, policy, and procedure using appropriate equipment and software.  
•  Provides feedback to the employees concerning quality assurance and the handling of calls.  Assures that proper reports are filled out completely and correctly to be maintained in employee and Department files.
• Handles all police, fire, and medical calls for service and maintains a quality assurance compliance level of satisfactory or above.
•  Assists in the recommendations for hiring and promotional processes.
• Resolves conflicts between employees by gathering complete information and mediating discussions if necessary.
• Handles corrective or disciplinary action for personnel, when necessary, to aid them in maintaining acceptable performance and productivity levels. Identifies, documents, and implements Performance Improvement Plans for personnel when needed. Conducts annual evaluations and other ratings as deemed necessary.
• Resolves complaints from citizens and responders when necessary. This may include reviewing telephone calls and radio traffic to investigate the complaint. Inform administrative personnel of serious complaints that may require more in-depth investigation. 
• May serve on