Security Shift Manager

Job description 

The Security Shift Manager oversees and coordinates the activities of the dispatch center and dispatch personnel; assigns and delegates work projects; schedules employees to ensure and maintain proper team staffing levels; conducts performance management including evaluating work performance, coaching, and mentoring; implements corrective action for performance and conduct issues. The Security Shift Manager can perform the full range of dispatch duties in addition to overseeing the dispatch center operations. Duties are in support of public safety, providing for the protection, safety of employees, and visitors.  

 

Essential Duties & Responsibilities  

• Manages team members to include prioritizing and assigning work; conducting performance evaluations; ensuring team members are fully trained; and making hiring, termination, and disciplinary recommendations 

. • Manages, assigns, reviews, and participates in the work of dispatchers 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 concerns from citizens, employees, and external customers; completes notifications to appropriate groups or persons. • Operates and monitors sophisticated communications systems: Computer Aided Dispatch and Radio System while maintaining a thorough working knowledge of the Records Information Management System (RIMS). 

 • Assesses employees' compliance with procedure, 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 team members at regular intervals; provides both verbal and written feedback involving the discipline process. Initiates commendations where appropriate.  

• Represents the department publicly and serves as a key representative of the Department of Public Safety’s services to internal customers, vendors and visiting patrons.  

• Assures that operating procedures and policies are current and adhered to.  

• Handles citizen inquiries and complaints by telephone ensuring a high level of customer service and positive relations with the general public.  

• Receives, investigates complaints against personnel and submits recommendations to affect any disciplinary action when appropriate.  

• Assists in coordination of team members regarding operations to identify and resolve operational problems. • Provides technical expertise to departmental team members on communications technology and ensures appropriate training of team members.  

• Reviews statistical data which outlines center and employee performance; adjusts schedules (breaks/lunch) as necessary to achieve performance goals.  

• Instructs new and existing employees in the classroom and/or briefing on policy and procedure.  

• Remains current on job specific procedures through attending training courses in order to apply appropriate methodologies.  

• Interacts with a variety of individuals to establish and maintain effective public relationships. • Deals with the public courteously in order to establish and maintain effective public and customer relations. 

 • Analyzes situations promptly and accurately; quickly adopts prompt, effective and reasonable courses of action with due regard to surrounding hazards and circumstances.