Telecommunications Supervisor

Job Description Summary

The purpose of this position is to supervise the daily operations of the telecommunications center and serve as supervisor of the telecommunications staff.

This position works independently, under limited supervision, reporting major activities through periodic meetings. Job Responsibilities

Supervise and direct the activities of all telecommunications staff. Prioritize, assign, coordinate, monitor, and evaluate work activities/assignments. Coordinates, assigns and reviews work and establishes work schedules; maintains standards; monitors status of work in progress; inspects completed work assignments; answers questions; gives advice and direction as needed.

Directs, supervises, and manages the daily activities of the communications services center, and other services on an assigned basis.

Ensures quality assurance monitoring of the telecommunications section such as call activity, review of unusual incidents, CAD and NCIC systems.

Ensures training meets the Commission on Accreditation for Law Enforcement Agencies (CALEA) and Association of Public Safety Communication Officials (APCO) standards. Maintain knowledge of CALEA and APCO standards related to training and ensure training materials meet these standards. Assist in the administration of the E911 and CAD systems to ensure operators are trained in all aspects.

Prepares a variety of reports and records such as NCIC entry, pay sheet, telephone logs, evaluation forms, location reports, memorandums, fire reports, wrecker logs, driver history, work orders, criminal history request, driver’s license search, daily/monthly statistics, calls for service (police), and calls for service (fire/medical).

Ensures compliance with goals and objectives, motivates staff, assesses performance, and reviews the work of subordinates to ensure compliance with departmental policies and procedures.

Monitor and document employee performance. Provide feedback to employees regarding work performance and to improve processes and functions. Complete performance documents on employees under their supervision. As needed, prepare counseling documents, recommending and administering approved disciplinary action. Provide training, mentoring, and performance coaching. Facilitate the resolution of employee concerns and problems, ensuring performance issues are handled in an objective manner with all employees.

Prepare annual performance evaluations on schedule. Provide guidance and feedback to employees seeking assistance or support for their actions/decisions.

Review schedules and approve overtime needs, review/approve time off requests and electronic timecards.

Assist in the development of the CAD system to ensure agency and community needs are met through technological advances.

Develop CAD protocol for new Police or Fire initiatives, assisting in the advancement of the agency”s records management system (RMS).

Ensure the CAD is providing data needed for divisions to meet strategic plan goals.

Review and update Standard Operating Procedures for telecommunications to maintain up-to-date methods and practices.

Run reports to provide data to Commanders and to aid others in their duties.

Ensure all equipment (e.g. radio and telephone) functions at optimum levels to facilitate the public safety needs of the citizens, officers, and firefighters.

Exercise initiative in the improvement of telecommunications center operations, objectively evaluating procedures and personnel and implementing appropriate corrective actions.

Proficiently use computers, radios and radio programming equipment, 911 telephone system, public safety camera system, CAD, NCIC software, TDD software, City Alarm Alerting System, Rapid SOS 911 Location software, Fire RMS system, audio recording system, VConnect/AS400/ECode5 applications, virtual meeting platforms, Microsoft Teams, Power DMS, and various learning management systems.

Operate general office equipment to include scanner, printer, copier, telephone, and computer with Microsoft Office Suite.

Manage the radio equipment for the telecommunications function and assist with programming requirements and equipment needs for the police and fire service;

Answers 911 telephone lines, other emergency lines and non-emergency lines in order to ascertain, records and disseminates the type of assistance needed, the location, urgency of the call, prioritizes calls and directs calls to appropriate units via telephone or radio.

Assist with managing departmental Mobile Data Terminals.

Documents all incoming information as required by individual calls for service. Checks NCIC entries (once monthly/missing persons quarterly).

Refers to the Department of Motor Vehicles replies, NCIC/SLED replies, mapping program, NCIC manual, logs/manuals/telephone directories, policy and procedure manuals, codes/laws/regulations, publications and reference texts, etc.

Conducts and monitors training programs in the various phases of communications activities.

Ensures quality assurance monitoring of Communications Division, i.e. call activity, review of unusual incidents or complaints, CAD equipment, in adherence with operational goals.

May be required to serve as ATAC as determined by the division commander.

Performs related work as required. Performance Measurement

Knowledge of Job:
Has thorough knowledge of the methods, procedures, guidelines, and policies of the Police and Fire Departments, as well as the fire service entities under contract with the City of Greer, as they pertain to the performance of duties of the Telecommunications Supervisor. Has thorough knowledge of the practices, procedures, standards and regulations regarding emergency communications at the local government level. Has knowledge of how to perform safety-training programs required by the City. Has thorough knowledge of the operation of a wide variety of communications equipment. Has thorough knowledge of the ethical guidelines applicable to the position as outlined by professional organizations and/or Federal, State, and local laws, rules, and regulations. Has considerable knowledge of the geographical layout of all agencies served. Has considerable knowledge of the locations and capabilities of available fire, rescue, and emergency medical units. Has considerable knowledge of the principles of supervision, organization, and administration. Is able to deal effectively with fire and rescue department personnel, public officials, law enforcement agencies, and the general public. Is able to maintain moderately complex records and to prepare and submit reports. Is able to effectively express ideas orally and in writing. Is able to exercise tact, courtesy and firmness in frequent contact with representatives of governmental agencies, civic groups, and the general public. Is able to establish and maintain effective working relationships as necessitated by work assignments.

Quality of Work:
Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interaction with internal and external entities with whom the position interacts.

Quantity of Work:
Performs described Essential Functions and related assignments efficiently and effectively in order to produce quantity of work which consistently meets established standards and expectations.

Dependability:
Assumes responsibility for completing assigned work. Completes assigned work within deadlines in accordance with directives, policy, standards and prescribed procedures. Maintains accountability for assigned responsibilities in the technical, human and conceptual areas.

Attendance:
Attends and remains at work regularly and adheres to policies and procedures regarding absenteeism and tardiness. Provides adequate notice to higher management with respect to vacation time and leave requests.

Initiative and Enthusiasm:
Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be accomplished, and initiates proper and acceptable action for the completion of work with a minimum of supervision and instruction.

Judgment:
Exercises analytical judgment in areas of responsibility. Identifies issues or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to issues or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice where appropriate and researches issues, situations and alternatives before exercising judgment.

Cooperation:
Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences, are justified, i.e., poor communications, variance with established policies or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation intra- and inter-departmentally.

Relationships with Others:
Shares knowledge with managers, supervisors and co-workers for mutual benefit. Contributes to maintaining high morale among all employees. Develops and maintains cooperative and courteous relationships inter- and intra-departmentally, and with external entities with whom the position interacts. Tactfully and effectively handles requests, suggestions and complaints in order to established and maintain good will. Emphasizes the importance of maintaining a positive image.

Coordination of Work:
Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of work elements and establishes a personal schedule accordingly. Attends required meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules.

Human Relations:
Strives to develop and maintain excellent rapport with personnel under charge. Listens to and considers their suggestions and complaints, and responds appropriately. Establishes a work environment to promote and maintain mutual respect.

Policy Implementation:
Has a clear and comprehensive understanding of policies regarding functions under charge and the function of the organization. Adheres to policies in the discharge of duties and responsibilities, and ensures the same from personnel under charge.

Policy Formulation:
Maintains awareness of changes in operating philosophies and policies, and routinely reviews policies to ensure any changes in philosophy or practice are appropriately incorporated into functions under charge. Recognizes and understands the relationship between operating policies and practices and morale and performance. Strives to ensure that established policies enhance same.

Safety and Housekeeping:
Adheres to all established safety and housekeeping standards. Ensures such standards are not violated.

Organizing:
Organizes work and is aware of what results are expected of them and that they are regularly and appropriately informed of all department and division matters affecting them and/or of concern to them. Knowledge, Skills and Abilities

Minimum Education and Training – High School diploma or GED and five years of responsible experience in public safety telecommunications or the public safety profession or any equivalent combination of training and experience. Supervisory experience, preferred. Must possess a valid state issued driver’s license. Physical Requirements

Must be physically able to operate a variety of office machines including computers, adding machine, copier, etc. Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects. Requires the ability to compare and/or judge the readily observable functional, structural or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things. Requires the ability of speaking and/or signaling people to convey or exchange information. Includes receiving assignments and/or direction from supervisor. Requires ability to read a variety of policy and procedure manuals, technical manuals, equipment manuals, etc. Requires the ability to prepare routine reports, records, logs, etc. with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control and confidence. Requires the ability to apply principles of rational systems to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; to interpret a variety of instructions furnished in oral, written, diagrammatic or schedule form. Requires the ability to learn and understand relatively complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation. Must have the ability to comprehend and interpret received information. Requires the ability to record and deliver information, to explain procedures, to follow verbal and written instructions; to teach employees. Must be able to communicate effectively and efficiently in a variety of technical and/or professional languages including fire science, hydraulics, electrical, mechanical, engineering I construction, emergency medical, etc. Requires the ability to inspect items for proper length, width and shape, and visually read various information. Requires the ability to coordinate hands and eyes using office and specialized machinery. Requires the ability to handle a variety of items, keyboards, office equipment, control knobs, buttons, switches, catches, tools, medical tools, etc. Must have significant levels of eye/hand/foot coordination. Requires the ability to differentiate colors and shades of color; requires the visual acuity to determine depth perception, night vision, peripheral vision, inspection for small parts; preparing and analyzing written or computer data, etc. Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency, unusual or dangerous situations. The worker may be subject to danger or risk to a significant degree, or to tension as a regular, consistent part of the job.

Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency, unusual or dangerous situations. The worker may be subject to danger or risk to a significant degree, or to tension as a regular, consistent part of the job. Disclaimer

DISCLAIMER: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.