| Purpose: |
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Under general direction, supervise the daily activities, operations, and personnel in support of the Emergency Communications Center. |
| Duties, Functions and Responsibilities: |
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Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- Develops and implements short and long range plans, programs, and personnel that provide administrative, managerial support, fiscal management, program planning, and evaluation.
- Determines goals, objectives, and resource requirements for activities within assigned division.
- Develops, revises, and implements standard operating practice, policy, and procedure governing the division. Ensures division is in compliance with all city practice, policy, and procedure.
- Develops and maintains departmental quality assurance program to monitor and enhance customer service and employee retention.
- Assists in the budget preparation, presentation, monitor expenditures, and ensure division operates within appropriated budget.
- Assists in the coordination of all business related affairs with other COA public safety (Fire, EMS), and County and State agencies operating within the combined communications center.
- Develops proficiency training and testing programs. Monitors and provides training of subordinates.
- Coordinates the maintenance and servicing of a large variety of communications equipment.
- Writes, drafts, complete reports, and/or documents tracking shift and operational activities.
- Stays abreast of current emergency communications technology, techniques and information through seminars, conferences, classes, publications, etc.
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| Responsibilities - Supervisor and/or Leadership Exercised: |
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- Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.
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| Knowledge, Skills, and Abilities: |
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Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
- Knowledge of supervisory and managerial techniques and principles.
- Knowledge of emergency communications equipment and its operations.
- Knowledge of the operations of an emergency telecommunications center.
- Knowledge of fiscal planning and budget preparation.
- Knowledge of applicable processes, techniques, and methods.
- Knowledge of Federal, State, Local laws, and ordinances.
- Knowledge of city practice, policy, and procedure.
- Skill in handling conflict and uncertain situations.
- Skill in collecting, analyzing, and interpreting applicable data.
- Skill in oral and written communication.
- Skill in handling multiple tasks and prioritizing.
- Skill in using computers and related software applications.
- Skill in data analysis and problem solving.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to quickly recognize and analyze irregular events.
- Ability to train others.
- Ability to establish and maintain excellent communication and working relationships with personnel, city, county, and state emergency communication personnel, and the public.
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| Minimum Qualifications: |
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- Graduation with a Bachelor’s degree from an accredited college or university with major coursework in Criminal Justice, Business, Public Administration, or in a field related to the job, plus four (4) years of experience in the Emergency Communications or Call Center industry, two (2) years of which were in a supervisory capacity.
- Experience may substitute for education up to a maximum of four (4) years.
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| Licenses and Certifications Required: |
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- Must be able to obtain TCOLE Basic Telecommunicator Certification within one (1) year of employment, and TCIC/NCIC certification within six (6) months of employment.
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