Emergency Services Dispatcher Supervisor

BASIC FUNCTION:

Supervise and coordinate Emergency Services Dispatchers and other staff engaged in emergency services dispatching/communication activities; coordinate 24-hour coverage for radio operations; perform emergency services dispatching duties for Kent State University and other safety forces; perform records duties for Kent State University. Reports to the Police Support Services Manager or other designated supervisor.

EXAMPLES OF DUTIES/ESSENTIAL FUNCTIONS:

Supervise and coordinate the activities of Emergency Services Dispatchers and other classified, temporary, and/or student employees engaged in emergency services dispatching/communication activities; has authority and responsibility to exercise independent judgment to:

• Plan and direct the work activities of employees; assign and monitor work duties and responsibilities; establish and modify work methods, schedules, and priorities.
• Communicate and enforce policies and procedures; resolve problems; address employee concerns and complaints and adjust grievances.
• Approve, monitor, and maintain records of employees’ work hours, overtime/compensatory time, sick leave, vacation, and related information; authorize time worked and the approval/disapproval of leave requests.
• Conduct performance evaluations of staff and ensure appropriate training of staff; identify training needs; develop and implement training activities.

Administer proficiency tests to staff and maintain documentation for compliance with communication certification requirements.

Review computer entries for accuracy; correct, complete and validate all dispatching records.

Write manuals and instructions relating to communications procedures (e.g. E-mail, use of radio equipment, etc.).

Enter and update records in the CAD and records system.

Perform clerical functions (e.g. compile information and create reports for records, write memos and correspondence, etc.).

Receive and transmit emergency and non-emergency messages for Kent State University and other safety forces by radio, telephone, or computer; conduct criminal and driving record checks, and dispatch police, fire, and/or EMS units.

Maintain various logs (radio activity, police telephone calls, sick call-in, fire prevention, etc.).

Prepare reports and correspondence concerning communications standards and practices.

Perform duties of Deputy Clerk of Court (e.g. accept money from bonds posted, waivers, and sworn statements).

Perform related duties as assigned.

MINIMUM QUALIFICATIONS:

High School diploma or GED equivalent, with a minimum of two (2) years’ experience as a police dispatcher. Must be able to successfully complete a series of certifications / training programs. 

Must be able to pass an extensive criminal background check including fingerprint submission to the Ohio Bureau of Criminal Investigation and Identification and the Federal Bureau of Investigation. 

In addition, successful completion of extensive applicant selection process which may include: written assessment of basic skills, scenario based assessment of specific Knowledge, Skills and Abilities (KSAs), psychological assessment, pre-employment physical exam, hearing screening, and controlled substance screening.

Must be able to work varied hours and shifts to include evenings, weekends, holidays, and rotating shifts.

Must successfully complete a six-month probationary period.

License/Certification:

Valid driver’s license with safe driving record; granted responsibility to carry campus master PED access (key cards and cut keys). Must be eligible for and maintain LEADS certification within 6 months of hire. Must be eligible for and maintain certification as an APCO Public Safety Telecommunicator I and APCO Emergency Medical Dispatcher within 1 year of hire.

Knowledge Of:

Personal computer applications (i.e. MS Office Suite) and other applicable software *
Emergency equipment, security, communications and protection systems *
Office practices / procedures including records processing and maintenance and alphanumeric filing *

Skill In:

Written and interpersonal communication to effectively, efficiently, and professionally interact with University personnel and public in person and over the telephone, radio and computer-aided dispatch*
Multi-tasking in a controlled, effective manner while working under stress *
Operation of two-way radio and telephone console *
Written communication (e.g. to compose manuals, instructions, reports, and correspondence; to relay emergency messages accurately and clearly) *

Ability To:

Supervise, interview, evaluate, discipline, and train employees *
Plan and direct work activities, to manage time effectively, and set priorities *
Carry out or assist in implementing changes *
Experience operating the New World Systems Computer Aided Dispatch and Records System *
Interpret, analyze and elicit information, determine appropriate action(s) and give verbal and written instructions *
Speak clearly and concisely over the radio and telephone *
Simultaneously attend and respond to competing auditory messages *
Recognize threatening and unusual conditions and take appropriate actions *
Sustain operational procedures during times of extreme emotional stress *
Exercise discretion in distributing and receiving information of a confidential and sensitive nature *
Make sound decisions using all available information *
Prioritize and classify information according to established methods *
Perform basic mathematics (e.g. add, subtract, multiply, and divide whole numbers, fractions, and decimals, and to calculate percentages) *
Read, interpret and communicate map and related directions *
Develop and maintain cooperative working relationships with co-workers and the public *

Assessments:

Working Conditions/Physical Requirements:

Value Statement