Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

DEFINITION

Supervise, assign, review, and participate in the work of staff responsible for providing public safety telecommunications and dispatch services on an assigned shift; ensure work quality and adherence to established policies and procedures; and participate in the daily supervision of regional communication center operations.

JOB CLASSIFICATION

Non-Exempt, Safety Sensitive.

SUPERVISION RECEIVED AND EXERCISED

Receives direction from the Communication Center Manager.

Exercises direct supervision over assigned communications and dispatch staff.

PRIMARY DUTIES--The following are examples of primary duties assigned to positions in this classification. Other related duties and responsibilities may be assigned.

1.  Plan, prioritize, assign, supervise, and review the work of assigned staff; participate in the selection of assigned staff; provide or coordinate staff training and development; work with employees to correct deficiencies; implement discipline procedures.

2.  Establish schedules and methods for providing public safety dispatch services; identify resource needs; review needs with appropriate management staff; allocate resources accordingly.

3.  Recommend and assist in the implementation of goals and objectives for assigned programs and functions; implement policies and procedures; evaluate operations and activities of assigned responsibilities; recommend improvements and modifications.

4.  Participate in the development and implementation of goals, objectives, policies, procedures, and priorities for assigned programs; recommend improvements and modifications.

5.  Operate and maintain communications center equipment including radio systems, computer aided dispatch and emergency 911 telephone equipment; software programs; generate reports from computer aided dispatch and archived tapes.

6.  Respond to citizen inquiries, requests and questions regarding public safety telecommunications services; record and research complaints.

7.  Prepare and conduct periodic testing and quality assurance to ensure that all staff are proficient in areas of assignment.

8.  Participate in the preparation and administration of the assigned budget; submit budget recommendations; monitor expenditures.

9.  Prepare and maintain a variety of records, reports, and logs.

10.  Serve as liaison with various public safety agencies to determine telecommunications and dispatch needs, address concerns of users and maintain a cooperative working relationship.

11.  Perform other duties of a similar nature or level.

QUALIFICATIONS

Knowledge of:

Principles of supervision and training.

Principles of employee coaching and development.

Operations, services and activities of a public safety telecommunications and dispatch center.

Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems.

Techniques of questioning for both emergency and non-emergency calls.

Dispatching techniques with use of radio system for communicating and receiving information.

Customer service principles and problem resolution techniques.

Principles and practices of record keeping and documentation.

Geographic features and locations within the area served.

Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems.

English usage, spelling, grammar, and punctuation.

Modern office technology and equipment, including computers and related software applications.

Applicable Federal, State and local codes, laws and regulations.

Ability to:

Oversee, direct and coordinate the work of assigned staff.

Schedule effective 24/7/365 telecommunications center operations.

Respond to and resolve difficult and sensitive citizen inquiries and complaints.

Effectively communicate and elicit information from upset and irate callers.

Establish priority of emergency situations.

Perform multiple tasks simultaneously.

Establish and maintain accurate records, logs, and files.

Work under pressure, exercise good judgment and make sound decisions in emergency situations.

Interpret and apply Federal, State and local policies, laws and regulations.

Operate and use modern office equipment including computer and various software applications.

Communicate clearly and concisely, both orally and in writing.

Establish and maintain effective working relationships with those contacted in the course of work.

Maintain confidentiality of personnel issues and citizen complaints/concerns.

Speak, read, comprehend, and write the English language fluently.

Experience and Training Guidelines

Minimum Requirements:

 Experience:

 Two (2) years of public safety telecommunications and dispatch experience.

 Training:

 High School Diploma or G.E.D.; supplemented by specialized training in public safety communications or a related field.

Other combinations of experience and education that meet the minimum requirements may be substituted.

License or Certificate

Ability to obtain International Academy of Emergency Dispatch, Emergency Medical Dispatch certification.

Possession of Colorado Crime Information Center (CCIC) and National Crime Information Center (NCIC) Computer Operator certification.

Possession of, or ability to obtain, the City of Grand Junction Leadership Track certification within two (2) years of appointment.

WORKING CONDITIONS

Environmental Conditions:

The job is performed in the following working environment:

Office environment; exposure to computer screens.

Physical Conditions:

The job is characterized by:

The following physical activities are very or extremely important in accomplishing the job’s purpose and/or performed on a daily basis:

While performing the duties of this job, the employee is required to sit for prolonged periods. The employee is regularly required to see, hear, talk, stand, twist and use repetitive motions in the conduct of work. The employee is also required to perform light lifting. The employee is required to stay calm during stressful situations.