9-1-1 SHIFT MANAGER
Reports to: ASSISTANT DIRECTOR
FLSA Status: EXEMPT
The 9-1-1 Shift Manager serves as the direct supervisor of Telecommunicators assigned to a particular working shift. Personnel management responsibilities include scheduling employees to ensure that proper shift staffing levels are maintained including PSAP location, position assignment and agency distribution. Supervision responsibilities include evaluation of staff work performance; coaching, mentoring and/or implementing corrective action for performance and conduct issues when necessary. Overall responsibilities include oversight of the shift operation for effectiveness, efficiency and conformance to policies and procedures, creating reports on a periodic basis and recommending changes if needed. The 9-1-1 Manager shall be capable of performing Telecommunicator duties, including maintaining certifications where required, periodically working a dispatch position to maintain skills and supplement operational needs as required. The 9-1-1 Manager is expected to respond to exceptional situations which may arise during assigned shift operation regardless of current working status or presence at a PSAP.
The 9-1-1 Shift Manager is expected to possess the operating skillset and knowledge of the Telecommunicator including the additional roles and responsibilities attributable to the Lead Telecommunicator and Communications Training Officer assignment designations. The position is distinguished from the Telecommunicator by the management and supervisory work performed and a superior skill and working knowledge of the telecommunication process including the particular technology and software used by TC3. In addition, the 9-1-1 Manager possesses knowledge and skill in personnel management, training and team based performance.
9-1-1 Managers work under general supervision of the Assistant Director, plan and carry out the work independently and are expected to resolve problems in accordance with instructions, policies, procedures and applicable laws and regulations.
EXAMPLES OF DUTIES AND TASKS
The following statements are illustrative of the essential functions of the job and do not include other nonessential or peripheral duties that may be required. The organization retains the right to modify or change the duties or essential functions of the job at any time.
- Supervises assigned communications personnel; plans work assignments to ensure that the Organization’s service expectations are achieved for the designated work shift; authorizes overtime and early call-ins if required; reviews and approves Telecommunicator timesheets.
- Responsible for simultaneous operation of 2 PSAP locations during shift period.
- On call during assigned shift period when not at work locations.
- Evaluate shift operations through personal observation of Telecommunicators, feedback from Client Agency personnel, review of activity statistics and recommends improvements or changes to work practices or staffing levels as appropriate.
- Work proactively with staff to resolve performance or personnel issues.
- Recommend staff for commendation when exceptional performance is given.
- Conduct employee evaluations and investigates complaints, performance or behavioral problems creating reports and documentation for review by the Assistant Director; implements basic corrective actions including oral counseling, oral and written warnings; identifies need for further corrective action with the Director and/or Assistant Director as appropriate.
- Manage over-the-phone interactions and confrontations with angry, hostile, depressed and/or otherwise emotionally distraught members of the public.
- Coordinates communications resources during major incidents; ensures that proper notifications are made; assists in call handling if necessary and assists Incident Command if in place.
- Observe employee actions and behavior for signs of stress, coping and general emotional well-being; specifically watching for these signs during and after high stress and major incidents.
- Monitor technical equipment for full functionality during assigned shift operation. Make notifications to the Data and Communication Systems Manager and appropriate vendor to initiate emergency repairs when appropriate. Immediately notifies the Assistant Director or Director of technology failures which disrupt the ability of TC3 to provide necessary services.
- Observe and take corrective action regarding PSAP conditions which may be hazardous or cause problems in operation or to employee health and safety.
- Conducts consistent random quality assurance reviews of Police/Fire/EMS calls and dispatches for compliance to policy and/or protocols in coordination with the Training/Quality Assurance Manager.
- Complete forms, reports and correspondence relating to dispatch activities in a timely manner, including investigations, inquiries or preparation of documents for court purposes including CAD reports, ANI/ALI reports, audio recordings and other documents.
- Evaluates staff, recommends advanced training and assigns duties of Lead Telecommunicator and Communications Training Officer when required.
- Monitors and reports on training progress and competence of new Telecommunicator hires.
- Performs tasks and duties of the Telecommunicator (refer to the Telecommunicator Job Description for full list of requirements) if required or to maintain skills.
- Performs other related tasks and duties as required.
- High school diploma or GED equivalent.
- Minimum two (2) years of full-time working experience in a PSAP as a Telecommunicator.
- LEADS (Full Access) certified.
- CPR certified.
- Emergency Medical Dispatch (EMD) certified.
- Minimum of 40 WPM typing proficiency.
- Valid state-issued Driver's License and continuously available operational vehicle.
- Within 1 year of hire:
- College level or professional (APCO, NENA) course credit in public safety communications, supervision, emergency management or closely related topics.
- Techniques, procedures and methods used in the shift-based operation of a Public Safety Answering Point and multi-agency dispatch communications center otherwise attributable to the job description of Telecommunicator .
- Administration of Computer-assisted dispatch (CAD), 2-way radio and enhanced 9-1-1 telephone systems.
- Agency policies and procedures.
- Applicable laws, regulations and requirements.
- Principles and practices of effective staff supervision and motivation.
- Use of Microsoft Office based documentation software.
- Effectively perform the full-range of duties as described above.
- Apply a high level of initiative, discretion, and judgment in accomplishing the work.
- Develop and maintain effective working relationships with assigned staff, the public, subordinates, other supervisors and the senior management, member agency stakeholders, and officials from other jurisdictions, departments or agencies.
- Effective in interpersonal communication methods and techniques, including conflict resolution and general mediation techniques.
- Plan future events, establish goals and set priorities.
- Obtain and analyze facts to reach logical conclusions.
- Accurately dispatch public safety personnel and equipment quickly and efficiently, including all Telecommunicator requirements (refer to Telecommunicator Job Description).
- Perform accurate work under stressful or emotional conditions.
- Work any assigned shift, including days, swing, afternoons or midnights and work any day of the week including weekends and holidays.
- Ability to perform the essential functions of this position with or without reasonable accommodation.
- Work is performed in both an office and an open-space climate controlled environment.
- May be subject to high levels of background noise.
- Extensive use of keyboard entry, hand and foot operated controls; entails regular reaching, stretching, and lifting of standard dispatch supplies and materials, such as maps, binders, and flip cards.
- Sit or stand for extended periods of time
- Maintain concentration during high stress situations
- Stretch, reach, or lift objects or materials that may be up to 10 pounds in weight
Must be able to successfully pass a thorough background investigation, psychological exam, medical exam, and medical/drug screenings.
Persons with mental or physical disabilities are eligible as long as they can perform the essential functions of the job after reasonable accommodation is made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.