City and County of San Francisco

Under direction, the Public Safety Communications Coordinator maintains responsibility for the proper and efficient operation of the Emergency Communications Department Operations Division during an assigned shift.  Essential functions of the position include: supervising first-line Supervisors who oversee the Dispatch staff who receive and evaluate telephone calls and dispatch Police, Fire and EMS field units to respond to emergency (911) and non-emergency calls for service over a two-way radio and the CAD system; planning, assigning, coordinating, managing, directing and evaluating the work and performance of subordinates; preparing and conducting performance evaluations; assessing subordinates training needs in job-related knowledge and performance; designing and implementing training and other programs to meet the organizational goals and objectives; training, coaching and counseling subordinates and other staff in work-related functions; making notifications; conducting internal investigations, documenting findings, and recommending corrective or disciplinary actions; preparing, presenting and maintaining departmental reports and records; performing administrative functions;  promoting a safe and healthy work environment; maintaining working knowledge and understanding of public safety policies, procedures and protocols for the Emergency Communications Department, Police, Fire and Emergency Medical Services; upholding confidentiality of information received; maintaining constant communication with a variety of staff; representing the Emergency Communications Department at meetings and conducting presentations; assisting with the preparation and planning of the Operations Division’s budget; working on special projects as needed; overseeing  the Operations Division when necessary, and performing additional duties as required.

Class 8240 Public Safety Communications Coordinator ensures proper and efficient operation of the Division of Emergency Communications and oversees and coordinates the response of multiple emergency services.  This class is distinguished from class 8239 Public Safety Communications Supervisor in that the latter serves as a first line Supervisor over a group of 8238 Public Safety Communications Dispatchers and oversees the daily functions of the work of the unit.

The incumbent supervises the first-line 8239 Public Safety Communications Supervisors who oversee a group of 8238 Public Safety Communications Dispatchers.

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1. Maintains responsibility for optimal level of functionality as well as proper and efficient operation of the Communication Center during an assigned shift; validates and acknowledges appropriate actions of Supervisors and Dispatchers, taking appropriate steps to correct malfunctioning equipment and/or to address inappropriate actions of subordinate staff; develops training and action plans and protocols to correct the actions.
2. Oversees the communication and operation of both 911 emergency and the non-emergency telephone calls and two-way radio as well as personnel and equipment to ensure that emergency communication policies, procedures and operating standards are applied when communicating with the public or public safety personnel via phone, two-way radio, computer aided dispatch system, or other communication devices to support the goals and objectives of the department.
3. Oversees the coordinated response of multiple emergency services and takes appropriate course of action upon receipt of reports and request from the public, public safety agencies, Police, Fire and Medical emergencies, and makes appropriate notifications.
4. Oversees the planning, assignment, creation, and coordination of the work schedules for Supervisors and their subordinates working in the communication center; maintains an ongoing level of knowledge of staff resources, approved leaves of absences, employees out sick and limit on overtime expenditures, ensuring constant appropriate staffing coverage in Police, Fire and Medical radio communication and call taking/evaluating areas of responsibility.
5. Supervises a group of Supervisors and Dispatchers engaged in public safety communication and dispatch services; maintains constant communication with superiors, peers, subordinates, other public safety and administrative staff, etc.
6. Maintains a functional level of knowledge, ability and understanding of public safety policies and procedures for the Emergency Communications Department and multiple public safety agencies such as Police, Fire and Emergency Medical Services; maintains working knowledge and ability to operate call evaluating equipment, two-way radio, computer assisted dispatch terminal, and other communication devices as well as may be required to operate the equipment. Maintains awareness and memory recall of locations and circumstances that pose hazards to public safety field units and the public; recognizes and demonstrates an understanding of when it is appropriate to pass on and share pertinent information and when to maintain confidentiality of information. Develops action plans for day-to-day operations and emergency situations.
7. Assesses subordinates’ level of knowledge of departmental policies, procedures, and the ability to apply them to achieve effective functionality of the Operations Division and to fulfill the Department’s mission, goals and objectives. Assesses subordinates’ level of performance and documents quality of their work, and measures performance against the standards of the operations division. Ensures performance standards are met and performance evaluations are completed in accordance with appropriate timelines and guidelines. Assists in maintaining performance standards and evaluating the effectiveness of subordinates. Prepares performance evaluations, daily observation reports, continuing education reports, and quality management complaints.
8. Trains subordinates and other staff in work related functions; oversees the training of new Dispatchers in all aspects of the call evaluating and dispatch functions; monitors and reinforces compliance of the Emergency Communications Department policies, procedures and operating standards when communicating with public safety field units via radio and/or the computer assisted dispatch system, and the public via call evaluating equipment; actively coaches employees, providing constructive feedback, both positive and corrective, to maximize performance; fosters a positive work environment that is conducive to good performance.
9. Conducts or directs investigations of alleged malfeasance, misfeasance or non-compliance related to staff, equipment and fiduciary concerns with regards to established policies and procedures by the Operations Division staff. Documents findings and recommends appropriate disciplinary action; reviews existing records with the purpose of responding to inquiries and complaints; performs governmental system database record inquiries, interprets and provides criminal history data as appropriate; prepares and maintains reports and operational summaries as required. Keeps track of pay and attendance records.
10. Represents the Emergency Communications Department at public meetings and the news media; disseminates information relating to the Emergency Communications Department; informs citizens on how to resolve complaints and interprets department policies. Coordinates departmental activities with public safety agencies and other client agencies; acts as liaison with other agencies on work related activities and conducts presentations.
11. Attends meetings as directed; may be required to attend training, which may require travel.
12. Assists with the preparation and planning of the Operations Division’s budget. Works on special projects as assigned.
13. Reports, responds and mobilizes as necessary. May drive a vehicle in the event of mobilization and evacuation to transport personnel and equipment to the backup site.
14. Oversees the Operations Division when necessary.

Knowledge of: procedures used in the operation of a public safety communications center; technical equipment and operational procedures; public safety orders and protocols, organizational structure, functions of the units and divisions of Police, EMS and/or Fire Department; public safety policies, procedures and operations; major streets, areas, buildings and public facilities within the City and County of San Francisco.

Ability to: work under pressure in an environment with a significant consequence of error; type at a rate of 40 wpm (net) on a computer keyboard utilizing windows environment and operate a computer assisted dispatch terminal; perform several tasks simultaneously; recall and retrieve facts, details, and information; interpret policies; define goals and objectives; foster cooperation, teamwork and motivation; effectively plan for contingencies; analyze and prioritize situations accurately and adopt an effective and appropriate course of action; maintain self-control, flexibility, and remain calm and focused in emergency or confrontational situations; effectively supervise; lead, plan, prioritize, set goals, assign, delegate, direct, manage, and evaluate the work and performance of subordinates working in highly stressful, emergent and confrontational situations; motivate and train subordinates; perceive, evaluate, understand, and react sensitively and appropriately to the feelings and needs of others; interact tactfully, professionally and courteously with subordinates, peers, superiors, other staff, and the general public; exercise discretion, diplomacy and judgment when dealing with sensitive, critical and difficult situations; maintain an open and approachable manner; work cooperatively, harmoniously and effectively with others; effectively communicate in writing and verbally.

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education:
High school diploma or equivalent (GED or High School Proficiency Examination).

Experience:
Six (6) years of public safety dispatch experience using computer aided dispatch systems in a primary Public Safety Answering Point (PSAP) or 911 Center in a large metropolitan area, which must have included three (3) years of supervisory experience equivalent to class 8239 Public Safety Communications Supervisor with the City and County of San Francisco.  Experience must be within the last ten (10) years, and include a minimum of five (5) years in the field of law enforcement dispatch and one (1) year in fire and/or EMS dispatch.

1. Possession and maintenance of a valid California Class C driver’s license; AND
2. Possession of a valid POST (Peace Officers Standards and Training) Basic Dispatch Certificate

Possession of or ability to obtain within six (6) months after successful completion of the Department of Emergency Management training program:
1. Cardiopulmonary Resuscitation (CPR) Certificate;
2. Emergency Medical Dispatcher (EMD) certificate issued by the National Academy of Emergency Medical Dispatch;
3. Emergency Fire Dispatcher (EFD) certificate issued by the National Academy of Emergency Fire Dispatch.

SUPPLEMENTAL INFORMATION
WORKING CONDITIONS: Coordinators routinely work in a fast-paced environment under pressure caused by the circumstance, nature and number of emergency and non-emergency calls received and processed, and must be able to multi-task and prioritize. Coordinators are required to work days, evenings, night shifts, weekends, holidays and overtime as needed. May be required to work shifts of 8, 10, or more hours, and must be willing and able to respond, report and mobilize as necessary. Must maintain all required certifications.

PROMOTIVE LINES
From: 8239 Public Safety Communications Supervisor

ORIGINATION DATE:  10/7/91
AMENDED DATE:   6/15/2001; 9/16/05, 03/20/2012

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.