Placer County

Dispatch Services Supervisor (#16430)

$37.66-$47.03 Hourly / $6,527.73-$8,151.87 Monthly / $78,332.80-$97,822.40 Yearly


DEFINITION

To plan, organize, direct and supervise public safety dispatch operations within the Sheriff's Department; to administer the County emergency communications system; and to perform a variety of technical tasks relative to assigned area of responsibility.

DISTINGUISHING CHARACTERISTICS

Positions at this level perform full, second-line supervisory responsibilities that include directing the planning, assigning and evaluating work of subordinates as well as responsibility for an organizational section within the Dispatch Unit of the Sheriff's Department.

This class is distinguished from the Dispatch Services Manager in that the latter provides full functional management responsibility for the entire Dispatch function in the Sheriff's Department, whereas this class oversees multiple shifts and/or a particular section or program within the Dispatch Unit.

SUPERVISION RECEIVED AND EXERCISED

Receives general direction from the Dispatch Services Manager or sworn administration personnel.

Exercises general supervision over first-line supervisory personnel.

EXAMPLES OF ESSENTIAL DUTIES

Essential duties may include, but are not limited to, the following:

  • Recommend and implement unit goals and objectives; establish schedules and methods for a central communications dispatch center; draft for approval and implement policies and procedures.
  • Plan, prioritize, assign, supervise and review the work of staff involved in public safety dispatch.
  • Evaluate operations and activities of assigned responsibilities; recommend improvements and modifications; prepare various reports on operations and activities; prepare and maintain radio and phone logs, including incident logs; and preparation and maintenance of other reports and records; prepare Fire Department communication statistics as required.
  • Participate in budget preparation and administration; prepare cost estimates for budget recommendations; submit justifications for staff, materials and supplies as needed; monitor and control expenditures; coordinate and develop agreements for communication services for all contracted Fire Departments.
  • Participate in the selection of staff; supervise assigned Dispatch staff; direct training and staff development in coordination with the Dispatch Services Manager; prepare first line supervisory dispatch performance evaluations and oversee preparation of line staff evaluations; recommend discipline; implement discipline procedures as directed.
  • Make minor repairs to the communications system; analyze system problems and refer significant failures to the proper source of service; consult with vendors regarding communications equipment and techniques; coordinate vendor purchases; assist in systems analysis and make recommendations for efficiency.
  • Administer the 911 public safety answering point (PSAP) and the computer aided dispatch system; conduct billing for 911 system; work closely with the Dispatch Services Manager to ensure system consistency throughout the county; work closely with Department management staff to procure and maintain dispatch equipment and technology.
  • Supervise training activities of assigned work unit or section; train first-line supervisory staff; ensure that new personnel are trained in the systems and procedures related to the communications functions including operation of the dispatch system; troubleshoot problems and respond to questions and inquiries from other Department staff; may be required to provide relief dispatching, as necessary..
  • Assure that subordinate staff understand and comply with all policies and procedures of the Sheriff's Dispatch Unit.
  • Work with Department personnel and the public in the areas of assigned functional responsibilities.
  • Provide technical assistance on special projects for Department and County management personnel.
  • Represent the Placer County Dispatch unit to outside agencies and organizations as directed by higher level management staff; participate in outside community and professional groups and committees; provide technical assistance as necessary. 
  • Research, collect data, and prepare statistical, technical and administrative reports as required; prepare written correspondence; participate in the preparation of procedural manuals for dispatch staff.
  • Answer questions and provide information to the public; investigate complaints and recommend corrective action as necessary.
  • Build and maintain positive working relationships with co-workers, other County employees and the public using principles of good customer service.
  • Provide back-up to Dispatch Services Program Manager as required.
  • Perform related duties as assigned.

MINIMUM QUALIFICATIONS

Experience and Training
Any combination of experience and training that would provide the required knowledge and abilities is qualifying.  A typical way to obtain the required knowledge and abilities would be:

Experience: Four years of increasingly responsible experience in public safety dispatch within a 911 communications center, including one year of lead or supervisory experience.

Training: Equivalent to the completion of the twelfth grade supplemented by college course work in criminal justice or a related field is desired.  Completion of the experience requirement is proof of sufficient education for this class.

License or Certificate:

  • Must have satisfactorily completed the P.O.S.T. certified 120 hour Basic Complaint/Dispatcher course or passed the P.O.S.T. Basic Dispatcher Training Equivalency Examination prior to appointment.
  • Must satisfactorily complete the P.O.S.T. certified Emergency Medical Dispatch course prior to completion of probation.
  • Must have obtained the P.O.S.T. Supervisory Certificate prior to appointment and the P.O.S.T. Management Certificate within twelve months of appointment.
  • Must maintain a valid CPR certificate.
  • Must obtain the CLETS Training Certificate within twelve months of appointment.
  • Must obtain the Records Supervisory Certificate within twelve months of appointment.
  • May need to possess a valid driver's license as required by the position.  Proof of adequate vehicle insurance and medical clearance may also be required.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

  • Principles and practices of public safety dispatch administration, organization, budgeting, and personnel management.
  • Equipment, tools and materials used in an automated public safety communications center.
  • Principles, practices and operating characteristics of manual and computerized call-taking and dispatching systems in local government public safety environments.
  • Principles of supervision, training and performance evaluations.
  • Principles and practices of leadership, motivation, and conflict resolution.
  • Principles and practices of work safety.
  • Pertinent local, State and Federal laws, ordinances and rules.
  • Operations and structure of a criminal justice system.

Ability to:

  • Organize, implement and direct the operations and activities of a public safety communications/dispatch center.
  • Continuously analyze information received from a variety of sources; identify different voices and sounds on the radio and telephone; interpret radio codes correctly and translate information to the public; know various locations and addresses; observe computer screen for messages; receive information from the public and assist in problem solving their particular dilemma; remember and understand Department policies for different types of calls; explain to the public how their concern will be handled.
  • Plan, assign, supervise and evaluate assigned staff.
  • Develop and provide staff training as needed; prepare understandable and concise program documentation for staff training materials.
  • Interpret and explain pertinent County and Department policies and procedures.
  • Assist in the development and monitoring of an assigned program budget.
  • Draft and recommend policies and procedures related to assigned operations.
  • Understand the organization and operation of the County and of outside agencies as necessary to assume assigned responsibilities.
  • Perform complex administrative work.
  • Analyze a situation and determine effective course of action; adjust quickly to changing situations; perform several tasks at once and assign reasonable priorities to incoming calls; monitor multiple frequencies.
  • Maintain an efficient, calm demeanor in handling adverse or emergency situations.
  • Operate all public safety communications equipment and equipment associated with the dispatch function including, 911 (basic and advanced), telephone and radio.
  • Operate computerized keyboards and other related equipment at a speed necessary for successful job performance.
  • Act quickly and calmly in emergency situations and direct other personnel to do the same.
  • Work unusual and prolonged work schedules.
  • Communicate clearly and concisely, both orally and in writing.
  • Work with various cultural and ethnic groups in a tactful and efficient manner.
  • Establish and maintain effective working relationships with those contacted in the course of work.
  • Sit at desk/console for long periods of time on a continuous basis.  Intermittently, twist and reach office equipment; walk to obtain printer materials from printer; write or use keyboard to communicate through written means; verbally give instructions to officers in the field; lift light weight.
  • Quickly and accurately receive and process auditory information in an environment that includes various background noises such as telephones ringing, multiple frequency radio traffic, and general conversations; decipher and differentiate various verbal and non-verbal auditory sounds and cues at variable intensities.

CLASS: 16430; EST: 9/1/1996; REV: 1/1/2011;