108-002 - COMM CNTR SHIFT SUPER
|Class Title: Communications Center Shift Supervisor|
Grade Number: 9N; $22.6356-$30.0503 per hour
Employee is responsible for monitoring the day-to-day functions of an assigned shift in the Communications Center and is responsible for adherence to policy and procedure during their tour of duty. Employee is responsible for shift coverage and addressing equipment failures or problems encountered during the tour of duty. The Shift Supervisor must possess good judgment and respond calmly, effectively, and professionally in emergency situations.
Works under the supervision of the Superintendent of Communications.
Exercises supervision over Communications Center Dispatchers and other subordinate Bureau personnel, as required
ESSENTIAL DUTIES AND RESPONSIBILITIES
a) Must be able to perform all duties set forth in Communications Center Dispatcher job description
b) Plans, directs and supervises all aspects of an assigned shift of Communications Center Dispatchers in the performance of their duties
c) Coordinates with other public safety commanders for effective operation of emergency events/incidents
d) Trains new Bureau personnel as required
e) Documents and sends daily shift reports as well as incident reports of major occurrences during the assigned shift
f) Remediates, documents, and forwards equipment failures to the Technical Services Coordinator
g) Calls out on-call City personnel as requested, during after-hours emergency situations
h) Performs and documents monthly regional TTY testing
i) Performs and documents monthly Quality Assurance quotas on 9-1-1 emergency calls, per PA Act 78/56/72
j) Assures adequate minimum staffing levels during the shift to cover emergency short term vacancies
k) Operates a wide range of complex computer equipment in performance of duties, including all backup systems available in the event of a major outage in the main Communications Center
l) Provides quality and effective customer service with courtesy and understanding to our customers, citizen and internal departments
m) Performs other duties, including those of other classifications (higher or lower) as assigned and/or as conditions warrant
n) Observes rules and practices on quality of work and personal conduct
o) Ensures Bureau personnel observe rules and practices on quality of work and personal conduct and administers appropriate deficiency reports
p) Maintains all relative certifications, as required
Education and Experience:
a) Graduation from High School or
b) High School General Education Development (GED) Certificate, or
c) Equivalent combination of related education and experience, and
d) Minimum 2 years experience as a certified Communications Center Dispatcher, and
e) Multilingual skills preferred
Required Certifications (To be obtained prior to the end of the training period):
b) Emergency Medical Dispatch (From Medical Priority Dispatch)
c) State Dispatcher (From PEMA)
d) NIMS 100, 200, 700, 800 (From FEMA)
e) CLEAN Terminal Operator (Testing and Background from PA State Police)
Necessary Knowledge, Skills and Abilities:
a) Knowledge of techniques, procedures and methods used in the operation of a public safety communications center
b) Advanced knowledge of computer aided dispatch (CAD), Enhanced 9-1-1 equipment, and the City public surveillance video camera system
c) Advanced knowledge of City geography, buildings and landmarks
d) Knowledge of principles and practices of effective staff supervision and motivation
e) Knowledge of Bureau and City personnel policies, procedures and requirements
f) Must use effective interpersonal communication methods and techniques, including conflict resolution and general mediation techniques
g) Understands and applies supervisory guidelines, policies or procedures in diverse situations
h) Explains and assists personnel to understand dispatch responsibilities, priorities and procedures
TOOLS AND EQUIPMENT USED
a) Requires intensive daily use of personal and networked computers
b) Requires intensive daily use of telephone systems and headsets
c) Proficiently uses Microsoft Office suite
d) Operates all Bureau specific hardware and software applications: CAD, Camera System, Mobile Computers, Records management system and the recording systems
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is constantly required to sit and talk or hear. The employee is required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is moderate to loud.
This position requires shift work including day, middle and/or night shift including weekend and holidays.
Formal application, rating of education and experience; oral interview and reference check; job related tests may be required.
Successful completion of a computerized, job related skills/aptitude test with a minimum overall passing score of 80%. This includes successfully completing the mandatory skills sections contain within the test. In addition, a minimum keyboarding score of 3,070 KPH (keystrokes per hour) must be obtained to be considered a successful candidate.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.