DISTINGUISHING FEATURES OF THE CLASS: This class has responsibility for supervising an Emergency Service Communication Center. The incumbent trains and supervises Emergency Services Dispatchers, evaluates performance, implements program policy and performs related administrative tasks. The work is performed with the constant pressure of providing emergency assistance without error that could be life threatening to the public. The incumbent performs dispatching duties as necessary. Work is performed under general direction with leeway for the exercise of independent judgment within established policy. Does related work as required.
TYPICAL WORK ACTIVITES:
Ensures that the daily operation of the Genesee County Emergency Communications Center complies with all Federal, State and Local Laws, Federal Communications Commission Rules and Regulations, New York State E911 Board Adopted Standards, Genesee County General Orders, Policy, and Procedures, and that the Center is maintained in a safe, secure and healthy operating environment for dispatchers.
Supervises a working shift of assigned subordinate Emergency Services Dispatchers, directing and scheduling their work assignments, coordinate and dispatch complex incidents, handle surges in call volume, and cover for meal and bathroom breaks.
Ensure Emergency Medical Dispatch Protocols are adhered to via direct call observation, compliance feedback sessions, and refresher training.
Identify and make recommendations to the Director of Emergency Communications for in-service training and oversees on-the-job-training for assigned personnel.
Is responsible for the daily upkeep of Emergency Communications Center equipment and materials.
Inform Systems Specialist and Director of Emergency Communications of public safety software problems or concerns; make recommendations for software improvements.
Inform Communications Coordinator and Director of Emergency Communications of public safety radio problems or concerns; make recommendations for radio network improvements.
Manage emergency call-ins for: unplanned leave and surges in call volume; assist the Director of Emergency Communications for routine scheduling.
Prepares files for court or investigations including making copies of recorded calls from administrative, seven-digit emergency, and 911 telephone lines.
Coordinate, build, initiate, and monitor Community Alert notifications; forward notification documentation to Director.
FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS: Thorough knowledge of the practices and procedures of the operation of Emergency Service Radio, telephone and related communication center equipment; Thorough knowledge of emergency service terminology; Thorough knowledge of the geography of the county; Thorough knowledge of the various emergency services mutual aid plans in force in the county; Good knowledge of the principles and practices of supervision; Ability to plan and supervise the work of others;
Ability to train new employees in the correct procedures and conduct in the communications center; Ability to control telephone communications with distraught, confused callers, through calm, carefully directed interrogation to obtain all necessary information regarding services; Ability to speak in a clear voice with good diction;
Ability to exercise good judgment, tact and courtesy in difficult, stressful situations;
Ability to prepare and maintain records and reports; Ability to follow oral and written instructions; Physical condition commensurate with the demands of the position.
MINIMUM QUALIFICATIONS:
PROMOTIONAL:
Three years of full-time, permanent, competitive status as an Emergency Services Dispatcher in the Genesee County Sheriff’s Department.
SPECIAL REQUIREMENT FOR APPOINTMENT AND CONTINUED EMPLOYMENT: Possession of an appropriate valid NYS Driver’s License.
Competitive Class
Adopted 8/15/07
Revised 10/28/13