Under direct supervision the Communications Supervisor will relay information from emergency callers to the proper resources (police, fire, and emergency medical responders). Communications Supervisor answers business, emergency, enhanced 9-1-1 and cellular 9-1-1 telephone lines along with Smart 9-1-1 and text 9-1-1. They are responsible for monitoring and dispatching 34 police, fire, EMS agencies within St. Clair County. Communications Supervisor will collect, store, retrieve and disseminate information vital to emergency service operations. The Communications Supervisor will assist management with supervision, training, scheduling and evaluating dispatch personnel.

·         Acts as first line supervision over assigned shift.

·         Provides supervision, training, quality assurance to CDA Staff

·         Responsible for adherence to retention and release laws regarding dispatch records and tapes

·         Determines work assignments and evaluates performance of personnel.

·         Assists with recruitment of all Dispatch personnel.

·         May be assigned as training coordinator for CDA.

·         Diligently follows up on complaints involving personnel and reports results to Director and Deputy Director.

·         Ensures that security of center, training, and other pertaining functions are in compliance.

·         May be asked to act as a liaison with other agencies using the services of the CDA.

·         Serves on committees as assigned.

·         Will work with management to appropriately manage staff performance and implement appropriate action plans; positive or negative.

·         Willingness and ability to call in contractors or vendors in the absence of a Deputy Director and Director in an emergency equipment failure.

·         May be asked to take on-call duty when the Deputy Director or Director is absent.

·         Assist in maintenance of MSAG.

·         Receive all incoming calls from the public requesting police, fire, and/or emergency medical assistance.

·         Disseminates emergency information to First Responders in a calm, collective manner.

·         Gather, classify and supplement pertinent information obtained from the caller and enter it into the computer aided dispatch (CAD) system.

·         Determine which response agency is responsible for responding to the call for assistance and dispatches the appropriate units(s).

·         Gives emergency medical instructions, as outlined in protocol, while forwarding information to dispatcher for appropriate services.

·         Must be able to process incoming calls and accurately type simultaneously on the computer to relay all pertinent information to dispatch.

·         Provide emergency assistance to callers until responding emergency units arrive and assume control of the situation.

·         Operate a CAD console equipped with multiple computer terminals, including mapping and aerial photography.

·         Monitor and control a large number of public safety resources throughout St. Clair County.

·         Query and enter information (e.g. stolen articles, wanted persons, missing persons, criminal history checks, etc.) through Michigan’s Law Enforcement Information Network (LEIN) and National Crime Information Center (NCIC) data files.

·         Mitigate multiple situations simultaneously.

·         Conserve the knowledge of location and availability of all field units.

·         Monitors the emergency radio frequencies of public agencies including a civil defense.

·         Transmits information to police vehicles concerning wanted persons, stolen vehicles, hazardous street conditions and other important information.

·         Controls operation of roadblock and major emergency plans and maintains files.

·         Maintains control of all calls received and transmissions made on radio and telephones.

·         Maintains street locations, emergency phone numbers, patrol schedules and other pertinent records.

·         Instructs new personnel on the use of communication equipment

·         Train new Dispatchers and assist Dispatch Supervisors in evaluating the progress and/or performance of employees.

·         Other duties as assigned.

Work is performed under the general direction of the Director and Deputy Director.

Acts as first line supervisor to Staff; provides guidance, training and evaluation but does not have the ability to hire, discipline or terminate personnel.

·         Graduation from an accredited high school (GED acceptable) required.

·         Minimum of three (3) years emergency services dispatching experience required; performing increasingly responsible duties which may include the training of dispatch personnel.

·         Any equivalent combination of education and experience that provides the required knowledge, skills and abilities and is determined acceptable to the Director.

·         Thorough knowledge of the laws, ordinances, and other regulations pertaining to the provision of emergency services and 911 public safety dispatching and related tasks.

·         Knowledge of mobile radio communication technology and computer-aided dispatch systems.

·         Ability to interpret call data from computerized dispatch system.

·         Ability to be flexible and demonstrate patience and respect in difficult situations.

·         Ability to effectively communicate and interact with diverse populations in both oral and written form.

·         Ability to demonstrate humility and diligence in day to day operations

·         Ability to learn and retain local geography, water ways, and landmarks

·         Ability to communicate effectively and efficiently with management, co-workers and clients; obtain and communicate accurate information; apply common sense understanding to complex instructions and respond accordingly;  communicate complex ideas through graphs, charts, presentations, reports or other professional correspondence.    

·         Writing, reading, mathematical principles; proficient computer skills-Microsoft Office Suite, Outlook; exercise sound judgment and decision making in accordance with policies and procedures; ability to research and problem solve independently; knowledge of County operations and functions; ability to prioritize and time manage; handle stressful situations, provide effective and friendly customer service; support the County's mission and values; ability to think critically where necessary.

·         Ability to demonstrate predictable, reliable, and timely attendance.               

·         Ability to read, write & communicate in English; follow written and verbal instruction and understand basic mathematics and figure checking.                

·         Ability to interpret and apply procedures, rules, technical information, instructions, manuals to complete tasks accurately and on schedule.                                     

·         Ability to learn from directions, observations, and mistakes; and apply procedures using good judgement.                                                                      

·         Ability to use discretion and maintain sensitive and confidential information.   

·         Ability to work independently or part of a team; ability to interact appropriately with others such as County officials, employees, vendors and the general public.

·         Ability to work under supervision, receiving instructions/feedback, coaching/counseling and/or action/discipline.                                            

·         Adaptability to change in the work environment, managing competing demands and ability to deal with frequent changes, delays or unexpected events.

·         Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

·         Proficient skills using Microsoft Office programs including, but not limited to: Word, Excel, Access, and Outlook as required.  Proficiency may be tested.     

• Prior to starting employment, the candidate must complete a satisfactory background check.  The background check is understood to encompass all forms of pre-employment screening, including but not limited to: drug screen, physical, criminal background, driving record, sex offender registry, education, training and licensing verification, employment history, credit check, and professional and personal references.

·         Prior to employment must successfully pass an extensive criminal background check including, but not limited to, a comprehensive physical evaluation, psychiatric evaluation and hearing test with regard to the listed job functions.

• Must possess a valid State of Michigan operator license and maintain this license throughout employment in this position.

·         Must be 18 years of age or older.

·         Must successfully complete CTO training within 6-9 months of date of hire.

·         Must be willing to work rotating shifts, nights, weekends and holidays.

·         Must meet all LEIN and NCIC security requirements as a terminal operator.

·         Must successfully pass Emergency Medical Dispatch certification class.

·         Current CPR and First Aid Certification.

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 with or without accommodations.  Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to:

·         Department operates on a 24 X 7; 365 day schedule

·         Work 12 hour shifts; Must be willing to work overtime, evenings and weekends

·         Prolonged exposure to high stress situations.

·         Office environment—shared work areas.

·         Close proximity to other workers.

·         Sudden changes in activity levels (from one extreme to another).

·         Prolonged exposure to intense activity.

·         Seriousness of work ranges from mundane to life threatening.

·         Lunch and breaks periods cannot be scheduled.

·         No smoking facility.

·         Eyesight corrected to 20/20 and ability to distinguish colors.

·         Hearing in both ears not less than 40db.

·         Ability to listen and speak by telephone and two-way radio.

·         Finger and wrist dexterity suitable for typing, keying data into computers, filing reports and handwriting.

·         Ability to sit and stand for prolonged periods of time.

·         Speak to others to convey information effectively.

·         Hear and understand information presented through spoken words and sentences.

·         Specific vision requirement includes close vision, distance vision, color and depth perception.

·         Use hands to operate a computer, handle materials and operate equipment.

·         Push or pull carts, reach with hands and arms forward, above and below shoulder level.

·         Lift, move or carry objects, equipment and supplies weighing up to 25 pounds.

·         Sit, bend, stoop, crouch, crawl and kneel in an ergonomically correct manner.

·         Stand and walk, climb stairs.

·         The noise level in the work environment is moderate with many interruptions

It is the policy of St. Clair County not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, disability that does not prevent performing essential job functions or because he or she is a protected veteran.