Job Information
Superior Ambulance Service 911 Dispatch Supervisor in Franklin Park, Illinois
Overview
NORCOMM 9-1-1 Dispatch, a consolidated, civilian staffed 9-1-1 communications center within the State of Illinois is currently seeking applicants that have the desire to work in an exciting, challenging and rewarding career field.
Summary:
Reporting to the Operations Management Staff (Operations Manager(s), Deputy Director, and Executive Director) responds to requests for emergency and non-emergency police, fire and medical services. Incumbents must develop a rapid and accurate sense of call interpretation and decision-making/problem solving skills during stressful situations, processing multiple calls simultaneously, establishing the priority status of the call and initiate a sequence of time sensitive actions. Work is performed using state of the art technology and within strict operational guidelines. All voice and data entry work is continually recorded and is subject to live monitoring for later review and critique and may include public disclosure of such work.
Essential Functions:
To supervise personnel in the communications center, monitor telephone and radio operations, monitor computer network operations, monitor and evaluate call handling techniques of the telecommunicators, assist the telecommunicators with critical incidents, consult with telecommunicators, outside agencies, and the public in difficult or unusual incidents on an assigned shift to ensure compliance with all systems, rules, policies, procedures and operational equipment.
Responsibilities
To observe, monitor and document shift personnel work performance for quality and quantity of service provided to callers.
To attend and facilitate scheduled Roll Calls while on-shift.
Scheduling of shift assignments.
Assist in the managing of call offs and scheduling coverage.
Identify training needs of the subordinates based on performance evaluations.
To assist in conducting research on complaints from outside agencies or the public and provide written documentation of the findings and possible solutions to the Operations Manager.
To provide supervision of all employees including those in training.
To participate and attend supervisory meetings as required.
To participate and attend EMD and Team meetings as required.
To work a phone/radio console position and perform all essential job functions of a Telecommunicator.
To assist with call volume in the center when necessary.
To be familiar with all equipment and contact numbers, and to follow-up on equipment repairs.
To serve as a liaison between the Operations Manager and the employees to ensure policy changes are adhered to and information is properly relayed.
Must remain current on all policy/procedural issues and maintain CAD training.
Assist in developing Training Bulletins and Training Modules for employee training programs as directed by the Operations Staff.
Responsible for implementing remedial action in the event of an emergency.
Will be responsible for making decisions in the Operations Manager’s absence with his/her authority.
Responsible for assigning work to subordinates as necessary.
Provide an example of professional behavior for subordinates.
Perform any other duties assigned by the Operations Manager.
Maintain all certifications required of a Telecommunicator including but not limited to LEADS, NIMS, EMD, and PERC.
Participate in the interview process for potential candidates for hire.
Qualifications
Dispatch experience preferable in a multi-jurisdictional center servicing police, fire and EMS or in the public safety arena.
APCO Comm Center Supervisor Certification
Intimate knowledge of the operations of police/fire agencies.
Ability to multi-task in a communications environment.
College degree preferred.
Possess excellent organizational skills and communications skills, both verbal and written.
Able to handle multiple tasks at once and provide guidance to the employees when necessary.
Able to deal effectively, objectively, and fairly with all employees.
Able to handle stressful situations calmly and be able to react appropriately in emergencies.
Able to plan, supervise, coordinate and direct the work of others.
Ability to evaluate situations and act accordingly.
Ability to establish and maintain effective working relationships with co-workers, agencies and the public.
Supervisory experience in the public safety arena is preferred.
If not already certified, must have ability to achieve certification of APCO PST1 (Public Safety Telecommunicator), APCO FSC (Fire Service Communications), APCO CTO (Communications Training Officer), APCO CCS (Communications Center Supervisor), EMD, IDPH EMD License, LEADS Full Access Certification, NIMS Sections 100,200,700,800, and PERC within 180-days to hire.
Interpersonal Contacts
Contacts are made both inside and outside the organization. Internal contacts frequently include telecommunications staff and less frequently, administrative staff. External contacts include Norcomm customers and citizens. The successful candidate may serve as liaison between the Center and one or more agencies to provide superior customer service to the Center’s customers. Interactions tend to focus on information exchange and receiving and giving directions. Contacts may include sensitive and/or confidential information. The majority of external interactions are via the telephone or electronically via e-mail or LEADS/NCIC.
Required Education/Experience
High school diploma or equivalent. One year experience or greater in the public safety field or successful completion of a vocational dispatch course is desirable
Licenses and Other Requirements
If utilizing a personal vehicle in the performance of duties, must possess a valid Illinois Driver’s License and the appropriate amount of automobile insurance.
Incumbent may be required to respond to the needs of the Communication Center regardless of external weather or other emergency factors and outside of regular work hours.
Obtain and maintain licensure from the Illinois Department of Professional and Financial Regulation Permanent Employee registration Card (PERC).
Obtain and maintain a certification from the National Academy of Emergency Medical Dispatch for EMD. (NAEMD)
Obtain and maintain a certification from Illinois State Police to operate the Law Enforcement Agency Data System (LEADS) and maintain the certification as required.
Obtain and maintain a certification from APCO in Public Safety Telecommunicator I (PST1) and Advanced Fire Communications
Environment
Work is typically performed in the communications room, with varying levels of light, confined environment
Disciplined environment with close supervision; must carry out lawful orders regardless of personal agreement
May be subjected to excited, abusive, foul-mouthed, incoherent, intoxicated, impaired or hysterical callers
Must be available to work shift work encompassing 24 x 7 schedules including evenings, nights, weekends and holidays
Must remain at the Center for the full scheduled shift. Uninterrupted lunch and breaks are not guaranteed. Lunch and breaks must be scheduled with the on-duty Supervisor
Due to the nature of public safety work, overtime may be required
May be subject to “call back” on short notice and for extended periods and must be available by phone/email at own expense
Physical Demands
Light lifting, carrying and pushing objects weighing up to 25 pounds
Dexterity of hands and fingers to operate standard office equipment, including a computer key board
Sitting for extended periods of time
Ability to read and discern visual images in a variety of media, to include small liquid crystal displays offering very little brightness/darkness contrast, standard monochrome CRT/LED display screens, printed matter that has been reduced to less than normal size type, multi-colored indicated lights which have differing flash rates and color which indicates the status of electronic functions
Ability to respond to multiple visual and sound stimuli with a high degree of accuracy in a timely manner
Adequate hearing and visual acuity to successfully perform the essential job requirements
Ability to speak and comprehend English coherently to exchange information in person and on the telephone
Must be free from physical impairments that with or without accommodation would interrupt continuous performance of a shift lasting from 8 to 12.25 hours. Longer hours may be necessary as circumstances dictate.
Location Norcomm Public Safety Communications
2600 N. Mannheim Rd., Lower LevelFranklin Park, IL 60131
NOTE: A criminal background check through law enforcement agencies, including a fingerprint search, will be conducted on all successful candidates prior to being appointed to the position.
Norcomm Public Safety Communications, Inc. is an Equal Opportunity Employer.
NORCOMM Public Safety Communications Inc. is committed to attracting and retaining the best talent. We are an Affirmative Action/Equal Opportunity Employer . Qualified applicants of all backgrounds are encouraged to apply. M/F/V/D