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Dispatcher Supervisor/Expert
The Dispatcher Supervisor/Expert is responsible for overseeing and coordinating the activities of dispatch personnel, ensuring the efficient and effective operation of emergency and non-emergency communication systems. This role requires strong leadership, communication, and organizational skills to ensure timely response and coordination of public safety, law enforcement, and emergency service resources.
Class Code:
SIA13P
Job Grade:
SGS06
Special Job Requirements:
Typical Functions:
The assignment of supervisory duties is determined by the hiring agency’s operational needs. Non-supervisory roles will serve as senior technical experts.
Lead and supervise a team of dispatchers, ensuring adherence to state policies and operational protocols.
Provide training, coaching, and performance evaluations for dispatch personnel to enhance efficiency and accuracy.
Develop work schedules and assign duties to maintain 24/7 coverage and ensure sufficient staffing levels.
Monitor dispatcher performance, offering constructive feedback and implementing corrective actions when necessary.
Handle conflicts or complaints from dispatch staff or external agencies professionally and effectively.
Oversee the dispatching of emergency and non-emergency personnel, including law enforcement, fire, medical, and other public safety resources.
Ensure accurate and timely communication between dispatchers, field units, and responding agencies.
Review and verify the accuracy of call logs, reports, and incident documentation for compliance with regulations.
Utilize computer-aided dispatch (CAD) systems and other communication technologies to track and manage emergency response activities.
Ensure dispatchers follow standard operating procedures when handling emergency and routine calls.
Assist in coordinating response efforts during large-scale emergencies, disasters, or high-risk situations.
Provide support and guidance to dispatchers in handling high-stress incidents, including life-threatening emergencies.
Maintain situational awareness of ongoing incidents, ensuring seamless coordination among responding agencies.
Implement emergency communication protocols and escalate issues to appropriate authorities as necessary.
Ensure dispatch center operations comply with state and federal communication regulations.
Prepare and maintain detailed records, reports, and performance metrics for internal audits and operational reviews.
Investigate communication failures, policy violations, or system malfunctions and implement corrective measures.
Work closely with law enforcement and emergency management officials to enhance dispatch protocols and procedures.
Monitor and maintain radio, telephone, and computer-aided dispatch (CAD) systems, ensuring proper functionality.
Knowledge, Abilities, and Skills:
Ability to motivate and manage a team, ensuring high performance and efficiency.
Strong decision-making and problem-solving skills to address operational challenges.
Clear and concise verbal and written communication skills for effective coordination.
Ability to remain calm under pressure and provide clear instructions during emergencies.
Strong active listening skills to accurately interpret and relay information.
Excellent time management and prioritization skills to handle multiple incidents simultaneously.
Ability to analyze complex situations quickly and determine appropriate responses.
Detail-oriented approach to record-keeping and documentation.
Proficiency in computer-aided dispatch (CAD) systems, radio operations, and emergency communication protocols.
Familiarity with state and federal dispatch regulations and public safety procedures.
Ability to troubleshoot and resolve technical issues related to dispatch systems.
Minimum Qualifications:
At least two years of experience in emergency dispatch, public safety communications, or a related field, including six months in a leadership capacity.
Required Certificates:
N/A
OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.
Exempt:
N
