Telecommunicator Shift Supervisor

SAFETY-SECURITY SENSITIVE In the interest of protecting the health and safety of all co-workers, citizens, first responders and all those we serve, the City of Bentonville has classified some positions, including Telecommunicator I, II, and III, as “safety sensitive.”  A “safety sensitive” position is any job position in which impaired performance could result in harm to the health and/or safety of self or others.  Any applicant/employee that is actively engaged in the use of medical marijuana, even if in possession of a valid medical marijuana card, will be excluded from employment in a “safety sensitive” position.

SUMMARY The Telecommunications Supervisor is an advanced level Telecommunicator with the ability and desire to positively lead others. The Telecommunications Supervisor undertakes the responsibilities of supervising all employees on their designated shift. These responsibilities include but are not limited to daily supervision of duties and behavior, yearly evaluations, Performance Correction Notices and training new Telecommunicators.  Openly communicates with other Telecommunication Supervisors, Telecommunications Coordinator and Telecommunications Manager.  Handles complaints, conflict resolution and creates new shift schedules. Performs other duties as assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Reporting relationships, work assignments, and work schedules may be subject to change in order to meet City needs or operational requirements.  Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position.  Other duties may be assigned.

Operates telephone console to receive incoming calls for assistance.  Answers emergency and non-emergency calls from citizens and public safety officers.  Obtains vital information, refers calls to appropriate agencies, and contacts agencies for callers.

Questions caller to determine nature of problem, location and seriousness of emergency response needed, and type and number of personnel and equipment needed.

Transmits orders and receives messages from law enforcement units, fire department units, emergency response units, local and state agencies, wrecker services, utility workers, and others.  Determines correct course of action, priority, and number of units to dispatch.

Scans computer aided dispatch program to determine units available.  Maintain a constant knowledge of pursuit procedures, emergency alert, and disaster procedures.

Operates NCIC/ACIC computer system.  Receives and disseminates information concerning stolen vehicles, articles, and wanted/missing persons. Enters felony and misdemeanor warrants into NCIC.

Operates two-way radio to dispatch police, fire, medical, and other personnel and equipment and to relay instructions or information to remove units.  Maintains current knowledge of all main thoroughfares, access routes, and roads closed for construction and repairs.

Types commands on computer keyboard to update files and maintain logs.

Relays instructions or questions from remote units.

Records calls broadcast and complaints received.

Coordinates all police, fire, ambulance, and other emergency requests, relaying instructions to closest and most suitable units available.

Provides pre-arrival instructions using EMD protocol before paramedics arrive.

Transmits and receives messages between divisions of own agency and other law enforcement agencies.

Contacts police officers to verify assignment locations, monitors dispatched units and, when necessary, serves as liaison with caller.

Receives incoming fire calls by telephone or through alarm system.

Questions caller, observes alarm register that codes location of fire, and scans map of city to determine whether fire is located within area served by city fire department.

Determines type and number of units to respond to emergency.

Notifies fire station and activates the pre-alert tone system that automatically contacts all fire stations and indicates location of fire.

Relays messages from scene of fire, such as requests for additional help and medical assistance.

Records date, time, type of call and destination of messages received or transmitted.

Maintains activity, code, and locator files.

Tests various communications systems and reports malfunctions to maintenance units.

Ensures that all policies and procedures of the Bentonville Emergency Communications Center, NCIC/ACIC, and the City of Bentonville are followed.

Monitors activities of Telecommunicators in the dispatch center.

Create work schedules to ensure that sufficient shift personnel are available for workload demands.

Will assist in the recruiting, screening, hiring, and training processes of all new telecommunicators.

Assures that each trainee is being trained according to the training program and will oversee the training needs of new employees.

Conduct random case reviews of Police, Fire, and EMS dispatching and call taking of calls.  This will be done by listening to the recordings, reviewing CAD reports, and monitoring live radio traffic.  The Supervisor will conduct and review the reports with the Telecommunicator. 

Required to protect the privacy of all Bentonville Emergency Communications Center information in accordance with the agency’s privacy policies, procedures, and practices as required by federal and state law. 

SUPERVISORY RESPONSIBILITIES Acts as “Shift Team Leader” responsible for training Telecommunicators and ensure that all calls are handled properly and completely.  Keeps the Telecommunications Manager informed of all activities that happen on their shift.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE Two (2) years college-lever course work or associates degree and Six (6) years of telecommunications experience, with a minimum of 3 years of experience with the Bentonville Emergency Communications Center ; or a combination of education and experience.  Have an average evaluation score of 3.0 for the previous 3 years, not been placed on restricted sick leave in the previous 3 years, and no disciplinary action in the previous 3 years except those considered minor at the Chief of Police’s discretion

LANGUAGE SKILLS Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

 

MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measurement, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent.

 

REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

 

CERTIFICATES, LICENSES, REGISTRATIONS

• ACIC/NCIC Basic and Advanced Certification
• International Academy of Emergency Medical Dispatch Certification
• CPR Certification
• APCO Public Safety Telecommunicator Certification
• APCO Communication Training Office Certification
• Maintain Valid Drivers License

PHYSICAL REQUIREMENTS The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Performs bending and reaching necessary to obtain resource materials; subject to sitting for long periods of time.  Must be able to grip objects and wear communications headset that will cover or fit within the canal of one ear.  Must be able to speak clearly, enunciate properly, hear and understand spoken communications originating simultaneously from both the headset and other sources in the communication room.  Lift and carry boxes of computer paper weighing up to 40 pounds as required.

WORK ENVIRONMENT Work is performed in an area with background noise from radios, telephones, fax/copy machine, and other equipment.  Shift work may be required, including weekends and holidays.  May be required to work overtime when necessary, sometimes on short notice.  Subject to possible verbal abuse from callers, and frequent exposure to traumatic situations.  The noise level for this environment is moderate.  Primarily indoors, with heating and cooling regulated; exposure to constant noise in a work environment with minimal natural lighting. 

HEALTH BENEFITS     
The City of Bentonville is proud to offer a comprehensive benefits package to eligible, full-time employees who work 30 hours per week. This year's benefits package can be viewed here:

https://www.bentonvillear.com/DocumentCenter/View/15032/City-of-Bentonville-2024-Benefits-Guide

 

MISCELLANEOUS REQUIREMENTS Must be able to work any assigned hours/shifts with varying days off.  Subject to emergency call-in.  Subject to shift being changed with minimal notice.  Shift work is required, including weekends and holidays. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.