Emergency Communications Shift Supervisor

The Wythe County Consolidated 911 Dispatch Center is a 24-hour Public Safety Answering Point that provides emergency and non-emergency services to the citizens of Wythe County and the motoring public passing through, along with mutual aid to other state and local law enforcement and emergency services. The center is led by the Director and Operations Manager, who are in turn managed by the Deputy County Administrator, the County Administrator, and the Board of Supervisors. The shift supervisor makes operational response decisions in the absence of senior management.

Department: Emergency Services

Reports To: Director of Communications

Location: County Administration Building

FLSA Status: Non-exempt

Full-time/Part-time: Full-time

Seasonal: No

Posted Until: Date or Until Filled

Salary Range: $44,410 -$52,790

Work Schedule

The Emergency Communications Center is staffed 24/7, 365 days per year, including weekends and holidays, with a variety of shifts available. Fixed, rotating, and/or floating shifts are available and are designed to provide continuous coverage, often requiring flexibility, resilience, and strong communication skills. This position is considered essential, and employees may be called in during major and/or emergency situations, including inclement weather. Shifts are 6:00 am to 6:00 pm or 6:00 pm to 6:00 am. Flex scheduling as needed for coverage, or the needs of the center, or administration.

Essential Functions

· The 911 Dispatch Center Shift Supervisor is responsible for the day-to-day operations of the 911 dispatch center, including supervising, mentoring, and training staff, ensuring compliance with policies and procedures, and maintaining a high level of services to the citizens of Wythe County and its visitors, the motoring public, and ensuring responder safety in the dispatch of emergency services, fire, rescue, law enforcement and related functions.

· Supervises assigned staff by establishing priorities, evaluating performance, assessing development needs, and correcting substandard performance

· Communicates clearly and concisely with staff and encourages open communications.

· Communicates safety issues with employees to ensure a safe workplace, free from hostility and any kind of harassment

· Responds to complaints and inquiries to secure emergency assistance and comply with all county and department policies

· Make duty assignments consistent with management direction, center policy, and employee development needs

· Works with management staff, emergency services and county administration to assign or reassign resources required to provide sufficient and appropriate emergency response for each call.

· Ensure compliance with all established policies and procedures

· Handle all emergency and non-emergency calls consistent with center protocols

· Manage available first responder resources, including verifications of unit status with officer and unit check-ins

· Dispatch emergency personnel to the scene of incidents

· Maintain accurate records and retention of records

· Provide performance evaluations and input to the Operations Manager for yearly evaluations

· Recognize and recommend remedial training to enhance performance, utilizing additional resources for maximum training allowed

· Assist training officer(s) with the development and implementation of training programs in compliance with national, state, and local standards and guidelines

· Represent the 911 dispatch center to the public and other agencies in a professional, courteous manner

· Administrative re-assignment of emergency response

· Executive decisions regarding coverages and responses, including assigning and re-assigning assets to more critical calls.

· Coordinate with emergency management and county administration on major emergencies

· Maintain adequate shift coverage to meet minimum staffing as defined and ensure maximum coverage during peak times, heavily traveled holiday weeks/days, and during special assignments by the Sheriff or Chiefs of Police

· Monitor operating equipment to ensure efficient operations, reporting any failures to Director and/or Operations Manager in a timely fashion

· Assist in database maintenance, informs management of changes and updates as needed to the center's Computer Aided Dispatch System, Mapping Display System, and other necessary software applications

· Attend school and departmental functions and meetings as assigned

· Assist management in conducting public outreach and education as it pertains to the services the 911 center provides

· Assist management in retrieving reports as requested from the CAD system

· Assists management in maintaining accurate training records of employees, ensuring certifications are not lost, and state-mandated requirements are met

· Keeps senior management appraised of any needs, issues as they arise

· Other duties as assigned.

Knowledge, Skills, and Abilities

· Communication: Communicate effectively with staff, public, and other agencies. Give clear instructions, provide feedback, and resolve conflict.

· Problem-solving: Identify and solve problems quickly and efficiently, thinking on feet and making sound decisions under pressure.

· Leadership: Motivate and inspire the team. Create a positive work environment and build trust with their staff.

· Resource Management: Identifying, tracking, and assigning necessary resources to meet the need.

· Technical: Have a strong understanding of the 911 dispatch process and the technology used. Able to train staff on how to use technology and troubleshoot any problems that may arise.

· Customer service: Provide excellent customer service to the public. Remain calm and professional under pressure and handle difficult situations with tact and diplomacy.

· Empathetic: They should be able to understand the emotional needs of the callers and the staff.

· Multi-tasking: Ability to handle multiple tasks and emergency situations

· Committed: They should be passionate about their work and committed to providing the best possible service to the public.

· Stress: Works well under pressure and in a fast-paced environment.

· Processing: Makes sound decisions quickly.

· Ability to work independently and as part of a team

· Ability to maintain confidentiality

· Ability to be certified as VCIN/NCIC operator

Education and Experience

• High school diploma or equivalent
• 3+ years of experience in 911 dispatch or a related
• Must attend Supervisor/Leadership training as assigned within the first year of promotion or hire

Physical Requirements

· This work requires the occasional exertion of up to 25 pounds of force

· Work regularly requires sitting, frequently requires speaking or hearing, and using hands to finger, handle, or feel

· Occasionally requires standing, walking, reaching with hands and arms, lifting, and repetitive motions

· Work has standard vision requirements

· Vocal communication is required for expressing or exchanging ideas by means of the spoken word

· Hearing is required to perceive information at normal spoken word levels

· Work requires preparing and analyzing written or computer data

· Operating motor vehicles or equipment and observing general surroundings and activities

· Work is generally in a moderately noisy location (e.g., business office, light traffic).

This job description is not intended to be all–inclusive. An employee will also perform other reasonably related job responsibilities as assigned by the supervisor or County Administrator. Wythe County Administration reserves the right to revise or change job duties as the need arises. The job description does not constitute a written or implied contract of employment.

As an Equal Opportunity Employer, we are dedicated to nondiscrimination in recruitment, selection, hiring, pay, promotion, retention, or other personnel action affecting employees or candidates for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/sexual orientation/gender/identity, national origin, disability, marital status, age, political affiliation, or protected veteran status.