Emergency Communications Shift Supervisor na City of Durham, NC

About the Department

Work, Serve, Thrive.  With the City of Durham   
Advance in your career while making a real difference in the community you serve.

Hiring Range:  $63,242 - $74,805
Work Day/Hours:  5 PM - 5 AM; 5 AM - 5 PM

The Durham Emergency Communications Center works to provide City and County residents the fastest, most-efficient emergency call response possible while ensuring the safety of our police, fire and emergency medical services responders. Our state-of-the art center was the first, and currently one of only three, in the nation to hold both emergency medical dispatch accreditation from the Commission for Accreditation of Law Enforcement Agencies and Project 33 agency training program certification from APCO International. We are constantly finding ways to improve the quality of assistance we provide to the community, knowing service is our one and only product. If innovating and serving in a fast-paced environment are for you, bring your talent and skills to Durham!

This position is devoted to emergency 911 police and fire telecommunications, non-emergency call taking, and police, fire and EMS dispatch communications.   Position provides supervision to emergency communications call taking, call processing and dispatching function, oversee the training function, or oversee the quality improvement unit.
 
Position is responsible for assisting with scheduling, timekeeping, training, quality assurance, performance evaluation, implementing discipline procedures, resolving employee issues, record keeping performing all the duties of a “Master Communications Officer,” assist the training division as needed, coordinating and developing classroom training programs including planning and scheduling courses, choosing training methods, educating trainees; assisting administrative staff with in-service training and/or administrative functions. This position may supervise paraprofessional and support staff including conducting performance evaluations, coordinating training, and implementing hiring, discipline, and termination procedures.

Position Duties

• Supervises an emergency telecommunications shift; prepares work schedules; monitors timesheets; performs quality assurance duties including inspecting work and evaluating performance; implements discipline procedures; reviews and resolves employee issues; and ensures that all operations comply with applicable policies and procedures.
• Coordinates and develops training programs; develops and compiles training information; plans and schedules courses; chooses training methods; designs and conducts training classes; and provides guidance to trainees as assigned.
• Assists higher-level staff with in-service training and/or administrative functions; assists with identifying training needs, prepares staff developmental plans; and prepares and maintains training and other reports and records.
• Coordinates with City departments, and external agencies to design training programs, plan events, dispatch services, and refer callers.
• Performs call taking and dispatching tasks including answering 911 emergency and non-emergency calls, monitoring call traffic, operating multi-line automatic call-distribution telephone and radio console systems, and dispatching and coordinating appropriate services.
• Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies; enters and updates data into computer-aided dispatch systems; and coordinates with multiple agencies to facilitate dispatching and referral.
• Performs other duties of a similar nature and level as assigned.
• Assisting with scheduling, timekeeping, training, quality assurance, performance evaluation, and implementing discipline procedures.
• Ensures minimum staffing levels are maintained at all times.
• Resolving employee issues.
• Maintaining records.
• Performing all the duties of a “Master Communications Officer,” Emergency Communications Specialist as needed.
• Monitors performance of all systems in the 9-1-1 Center and reports outages and issues.

Minimum Qualifications

• High School Diploma or Equivalent (GED, HiSET, TASC),
• Five years of emergency 911 communications and dispatch experience.
• CPR certification, (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits). 
• Emergency Medical Dispatch (EMD) certification AND  Either Emergency Fire Dispatch (EFD) certification OR Emergency Police Dispatch (EPD) certification at time of hire, but both must be obtained within 6 months of hire
  
• Division of Criminal Information (DCI) certification, (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits). 
• National Crime Information Center (NCIC) certification (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits). 
• No Class B (or higher) misdemeanor conviction in the last ten (10) years (please see a list of Class B Convictions Here)
• No Felony Conviction
• Please note that for any selected candidate in an operational position they must meet requirements designated by NCOEMS,  by following this link you can view an FAQ outlining those employment requirements  https://info.ncdhhs.gov/dhsr/EMS/faqcomp.htm#legalrec

Other Qualifications

• Emergency Telecommunicator Certification
• North Carolina Emergency Telecommunicator and/or General Instructor Certificate