Supervisor Telecommunicator

Full Job Description

Agency Summary
The purpose and mission of the Metropolitan Emergency Services Agency is to provide operation and management of the Division of Emergency Communications - 911 center, Division of Emergency Management, and the Division of Public Safety Communications - technology infrastructure to the City of Indianapolis metropolitan areas and Marion County. The agency is able to do this by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the constituents of Indianapolis and Marion County.

Job Summary
This position supervises telecommunications personnel on a shift in the emergency communications center. Incumbent in this position directly oversees direct reports team members working within the 911 center, ensuring the overall operations of the 911 center are fulfilled. This position also includes participation in the radio communications operations, CAD, alarms, and other related clerical tasks. The incumbent in this position must have all requisite knowledge required for performing the duties of control operator, 911 telecommunicator, or non-emergency call agent. Should it become necessary, the supervisor must be able to perform the duties of the positions. The incumbent’s actions are controlled by established policies, procedures, regulations, and the direction of agency leadership. A high degree of confidentiality is essential. Work requires fast, efficient, and accurate receiving, dispatching, and processing of calls, and interaction with fire, EMS, and Police units. Inadequate oversight could result in telecommunicators improper actions, leading to catastrophic consequences, including death or major monetary loss. Incumbent in this position shift may vary. Position reports to the Shift Manager. 

Equal Employment Opportunity
The City of Indianapolis Marion County is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.

Requirements

• Responsible for supervising control operators, 911 telecommunicators, and non-emergency call agents

• Participate as required in broadcasting public safety communications and answer 911 calls for services and non-emergency calls as needed. 
• Dispatching of police, fire, and EMS to include maintaining contact with emergency units in the field.
• Reports to management and agency leadership any significant status changes in personnel, equipment, and incidents of significance.
• Responsible for ensuring 911 center operations are always maintained in accordance with division directives, policies, and procedures
• Reviews and evaluates randomly selected calls for service to evaluate performance and maintain quality assurance.
• Oversees the use of equipment and makes proper notification to the appropriate division if systems are not working properly.
• Responsible for overseeing attendance and, when directed by management, verifying timecards, maintaining shift schedule, and approving benefit leave.
• Responsible for monitoring and supervising all incidents entered into the CAD system, calls managed through the VESTA telephony system, radio system, and CJIS systems (IDACS & NCIC).
• Enforces all division rules, regulations, directives, policies, and procedures.
• Ability to evaluate direct reports performance and behavior and provide constructive feedback and job coaching.
• Promotes a culture of diversity and inclusion.

• Must maintain confidentiality at all times.
• Works assigned days and schedules based on the needs of the agency.
• Participates in supervisory, leadership, and career development training.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded

Qualifications

Minimum Job Requirements and Qualifications
High School Diploma or equivalent with three (3) years of experience in a high-volume emergency dispatch center with two (2) years in a Control Operator position. Must be effective in the treatment of customers, whether face-to-face or telephonically, professionally, and courteously. Knowledge and understanding of the organizational and command structure of Fire, EMS, and Law Enforcement agencies. Supervisor Telecommunicators must be able to acquire and maintain EMD certification, IDACS, NCIC, APCO PST1, or department equivalent, and CPR certification. Must be able to demonstrate knowledge and understanding of the Incident Command System (ICS). Must pass critical assessment tests, certification courses, and successfully complete any necessary training programs. Must be able to read a map and provide directions, monitor road and weather conditions, and make necessary adjustments. Must have proficient communication skills, both written and verbal. Must be able to type, enter, and dispatch information accurately. Diligence is required for each call or transmission every day. Must be able to work under highly stressful conditions. Must be physically capable of sitting for long periods and working long periods of data entry using a keyboard and other electronic devices. The dispatch center is open 24 hours, seven days a week, including holidays. This position may have to work different shifts (i.e., early, middle, or late) based on the agency's needs.

Preferred Job Requirements and Qualifications
Meets the minimum job requirements and qualifications. Associate degree in Business Management, Office Management, Criminal Justice, or a related field. Served as Communications Training Officer (CTO) with a minimum of two (2) years in the position.