Summary:
Under the direction of the Director and Deputy Director, the Shift Supervisor will coordinate and support staff to provide effective and efficient routine and emergency dispatch of law enforcement, fire, EMT and emergency responders within a multi-jurisdictional PSAP which includes the operation of the ESInet 911 system, NCIC system, computer aided dispatch software and other related equipment. This position will ensure certified and non-certified staff on shift are properly executing dispatcher duties and are up to date on all training requirements through guidance and evaluations. This role is responsible for the management and oversight of staff while providing support to the Dispatch Center as assigned.

Examples of Duties

Essential Duties & Responsibilities:
The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

Shift Supervisor Duties:

Prepare schedule, including approval of leave requests to ensure sufficient resources to handle workload.
Monitor training progress of trainees on your shift, including providing training, guidance, supervision and evaluation.
Provides input and recommendations for staff retention, additional and remedial training.
Plan, organize and review the work of employees
Maintain confidentiality of information including duty-related and personnel-related information.
Work rotating shifts and ability to work holidays, weekends, irregular hours, and shift work with possible extension of shift hours, at times with short notice
Conducts quality control by reviewing emergency and non-emergency Calls and CAD entries and making necessary corrections
Provides coaching and mentoring to staff members
Investigates complaints, violations of rules, policies and procedures, including coordination with Deputy Directors when necessary.
Responsible for providing disciplinary actions when necessary
Performs call taking and dispatch tasks and duties
Remain proficient with dispatch and call taking duties and other 911 operational functions.
Aid Deputy Directors in the day-to-day operation of the Communications Center by performing various tasks as assigned including but not limited to attendance at meetings/functions, research, advanced training tracking, stand operating procedures, filing and keeping track of NCIC forms – documents – reports – warrants
Is the NCIC TAC Assistant and will handle any 1st, 2nd, 3rd party checks and filing
Participating in employee evaluations

Supervisory Authority:
This position is a supervisory position.

Typical Qualifications

Minimum Qualification Standards:

Must have a minimum of five years of Public Service Telecommunicator experience
Must possess a valid driver's license/no restrictions.
Must be NM Public Safety Telecommunicator certified, NCIC Terminal Operations Certified, and Emergency Medical Dispatcher Certified

Supplemental Information

Knowledge and Skills:

Knowledge of LCCD mission, values, and mission.
Knowledge of all applicable local, state, and federal statues and codes as appropriate.
Knowledge of ADA-specific requirements of LCCD for equal access.
Knowledge of LCCD operations, procedures, and written directives.
Knowledge of LCCD jurisdiction and geography.
Knowledge of related legal concepts and risk assessments.
Knowledge of stress management techniques.
Knowledge of supervision principles.
Knowledge of technological systems: current systems used within LCCD and emerging technologies and new trends.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong mentoring, coaching and observation skills.
Strong supervisory and leadership skills.
Strong analytical and problem-solving skills.

Physical Demands:
While performing the duties of this position, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to stand, talk, and hear. The employee may be required to lift to 15 pounds at a time. The employee must be able to sustain prolonged periods of sitting at a desk and working on a computer.

Work Environment
The work environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this job, which is an office environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

County of Luna

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