The incumbent will establish operational standards and guidelines for each job element of the Springdale Communications Center that meets and/or exceeds the APCO American National Standards (ANS). The incumbent will establish training guidelines as well as schedule, record and maintain required certifications for dispatchers. The incumbent will establish and maintain a training program for continued dispatch education (CDE) credits.
Safety/Security Sensitive Designation: This position is classified as safety/security sensitive under the Arkansas Medical Marijuana Amendment and is therefore subject to random drug and alcohol testing.
- Provide good customer service to both internal and external customers; maintain positive and effective working relationships with other City employees (especially members of their own team), and have regular and reliable attendance that is non-disruptive.
- Directly supervises 6 non-supervisory subordinates and indirectly supervises 21-30 personnel. Carries out supervisory responsibilities in accordance with the City's policies and applicable laws; Responsibilities include interviewing, hiring, and training new employees; planning assigning, and directing work; appraising performance, rewarding and disciplining employees; motivating, developing, and directing people as they work; addressing complaints and resolving problems.
- Assist in establishing a quality assurance program for police, fire and EMS service with the goal of excellence and accreditation.
- Clearly define operational standards and train the dispatchers to meet or exceed the established standards; identify areas of compliance, vulnerability and risk.
- Assist in overseeing the quality control unit, ensuring daily review of police, fire and EMS calls.
- Provide statistical data to gather trends for areas of improvement, as well as immediate feedback of performance review of and for the dispatcher.
- Attend routine committee meetings comprised of police, fire and EMS administration, training and personnel.
- Assist the Dispatch Manager when needed for special projects or in their absence.
- Train dispatchers and coordinate different phases of training. Review Daily Observation Reports (DOR) and other evaluation forms related to the training process. Ensure that each dispatcher assigned to the shifts complete required training courses and complete Continuing Dispatch Education (CDE) credits to maintain certifications.
- Identify internal and external training programs to address competency gaps and collaborate with appropriate personnel to facilitate training needs.
- Organize and develop training programs to meet specific training requirements.
- Coordinate with subject matter experts regarding instructional design.
- Develop and maintain training aids such as manuals and handbooks for the communications center.
- Map out training plans for individual employees and inform employees of training options.
- Present training programs and materials using recognized training techniques and tools.
- Facilitate learning through a variety of delivery methods including classroom instruction, virtual training, and on-the-job coaching.
- Design and apply assessment tools to measure training effectiveness and track and report on training outcomes.
- Provide feedback to program participants and management.
- Keep current on training design and methodology; Evaluate and make recommendations on training material and methodology.
- Create and maintain all training records and files for dispatch personnel.
- Handle logistics for training activities including venues and equipment and coordinate off-site training activities for employees.
- Oversee and actively participate in the recruitment and hiring process for communication center personnel, including application review, testing, interviews, and related activities.
- Act on behalf of the Dispatch Manager in their absence or as needed. Communicate with personnel in assigning tasks, and ensure supervisors observe standard operating policies and procedures while performing duties. Verify that all scheduled assignments are completed in a timely manner.
- Perform other duties as required or assigned.
- Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of 4 years in high school, plus night, trade extension, or correspondence school specialized training, equal to 2 years of college, plus 3 years related experience and/or training, and 2 years related management experience, or equivalent combination of education and experience.
- Required: ACIC Level I & II Certification, Emergency Medical Dispatch (EMD) Certification, CPR Certification, Public Safety 40 hour Basic Telecommunicator Certification, Emergency Fire Dispatch (EFD) Certification, Emergency Medical Dispatch Quality Assurance Certificate (EMD-Q), Emergency Fire Dispatch Quality Assurance Certificate (EFD-Q)NIMS -FEMA 100,200, and 700, 702, 703, 800, and 29a, NCMEC (National Missing and Exploited Children) training, NAMUS, Rave Mobile Safety Training, ACTIVE911 Training; Certified Training Officer (CTO) Certification, Criminal Justice Information Systems Certification (CJIS).
- Preferred: Instructor Development Certificate, Registered Public Safety Training (RPL).
- The incumbent must be proficient in the use of personal computer, Microsoft Office Suite, HTE AS400, Tyler Enterprise CAD, RMS and mapping systems, P25 digital 800 MHz trunked communications radio system, ACIC/NCIC, fax machine, email, TTY, Vesta 911, cell phone, Locution, Springdale Message Board, PaperVision, Pro QA system, language line services, multi-line phone system, headsets, recorder, alarm systems, various camera systems, time and attendance software, and standard office equipment.
- The incumbent must have the ability to utilize both internal and external resources to obtain information and data necessary to carry out routine assignments and special projects.
- Must have ability to establish and maintain effective working relationships with management and staff.
- Requires a willingness to take on responsibilities and challenges, a willingness to lead, take charge and offer opinions and direction.
- Requires the incumbent to establish and maintain personally challenging achievement goals and exerting effort toward mastering tasks.
- Requires developing one's own way of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
- The job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
- Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- The job requires being sensitive to others' needs and feelings and being understanding and helpful.
- The job also requires being pleasant with others on the job and displaying a good-natured, cooperative attitude being open to change (positive or negative) and to considerable variety in the workplace.
- The job requires preferring to work with others rather than alone and being personally connected with others on the job and regular contact within the department and with other departments as needed.
- Must have knowledge of electronic equipment, and computer hardware and software.
- Must have knowledge of media production and alternative ways to inform and entertain via written, oral and visual media.
- Must have knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal and human life.
- Must have the ability to learn various processes and procedures, such as handling calls from citizens who may be under the influence, suicidal, mentally impaired, irate, etc. in a professional manner.
- Ability to handle multiple tasks and yield multiple calls virtually at the same time;
- Must be able to withstand a complete background investigation, polygraph examination, and drug screening(s).
Must be able to pass FBI criminal background fingerprint check and have the ability to comply with state and federal requirements for criminal justice information security standards and obtain necessary certifications.
