City of Fort Smith
JOB SUMMARY
The Communications Supervisor, under the supervision of the Executive Director, oversees and supervises the day-to-day operations of the River Valley Communications Center (RVCC), its personnel, and equipment. The position acts as a liaison between all public safety agencies in Sebastian County and the RVCC Personnel.
ESSENTIAL DUTIES/RESPONSIBILITIES Note:
All City of Fort Smith positions require the employee to provide good customer service to both internal and external customers, maintain positive and effective working relationships with other City employees, and have regular and reliable attendance that is non-disruptive. Must show cooperation and respect to fellow employees and supervisors at all times. All other duties as assigned by the immediate supervisor and/or department director.
Supervises personnel assigned to the RVCC, prepares work schedules, vacation schedules and coordinates staffing levels affected by illness and other absences. Maintains adequate staffing levels in the communications center.
Receives, investigates, and responds to both internal and external complaints in accordance with RVCC professional standards policy and the City of Fort Smith Employee Handbook. Recommend and administer disciplinary measures as determined by the Executive Director, such as counseling and remedial training, when necessary.
Maintains Computer Aided Dispatching (CAD) System, performs routine upgrades to data base, and diagnoses problems that may be identified. Works with Western AR Planning and Developing District (WAPDD) to maintain accurate 911 address mapping for CAD. Coordinates periodic upgrades with the CAD system vendor as appropriate.
Maintains digital telephone recording system, diagnosing problems that may occur and either correcting the malfunction, or arranging for technicians to repair the problems. Prepares audio files of telephone or radio traffic for criminal prosecution or FOI request.
Develops, distributes, and maintains RVCC Policies, Procedures and SOPs. Update and explain new or changed policies to employees and answer questions.
Assists with interviewing and hiring new RVCC personnel.
Fills in as needed as a 911 telecommunicator and/or communications training officer. This includes routinely answering telephones and cover telecommunicators during breaks, vacation, illness, etc.
Evaluate the performance of telecommunicators through monthly quality assurance checks and yearly performance evaluations.
Maintains records, prepares summaries and reports of the activities of the RVCC as directed. Assists by providing statistical information to aid in staff and resource allocation decisions.
Regular attendance and timeliness are required.
SUPERVISORY RESPONSIBILITIES
Carries out supervisory responsibilities in accordance with the department’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; addressing complaints and resolving problems.
Performs supervisory duties for all 911 Telecommunicators. This includes the creation of employee schedules, assignment of duties, investigate complaints, evaluate complaints and provide disciplinary recommendations, enforce policy and procedures, and conduct yearly evaluations of employee performance.
May be required to be on call after business hours to aid with questions that may arise or instances requiring on-site supervision. May also be required to respond to situations after business hours.
Must be able to compile, calculate, and analyze statistical data to prepare reports.
Must be able to work independently and make decisions on a variety of tasks.
Working knowledge of RVCC policies, procedures, and those policies pertaining to non-uniformed employees as contained in the Human Resources Policy Handbook.
QUALIFICATION REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Qualifications
A High School diploma or GED is required.
Must possess a valid driver’s license.
A minimum three (3) years of experience as a public safety telecommunicator is required.
The ability to obtain ACIC Level I and II certification during the first year of employment is required.
Certified as Communications Training Officer (CTO) through APCO, NENA, or similar provider as approved by department director or be able to obtain training within 12 months of appointment.
Must be trained in tactical dispatch techniques or be able to obtain training within 12 months of appointment.
Preferred Qualifications
A minimum of five (5) years of experience as a 911 communications supervisor.
Associate’s degree from accredited college or university in Emergency Management, Public Safety Administration, Criminal Justice, Public Administration, Business Management, or related field.
One (1) year or more of Emergency Medical Dispatch experience or certification.
Telephone Cardiopulmonary Resuscitation (T-CPR) certification.
OTHER SKILLS AND ABILITIES The incumbent must be able to perform all of the duties and functions as defined in the job description for the City of Fort Smith. The incumbent must have excellent communications skills in both oral and written forms. Organizational skills and close attention to details are required to successfully perform this job. The incumbent must have thorough operational knowledge of the use of a personal computer system, electronic databases, as well as various software packages. The incumbent must have the ability to develop policies affecting the Communications Center, be able to create schedules, aid in RVCC budgetary needs, maintain records, and operate a variety of computer applications. The incumbent must be capable of planning and supervising the work of others while accurately interpreting Department policies and procedures. He or she must be able to compile, calculate, and analyze statistical data to prepare reports. The incumbent must be able to work independently and make decisions on a variety of tasks. The incumbent must have a working knowledge of all areas of police, fire, and/or EMS responsibilities. He or she must also be able to operate a multi-channel voice recording system and understand communication procedures and methods related to law enforcement, fire dispatching, and emergency medical dispatching. The incumbent should possess a thorough knowledge of Arkansas statutes, local ordinances, and applicable U. S. Supreme Court rulings and be able to apply those laws to everyday scenarios and situations. The incumbent should also have a working knowledge of RVCC policies and procedures, and those policies pertaining to non-uniformed employees as contained in the Human Resources Policy Handbook. He or she must also be familiar with the operations of the Fort Smith Municipal Court, Sebastian County District and Circuit Court, and the Sebastian County Detention Center.
POSITION DESIGNATIONS This position is designated as essential during inclement weather events. City services will be maintained during inclement weather, such as heavy snow or ice storms and all essential employees are expected to report to work due to the critical functions of the position. This position is not able to work remotely. This position does have the potential to drive as part of their regular job duties. This position is designated as a safety/security sensitive position and is subject to random DOT drug and alcohol screenings and/or non-DOT drug and alcohol screenings (a safety/security sensitive position is one in which a momentary lapse in attention may result in injury or death of another person).
PHYSICAL REQUIREMENTS Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions provided that those accommodations comply with the City of Fort Smith's Alternate Duty Policy. While performing the duties of this job, the employee must frequently stand, walk, talk and hear.
WORK ENVIRONMENT The work environment characteristics described here are representative of those the incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions provided that accommodations comply with the City of Fort Smith's Alternate Duty Policy. The noise level in the work environment while within the police department is usually moderate. Outside the police department, the noise level can be loud.
EMPLOYMENT SCREENINGS
Complete criminal and personal background investigation.
Fingerprint arrest/warrant history check.
Upon hire, will be required to pass Criminal Justice Information Security (CJIS) certification training.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee and/or applicant. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
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ESSENTIAL DUTIES/RESPONSIBILITIES Note:
All City of Fort Smith positions require the employee to provide good customer service to both internal and external customers, maintain positive and effective working relationships with other City employees, and have regular and reliable attendance that is non-disruptive. Must show cooperation and respect to fellow employees and supervisors at all times. All other duties as assigned by the immediate supervisor and/or department director.
Supervises personnel assigned to the RVCC, prepares work schedules, vacation schedules and coordinates staffing levels affected by illness and other absences. Maintains adequate staffing levels in the communications center.
Receives, investigates, and responds to both internal and external complaints in accordance with RVCC professional standards policy and the City of Fort Smith Employee Handbook. Recommend and administer disciplinary measures as determined by the Executive Director, such as counseling and remedial training, when necessary.
Maintains Computer Aided Dispatching (CAD) System, performs routine upgrades to data base, and diagnoses problems that may be identified. Works with Western AR Planning and Developing District (WAPDD) to maintain accurate 911 address mapping for CAD. Coordinates periodic upgrades with the CAD system vendor as appropriate.
Maintains digital telephone recording system, diagnosing problems that may occur and either correcting the malfunction, or arranging for technicians to repair the problems. Prepares audio files of telephone or radio traffic for criminal prosecution or FOI request.
Develops, distributes, and maintains RVCC Policies, Procedures and SOPs. Update and explain new or changed policies to employees and answer questions.
Assists with interviewing and hiring new RVCC personnel.
Fills in as needed as a 911 telecommunicator and/or communications training officer. This includes routinely answering telephones and cover telecommunicators during breaks, vacation, illness, etc.
Evaluate the performance of telecommunicators through monthly quality assurance checks and yearly performance evaluations.
Maintains records, prepares summaries and reports of the activities of the RVCC as directed. Assists by providing statistical information to aid in staff and resource allocation decisions.
Regular attendance and timeliness are required.
SUPERVISORY RESPONSIBILITIES
Carries out supervisory responsibilities in accordance with the department’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; addressing complaints and resolving problems.
Performs supervisory duties for all 911 Telecommunicators. This includes the creation of employee schedules, assignment of duties, investigate complaints, evaluate complaints and provide disciplinary recommendations, enforce policy and procedures, and conduct yearly evaluations of employee performance.
May be required to be on call after business hours to aid with questions that may arise or instances requiring on-site supervision. May also be required to respond to situations after business hours.
Must be able to compile, calculate, and analyze statistical data to prepare reports.
Must be able to work independently and make decisions on a variety of tasks.
Working knowledge of RVCC policies, procedures, and those policies pertaining to non-uniformed employees as contained in the Human Resources Policy Handbook.
QUALIFICATION REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Qualifications
A High School diploma or GED is required.
Must possess a valid driver’s license.
A minimum three (3) years of experience as a public safety telecommunicator is required.
The ability to obtain ACIC Level I and II certification during the first year of employment is required.
Certified as Communications Training Officer (CTO) through APCO, NENA, or similar provider as approved by department director or be able to obtain training within 12 months of appointment.
Must be trained in tactical dispatch techniques or be able to obtain training within 12 months of appointment.
Preferred Qualifications
A minimum of five (5) years of experience as a 911 communications supervisor.
Associate’s degree from accredited college or university in Emergency Management, Public Safety Administration, Criminal Justice, Public Administration, Business Management, or related field.
One (1) year or more of Emergency Medical Dispatch experience or certification.
Telephone Cardiopulmonary Resuscitation (T-CPR) certification.
OTHER SKILLS AND ABILITIES The incumbent must be able to perform all of the duties and functions as defined in the job description for the City of Fort Smith. The incumbent must have excellent communications skills in both oral and written forms. Organizational skills and close attention to details are required to successfully perform this job. The incumbent must have thorough operational knowledge of the use of a personal computer system, electronic databases, as well as various software packages. The incumbent must have the ability to develop policies affecting the Communications Center, be able to create schedules, aid in RVCC budgetary needs, maintain records, and operate a variety of computer applications. The incumbent must be capable of planning and supervising the work of others while accurately interpreting Department policies and procedures. He or she must be able to compile, calculate, and analyze statistical data to prepare reports. The incumbent must be able to work independently and make decisions on a variety of tasks. The incumbent must have a working knowledge of all areas of police, fire, and/or EMS responsibilities. He or she must also be able to operate a multi-channel voice recording system and understand communication procedures and methods related to law enforcement, fire dispatching, and emergency medical dispatching. The incumbent should possess a thorough knowledge of Arkansas statutes, local ordinances, and applicable U. S. Supreme Court rulings and be able to apply those laws to everyday scenarios and situations. The incumbent should also have a working knowledge of RVCC policies and procedures, and those policies pertaining to non-uniformed employees as contained in the Human Resources Policy Handbook. He or she must also be familiar with the operations of the Fort Smith Municipal Court, Sebastian County District and Circuit Court, and the Sebastian County Detention Center.
POSITION DESIGNATIONS This position is designated as essential during inclement weather events. City services will be maintained during inclement weather, such as heavy snow or ice storms and all essential employees are expected to report to work due to the critical functions of the position. This position is not able to work remotely. This position does have the potential to drive as part of their regular job duties. This position is designated as a safety/security sensitive position and is subject to random DOT drug and alcohol screenings and/or non-DOT drug and alcohol screenings (a safety/security sensitive position is one in which a momentary lapse in attention may result in injury or death of another person).
PHYSICAL REQUIREMENTS Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions provided that those accommodations comply with the City of Fort Smith's Alternate Duty Policy. While performing the duties of this job, the employee must frequently stand, walk, talk and hear.
WORK ENVIRONMENT The work environment characteristics described here are representative of those the incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions provided that accommodations comply with the City of Fort Smith's Alternate Duty Policy. The noise level in the work environment while within the police department is usually moderate. Outside the police department, the noise level can be loud.
EMPLOYMENT SCREENINGS
Complete criminal and personal background investigation.
Fingerprint arrest/warrant history check.
Upon hire, will be required to pass Criminal Justice Information Security (CJIS) certification training.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee and/or applicant. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
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