Posting number: 268078-01
Department: Police
Division: Office of Emergency Management
Job classification: PUBLIC SAFETY DISPATCH SUPERVISOR
Posting type: Open
Categories: Law Enforcement, Fire & EMS, Customer Service, Dispatch, 911 Telecommunications, Emergency Management, Communications
Supervises the shift operations of the Public Safety Communications Center that provides call answering services for City 9-1-1 emergency and non-emergency public safety phone lines and radio dispatching for local police, fire, and emergency medical service radio dispatching.
Selects, trains, supervises, and evaluates Public Safety Dispatchers to ensure the completion of emergency response responsibilities and duties.
Oversees and coordinates the daily operations of 12-hour Communications Center shift including but not limited to assigning shift duties, coordinating staff during complex emergency events, and working with public safety personnel to resolve issues and concerns.
Oversees Communications Training Officers’ progress in training new personnel, assisting with trainer and trainee oversight and coaching.
Contributes to the long-range planning for the Communications Center and Office of Emergency Management, including staffing and training plans.
Attends multi-agency coordination meetings, as required.
Assists in the maintenance of a Quality Improvement Program for radio and telephone communications within the Communications Center, including providing coaching and writing evaluations for public safety dispatchers.
Reviews public safety reports for complete and accurate data entries.
Evaluates effectiveness of schedules and equipment. Reports issues and deficiencies to leadership team and suggests potential solutions.
Investigates complaints and makes recommendations regarding appropriate course of action and participates in coaching or discipline.
Makes arrangements to ensure safe staffing to support Communications Center and first responders during unexpected scheduling challenges.
Responds to citizen and departmental concerns, providing empathetic customer service.
Has basic awareness of dispatcher wellness practices and helps to identify and mitigate dispatcher stressors and build team resilience.
Performs routine radio and dispatch equipment testing, diagnosis of problems, and reports unresolved issues.
Identifies and may request materials and supplies, as needed. Reports facilities concerns as identified.
Monitors appropriate police, fire, and ambulance agencies' emergency radio systems.
Monitors and assigns facilities/equipment cleaning and maintenance duties to Communications Center personnel and partner agencies.
May assist in the preparation of management reports.
May be required to function as a call taker or radio operator for relief or as needed during shift or on a full shift basis, as needed.
May be assigned to administer Emergency Medical Dispatch (EMD) in-service and other continuing education training.
Performs other related duties, as assigned.
Principles of supervision
Emergency dispatching procedures and techniques
Radio communications protocols and techniques
Computer Aided Dispatch software and desktop computer operations
Technical and operating principles, practices, and problems in public safety communications systems
Emergency Medical Dispatch protocols and dispatch algorithm procedures
Law enforcement and related public safety agencies providing emergency services
Customer service techniques
Awareness of dispatcher wellness practices and helps to identify and mitigate dispatcher stressors and build team resilience.
Principles and techniques of conflict resolution
Principles of training in all dispatch skillsets
Select, train, evaluate, and supervise assigned staff
Analyze problems and assist in developing policies and procedures
Communicate effectively, both orally and in writing
Learn and develop a high level of proficiency in new computer software applications
Learn fire and police equipment and resource capabilities and develop strategy for various types of fire and rescue emergencies
Use independent judgment and make sound decisions consistent with the communication center’s mission, values, philosophies, policies, and procedures
Respond to and resolve difficult and sensitive citizen inquiries and complaints
Compile, maintain, process, and prepare a variety of records and reports
Establish and maintain effective and cooperative working relationships with City employees and the public
Work within an established chain of command organizational structure and accept constructive criticism
Provide effective customer service
Develop and recommend policies and procedures related to dispatch operations
Typing a corrected speed of 40 words per minute
Making tapes/audio files and composing incident reviews
Using a personal computer and applicable software applications
Education: Graduation from high school or the equivalent and completion of an associate’s degree or the equivalent in communication systems, criminal justice, or a related field. Additional qualifying experience may substitute for the educational requirement on a year for year basis (successful completion of 30 units is equal to one year of the additional required work experience).
Experience: Four years of recent, paid and progressively responsible dispatching experience in a police, fire, or combined fire/police emergency communications environment, including one year of experience training, leading, or supervising dispatchers.
Possession of a valid class C driver license or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions. Must obtain and thereafter maintain a POST basic dispatcher certification within twelve months from date of hire. Must obtain and maintain possession of a valid Emergency Medical Dispatch certificate within six months of the date of hire.
Work is performed indoors in an office environment. Wearing a uniform is required. Use of a headset (to listen and respond to radio transmissions), and computer keyboard is required. Stressful conditions may occur when dispatching and responding to emergency and non-emergency calls. Must deal with a wide variety of individuals. Physical demands include sitting for long periods of time in front of a video display terminal in confined quarters. Holiday, weekend, and night work is required. May be required to work mandatory overtime and remain at work during any type of emergency activations.
HOW TO APPLY: Applicants must file a clear, concise, on-line completed City Application with the Human Resources Department by the filing deadline.
NOTE: Only permanent employees are eligible for a transfer. Employees submitting transfer applications must notify the recruitment analyst via email upon submission of their application.
You must upload a copy of your college-level transcripts or degree to your online application. Applicants who indicated receipt of college-level coursework from a foreign institution must provide United States credential equivalency verification along with a copy of your transcripts. All materials must be received in the Human Resources Department no later than close of business on the application closing date. Failure to do so will result in your application being disqualified.
If you would like for your typing certificate to be considered, candidates must provide proof of required typing skill of 40 wpm net (gross minus number of errors), you must attach the typing certificate to the application. The typing certificate must be five minutes in length and issued by an accredited school or agency, dated no later than one year prior to the final filing date listed on the job announcement. If you do not have a valid, recent typing certificate, a typing exam will be administered to you should you pass the application process.
SELECTION PROCESS: An on-line City application and required supplemental questionnaire must be completed to be considered for this position. All applicants will be reviewed and only those candidates determined to be most qualified for the position on the basis of experience, training and education, as submitted, will be invited to participate further in the selection process. Resumes, CVs and cover letters are not reviewed as part of the application screening process. Testing will consist of the following:
Training and Experience Evaluation - Qualifying
Typing Exam/Certificate - Qualifying
In-Person Oral Interview - 100%
BACKGROUND INVESTIGATIONS: Candidates who have successfully completed all prior phases of the selection process will be subject to a thorough background investigation.
NOTE: If three or more qualified City employees apply and pass the examination, a promotional list will be established in addition to an open-competitive list. If fewer than three qualified City employees pass the examination, the appointing authority in accordance with the City's civil service rules and regulations, can decline to use a promotional list, in which case a promotional list will not be established for this position.
The City of Santa Monica is a progressive, inclusive and culturally-rich community. As leaders in public service, we strive to be an employer of choice by attracting and retaining a highly-talented workforce where people of diverse races, religions, cultures and lifestyles thrive. Our goal is to create a welcoming and inclusive environment where our staff are empowered to perform at their highest level and where their differences make a positive impact.
The City is an equal opportunity employer and strives to build balanced teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law. We aim to create a workplace that celebrates and embraces the diversity of our employees. Join us!
REQUESTS FOR ACCOMMODATIONS: Special assistance with the application and examination process is available, upon request, for persons with disabilities. Call (310) 458-8246 (Hearing Impaired Only).
Please note the request for reasonable accommodations must be made to Human Resources at least three work days prior to the examination.
Santa Monica is an 8.3 square mile city situated at a gateway to the Pacific Ocean on the west side of Los Angeles County. Offering an environment of unparalleled natural beauty, the city is home to a mix of residential communities, commercial districts, and recreational and art venues. Named by National Geographic as one of the Top 10 Beach Cities in the World, Santa Monica is home to three miles of wide beaches and the Santa Monica Pier, and attracts over 6 million visitors annually. Santa Monica’s residential population is approximately 90,000, increasing to an estimated 250,000 during the day with visitors and employees.
The City of Santa Monica is a national leader in environmental, economic and social sustainability. The City has reduced water usage community-wide and is working toward water self-sufficiency by 2020, has increased solar capacity, and has adopted policies prohibiting single-use plastic bags and motorized leaf blowers to promote sustainable practices.
Partnerships with local schools and Santa Monica Collage have created top-notch educational institutions, complemented by public libraries that are rated among the nation’s best. Outstanding educational opportunities are a prime reason that families choose Santa Monica.
Learn more at www.santamonica.gov and follow the City on Twitter (@santamonicacity).
