Public Safety Telecommunicator Supervisor

Purpose of the position:

The purpose of this position is to perform administrative and supervisory duties in overseeing 911 telecommunications operations. The role supports the Operations Manager in implementing high-performance strategies to achieve departmental priorities, goals, and objectives.

Minimum Education, Training and/or Experience (required at time of hire): 

High school diploma or GED, and a minimum of two (2) years as a Public Safety Telecommunicator Assistant Supervisor with Buncombe County; OR a minimum of three (3) years of 911 telecommunicator experience that includes dispatching for Law Enforcement and/or EMS and Fire.

Additional Training and Experience:

APCO Communications Training Officer (CTO) Certification or equivalent

License or Certification Required by Statute or Regulation:

APCO Telecommunicator Certification, or equivalent.

Essential Functions of the position:

• Oversee squad daily operations, monitoring calls and providing technical guidance.

• Oversee compliance with divisional policies, procedures, and protocols.

• Perform quality control by listening and evaluating 911 calls and radio transmissions for compliance, to include coaching & feedback to employees.

• Maintain schedules to ensure adequate staffing levels

• Ensure all equipment is working properly, report any deficiencies, and serve as liaison for repair work.

• Investigate initial citizen complaints on members of the assigned squad.

• Serve as a Division of Criminal Information Assistant Terminal Agency Coordinator (ATAC)

• Coordinate with pre-trial services to monitor and track pre-trial release participants and violators.

• Receive emergency and non-emergency calls from the public through the emergency telephone system, obtaining pertinent information from callers to determine the nature and location of the emergency.

• Prioritize and dispatch calls for service for both emergency service disciplines (EMS/Fire and Law)

• Maintain accurate and timely records.

• Administer or make recommendations for routine personnel matters affecting subordinates.

• Perform other related duties as assigned.

Knowledge, Skills, Abilities:

• Knowledge of Federal Communications Commission rules and regulations concerning radio communications.

• Thorough knowledge of state and federal laws concerning use of criminal records.

• Thorough knowledge of departmental policies and procedures.

• Knowledge of the operation of a wide variety of communications equipment.

• Knowledge of the locations and capabilities of available fire, rescue, emergency medical units, and law enforcement units.

• Knowledge of the geographical layout of the County as to location of streets, important buildings, and other landmarks.

• Knowledge of the principles and techniques of supervision; Ability to supervise and coordinate the work of subordinates in a 24X7 operation.

• Ability to select appropriate emergency and non-emergency units to respond to situations in given areas of the county.

• Ability to communicate effectively with the public, maintain professional demeanor, and patiently give instructions.

• Ability to elicit information from callers and officers, including properly and quickly document information and actions.

• Ability to prioritize calls and requests.

• Ability to use a variety of computer and communications systems.

• Ability to make quick decisions based on information from callers and law enforcement officers.

• Ability to solicit information from and relay information to callers and law enforcement officers.

Buncombe County Government realizes the importance of a diverse professional workforce and the need to foster a responsive and innovative organizational culture, one that fully engages all of our employees, honoring and building on each employee's unique experiences, opinions, and perspective.

It is the policy of Buncombe County to provide equal employment opportunities (EEO) to all persons regardless of race, natural hair or hairstyles, ethnicity, creed, color, sex, sexual orientation, gender identity or expression, national origin or ancestry, marital or familial status, pregnancy, veteran status, religious belief or non-belief, age, or disability or any other legally protected class under federal or NC State law. EEO practices and employment decisions regarding recruitment, hiring, assignment, promotion and compensation shall not be based on any of these protected classes. In addition, the County expressly prohibits any form of workplace harassment or discrimination.