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Company Name : County of Lancaster
Location : Lancaster, PA
Position : 9-1-1 Communications Supervisor
Job Description : Develop, maintain, schedule training and continuing education programs and presentations for LCWC staff.
REPORTING RELATIONSHIPS
Work is performed under the general supervision of the 9-1-1 Operations Manager.
ESSENTIAL JOB FUNCTIONS
Demonstrates the ability to operate basic computer applications.
Maintain a current training and continuing education process that meets or exceeds state/national standards.
Presents all new hires with departmental training program, which includes, but is not limited to the NAED,
Emergency 9-1-1 Telecommunicator Course Certification, Hazmat Awareness, NIMS IS100&700, NCIC, JNET, and National Missing and Exploited Children.
Ensures staff maintains current certifications including, but not limited to, CPR, EMD, and PEMA.
Responsible for the entire application and testing process of all prospective employees.
Must perform work that involve multiple priorities, complex and numerous tasks, deadlines, constant communication across organizational boundaries, limited resources, with little if any precedents or guidelines.
Must perform competent decision-making in fast-paced multi- task situations, which will directly impact on the systems used by LCWC and the service provided by LCWC
Provides supervision of staff in accordance with acceptable business practices.
Employee must be able to identify and intervene in high-rish behavior.
Maintains adequate staffing at all times while considering redeployment of personnel to allow for cross training.
Must maintain skills to assist in the Communications Center at a 9-1-1 Communications Supervisor Level.
OTHER SPECIFIC TASKS OR DUTIES
Must present a proper appearance in accordance with LCWC Handbook Section 2.4.
Project a positive image when interacting with the general public and municipal, county, state and federal officials and agencies.
Review and research continuous education opportunities for in house training.
Ensures that all staff have access to documents to perform their jobs.
Maintains confidentiality with regards to business conversations, personnel files, departmental correspondence, and meeting minutes.
Monitors compliance to established policies and procedures. Brings shortcomings to the attention of next level of management.
Investigate complaints received pertaining to staff actions. Complete all appropriate paper work for the complaint and report findings and recommendations to the management staff.
Ensure requests received on both emergency and non emergency telephone lines and radios are handled in the most expeditious manner.
Particpates in Telecommuncator Probationary retention meetings.
Must be supportive and cooperative with LCWC staff, public safety agency personnel, public officials, news media, and the general public at all times.
For those employees under his/her charge administers corrective action, when needed.
MINIMUM QUALIFICATIONS
High School Diploma or equivalent.
Five years experience in a PSAP as a 9-1-1 Telecommunicator 3 or equivalent position.
Any equivalent combination of experience and training which provides the required knowledge, skills and abilities may be substituted year for year.
KNOWLEDGE, SKILLS AND ABILITIES
Exhibits strong teamwork skills and must process co-workers input both positive and negative, in a professional manner.
Employee must be able to adapt to an ever -changing work environment and must be able to talk out differences and express opinions with staff.
Employee must demonstrate minor computer and phone system trouble shooting techniques.
Must be able to provide your own transportation to meetings, appointments, and able to to access those locations with reasonable accommodations.
Required to work outside of normal buisiness hours to attend meetings or in an emergency situation.
Maintains regular and predictable attendance in accordance with LCWC Employee Handbook Section 7.1.
Thorough knowledge of the mission of public safety communications.
Ability to communicate and work with training organizations, public safety agencies, media and staff.
Knowledge of CAD, telephony, and all other equipment, systems, and materials used by 9-1-1 Telecommunicators.
REQUIRED LICENSES/CERTIFICATIONS/CLEARANCES
Maintain current CLEAN, JNET, CPR Instructor, EMD, Basic Telecommunicator Course Instructor, ENP Certification, and Comprehensive Standarized Training Program Instructor. Must obtain required certifications within two (2) years of attaining the position.
Must maintain PSAP State Certifications.
Must possess a valid Pennsylvania Class “C” operator’s license.
A person in this position may not have been convicted, plead guilty, or plead no contest to a felony or serious misdemeanor.
Must consent to and pass a drug screening.
Must attend Successful Supervision Classes within two years of accepting this position.
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT
An employee in this class must be able to communicate, sit, stand, walk, reach and twist frequently. Employee will assist with office equipment maintenance as well as other’ computer and building systems. Employee must be able to sit and stand for extended periods of time. Therefore, employee must be able to pull, push, kneel and squat occasionally. Lifting up to 10 pounds will be performed frequently.
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