911 Operations Supervisor

Job Title: 911 Operations Supervisor
Reports To: Assistant Operations Manager
FLSA Status: Non-Exempt
Job Type: Full Time, In Office
Starting Salary: $32.54/hour – scheduled 84 hours in a two-week period, with additional scheduled overtime hours for training and shift preparation; additional management meetings and training will be periodically scheduled and paid in accordance with law and policy. Squad Assignment: May be assigned to any squad, based upon the needs of the agency .
First Responder/Essential Employee Status: This position is defined as first responder according to the Federal Labor Standards Act and the intentions of the Louisiana Revised Statutes 33:9103 and 33:9124. This position is designated as Emergency Personnel and will be required to report for duty during declared emergencies of any size. Failure to report could result in immediate dismissal.

Job Purpose/Summary of Position
To provide direct oversight to the daily operations of the Communications Center. This position provides front-line supervision to all operations staff.

Position Responsibilities

- Under the direction of an Operations Manager, directly supervises on-duty Emergency Communications Specialists.
- Ensures compliance with all agency standard operation procedures.
- Creates daily staffing schedules and coordinates the management of additional staffing resources.
- Process notifications to public safety partners when certain incidents meet the established criteria.
- Briefs the agency's leadership team on incidents in progress when requested.
- Reviews and approves electronic timecards.
- Utilizes the agency's performance management program to hold staff accountable and foster growth.
- Works closely with the Training & Compliance Division on training of staff and investigations.
- Keeps required certifications current and completes in-service training as directed
- Ensures that training of staff meets and exceeds the minimum levels set forth by statue, industry best practices, or established standards published by the Association of Public Safety Communication Officials (APCO), the National Emergency Number Association (NENA) and/or the Commission on Accreditation of Law Enforcement Agencies (CALEA).
- Coaches, counsels, disciplines subordinates.
- Assists in the interpreting of agency policies and procedures to employees, user agencies and the public.
- Promotes and participates in OPCD’s Quality Assurance (QA)/ Quality Control (QC) program.
- Reviews QA reports with Emergency Communication Specialists and provides counseling/training/discipline.
- Counsels’ employees regarding work habits, behavioral problems, and other matters affecting employee work performance, and may issue discipline in the form of oral and written reprimands per agency policy.
- Possesses a high level of knowledge and understanding of the agency's policies and procedures and other appropriate manuals that provide thorough knowledge of 9-1-1 operations and procedures.
- Solid understanding of protocols from the International Academy of Emergency Dispatch (IAED).
- Maintains a high level of knowledge and skill regarding the equipment, policies, procedures, and techniques of 9-1-1 call taking and dispatching.
- Proficient in all related duties of an Emergency Communication Specialist.
- May serve as a Emergency Communication Specialist as needed.
- Proficient at operating a variety of 9-1-1 communications equipment, including radio consoles and paging units, multiline telephone system, logging recorder, CAD software, computer software programs, and other equipment.
- Maintains confidentiality.
- Able to relieve Operations Manager for short periods of time.
- Performs other duties as assigned.

Basic Qualifications (Required Skills/Experience)
- High school graduation or G.E.D required
- Minimum of one (1) year of dispatch experience in an ECC, dispatching for one or more of the police, fire, or EMS agencies.
- Completion of ICS 100, ICS 700, ICS 200, and ICS 800 (Must be listed on resume) and updated in Quickbase.
- Must have a current certification as an emergency medical, police and/or fire dispatcher; or demonstrate the ability to obtain certification(s). Certification must be maintained while this position is held.
- Must be able and willing to work all shifts, including weekends and holidays. You may be re-assigned at any time based upon the agency's need.
- No adverse actions within six (6) months.

Preferred Qualifications (Desired Skills/Experience)

- Associate’s degree
- Previous Supervisory Experience
- Completion of IS 300, IS 400 (Must be listed on resume)
- Must be able to exercise good judgment and decision making under high stress conditions.
- Must be able to react calmly to emergency situations and correctly prioritize simultaneous demands for the same resources.
- Must be able to manage employees and personnel problems effectively and professionally as they arise
- Must have strong verbal and written communications skills.

Physical Requirements
Tasks require the ability to exert light physical effort, which may involve occasional lifting, bending, kneeling, stooping, pushing, or pulling of objects. Ability to accurately keyboard at 35 wpm with 100 percent accuracy, verified through onsite assessment. Tasks require the ability to view computer screens for long periods of time, sufficient visual acuity to perform essential job functions, with or without correction is required. Work involves hearing and repetitive listening to emergency calls, adequate hearing ability to perform essential job functions is required.

Drug Free Workplace
OPCD is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol.

Shift
This position is designed for twelve (12) hour shifts, giving a scheduled paid lunch break for on-site lunch, with the schedule set on a two-week cycle day-of-week assignment with a particular shift. Additional routine training will be scheduled in addition to this routine work shift with advanced notice. This shift may be day or night shift as the OPCD is a 24/7 operation for life-safety support for the City of New Orleans. There may be expectations for nights or weekends as circumstances and operations require. The incumbent must be able to work all shifts. Time of shift may be re-assigned at any time based upon the agency's need. Reporting to work during major events and/or declared disasters is expected. This position is required to be primary employment. Conflicts created by secondary employment or a failure to disclose other employment may result in termination.

Additional Information for Prospective Candidates
This job description does not contain a comprehensive listing of activities, duties or responsibilities that are required for this position. Duties, responsibilities, and activities may change at any time with or without notice as required to fulfill the organization’s mission.

The Orleans Parish Communication District is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

The Orleans Parish Communications District provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the Orleans Parish Communications District complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. The Orleans Parish Communications District expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of The Orleans Parish Communications District’s employees to perform their job duties may result in discipline up to and including discharge.

One City, One Agency, One Mission