Dispatch Operations Coordinator

Position Title: Dispatch Operations Coordinator

Status: Full-Time Position

Division: Emergency Services

Union Affiliation: Non-Union

FLSA Status: Exempt

 

JOB SUMMARY

Under administrative direction, plans, organizes, directs, reviews, and evaluates day-to-day dispatch center operations, programs, personnel, and activities.  Develops, recommends, and implements policies and procedures, ensures compliance with federal and state rules and regulations, provides counseling and direct services to consumers and administrative support to managers, division directors, and other functional groups within the Sheriff's Office.  Provides professional and technical training, assistance and support to dispatch staff and other Sheriff's Office staff; performs related work as assigned.  Promotes and provides quality service.

EXAMPLES OF DUTIES

  • Assists in the development, implementation, and evaluation of dispatch center programs, goals, objectives, policies, prodecures, and work standards.
  • Plans, assigns, directs, reviews, documents, and evaluates the work of dispatch center personnel.
  • Provides for the training and professional development of dispatch center personnel
  • Directly supervises dispatch center day-to-day service and operations
  • Develops, maintains and monitors staff scheduling and related human resource functions including, but not limited to the submission of payroll documents
  • Monitors and evaluates service quality to ensure compliance with service and procedural standards including but not limited to investigation of complaints with recommendations for corrective action
  • Coordinates dispatch center operations and activities with Sheriff's Office leadership and other agencies to ensure seamless and integrated operations and customer service
  • Coordinates dispatch response to major incidents and planned details
  • Acts as a liaison to and represents the Sheriff's Office with various County departments, state, and local government organizations, and consumers as assigned or directed
  • Plans and conducts reviews and studies of dispatch center operations and activities.  Gathers and analyzes information and data, evaluates alternatives and makes recommendations regarding operations and service delivery, and prepares narrative and statistical reports of findings
  • Develops, revises, and implements policies and procedures, forms, reports, and business processes improvements in accordance with Sheriff's Office expecations, contracts, and agreements and federal and state regulations
  • Serves on teams, committees, or other groups related to public safety emergency communications and Sheriff's Office operations
  • Assists in aspects of budget preparation and financial management
  • Monitors equipment and dispatch center technology to ensure proper operation and function
  • Serves as Law Enforcement Information Network (LEIN) Terminal Agency Coordinator (TAC)
  • Uses standard office equipment and computers as well as specialized Enhanced 9-1-1, 800 MHz, and other dispatch and communication technologies in the course of the work
  • Performs all other related duties as assigned

The above statements are intended to describe the general nature and level of work bening performed by employees assigned this classification.  They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

 

EMPLOYMENT QUALIFICATIONS

Knowledge of:

  • Principles and practices of employee supervision, leadership and basic contract administration
  • Basic principles of public administration, including the functions of elected and policy making Boards and Commissions
  • Basic principles of program development and implementation
  • Basic budgeting and financial management principles and practices
  • General and financial research, data, and record keeping information management and analysis; report preparation techniques
  • Office administrative principles and practices, including the operation of standard office equipment
  • Basic public information and presntation techniques
  • Computer applications related to the work

Skill in:

  • Planning, organizing, directing, and reviewing the work of others
  • Interpreting, applying, and explaining complex loaws, policies, and regulations
  • Analyzing complex administrative and operational problems, evaluating alternatives and implementing sound recommendations
  • Collecting, analyzing, interpreting and evaluating varied information and data
  • Setting priorities, coordinating multiple projects and meeting deadlines
  • Using sound, independent judgment within established policy and procedural guidelines
  • Effective interpersonal communication
  • Training others and providing for their professional development
  • Maintaining accurate records and files
  • Planning and conducting efficient and effective meetings
  • Establishing and maintaining effective relationships with those contacted in the course of the work
  • Working cooperatively and effectively within a team and the larger organizational setting

 

LICENSES AND CERTIFICATIONS

  • Must possess a valid driver's license and be able to work at any designated work site
  • Must meet qualifications to be a LEIN (Law Enforcement Information Network) operator
  • Dispatcher Certification from the Associated Public Safety Communications Officers or the Michigan Commission on Law Enforcement Standards is preferred

PHYSICAL DEMANDS

Duties require sufficient mobility to work in a normal office setting and use standard office equipment including a computer, vision to read printed materials and a computer screen and hearing and speech sufficient to communicate in person or over the telephone.  Must be able to bend, reach and lift up to twenty-five (25) pounds.

 These requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.

EDUCATION

  • Documented coursework or training in public safety, communications technology, public administration or business, or a closely related field is preferred.
  • Possession of a Bachelor's degree or other advanced degree(s) or certificate coursework in a related field is also desirable. 

EXPERIENCE

Three (3) years experience as a 9-1-1 Center dispatcher and an additional one (1) year of 9-1-1 training or supervisory experience in a public agency or comparable setting, or a similar combination of related work and experience is required. 

  

This class description intends to identify the major duties and requirements of the job and should not be interpreted as all inclusive.  Incumbents may be requested to perform job-related duties other than those outlined above and may be required to increase specific job-related knowledge for successful job performance.

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