The purpose of this job/class within the organization is a management position responsible for overseeing the operations of Pafford of Oklahoma’s emergency communication center.  General duties will include the planning, organizing, directing and overall supervision of the dispatch center; serving as a liaison with other public safety agencies and the general public; and performs other related operational and administrative duties as required. 

ESSENTIAL JOB FUNCTIONS

• Directs and manages the staff and activities of the 911 Communications Center

• Advises staff on difficult issues and makes decisions on exceptional situations to manage and implement appropriate services and assistance

• Provides effective supervision of assigned staff to include hiring, training, scheduling development, performance management, employee relations, prioritizing and assigning work and related activities

• As a member of the management team, supports the mission, goals, objectives, policies and rules to ensure organizational consistency and efficiency of the local/company operations; participates in local management meetings to ensure strategic operational goals are met

• Evaluates performance and provides for staff discipline or retraining as required

• Develops and implements goals, objectives, policies, procedures and work standards for the center responsibilities, recommends and implements call taker and dispatcher protocols, develops and updates the communication section of the company’s state disaster plan, informs the staff of changes involving personnel, policies, procedures and protocols

• Performs routine quality assurance reviews and recommends corrective measures where indicated

• Provides for the installation, upgrading, maintenance, operation and staff training for all computer-aided dispatch hardware and software

• Coordinates the dispatch services of the division with the requirements of the other County/City departments and districts

• Provides input into improved office procedures and implements such procedures upon adoption

• Acts as division liaison and represents the division and the communications functions with meetings with other County departments and local, State and Federal agency representatives

• Maintains or directs the maintenance of records for the communications functions

• Prepares a variety of periodic and special reports as required

• Personally responds to and coordinates the division’s response to emergency situations

• Oversees the operation of or personally operates mobile equipment in emergency situations

• Uses standard office equipment in the course of the work

   PREFERRED QUALIFICATIONS

• Bachelors degree from an accredited college or university in a related field (Communications, Public Safety, Emergency Management, Homeland Security, Computer Science), or equivalent experience and training

• Minimum of six (6) years of related EMS/911 experience with two (2) years as a 911 Telecommunications Supervisor; or an equivalent combination of education and experience.

• Public Safety Telecommunicator 1 Certification or higher

• Emergency Medical Dispatch Certification;

• Emergency Dispatcher Quality Assurance Certification within 1 year of hire; and

• Valid Driver’s License.

• Current CPR card

Knowledge, Skills and Abilities:

• Knowledge of all 911 communications center operations, activities and systems;

• Knowledge Telecommunications Device for the Deaf (TDD), CAD, and related systems;

• Knowledge of 911 system and related laws and regulations;

• Knowledge of 800Hhz radio system and related equipment;

• Knowledge of card entry access systems;

• Knowledge of logging recorder software;

• Knowledge of applicable Emergency Medical and Fire Dispatch programs, standards and guidelines;

• Knowledge of Oklahoma City and the surrounding Metro areas geography and jurisdictional boundaries;

• Knowledge of emergency communications equipment;

• Knowledge of effective principles and practices of employee supervision and staff development;

• Ability to effectively lead, supervise, train and evaluate assigned staff;

• Ability to troubleshoot Communications Center equipment, CAD, phone system, radios, consoles, logging recorder, and other related equipment;

• Ability to direct and oversee the activities of groups of employees;

• Ability to think, act, and speak clearly, quickly, and calmly in emergency situations;

• Ability to prioritize calls according to level of need and importance;

• Ability to effectively communicate with persons who are faced with life-threatening situations;

• Ability to answer multi-line telephones, including 911 lines and radio traffic simultaneously;

• Ability to operate a personal computer using standard or customized software applications appropriate to assigned tasks; and

• Ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time sensitive deadlines

Physical Demands and Work Environment:

Regular and consistent attendance in a rotating shift environment is required. Work is performed primarily in an office environment, but does involve driving a passenger vehicle, hearing alarms and multiple voice conversations simultaneously, keyboarding, lifting up to 25 pounds, long periods of sitting, keyboarding, speaking calmly and clearly,

viewing monitors, standing, stooping and/or twisting.