TELECOMMUNICATIONS SUPERVISOR - FIRE - 9015

GRADE - 115

PAY RANGE - $30.54 - $43.55/hr - plus a comprehensive benefits package

GENERAL STATEMENT OF DUTIES:

Supervises centralized communications agents in connecting Fire, EMS and related public safety personnel to emergency situations; performs directly related work as required.

DISTINGUISHING FEATURES OF THE CLASS:

The principal function of an employee in this class is to ensure a contact point for all public safety personnel and dispatch accordingly. The work is performed under the supervision and direction of the Telecommunications Manager - Fire or an assigned command officer but considerable leeway is granted for the exercise of independent judgment and initiative. Supervision is exercised over the work of employees in the class of Emergency Services Dispatcher - Fire. The nature of the work performed requires that an employee in this class establish and maintain effective working relationships with members of the public, public safety personnel and other law enforcement jurisdictions. The principal duties of the class are performed in a central communications center requiring constant attention to several communications sources at any given time.

EXAMPLES OF ESSENTIAL WORK:

• Provides supervision to communications staff, including scheduling, training and coordinating the work of other dispatch personnel;
• Oversees dispatch communications equipment to ensure all systems are in working order, notifies appropriate personnel as repairs are needed;
• Researches information for Fire personnel;
• Prioritizes needs for Fire Dispatch personnel within daily operations;
• Processes requests for emergency fire assistance received via emergency 911 telephone calls or by conventional telephone lines;
• Supervises and makes entries of data into Computer Aided Dispatch system based on emergency calls for fire service.
• Receives and dispatches radio transmissions on Fire and EMS information channels;
• Maintains computerized and manual logs and records of emergency 911 calls received and the nature of each dispatch;
• Enters information into the computer system through the use of LANCER, NCC and related systems in connection with wanted persons, stolen vehicles, securities, weapons and related property;
• Transfers calls to proper local, State and Federal officials as necessary or appropriate;
• Handles various emergency situations over the telephone dealing with emotions, injured and victimized persons and is responsible for ascertaining the crucial information needed in the given situation and relaying this to the proper division without delay;
• Responds to all incoming radio transmissions from fire department personnel;
• Answers all 911 call for emergency Fire service, dispatches Firefighting equipment and personnel in response to emergency 911 calls and supervises other Communication Center personnel as they perform these same duties;
• Dispatches, locations various types of criminal and fire alarms as soon as they are received and supervises others as they perform these same duties;
• Processes personal and official communications for public safety personnel on duty as necessary;
• Requests, receives and transmits information from other City Departments or outside agencies and makes this information available as needed by Fire officials;
• Responsible for current updated map(s) of all the geographical features of the City and is responsible for memorizing constant changes and making those changes available to subordinates;
• Perform maintenance on all communications equipment to ensure proper use during emergency situations;
• Gives emergency treatment assistance to the general public as necessary;
• Operates radio consoles alarm receiving and transmission equipment, telephones, facsimile, switchboards, traffic control and other related systems and equipment;
• Completes and maintains reports and records;
• Performs duties during multiple alarms and other emergency incidents as designated by superiors;
• Tests fireboxes;
• Conducts weekly pager tests;
• Provides information to the Communication Technicians in designating problems within the communications system;
• Monitors agencies in the field performing diagnostic work on fire alarm systems;
• Operates Opticom system to assure safe passage of emergency vehicles;
• Performs searches with partial data to identify persons and vehicle registration;
• Provides guidance and demonstrations to new employees in similar positions;
• Keeps supervisors informed of work progress, issues, and potential solutions;
• Attends meetings and training to stay current on relevant practices and developments;
• Responds to citizen inquiries courteously and promptly;
• Coordinates regularly with others to enhance interdepartmental efficiency; and
• Performs additional duties as required by the classification.

REQUIRED KNOWLEDGE SKILLS AND ABILITIES:

• Comprehensive knowledge of computer information retrieval of Fire radio communications operations, NCIC computer, CAD system and computer information entry procedures;
• Thorough knowledge of the geographical area of the City of Manchester;
• Substantial knowledge of Fire Department and EMS activities, purposes and procedures;
• Skill in the use of radio, alarm, data processing, telecommunications and related equipment used in emergency communications operations;
• Ability to maintain a professional demeanor with citizens and public safety personnel under a variety of extremely high-pressure situations;
• Ability to advise and direct Fire personnel and to quickly disseminate crucial information in a clear, concise and understandable manner;
• Ability to draw out needed information from persons involved in all types of emergency situations;
• Ability to determine the extent of emergency situations;
• Ability to make independent judgements in emergency situations;
• Ability to explain emergency treatment assistance during emergency operations;
• Ability to complete preventative maintenance and testing duties on radio, telecommunications, alarm and date processing equipment;
• Ability to handle multiple tasks at any given time and to prioritize activities according to emergency needs;
• Ability to handle confidential information with tact and discretion;
• Ability to perform computer entry duties with speed efficiency and accuracy;
• Ability to quickly learn geographical information and be able to communicate this information to needed personnel and members of the public;
• Ability to communicate effectively with others, both orally and in writing, using both technical and non-technical language;
• Ability to establish and maintain effective relationships with supervisors, firefighting, police and emergency medical personnel, municipal officials and the general public;
• Ability to understand and follow oral and/or written policies, procedures and instructions;
• Ability to prepare and present accurate and reliable reports containing findings and recommendations;
• Ability to operate or quickly learn to operate a personal computer using standard or customized software applications appropriate to assigned tasks;
• Ability to use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions;
• Ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines;
• Ability and willingness to quickly learn and put to use new skills and knowledge brought about by rapidly changing information and/or technology;
• Integrity, ingenuity and inventiveness in the performance of assigned tasks.

ACCEPTABLE EXPERIENCE AND TRAINING:

• Graduation from High School or possession of a GED, preferably supplemented by additional training in dispatch operations and considerable experience in the operation of communication and emergency service;
• Three to five years of experience at the level of Emergency Services Dispatcher; or
• Any equivalent combination of experience and training which provides the knowledge, skills and abilities necessary to perform the work.

REQUIRED SPECIAL QUALIFICATIONS:

• Valid Driver’s License.

ESSENTIAL PHYSICAL ABILITIES:

• Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively in emergency situations with an attention to time constraints;
• Sufficient vision or other powers of observation, with or without reasonable accommodation which permits the employee to operate and monitor a computerized communications system;
• Sufficient manual dexterity with or without reasonable accommodation, which permits the employee to operate a keyboard, several phone lines and other communications equipment;
• Sufficient strength and endurance, with or without reasonable accommodation to lift, carry and move objects, through a full range of motion, up to 10 pounds occasionally, 5 pounds frequently and 2 pounds consistently;
• Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to operate in the communications center environment.