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Emergency Communications Operations Supervisor

Company: Aurora 9-1-1 Emergency Communications
Location: Aurora
Posted on: June 17, 2022

Job Description:

Summary of Job Duties
Salary to commensurate with experience.

The hiring range for this position is $67,495 - $84,369 AnnuallyAll applications must include a Cover Letter and Resume
Applications will be screened on a First come, First served basis. This recruitment is set to be closed on June 3rd, 2022 at 5:00pm.

City of Aurora, ColoradoIt is an exciting time to work for the City of Aurora, we're growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity, Respect, Professionalism, and Customer Service, and we welcome all who share these values to apply. Why Work for Aurora?


  • Make a difference in the lives of real people every day
  • Diverse community
  • Competitive total compensation package
  • Well-Funded General Employees Retirement Plan
  • Light rail station minutes away
  • On-site fitness center and overall employee well-being programs
  • Internal educational programs to assist with career advancement
  • Access to innovation work spaces

    OVERVIEW OF POSITION / DEPARTMENTThe Mission of Aurora911 is to get the Right Resources to the Right Place at the Right Time, for Everyone, Every Time.Aurora911's Vision: Through our team's dedication, innovation and unity, Aurora911 will be a nationally recognized leader in transforming emergency and non-emergency communication services. As an empowered and creative team, we will continuously identify new and transformative ways to connect our community with the resources necessary to thrive. We will accomplish these goals through continual investment in our employees' professional success, engagement and satisfaction through an intentional focus on people, partnerships and processes.Aurora911 is staffed by public safety professionals who are trained to answer and triage 9-1-1 and non-emergency telephone calls, as well as dispatch police, fire, paramedic, and alternative response resources. Our dedicated 9-1-1 professionals gather and analyze critical life-safety information from callers and send the information via computer to police, fire and or paramedic dispatchers who are responsible for coordinating the response of field responders. The Aurora911 team works in partnership with Aurora Police Department, Aurora Fire Rescue, Falck ambulance, Aurora Mobile Response Team, Information Technology, and other city departments to ensure the safety and quality of life for residents, businesses and visitors in the City of Aurora.Aurora911 processes 9-1-1 and non-emergency calls from the citizens and visitors in the City of Aurora. Approximately 500,000 telephone calls for service are received annually, the majority of which result in the dispatch of police, fire, rescue, or emergency medical responders.The Emergency Communications Operations Supervisor supervises, assigns, reviews and participates in the daily work of staff responsible for providing emergency communications and dispatch services within an assigned team or shift; ensures work quality and adherence to established laws, ordinances, policies and procedures, and compliance with performance measures/service level standards; and participates in the daily supervision of communications center operations.SUPERVISION RECEIVED AND EXERCISED

    • Receives direction from an Operations Manager
    • Exercises direct and indirect supervision over assigned emergency communications staff.


      Despite the changes in Colorado law, the City of Aurora maintains a drug free workplace. A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.To be employed by the Aurora911 you will need to successfully pass a background check, polygraph test, and fingerprint screening, along with other conditions of employment; drug test and verification of employment. PRIMARY DUTIES & RESPONSIBILITIES

      • Plan, prioritize, assign, supervise, and review the work of assigned staff; participate in the selection of assigned staff; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline procedures.

      • Establish schedules and methods for providing public safety dispatch services; identify resource needs; review needs with appropriate management staff; allocate resources accordingly.

      • Recommend and assist in the implementation of goals and objectives for assigned programs and functions; implement policies and procedures; evaluate operations and activities of assigned responsibilities; recommend improvements and modifications.

      • Participate in the development and implementation of goals, objectives, policies, procedures and priorities for assigned programs; recommend improvements and modifications.

      • Operate and maintain communications center equipment including radio systems, computer aided dispatch and emergency 911 telephone equipment; software programs; generate reports from computer aided dispatch and archived recordings, troubleshoot and report equipment issues through prescribed channels.

      • Respond to citizen inquiries, requests and questions regarding public safety telecommunications services; record and research complaints.

      • Prepare and conduct periodic testing and quality assurance to ensure that all staff are proficient in areas of assignment.

      • Monitors supplies and operational resources, and replenishes inventory as required.

      • Prepare and maintain a variety of records, reports, and logs.

      • Serve as liaison with various public safety agencies to determine telecommunications and dispatch needs, address concerns of users and maintain a cooperative working relationship.

      • Perform other duties of a similar nature or level.


        MINIMUM QUALIFICATIONS
        Education/Experience Equivalency: An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered.

        Education:


        • High School Diploma or GED; supplemented by specialized training in public safety communications or a related field.



          Experience:

          • Three (3) years of progressively responsible experience in a 911 Public Safety Communications Center
          • One (1) year of experience as a lead worker or trainer

            Licenses and Certifications:

            • NCIC/CCIC certification
            • CPR/First Aid certification
            • NIMS certification
            • Emergency Medical Dispatcher (EMD) certification
            • The ability to acquire Emergency Fire Dispatcher (EFD) certification
            • The ability to acquire Police Dispatcher certification

              Knowledge:

              • Principles of supervision and training.

              • Operations, services and activities of a public safety telecommunications and dispatch center.

              • Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems.

              • Techniques of questioning for both emergency and non-emergency calls.

              • Dispatching techniques with use of radio system for communicating and receiving information.

              • Customer service principles and problem resolution techniques.

              • Principles and practices of record keeping and documentation.

              • Geographic features and locations within the area served.

              • Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems.

              • English usage, spelling, grammar and punctuation.

              • Modern office technology and equipment, including computers and related software applications.

              • Applicable Federal, State and local codes, laws and regulations.


                Skills:

                • Strong interpersonal, analytical, decision making
                • Problem solving skills; including the ability to read, write, spell, and speak in a clear and concise manner and to educate, counsel, and motivate others
                • Skill in the use of personal computers and related software
                • Excellent presentation skills, both oral and written, and excellent documentation skills

                  Abilities:

                  • Oversee, direct and coordinate the work of assigned staff
                  • Schedule effective twenty-four-hour telecommunications center operations
                  • Respond to and resolve difficult and sensitive citizen inquiries and complaints
                  • Effectively communicate and elicit information from upset and irate callers
                  • Establish priority of emergency situations
                  • Perform multiple tasks simultaneously
                  • Establish and maintain accurate records, logs, and files
                  • Work under pressure, exercise good judgment and make sound decisions in emergency situations.

                  • Interpret and apply Federal, State and local policies, laws and regulations
                  • Operate and use modern office equipment including computer and various software applications.

                  • Communicate clearly and concisely, both orally and in writing
                  • Establish and maintain effective working relationships with those contacted in the course of work
                  • Maintain confidentiality of sensitive information related to personnel and payroll issues

                    WORKING CONDITIONS
                    WORKING CONDITIONS Essential Personnel:

                    • Members of Aurora911 are considered essential personnel and are subject to call back or extended shifts in order to ensure continuity of emergency services to the city.


                      Physical Demands:

                      • Light physical activity requiring lifting, pushing or pulling up to 10 pounds with or without assistance
                      • Occasional lifting, carrying, walking, and standing
                      • Sitting for lengthy periods of time
                      • Use of a headset and radio to communicate for the entire work shift
                      • Frequent hand/eye coordination to operate computer screens and keyboard
                      • Frequent use of hands and fingers to handle, feel, or operate computer and radio
                      • Vision with normal color vision to read computer screen
                      • Clear speech communication to effectively communication with citizens and public safety organizations
                      • Hearing and listening to maintain communication to handle and dispatch emergency calls
                      • Vision to read reports and other written material
                      • Frequent speech communication and hearing to maintain communication with employees and citizens

                        Work Environment:

                        • Essential duties performed primarily in clean, comfortable environment
                        • Various noise levels with period of high activity and volume

                          Equipment Used:

                          • Computer and other standard office equipment, which includes multiple monitors
                          • This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment

                            __________________________________________________________________________
                            For Veteran's Preference: Please show all of your employment history, including military service and related documentation (DD214) on the application.The City of Aurora is an equal opportunity employer. We are required by state and federal agencies to keep certain statistical records on applicants. It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Employment Opportunity Commission.If you need assistance in completing this application, please feel free to contact our office at: 303-739-7225 or visit us at 15151 E. Alameda Pkwy., Suite 3500, Aurora, CO 80012.

                            BENEFITS
                            LEAVE BENEFITSHolidaysThe city provides the following 10 paid holidays to all regular and introductory employees:

                            • New Year's Day
                            • Martin Luther King Day
                            • Presidents' Day
                            • Memorial Day
                            • Independence Day
                            • Labor Day
                            • Veterans Day
                            • Thanksgiving Day
                            • Thanksgiving Holiday (the day after Thanksgiving)
                            • Christmas Day

                              Personal LeaveThe city provides twenty-four (24) hours of personal leave to full-time employees each January 1 following the completion of one year of continuous service and 2080 worked hours (excluding over-time). A pro-rated portion of personal leave is provided after the first six (6) months of continuous service and again at twelve (12) months continuous service.Annual LeaveEmployees accrue annual leave after the successful completion of their Introductory Period. Accruals for Annual Leave for full-time regular employees are:0-2 years of service 12 days2-4 years of service 13 days4 years of service 14 days6 years of service 15 days8 years of service 16 days10 years of service 17 days12 years of service 18 days14 years of service 20 days15 years of service 23 daysPart-time and full-time employees working less than forty hours per week shall accrue annual leave on a prorated basis according to the number of hours worked.Sick LeaveAll regular employees excluding elected officials accrue Sick Leave upon their date of hire. All regular Career Service employees accrue 104 hours of Sick Leave for every 2080 hours of work. There is no maximum on the amount of sick leave that can be accrued.Healthy Families and Workplace Act (HFWA) LeaveThe Healthy Families Workplace Act offers paid and protected sick leave for all employees, as well as paid leave in the event of a public health emergency such as COVID-19. All employees will see some expansion in reasons they may use their Sick Leave banks, and there are some differences when you are submitting leave slips. Most contingent employees (TMTM and TM30 employees) will have adjusted leave banks. All full-time employees will have 80 hours of leave to use if they have a COVID-19 related need for leave.Also covered under this act is another type of leave called Public Health Emergency Leave (PEHL). This type of leave allows for aid and protected time off in the event of a Public Health Emergency and came about during the COVID-19 Pandemic. This is a separate bucket of 80 hours (prorated to 40 hours if you work part-time) that is not deducted from your City-provided leave banks.Employee Leave Sharing ProgramThe City offers an Employee Leave Sharing Program in order to assist with income protection for full-time and part-time regular employees when an employee must be absent from work due to catastrophic medical hardship to the employee, spouse, or child(ren).City employees may voluntarily donate Annual, Personal, and Sick Leave hours to a qualified employee.Emergency LeaveAny regular or introductory employee may be allowed, at the discretion of the Department Director, up to 5 working days or 40 hours paid time off in the case of a death involving an employee's immediate family or in the case of a natural disaster involving the employee.Civil LeaveAny regular or introductory employee who is summoned for jury duty or is subpoenaed in an official capacity during a regular scheduled workday will be given paid time off.Military LeaveAny regular or introductory full-time employee who is a member of the National Guard or the Reserves will receive a maximum of 15 (eight-hour) paid days per calendar year.BENEFIT PLANS AND PROGRAMSMedical, Dental, and Vision CoverageThe city offers five (5) medical plans through Kaiser Permanente; two (2) dental plans through Delta Dental; and two (2) vision plans through VSP to regular employees (and their eligible dependents) to choose from. Medical, dental, and vision coverage is effective the first day of the month following the date of hire.Life InsuranceLife insurance is provided to regular employees in the event of death at no cost. In addition, regular employees are covered by the Accidental Death and Dismemberment benefit, which provides for additional benefits in the event of accidental death or serious accidental injury. Eligibility for life insurance begins on the employee's date of hire.Employees may elect additional life insurance coverage on themselves through the city's voluntary life insurance plan. Life insurance coverage is also available for dependents.Flexible Spending AccountsRegular employees may participate in the City's flexible spending accounts program. This program allows employees to increase their tax savings by making pre-tax deposits to a Health or Dependent Care Spending Account to pay for work-related dependent care expenses and certain unreimbursed health expenses.TM30 only has the option to a Healthcare FSA (or an HSA if on the HSA medical plan).RetirementAll regular Career Service employees participate in the General Employees Retirement Plan ("GERP") which is a defined benefit pension plan. Since 2013 participants will contribute 7% of their pre-tax earnings each pay period. The City of Aurora matches each employee's contributions. GERP credits interest on contributions while they remain with the Plan.When employment with the City ends, participants may be eligible for a monthly retirement benefit, depending on their age and length of service. Alternatively, terminating participants may elect to receive a lump-sum distribution of their contributions, interest, and vested City contributions instead of a monthly benefit.Short Term DisabilityWhen a regular employee experiences an injury or accident and forces them out of work for a short period of time, the City will help protect their finances by replacing the employee's income up to two-thirds, not to exceed $1,500 per week. Benefits are payable after 14 consecutive days and continue for a maximum duration of 13 weeks.Long Term DisabilityWhen a regular employee cannot work for a prolonged time because of serious injury or illness, you need help with more than your medical bills. Long Term Disability Insurance (LTD) can replace a portion of your salary while you are unable to work. Full-time regular Career Service employees are eligible for LTD after completing 6 months of continuous service. After a period of 90 days, you may receive up to 60% of your current base pay.Deferred Compensation (IRS Section 457)Upon hire, the City offers an automatic 1% contribution enrollment into the Nationwide 457 Deferred Compensation Plan (Deferred Comp). An automatic Increase is a percentage amount that your contribution will increase per year until a Maximum Deferral of 5% is met. If the employee chooses to opt-out of this plan, they can upon request or they can also increase their contribution amount. Deferred Compensation provides pre-tax savings to employees who participate through automatic payroll deduction. It is a program that assists you in saving additional monies for your retirement. There are many investment choices offered by each of our Deferred Compensation providers. Your pre-tax dollar investment(s) grow each payday while interest accumulates. Voluntary BenefitsThe City offers an expansive variety of voluntary benefits to regular City employees to include Critical Illness coverage, Accident Insurance, and Hospital Indemnity Insurance through our VOYA provider. These are all supplemental to your medical coverage.Pet insurance is administered by Nationwide and offers care to those non-human family members. This can help cover the costs of medical needs through a veterinarian. X-rays, prescriptions, surgeries, and more. This is a benefit that can start/stop at any time.Home & Auto Insurance is offered through MetLife. Full-time regular employees have the access to protect their personal lines of the property with group savings to include more than just home and auto. This benefit can also start/stop at any time.The City also offers a Purchasing Program that is voluntary to full and part-time employees. Products range from appliances, electronics, furniture, etc., and can be paid off through City payroll deductions. In order to qualify for this benefit, employees have to have been with the City for 12 months.Identity Theft Protection is offered through Infoarmor, a partnership with Allstate, and can help protect you and your family's identity.Lastly, the City offers Legal Insurance that helps provide employees with access to a highly qualified network of attorneys for counsel and personal legal matters.


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Keywords: Aurora 9-1-1 Emergency Communications, Aurora , Emergency Communications Operations Supervisor, Other , Aurora, Colorado

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