Communications Center Supervisor

Responsible for the management of the Public Safety Communications Center, a 24 hours per day, seven days per week, year-round operation providing critical and non-critical communication between University Public Safety and the entire University community.  Reporting directly to the Major in charge of Patrol Operations, directly oversees the efforts of supervisors in, organizing, planning, scheduling, coordinating, and evaluating the work and activities of civilian personnel. Engaged in the preparation, processing, maintenance and retrieval of law enforcement records and public safety dispatch services for the University of Rochester Public Safety.  Prepares and presents internal management reports and statutory reports; and performs related duties as assigned.  Develops, directs, and manages all internal controls. Develops and executes department procedures, policies, and production metrics to drive service level improvements.

This section contains a description of the 4-7 separate duties and responsibilities that make up the position.  Assign each responsibility a percentage of time (increments of 5% and no one responsibility greater than 25%) to total 100%. Select an indicator (Y/N) for essential function and remote work.  Job Duties should be listed in order of percentage of time, with highest percentage first.  When estimating percentage of time, it can be considered that 10% of a week is 5 hours or 5 weeks in a year.

Directs all aspects of, and maintains responsibility for the Public Safety Communications Center; directs the activities of assigned staff in the receipt, acknowledgement and dispatch of service calls, and ensures that the provided services meet expectations; shares and communicates information and goals to staff, peers, and senior management; works within a team framework to problem solve; meets regularly with and provides staff with insight of University goals and mission as they emerge.  Interviews, hires, ensures proper training of employees; plans, assigns, and directs work; addresses complaints and resolves problems. 

35%

y

n

Directs required department internal controls and audit activities according to guidelines and procedures.   Develops and analyzes control reports to identify and investigate significant operational deviations.  Prepares and implements department operational procedures. Develops recommendations to improve Communications' operations and efficiency and coordinates activities with other divisions, departments, and agencies. Conducts performance evaluations of assigned staff; establishes performance requirements and personal development targets for assigned staff; regularly monitors performance and provides coaching for performance improvement and development.

15%

y

n

Oversees, plans, assesses and takes action to improve operations, including development and communication of goals, analyzing data and preparing management reports on productivity of the department and staff.  Manages technology and other tools for the efficient and effective operations of the Communications Center.

15%

y

n

Works with senior management and other stakeholders related to emergency procedures and reporting.  Oversees the annual emergency scenario and its associated internal controls, after-hour call-ins and emergency communications.  Ensures emergency preparedness of Communications Center and implements procedures and equipment to efficiently manage off-site operations.

15%

y

n

Develops communication procedures; communicates regularly and effectively with customers, department heads and other stakeholders to ensure effective partnerships, service levels and operations.  Coordinate mutual aid requests with outside agencies for fire and medical operations.

10%

n

n

Ensures safe and secure environment in accordance with University and departmental guidelines; ensures that all employees are trained to use University equipment properly and safely; manages job hazard assessments.  Serves on and participates in various University committees; participates in related professional organizations.  Manages special projects as assigned including but not limited to reassignment to any task that meets the needs of the University, department, or customers as required.

5%

n

n

Other Duties as Assigned

5%

n

n

*Essential functions are those functions that the individual who holds or desires the position must be able to perform with or without a reasonable accommodation. A job function may be deemed essential based upon several factors such as whether:  1. the position exists for performance of the function; 2. the number of employees available who can perform the function and limitations on the ability to reassign it; or 3. the degree of skill or expertise required to perform the function.

Description

Required/Preferred

Minimum Education

High School degree or GED required.

Bachelor’s degree in business administration, public administration, emergency management or a directly related field from an accredited institution.

Required

Preferred

Experience

10 years of increasingly responsible dispatching of emergency public safety services, and trainer or lead with supervisory experience; or an equivalent combination of training and experience.

Required

Knowledge, Skills & Abilities

Extensive knowledge of dispatching of emergency public safety services, and trainer or lead with supervisory experience; or an equivalent combination of training and experience. Previous fire department or medical dispatching experience is highly desirable.  Expertise with CAD Records Management software.
. 

Required

Certification

Critical Thinking

Basic level of problem solving ability. Follows policies and procedures where facts are readily available.

Moderate level of problem solving ability. Gathers and interprets data to solve routine problems that require verification.  Some independent judgement required.

Independent level of problem solving ability. Resolves semi-complex problems that require independent judgement.

X

High level of problem solving ability. Integrates and interprets data from diverse sources to find solutions to very complex problems.

Freedom to Act

Work is closely managed and reviewed for accuracy and adequacy.  Follows specific, outlined and detailed instructions.

Work is accomplished with moderate supervision. Follows established and detailed directions.  Work is reviewed for accuracy and overall adequacy. 

X

Work is accomplished with limited direction.  Determines and develops approach to solutions.  Work is evaluated upon completion to ensure objectives have been met.

Work is accomplished without considerable direction.  Exercises judgement in selecting methods, techniques, and evaluation criteria in obtaining results. Exerts significant latitude in determining objective of assignment.  Takes calculated risks with consultation from an expert.

Works with minimal direction toward predetermined long-range goals.  Acts independently to determine methods and procedures on new or special assignments.  Determines and pursues courses of action essential in obtaining desired results.  Takes calculated risks.

Supervision of others (including hire/fire)

No supervisory responsibility

Non-supervisory leader (Example: team leader, coordinator, or mentor)

X

Supervisory (two or more fulltime direct reports or equivalent)

Planning

Executes goals and objectives established by supervisor or manager.

Develops individual goals and sets individual daily priorities and tasks.  Goals and objectives are monitored by supervisor or manager.

X

Develops and executes goals and objectives for a department or functional group.  Recommends and gives input to strategic initiatives.

Creates business strategies for long-term strategic objectives.  Monitors results of initiatives.

Consequence of Error

Failure to accomplish results can normally be overcome without significant effect on the organization.

Failure to achieve results or erroneous judgements may require allocation of additional resources to correct and/or achieve goals.

X

Failure to obtain results or erroneous judgements or recommendations would normally have serious results and may require substantial expenditure of resources to correct and/or achieve goals.

Erroneous decisions or recommendations would normally result in the inability to reach crucial organizational objectives and may have prolonged effect, as well as the expenditure of substantial resources.

Erroneous decisions or recommendations would normally result in failure to reach goals crucial to significant organizational objectives and would profoundly affect the image of the organization.

Financial Responsibility (Please check all that apply)

Signing responsibility

X

Manage pre-determined budget

Independent judgement and responsibility to develop employer or departmental budget

Responsible for revenue generating processes less than or equal to $1M

Responsible for revenue generating processes $1M to $5M

Responsible for revenue generating processes greater than $5M

Independent judgement and authority to commit the employer in matters of significant financial impact

PHYSICAL/SENSORY REQUIREMENTS AND WORKING ENVIRONMENT

Indicate the physical/sensory requirement for each activity. Also indicate weight requirements where applicable

Activity

Rarely, Occasionally, Frequently, Continuously or N/A**

Weight***

Stationary Standing

Frequently

Sitting

Frequently

Walking

Occasionally

Crawling

Rarely

Balancing

N/A

Lifting/Carrying

Rarely

10lbs

Pushing/Pulling

                                                      Rarely

Bending

Rarely

Squatting

Rarely

Kneeling

Rarely

Twisting/Turning

Rarely

Climb

N/A

Stoop

N/A

Overhead Reaching

Occasionally

Typing/Keyboarding

Frequently

Driving (car/equipment)

                                                  Rarely

Critical Thinking/Organization

Frequently

Talking on Phone

Frequently

Talking in Person

Frequently

Hearing in Person

Frequently

Hazard Assessment

Please enter a “Y” next to any hazard that this job is subjected to in a normal workday

Hazard Present (Y/N)

Hazard Type

Hazard Description

N

Chemical

Toxic: A chemical that exposes a person by absorption through the skin, inhalation, or through the blood stream that causes illness, disease, or death. The amount of chemical exposure is critical in determining hazardous effects. 1910.1000 for chemical hazard information.

Flammable: A chemical that, when exposed to a heat ignition source, results in combustion. Typically, the lower a chemical’s flash point and boiling point, the more flammable the chemical. Check MSDS for flammability information

Corrosive: A chemical that, when it comes into contact with skin, metal, or other materials, damages the materials. Acids and bases are examples of corrosives.

N

Explosion

Chemical Reaction: Self-explanatory

Over Pressurization: Sudden and violent release of a large amount of gas/energy due to a significant pressure difference such as rupture in a boiler or compressed gas cylinder.

Y

Electrical

Shock/Short Circuit: Contact with exposed conductors or a device that is incorrectly or inadvertently grounded, such as when a metal ladder comes into contact with power lines. 60Hz alternating current (common house current) is very dangerous because it can stop the heart.

Fire: Use of electrical power that results in electrical overheating or arcing to the point of combustion or ignition of flammables, or electrical component damage.

Static/ESD: The moving or rubbing of wool, nylon, other synthetic fibers, and even flowing liquids can generate static electricity. This creates an excess or deficiency of electrons on the surface of material that discharges (spark) to the ground resulting in the ignition of flammables or damage to electronics or the body’s nervous system.

Loss of Power: Critical equipment failure as a result of loss of power.

Y

Ergonomics

Strain: Damage of tissue due to overexertion (strains and sprains) or repetitive motion.

Human Error: A system design, procedure, or equipment that is error-provocative. (A switch goes up to turn something off).

N

Excavation (Collapse)

Soil collapse in a trench or excavation as a result of improper or inadequate shoring. Soil type is critical in determining the hazard likelihood.

N

Fall (Slip, Trip)

Conditions that result in falls (impacts) from height or traditional walking surfaces (such as slippery floors, poor housekeeping, uneven walking surfaces, exposed ledges, etc.)

N

Fire/Heat

Temperatures that can cause burns to the skin or damage to other organs. Fires require heat source, fuel, and oxygen

N

Mechanical/ Vibration (Chaffing/ Fatigue)

Vibration that can cause damage to nerve endings or material fatigue that results in a safety-critical failure. (Examples are abraded slings and ropes, weakened hoses and belts.)

N

Mechanical Failure

Self-explanatory; typically occurs when devices exceed designed capacity or are inadequately

maintained.

N

Mechanical

Skin, muscle, or body part exposed to crushing, caught-between, cutting, tearing, shearing items or equipment.

N

Noise

Noise levels (>85 dBA 8 hr TWA) that result in hearing damage or inability to communicate safety-critical information

N

Radiation

Ionizing: Alpha, Beta, Gamma, neutral particles, and X-rays that cause injury (tissue damage) by

ionization of cellular components.

Non-Ionizing: Ultraviolet, visible light, infrared, and microwaves that cause injury to tissue by thermal or photochemical means.

N

Struck by (Mass Acceleration)

Accelerated mass that strikes the body causing injury or death. (Examples are falling objects and projectiles.)

N

Struck Against

Injury to a body part as a result of coming into contact of a surface in which action was initiated by the person. (An example is when a screwdriver slips.)

N

Temperature Extreme (Heat/Cold)

Temperatures that result in heat stress, exhaustion, or metabolic slow down such as hypothermia.

N

Visibility

Lack of lighting or obstructed vision that results in an error or other hazard.

N

Weather

Phenomena (Snow/Rain/ Wind/Ice) Self-explanatory.