Communications Supervisor

Introduction

The City of New Haven is seeking a highly motivated and experienced professional to serve as a Communications Supervisor in our dynamic Communications Center. This critical role involves overseeing the daily operations of 911 emergency services, managing and training Operator Dispatchers, and ensuring all emergency and non-emergency calls are handled efficiently and professionally. The ideal candidate will possess strong leadership skills, extensive knowledge of dispatch systems, and a commitment to public safety. If you are passionate about making a difference in the community and thrive in high-pressure environments, we encourage you to apply for this rewarding position.

This work is performed at the Department of Public Safety Communications, 1 Union Ave, New Haven.

PRIMARY FUNCTIONS

Under limited supervision is responsible for monitoring the activities of the Communications Center. Work involves coordinating, scheduling, and managing personnel in the Communications Center, as well as handling call-taking and dispatching responsibilities as needed (i.e. if and when the qualified members of Local 884 are unavailable or do not volunteer for such assignment).

Responsible for ensuring that all radio, telephone and computer systems are operating properly and that all 911 and non-emergency calls are handled consistently, professionally, efficiently and appropriately.

Performs administrative functions including the management of a training program for Operator Dispatchers; manage and assist the Department Head and Deputy Director with training, scheduling, payroll, quality assurance/quality improvement, and tracking of Operator Dispatcher certifications.

The schedule is typically 3 shifts of 12 hours followed by 3 days off. Shifts support around-the-clock operations and are bid by seniority.

TYPICAL DUTIES AND RESPONSIBILITIES

• Assigns, directs, assists, and supervises Operator Dispatchers engaged in answering telephone and radio calls for emergency and non-emergency assistance; ensures adherence to established laws, regulations, policies and procedures; assists and advises subordinates as necessary to resolve problems as situations arise.
• Makes recommendations to the Department Head for assigning, scheduling, and related personnel matters; prepares and submits various reports and records as required or directed by the Department Head.
• Observes and ensures compliance with all applicable state and federal laws and regulations applicable to public employees, maintains proper certifications, reviews procedures and operations and makes recommendations for modifications and improvements.
• Supervises Operator Dispatchers and reports center incidents and performance issues to the Department Head and Deputy Director.
• Supervises and participates as needed in 911 emergency operations including the operation of radios, telephones, computers in receiving calls for emergency service and dispatching responding police, fire and EMS units.
• Monitors all aspects of operation of the CAD systems and information systems integrated with the City of New Haven, State of Connecticut, FBI, NCIC Systems. Maintains data necessary for the proper functioning of the Communications Center. Reports issues or problems to Department Head or Deputy Director.
• Prepares reports for City, State and Federal agencies and assists Department Head and Deputy Director with maintenance, storage and retention of all reports in accordance with regulations promulgated by the State and City.
• Assists in the development and implementation of an on-going training and quality assurance/quality improvement programs for Operator Dispatchers.
• Conducts shift change activities to inform personnel of important department issues or that previous shift information has been received and disseminated.
• Answers administrative calls from other departments or the public and resolves requests or inquiries or refers to appropriate agency or department contact.
• Conducts formal and/or informal employee meetings to discuss important issues or general work performance in the Communication Center.
• Conducts internal investigations by interviewing employees, obtaining statements, asking questions and explaining the details of the situation to the Department Head and Deputy Director for action.
• Approves leave requests in absence of the Department Head or Deputy Director and makes necessary adjustments to shift schedules based on available personnel.
• Handles personnel conflicts professionally and expediently.
• Documents employee attendance and performance issues; makes recommendations for disciplinary action to Department Head and Deputy Director; communicates outcomes to employees.

EDUCATION, QUALIFICATIONS & EXPERIENCE

Graduation from high school; college degree desirable. Three years of progressively responsible experience in public telecommunications or dispatching, or any equivalent combination of training and experience which provides the following knowledge, skills and abilities:

KNOWLEDGE, EXPERIENCE, SKILLS & ABILITIES

• Knowledge of the State of Connecticut 911 system and the routing of 911 calls.
• Knowledge of the City and the placement and capabilities of emergency response personnel and equipment.
• Knowledge of the principles of supervision, organization and management; ability to apply such knowledge.
• Considerable ability to work under pressure and to respond to crisis situations professionally and courteously.
• Ability to operate a variety of telecommunications equipment including computer terminals, radios, copiers, and phone/radio recording systems.
• Familiarity with the geography of the City of New Haven, its thoroughfares and features. Familiarity with adjoining jurisdictions, including State Police jurisdictions in the New Haven area.

NECESSARY SPECIAL REQUIREMENTS

• Must have experience in the use of a computer aided dispatch system.
• Ability to work various shifts and be flexible about days off.
• Must obtain the following certifications within 12 months of appointment and maintain throughout employment:
• Emergency Medical Dispatcher (EMD)
• State of CT OSET Telecommunicator (TCM).
• COLLECT and NCIC
• CPR certification

SALARY, BARGAINING UNIT & TERMS OF EMPLOYMENT

This is a "General Fund," tested position.

This position is included in a collective bargaining agreement with Local 3144, American Federation of State, County and Municipal Employees.

Bargaining agreements available to review HERE.

General Funded hires into this class shall not be covered by Social Security but rather the City pension, contributing 10% of salary.

The City of New Haven does not sponsor employment visas. All applicants must have current authorization to work in the U.S. without employer-sponsored visa support.

Employment is contingent upon the successful completion of: (1) a pre-employment background check, (2) a pre-employment physical examination, including pre-employment drug screening accordance with the City's Drug Free Workplace Policy*, and (3) a 90-day probationary period. Instructions and information on this pre-employment process are included in Conditional Offer of Employment.

Pursuant to the Federal Drug Free Workplace Act of 1988, The City of New Haven has a adopted a Drug Free Workplace Policy. The City of New Haven requires a pre-employment drug test, which includes screening for marijuana.

Selection Plan

Applications will be reviewed by the Department of Human Resources. Applicants must demonstrate within their submission that they meet the minimum requirements as listed within the job description; failure to do so may result in disqualification. Applicants meeting minimum requirements may be invited to participate in a Civil Service exam process at a later date.

It is critical that you complete the application thoroughly, as the information you provide will be used to ascertain if you are eligible to move forward in the selection process. Your application and resume should indicate that you meet the minimum requirements as listed. This information may be used to determine the eligibility list. As such, this job announcement should be considered the exam announcement, and submissions may be evaluated prior to the posted closing date.

Information regarding the employment and selection process can be found HERE.

Please note that the only method of communication with applicants for this position will be by email. You must provide a valid, working email address and you will need to monitor your email, including spam/junk folders, for correspondence from the New Haven Human Resources Department.

We reserve the right to extend an application deadline or close a job posting early to ensure we can attract and identify the best candidate(s) for a position.

Conclusion

To apply for this opportunity:

• Complete your User Registration. You are encouraged to save your Applicant Profile for future use.

• You MUST click on the job posting you are interested in, and click Apply or Apply Online from within that posting.

• MAKE SURE the job you are applying for is named at the top of the page as you review your application!

• Review or modify your application for that position

• Click "Ready to Send App" or the "Send" tab; read page and click the attestation

• Click "Send to City of New Haven"

• You will be redirected to "CONFIRMATION OF EMPLOYMENT APPLICATION SUBMISSION"

• You will also receive an email and text, if a number was provided, confirming your submission

• If you do not receive this confirmation in the next 24 hours, your application has not been submitted - please contact us at NHJobs@newhavenct.gov

Please Note, your Profile is NOT an application for an open position. After you create your Applicant Profile, you must still click on a Job Title and complete the application as instructed for each position.