Supervises and reviews work of personnel performing a variety of duties in connection with the operation of a 911 primary answering point and direct radio dispatch of Fire and EMS response units; Ensures telecommunicators implement on-the-job best public safety practices in responding to and handling emergency calls applying the International Academies of Emergency Dispatch protocols; Handles scheduling of staff to ensure adequate coverage, including standby staff and callouts; Delivers formal start-up and end-of-shift operations briefings to telecommunicators; Conducts performance coaching and counseling of telecommunicators; Coordinates with other agencies in relaying or securing information and maintains constant contact with established operating frequencies; Corrects equipment malfunctions or reports the malfunction to the proper maintenance personnel; Monitors phone calls/radio traffic of telecommunicators to assist in improving their performance and to identify training needs; Assists telecommunicators with difficult emergency calls to elicit as much information as possible; Participates on the QA (Quality Assurance) and QIU (Quality Improvement Unit) teams to review Fire, EMS, and Law Enforcement calls; Receives telephone calls requesting assistance or information from citizens or emergency service agencies/personnel; Operates communications and associated peripheral communications equipment to dispatch units; Maintains required files, records, and accurate communications logs of pertinent transmissions of incoming and outgoing calls; Identifies training needs, conducts instruction and training of new telecommunicators and trainers, and maintains and updates Continuing Dispatch Education records. Must be at least 18 years of age and successfully obtain and maintain required certifications including, but not limited to: Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS) Level 3 - CJIS Security & Awareness Certification; State of Florida 911 Public Safety Telecommunicator Certification within six (6) months of appointment; Emergency Medical Dispatch Certification from the International Academies of Emergency Dispatch, and Cardiopulmonary Resuscitation (CPR) Certification within six (6) months of appointment; Three (3) years of experience in emergency, tactical, or customer/public complaint experience utilizing radio and/or telephone communications, which includes two (2) years of experience in public safety telecommunications that includes trainer/mentor, lead worker, quality assurance reviewer, or supervisory training; or.