911 SHIFT SUPERVISOR

Emergency Communications Supervisor

To be responsible for supervising the day-to-day emergency call processing activities of those employees assigned to his / her shift and operate a multi-functional, automated emergency communications console on an assigned shift within a 24-hour statewide public safety communications system. When required; ensure compliance with all system standards and operations and procedures and maintain the operational integrity of all system equipment. To work under the general direction of the Principal Project Manager or a Director; ability to work with latitude to exercise independent judgment within the parameters of agency policy, procedures and protocols. To directly oversee ongoing work of Telecommunicators assigned to his / her shift.

To monitor work activities, and report on the performance of employees assigned to his / her shift on a regular basis to determine whether they are properly, effectively, and consistently carrying out their duties in accordance with RI E-911 operations and procedures. To be thoroughly familiar with state personnel policies, division directives, operating procedures, operation and procedures manual, and software platforms, and to monitor, instruct, direct, and enforce strict compliance with such practices and procedures. To prepare staffing schedules, monitor staffing needs, and alert management to conditions or events that could negatively impact call processing performance due to call volume escalation or Telecommunicator understaffing. With approval, provide for supplemental staffing whenever unanticipated conditions create a need for staff increases and justify such staffing increases. To communicate policy, procedure, and general information to shift personnel. To monitor PSAP activity, security cameras, and doors. To memorialize, via a writing, to the Principal Project Manager and / or Director, any infraction of RI E 9-1-1 rules, protocols or policies of any Operations staff. To assist in training and provide employee evaluations when required. To maintain shift activity logs and other supervisory logs as may be required. To routinely test and confirm the operation of PSAP equipment on a regular basis, to maintain constant performance readiness, and to report issues to the Principal Project Manager, the Project Manager and onsite vendor. To be thoroughly familiar with Alternate PSAP activation exercises and the conditions which require activation. To engage in actual 911 call taking activities when required. To monitor and operate the 800 MHz radio, as necessary, and respond to daily tests of the network. To report attendance, hours worked, and leave requests to appropriate administrative personnel. To prepare reports of unusual call incidents or personnel actions for the Principal Project Manager. To perform authorized equipment start or restart functions. To perform authorized equipment diagnostic and / or troubleshooting functions. To perform related duties as required within the limitation of division policy and training.

Knowledge of advanced telecommunications equipment and operations in the PSAP, ability to speak and write clearly, concisely, and accurately, ability to counsel, supervise, instruct or train, inform and discipline employees, ability to work alternative work shifts, as required, ability to calmly direct activities of numerous people in a stressful public safety emergency function, process exigent requests when applicable, pursuant to agency policy and protocol. Education : Such as may have been gained through graduation from senior high school; and Experience : Current employment as a RI E 9-1-1 Telecommunicator. To possess and maintain CPR and EMD certification and to successfully complete retraining as required. Maintain other agency sanctioned certifications as deemed necessary to support the agency mission in their role.