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City of Georgetown
JOB DESCRIPTION
Job Title: Emergency Communications Supervisor Effective Date: 10/01/2012
FLSA Category: Non-Exempt Revision Date: 04/03/2014
SUMMARY: Under general direction, supervises the daily activities and operations of police and fire dispatch personnel in
the Emergency Communications Center. Determines a course of action during crisis situations and applies sound
judgment to broad policy or procedural guidelines. A high degree of accuracy is required at all times. Incumbents in this
classification must maintain constant awareness of the consequences of error.
Applicants for this classification series should be aware that any offer of employment is conditional upon the applicant
passing: (1) hearing test, (2) drug screening (3) comprehensive criminal history background check, (4) medical
examination, and (5) Psychological Evaluation.
ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of
the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties
performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable
accommodations will be made as required. The job description does not constitute an employment agreement and is
subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to,
the following:
Recommends for hire, supervises, evaluates, and makes recommendations concerning the work, discipline,
employment status, and professional development of subordinate personnel engaged in public safety dispatching
and call taking operations.
Assist the Communications Center Manager in the preparation and monitoring of schedules, assigns personnel;
maintains adequate staffing levels considering such factors as time off, incident rates, on-call schedules, overtime
and any special requirements of the shift.
Assists Emergency Communications Operators with procedures for resolution of difficult or complex calls.
Monitors the handling of emergency and routing calls for service and compliance with department rules,
regulations, policies, and procedures.
Assists in the development of policies and procedures for the communications center; recommends changes in
work methods, completes updates to policies, as well as documentation of procedures and training.
Monitors and maintains accurate 911 information for ALI/ANI (Automatic Location Information/Automatic Number
Information); works cooperatively with adjoining agencies on misrouted, incorrect or incomplete information.
Coordinate programs for the training of communications center personnel in standard dispatch procedures, proper
TCIC/NCIC standards, telephone techniques and the 9-1-1 system.
Inspects and monitors as well as reports the need for preventative maintenance and repair of communications
center equipment, systems, premises, and supplies.
Ensures compliance with Division policies and procedures; reviews procedures, rules, regulations on a continual
basis and makes recommendations for modification, improvement or change; prepares and maintains procedures
and related materials for operating and training purposes.
Ensures accuracy of all logs, records, messages and reports; analyzes data from the Texas and National Crime
Information Centers for completeness and accuracy to ensure adherence to local, state and federal
telecommunications regulations and promotes awareness of civil liabilities.
Ensures Division compliance with regard to the dissemination of criminal history information and uses of public
safety computer systems.
Assists with validation of DPS (TCIC/NCIC) Texas and National Crime Information Center records.
Receives, initiates and may investigate citizen and employee complaints regarding operations, procedures,
activities, and conduct of employees.
Ensures that monthly safety inspections are conducted and documented. Initiates corrective action as necessary.
Ensures that status reports on safety activities and progress are completed and documented in a timely manner.
Performs the duties of the Communications Operators as needed.
Performs computer-assisted and manual records checks for officers on individuals, locations, vehicles and other
property, sometimes verifying warrants or reports of stolen property.
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May serve as the Emergency Communications Manager.
Performs other duties as assigned or required.
MINIMUM QUALIFICATIONS:
Education, training and Experience Guidelines
High school diploma or equivalent. Five years of full-time progressively increasing responsible work experience in public
safety emergency communications with radio and/or E911.
Knowledge of:
Operations of an Emergency Communications Center.
Basic report preparation, writing and record keeping.
Regional geography, including major highways, cities and towns.
Pertinent federal, state and local laws, rules and regulations.
Computer Aided Dispatch (CAD) System operations.
Multi-jurisdictional trunking digital radio systems.
Computer terminal procedures for both Texas Crime Information Center (TCIC) and National Crime Information
Center (NCIC).
Emergency communications system and its relationship to police, fire and ambulance operations.
Skill in:
Establishing and maintaining control of situations as they develop, reacting quickly and calmly in emergency.
situations, and making reasonable and effective decisions.
Handling complaints with objectiveness and fairness.
Directing and supervising.
Understanding basic criminal classifications and civil situations.
Analyzing complex situations and coordinating appropriate responses.
Preparing clear and concise verbal instructions in an emergency situation.
Handling conflict and uncertain situations.
Using standard office and dispatch equipment, computer equipment, CAD and other software applications.
Understanding and carrying out written and oral instructions.
Communicating clearly, concisely, and effectively in stressful and/or emergency situations, both orally and in
writing with various audiences.
Working with minimal supervision and make empowered decisions with organizational goals and objectives in
mind.
Comprehending and apply applicable laws, codes and regulations.
Working in close quarters and able to wear telephone/radio headset.
Exercise independent judgment and discretion.
Effectively and efficiently interview people in a state of crisis via telephone or Teletype Device for the Deaf
(TDD/TTY).
Monitoring radio and computer telecommunication systems under stressful and demanding emergency situations.
Performing multiple tasks simultaneously.
Quickly and accurately obtain appropriate information.
Learning and communicating emergency pre-arrival instructions (police and fire).
Relating and interacting with others in a positive manner that results in cooperation, motivation, positive morale,
mutual respect and common benefit.
Establishing and maintaining effective working relationships with City employees, other law enforcement and fire
agencies, community members and the general public.
Supervise, direct, mentor, and train employees.
Learning and communicating emergency pre-arrival instructions (police and fire).
LICENSES AND CERTIFICATION REQUIREMENTS
Advanced Telecommunicator Certificate from the Texas Commission on Law Enforcement Officer Standards and
Education (TCLEOSE)
Certificate from APCO Communications Center Supervisor course or TCLEOSE New Supervisor Course #3737 obtained
within one year of appointment
TCIC/NCIC Operators certificate
TDD/TTY certificate
Telecommunicator License or must obtain within one year of employment.
Communications Training Officer (CTO) certificate*; or must obtain such within one (1) year of appointment
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Current Emergency Fire Dispatch (EFD) certificate preferred.
TLETS/NLETS Operators certificate
*Must be issued by a nationally recognized professional standards organization such as the Association of Public Safety
Communications Officials – International.
Note: Out of state certifications equivalents will be accepted but must be converted to Texas certification within one year
from date of hire.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching,
crawling, bending, twisting, climbing, balancing, vision, hearing, talking, use of foot controls.
Work area kept cool for computers; constant exposure to radio noises and dust.