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NEOGOV · 1 month ago

Assistant Dispatch Manager

Arkansas, AR

Full-time

Onsite

Mid, Senior Level

$55K/yr - $82K/yr

5+ years exp

NEOGOV is seeking an Assistant Dispatch Manager for the Springdale Police Department. The role involves establishing operational standards, training dispatchers, and supervising personnel to ensure quality service in emergency communications.

GovTechHuman ResourcesInformation TechnologySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide good customer service to both internal and external customers; maintain positive and effective working relationships with other City employees (especially members of their own team), and have regular and reliable attendance that is non-disruptive

Directly supervises 6 non-supervisory subordinates and indirectly supervises 21-30 personnel. Carries out supervisory responsibilities in accordance with the City's policies and applicable laws; Responsibilities include interviewing, hiring, and training new employees; planning assigning, and directing work; appraising performance, rewarding and disciplining employees; motivating, developing, and directing people as they work; addressing complaints and resolving problems

Assist in establishing a quality assurance program for police, fire and EMS service with the goal of excellence and accreditation

Clearly define operational standards and train the dispatchers to meet or exceed the established standards; identify areas of compliance, vulnerability and risk

Assist in overseeing the quality control unit, ensuring daily review of police, fire and EMS calls

Provide statistical data to gather trends for areas of improvement, as well as immediate feedback of performance review of and for the dispatcher

Attend routine committee meetings comprised of police, fire and EMS administration, training and personnel

Assist the Dispatch Manager when needed for special projects or in their absence

Train dispatchers and coordinate different phases of training. Review Daily Observation Reports (DOR) and other evaluation forms related to the training process. Ensure that each dispatcher assigned to the shifts complete required training courses and complete Continuing Dispatch Education (CDE) credits to maintain certifications

Identify internal and external training programs to address competency gaps and collaborate with appropriate personnel to facilitate training needs

Organize and develop training programs to meet specific training requirements

Coordinate with subject matter experts regarding instructional design

Develop and maintain training aids such as manuals and handbooks for the communications center

Map out training plans for individual employees and inform employees of training options

Present training programs and materials using recognized training techniques and tools

Facilitate learning through a variety of delivery methods including classroom instruction, virtual training, and on-the-job coaching

Design and apply assessment tools to measure training effectiveness and track and report on training outcomes

Provide feedback to program participants and management

Keep current on training design and methodology; Evaluate and make recommendations on training material and methodology

Create and maintain all training records and files for dispatch personnel

Handle logistics for training activities including venues and equipment and coordinate off-site training activities for employees

Oversee and actively participate in the recruitment and hiring process for communication center personnel, including application review, testing, interviews, and related activities

Act on behalf of the Dispatch Manager in their absence or as needed. Communicate with personnel in assigning tasks, and ensure supervisors observe standard operating policies and procedures while performing duties. Verify that all scheduled assignments are completed in a timely manner

Perform other duties as required or assigned

Qualification

ACIC Level I & II CertificationEmergency Medical Dispatch CertificationPublic Safety Telecommunicator CertificationEmergency Fire Dispatch CertificationMicrosoft Office SuiteTyler Enterprise CADCriminal Justice Information Systems CertificationCertified Training Officer CertificationInstructor Development CertificateRegistered Public Safety TrainingCustomer Service SkillsCommunication SkillsLeadership SkillsProblem Solving Skills

Required

Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of 4 years in high school, plus night, trade extension, or correspondence school specialized training, equal to 2 years of college, plus 3 years related experience and/or training, and 2 years related management experience, or equivalent combination of education and experience

ACIC Level I & II Certification

Emergency Medical Dispatch (EMD) Certification

CPR Certification

Public Safety 40 hour Basic Telecommunicator Certification

Emergency Fire Dispatch (EFD) Certification

Emergency Medical Dispatch Quality Assurance Certificate (EMD-Q)

Emergency Fire Dispatch Quality Assurance Certificate (EFD-Q)

NIMS -FEMA 100,200, and 700, 702, 703, 800, and 29a

NCMEC (National Missing and Exploited Children) training

NAMUS

Rave Mobile Safety Training

ACTIVE911 Training

Certified Training Officer (CTO) Certification

Criminal Justice Information Systems Certification (CJIS)

The incumbent must be proficient in the use of personal computer, Microsoft Office Suite, HTE AS400, Tyler Enterprise CAD, RMS and mapping systems, P25 digital 800 MHz trunked communications radio system, ACIC/NCIC, fax machine, email, TTY, Vesta 911, cell phone, Locution, Springdale Message Board, PaperVision, Pro QA system, language line services, multi-line phone system, headsets, recorder, alarm systems, various camera systems, time and attendance software, and standard office equipment

The incumbent must have the ability to utilize both internal and external resources to obtain information and data necessary to carry out routine assignments and special projects

Must have ability to establish and maintain effective working relationships with management and staff

Requires a willingness to take on responsibilities and challenges, a willingness to lead, take charge and offer opinions and direction

Requires the incumbent to establish and maintain personally challenging achievement goals and exerting effort toward mastering tasks

Requires developing one's own way of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done

The job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems

Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

The job requires being sensitive to others' needs and feelings and being understanding and helpful

The job also requires being pleasant with others on the job and displaying a good-natured, cooperative attitude being open to change (positive or negative) and to considerable variety in the workplace

The job requires preferring to work with others rather than alone and being personally connected with others on the job and regular contact within the department and with other departments as needed

Must have knowledge of electronic equipment, and computer hardware and software

Must have knowledge of media production and alternative ways to inform and entertain via written, oral and visual media

Must have knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal and human life

Must have the ability to learn various processes and procedures, such as handling calls from citizens who may be under the influence, suicidal, mentally impaired, irate, etc. in a professional manner

Ability to handle multiple tasks and yield multiple calls virtually at the same time

Must be able to withstand a complete background investigation, polygraph examination, and drug screening(s)

Must be able to pass FBI criminal background fingerprint check and have the ability to comply with state and federal requirements for criminal justice information security standards and obtain necessary certifications