Livingston County 911 Central Dispatch was created in the late 1990s through combined efforts of the public safety partners. The 911 central currently employs a 911 Director, Deputy Director, 4 Operation Supervisors, 29 dispatchers, 2 QI Specialist and 2 office assistants. Under the supervision of the 911 Deputy Director and Operations Manager, is responsible for overseeing the operations of the 911 central dispatch center. Oversees all dispatch operations on the dispatch floor, assists in resolving operational and computer system problems, maintains schedule and assigns overtime as needed, develops, coordinates and supervises training programs, reviews 911 recordings, and performs duties as a dispatcher as needed.
- Hybrid pension plan which includes a Defined Benefit & 401a with an employer match
- Comprehensive Medical, Pharmacy, Dental & Vision
- Optional Voluntary 457 Deferred Compensation plan
- Short-term & Long-term disability & Basic Life & AD&D insurance
- Health & Dependent Flexible Spending Accounts
- Paid vacation, sick days & 13 Holidays. Unused vacation and sick time rolls over
- Tuition Reimbursement
- Up to $500 annual Wellness reimbursement* & $100 incentive for completing your annual physical & Health Assessment.
- Voluntary benefits such as Accident, Critical Illness & Hospital policies
- Employee assistance program
*Pro-rated based on DOH
PAY RATE INFORMATION:
The 911 Operation Supervisor is a non-union position and starting pay is $27.2351/hr. This position is eligible for step pay increases within our Non-Union Grade 9 Wage Scale. Top end of the current wage scale for this position is $35.4057/hr.
Essential Job Functions:
An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the duties, which the employee may be expected to perform. To perform this job successfully, an individual must be able to perform each essential function satisfactorily.
- Assigns or delegates responsibility for assignment of work, directs personnel, evaluates performance of all employees and assures necessary training and professional development. Takes disciplinary action according to established procedures.
- Assists in the hiring process of all central dispatch personnel including interviews, background check, testing, and selection of new hires.
- Oversees the daily operations of the 911 central dispatch center on assigned shift; prioritizing, monitoring, and reviewing emergency and non-emergency calls and warnings, dispatching public safety operations for police, fire, EMS, and other county departments, monitoring incoming and out-going radio and room traffic, coordinating operations with other agencies, handling complex situations, ensuring department policies, procedures, and operations are followed, and maintaining a positive and healthy work environment.
- Participates in coordinating efforts with emergency responders and emergency management in disaster preparedness for the public including schools, churches, businesses, and manufacturing facilities.
- Creates, adjusts, and maintains electronic shift schedule and work assignments for Shift Leader, full-time dispatchers, part-time dispatchers, and schedules all training for both probationary and non-probationary dispatchers effecting assigned shift. Adjusts schedules for sick, vacation, personal requests, etc., for assigned shift.
- Maintains proper staffing levels for assigned shift at all times. Posts and fills overtime assignments as necessary for call volume and staffing level needs. Responsible to appropriately staff the dispatch center prior to predictable weather emergencies, scheduled equipment maintenance/outages, large-scale events, and seasonal heavy call-volume ranges; must call-in additional resources as necessary during an emergency.
- First-line management contact for all dispatch staff members, emergency response agencies, and the general public. Exhibits conflict management skills for staff members, emergency responders, and the general public.
- Processes requests for departmental records including requests from citizens, public safety agencies, prosecutors, County personnel, and other external agencies for information regarding daily operations. Processes Freedom of Information Act (FOIA) and subpoena requests as needed for both written and audio records. Redacts all records containing material that is protected by law. May testify in court as a 911 representative introducing 911 documents into court record.
- Develops various operating reports detailing department statistics, activity, dispatcher performance, and scheduling other administrative information.
- Responsible for quarterly evaluations for Dispatcher and Shift Leaders. Follows up performance evaluations through coaching employees as necessary.
- Assists in developing and implementing various training programs and educational material for personnel and community needs. Assists in planning and coordinating emergency response preparedness drills. Assists in guiding and on-boarding personnel in the forward direction of the department.
- Coordinates with the Operations Manager, Deputy Director, and Director in developing, modifying, and implementing policies and procedures that govern 911 operations and deliveries of service for the dispatch center. Responsible for distributing and enforcing all policies and procedures to assigned shift.
- Functions as the Training Supervisor overseeing training of new employees on the dispatch floor. Responsible for reviewing accuracy of Daily Observation Reports, and preparing and presenting Weekly Observation Reports. Assures new dispatchers are performing at an acceptable rate and progressing through the training process in a timely manner.
- Responsible to train assigned shift to perform duties to maintain MABAS communications for the State of Michigan as the MABAS Michigan Red Center. Assists in training the back-up Red Center agency and in coordinated exercises regularly.
- Responsible for training and mentoring assigned Shift Leader in selected supervisory duties for future succession planning, daily support, and back-up purposes.
- May act as the Terminal Agency Coordinator (TAC) for the State of Michigan's Law Enforcement Information Network (LEIN). Responsible for testing personnel for LEIN recertification, participates in the LEIN audit, and attends the annual LEIN update.
- Maintains, monitors, and updates the current 911 Central Dispatch Facebook page on the County website with approved emergency and non-emergency information.
- Performs the duties of a supervisor, dispatcher, trainer, and quality improvement support person on a daily basis.
- Assists with the maintenance of emergency communication systems including correcting and updating information and troubleshooting equipment, hardware, and software issues immediately effecting response time for emergency responders.
- Serves as liaison for 911 personnel, public safety responders, and citizens. Must be diplomatic and professional to maintain effective lines of communication. Assists with investigations and audits and documents internal issues and complaints involving employees and external customers.
- Performs System Administrator duties using highly advanced computer software. Duties including but not limited to; recording system, phones, CAD, paging systems (Codespear, Everbridge, Pagegate, and IRIS), Paramount, Aqua, radios, tornado sirens, Text to 911). Assists Operations Manager as needed in modifying/maintaining response plans for emergency responders in CAD.
- Although a salary employee, works bi-weekly pay periods of 84 hours per pay period; a total of (7) twelve-hour shifts including days, nights, weekends, and holidays. Considered an "essential" departmental employee for Livingston County and is required to report to work on time for each shift, even during weather emergencies which would result in other county departments to close for the business day. Required to report to work outside of normally assigned shift when requested for high call volume, weather emergencies, or other high priority incidents not listed.
- Required to attend various meeting such as Supervisory, Shift Leader, Fire Chiefs, and Training meetings. Participates in various committees such as the hiring oral board panel, Positive Action Committee, Dispatch Review Committee for Emergency Medical Dispatch, Emergency Fire Dispatch, and Emergency Police Dispatch, LACASA, NENA, and APCO.
- Performs other duties as directed.
Required Knowledge, Skills, Abilities and Minimum Qualifications:
The requirements listed below are representative of the knowledge, skills, abilities and minimum qualifications necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.
Requirements include the following:
- High school diploma or GED and five years of progressively more responsible experience as a dispatcher and Shift Leader.
- The County, at its discretion, may consider an alternative combination of formal education and work experience.
- Michigan Vehicle Operator's License.
- Michigan Professional Emergency Manager (PEM), Emergency Number Professional (ENP), Emergency Medical Dispatch (EMD), Emergency Dispatcher, and CPR certifications.
- Must be a Certified Training Supervisor within six months of hire and obtain other ongoing certifications as needed to satisfy operational protocols as determined by 911 management.
- Thorough knowledge of central dispatching functions in calltaking, LEIN, police, fire, and EMS, as well as management level leadership qualities above and beyond dispatcher and Shift Leader.
- Thorough knowledge of the professional public management techniques involved in supervising and evaluating employees.
- Thorough knowledge of the principles and practices of emergency dispatch and monitoring the daily activities in an emergency dispatch call center.
- Considerable knowledge of applicable telecommunication systems, maintaining accurate and detailed records, and applicable local, state, and federal laws, rules, and regulations.
- Skill in assembling and analyzing data and preparing comprehensive and accurate reports.
- Skill in effectively communicating ideas and concepts orally and in writing.
- Ability to establish effective working relationships and use good judgment, initiative and resourcefulness when dealing with County employees, contractors to the County, representatives of other governmental units, professional contacts, elected officials, and the public. Positive or negative performance would directly affect and influence that of the entire assigned shift.
- Ability to assess situations, solve problems, work and direct others effectively under stress, within deadlines, and in emergency situations.
- Skill in the use of office equipment and technology, including Microsoft Suite applications, database entry and maintenance, GIS/mapping, and the ability to master the Master Street Addressing Guide (MSAG) and Computer Aided Dispatch (CAD) databases.
- Skill in the use of dispatcher equipment such as radio systems, audio recording equipment, and audio editing software.
- Ability to perform high-level multitasking, decision-making, and prioritization both independently and working within a group. Responsible for executing decisions for unusual circumstances using experience gained through years of service; the public safety industry presents unique challenges in ascertaining the correct course of action that policies and procedures may not address.
- Ability to provide first-line management decision making for employees, public safety responders, and the community.
- Ability to work a non-traditional schedule and respond to emergencies or service needs on a 24-hour basis.
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to communicate in person and by telephone, read regular and small print, view and produce written and electronic documents, and enter data on a computer keyboard with repetitive keystrokes. The employee must be mobile in an office setting, stand, sit, stoop and kneel, use hands to finger, handle, or feel and reach with hands and arms. The employee must lift or push/pull objects of up to 15 lbs. without assistance. Accommodation will be made, as needed, for office employees required to lift or move objects that exceed this weight.
The typical work environment of this job is a business office setting where the noise level is quiet and sometimes moderate.0