Telecommunications Supervisor

BASIC REQUIREMENTS:

Must be a Christian who is a member of a church that holds Jesus Christ to be their Savior and Lord, and who holds solely the Old Testament and the New Testament as sacred Scriptures.

GENERAL OBJECTIVES:

This position follows all requirements of a licensed TCOLE police dispatcher, while supervising emergency and non-emergency requests for service by radio, telephone, or in person for law enforcement, fire, emergency medical services, security, university, and other emergency units. The position requires close contact with University Police and Security officers, other dispatchers, faculty, staff, and students, monitors response progress of field units and requests any needed support. Information is entered into and processed using the Daily Dispatch Report and retrieved for university personnel. The University Police cameras are monitored in the Telecommunications Center to provide support to police and security officers. The supervisor facilitates all dispatch and office training information and facilitates continuing education for all newly hired dispatchers. The Telecommunications Supervisor acts as the liaison to the City of Dallas’s 911 Center and as the telecommunications area coordinator for the University Police Department.

QUALIFICATIONS:

• Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to two years of college or equivalent training/experience.
• Previous dispatching and crisis management experience preferred.
• Valid TX driver’s license; Must be able to become CPR certified and certified by the Texas Commission on Law Enforcement.
• Bachelor’s degree from an accredited college or university preferred.
• Must uphold Dallas Baptist University’s code of conduct and standards for living.
• Must sign and uphold office confidentiality agreement.
• Must be on-call to handle dispatch and administration questions or serious situations on or surrounding campus.
• Ability to sit for long periods of time and work from a computer at all times during the workday.
• Ability to be meticulous and organized.
• Ability to understand and use Microsoft Outlook, Microsoft Word, and Microsoft Excel.
• Ability to condense information, write reports, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ability to type quickly and complete required documents and reports in a timely manner. Ordinarily, such education is obtained in college, or it may be obtained from experience and self-study.
• Ability to effectively communicate via phone, radio, and training conversations, especially during emergency and intense situations.
• The employee normally performs the job by following established standard operating procedures and/or policies. There is a choice of the appropriate procedure or policy to apply to different duties and situations. Individuals work very independently while communicating necessary information to required individuals. Performance is reviewed periodically.
• Work requires analysis and judgment in accomplishing duties. Requires the exercise of independent thinking within the limits of policies, standards, and precedents.
• Work requires regular direction of dispatchers, and regularly assists and interacts with officers and administration for various tasks.
• Work may require providing advice to others outside direct reporting relationships on specific problems or general policies. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas. Must be an effective listener to obtain necessary information from individuals contacting the Police Department. Must possess the ability to consistently think clearly, act quickly and remain calm in a wide variety of situations.

SPECIFIC RESPONSIBILITIES:

• Supervises, assigns, and reviews the work of all dispatchers in processing emergency, non-emergency, and administrative calls for service on the DBU campus.
• Ensures work quality in accordance with the University Police Department’s mission and standards, along with establishing goals, policies, and procedures.
• Coordinates, implements, completes, and updates all dispatch and office training for new hires and continuing education for dispatchers.
• Performs the more technical and complex tasks relative to dispatch issues and university needs.
• Ensures the information entered into the Daily Dispatch Report is clear, accurate, concise, and professional, as it is a public document, and is responsible for sending it out to the appropriate recipients daily.
• Monitors phone and radio traffic to ensure procedural compliance.
• Reviews case information entered into the dispatch report and kept on the notepads.
• Monitors daily crime and fire logs and creates and updates the Annual Security Report.
• Interprets, explains and answers operational and procedural questions, and handles complaints from students, employees, and external customers.
• Assesses employee compliance with procedures and updates, assists in professional, spiritual, and academic development of employees by providing constructive criticism, recognition, and corrective action when necessary.
• Conducts quality assurance feedback and cultivating sessions with assigned employees at regular intervals while providing both verbal and written feedback involving the discipline process and initiates commendation when necessary
• Consistently updates dispatchers on implementing policies and procedures that effect the University Police Department and remains current on specific procedures through attending training courses in order to apply appropriate methodologies.
• Monitors and facilitates training modules, state testing, and continuing education for dispatcher TCOLE certifications.
• Works closely with Campus Security to update and maintain correct procedures on parking permits and information.
• Serves as a Campus Security Authority as outlined by the Clery Act
• Assists the university in public data requests, academic, and disciplinary records.
• Assists in the hiring process as needed.
• Provides excellent customer service to internal and external customers by responding to telephone requests for service in a timely and professional manner. Monitors phones by greeting people, answering incoming calls, obtains all relevant information and determines the nature, location and severity of an emergency or of the services requested and then directs the information to the appropriate individuals.
• Dispatch University Police Officers and Security Officers to 911 calls on the university campus or within a reasonable distance of the campus; requests for vehicle assistance from faculty, staff, or students on or near the campus; all alarms calls; sends information to and receives information from the Dallas 911 Center about incidents occurring on or around the campus; and provides information to officers from University computer files or other records.
• Provides supervision, training, and education to all office staff on procedures and operations within the University Police office.
• Keeps the Chief of Police and University officials informed of noteworthy incidents and emergencies via updated policies and procedures and outside of regular scheduled shifts, if necessary. Ensures the submission of the Daily Dispatch Report to the appropriate University staff.
• Monitors camera systems for activity and relays information to the officers to assist in the locating of vehicles, persons, or other situations.
• Must condense large amounts of information into readable, sensibly typed remarks in a timely manner. Must maintain familiarity with standard operating procedures and university policies. Sensitive information must be handled discreetly, professionally, and confidentially. Maintains records of all reports and other information.
• Ability to continuously sit, handle paperwork and technology, use major senses to operate.
• Ability to handle continuous noise, a distracting environment, performing multiple tasks simultaneously, and time pressure.
• Ability to occasionally handle difficult callers, emergency situations, and intense or severe situations.
• Ability to frequently reach, stand, and walk for various tasks.
• Ability to rarely lift, carry, push, pull, kneel, crouch, balance, climb, or twist for various tasks.
• Regular attendance required.
• Performs miscellaneous job-related duties as needed.

MACHINES, TOOLS, EQUIPMENT, AND WORK AIDS 

• Office equipment
• Calculator
• Radios
• Weather Radar
• Emergency Siren
• Generator
• Cameras
• Flashlight
• Cell phone
• Computer and related software

WORK SCHEDULE:

A minimum of 40 hours per week or more to meet the requirements of the position.

WORK LOCATION:

This position will work on the main campus, located at 3000 Mountain Creek Parkway, Dallas, TX 75211