What are the responsibilities and job description for the MCT Dispatch Supervisor position at DESC?
Job Title: MCT Dispatch Supervisor
Days Off: Saturday, Sunday
Pay Range: $81,238.80 - $91,914.48 annually
Shift: Variable
Shift Differential: Eligible for applicable shift differential
Location: Mobile Response Central Office
Region: King County
Insurance Benefits: Medical (no premiums/payroll deductions for employee coverage), Dental, Life, Long-term Disability
Other Benefits: Employee Assistance Program (EAP), Flexible Spending Account (FSA), ORCA card subsidy, Paid Time Off (34 days per year), Retirement Plan
JOB DEFINITION:
The Mobile Response Dispatch Team Supervisor is responsible for overseeing 9 Dispatch Specialist who are responsible for 24/7 dispatch deployment for (4) mobile response teams both crisis and post crisis calls. This department has over 140 FTE who respond to crisis calls 24/7 all over King County. The Dispatch Supervisor must be willing and able to work in a stressful environment where staff availability and client needs are often changing. This position will have some duties relevant to supporting all (4) teams with administrative duties related to contract compliance, reports, and quality improvement.
This position is supervised by a manager and will take direction on prioritizing and completing projects related to the daily operations of the programs. Considerable attention and skills are needed in the area of data systems and tracking for contract compliance in order to provide administrative support related to the program needs. This position includes administrative duties associated with planning, hiring, and quality assurance/improvement.
The supervisor position requires experience in customer service and solid communication and multi-tasking skills, experience submitting reports, implementation of contracts, implementing quality improvements, and working with community agencies. This position is representative of (4) teams who receive their referrals through dispatch and will be responsible for developing and maintaining good connection with community referents which are inclusive of first responders, designated crisis responders, and staff from permeant supportive housing and community shelters, and outreach services.
MAJOR DUTIES AND RESPONSIBILITIES:
- Assist Project Manager in providing oversight to data collection, compliance and reporting activities, associated with King County and DOH reporting requirements based on Washington Administrative Codes.
- Monitor service and other program data in order to track performance and compliance in identified areas.
- Support the day-to-day operations of the programs by assisting with collecting data within projects to create reports for both external partners and internal departments; staff scheduling, recruiting and hiring activities; coordinating meetings with external partners and other organizations; maintaining relationships with vendors, and managing inventory/supplies; mail; transportation systems; receipts related to petty cash and gas cards.
- Dispatch oversight duties include use and problem solving of cellphones, desk phones and computer access. Time management and multi-tasking skills to dispatch calls to appropriate outreach teams and coordinate team’s workflow for the shift.
- Coordination with teams on the ground and communication with community partners and referents.
- Coordinate with Project Supervisors and project manager with program operation tasks as assigned.
- Model and promote core DESC values; and participate in and provide training for staff essential to ensure the safety of the programs.
- Coordinate a wide range of project logistics and resource needs.
- Other duties as assigned.
MINIMUM QUALIFICATIONS:
- Either a bachelor’s degree OR equivalent training & experience such as:
- Associates degree, experience working in the social service field, and a year of relevant supervising work experience
- Two or more years of relevant work experience, preferably in social service or healthcare work environments.
- Professional certification in project management or similar topic and a year of relevant work experience
- Current Washington Department of Health minimum credential as an Agency Affiliated Counselor or ability to obtain the credential upon hire.
- Computer skills, including data entry and word processing skills/experience, or related experience with the indicated potential to learn these skills quickly.
- Experience collaborating with community agencies on improving systems in which clients are impacted
- Have a solution-based mind set, and high emotional intelligence
- Experience working on integrated teams and ability to work cooperatively with others.
- Strong organizational, administrative, and interpersonal skills.
- Strong communication and writing skills.
- Careful attention to detail.
- Initiative and creativity in problem solving and system development.
- Ability to work independently with a minimum of direct supervision with multiple demands and interruptions.
- Ability to handle sensitive information with a high degree of professionalism.
- Ability to communicate and work effectively with staff from various backgrounds.
- Ability to work effectively with clients displaying a wide range of unpleasant and/or bizarre behavior.
- Subscribe to the philosophy of cooperation, collaboration, flexibility, and adaptability across projects with consideration and respect for clients.
- Ability to drive agency vehicles, valid Washington State Driver's license and insurable driving record.
PREFERRED QUALIFICATIONS:
- Bachelor’s degree in a relevant social science or management field.
- Bilingual in Spanish/English.
- Administrative and/or office experience.
- Strong applicants are able to demonstrate the ability to be positive in their empathetic responses to all persons, and value a non-judgmental response to sensitive issues. Candidates should be able to accept feedback and work in a highly collaborative and potentially stressful environment.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this 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 will be required sit for long periods of time, communicate with other persons by talking and hearing, required to lift and carry items weighing up to 25 pounds and to operate computer hardware systems. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
EQUAL OPPORTUNITY EMPLOYER
DESC is committed to diversity in the workplace and promotes equal employment opportunities for all staff members and applicants. The Agency will not discriminate against any employee or applicant for employment on the basis of race, creed, color, sex, sexual orientation, age, national origin, marital status, or the presence of any sensory, mental or physical disability in any employment practice, unless based on a bona fide occupational qualification. Women and minorities are encouraged to apply.
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