Job Description

SUMMARY:

Supervision and coordination of a 24-hour operation and staff; which includes dispatchers and lead dispatchers, who effectively communicate with police and security field personnel while they are responding to and throughout the event of an emergency or mobility related issue. Managing all operations for Texas Medical Center's enhanced communication and surveillance systems for security, mobility, and emergency medical response. Provide leadership and support for the telecommunication staff.

ESSENTIAL FUNCTIONS:

• Manage and participate in the development and implementation of departmental goals and objectives.
• Recommend process improvements and ensure adherence to company policies and department procedures.
• Audit overall external metrics such as mystery shopper program, customer complaints and other observation feedback to ensure customer satisfaction.
• Meet periodically with dispatchers to review their individual performance and establish improvement guidelines.
• Supervise quality control and ensure dispatcher proficiency; provide coaching and counseling; review dispatch operations to identify technical and operational training needs and recommend operational improvements.

·        Supervise dispatch personnel to ensure that information is accurately and quickly recorded from incoming emergency and non-emergency telephone calls into computer -aided dispatch system.

·        Responsible for the professional and standard appearance of dispatcher personnel.

·        Review and revise procedures on periodic basis in order to maximize efficiency and accuracy.  Seek out continuous education regarding technological advances and establish guidelines to import to dispatchers.

·        Administers security systems; Lenel, CAD/BadgeSE, DvTel and telecommunications equipment, recommends changes as deemed appropriate.  Participates in the development and administration of equipment maintenance, and evaluates proposals for new equipment.

• Prepare work schedules to ensure that sufficient shift personnel are available for workload demands.
• Oversees the preparation of reports, statistics, and records.
• Maintain and promote a work environment that is fair, equitable and values diversity.

This job description is not intended to be all-inclusive. An employee will also perform other reasonably related business duties as assigned.

REQUIREMENTS:

·        Associate's degree in Criminal Justice, Public Administration, or related field is preferred.

·        High school diploma or equivalent, with five years of experience in related field (law enforcement, telecommunications/emergency communications) can be used in lieu of degree.

·        Five years of supervisory experience in emergency/police/9-1-1 telecommunications dispatch operations, or managing a high-volume dispatch/call center is highly desired.

·        Knowledge of the principles and practices of public safety computer-aided dispatching methods, record management systems and equipment.

·        Utilize various software applications including but not limited to Microsoft Office 2003.

·        Strong communication and analytical skills.

·        High level of customer service experience.

·        Excellent interpersonal and team building skills.

·        Telecom Operators Supervision certificate, TLETS, NLETS or a Texas Commission on Law Enforcement Officer Standards and Education Certificate preferred.

All applicants will receive consideration without raged to race, color, religion, sex, national origin, disability or age over 40.