City of Goodyear, AZ
Telecommunications Supervisor
City of Goodyear, AZ, Goodyear, Arizona, United States, 85338
Salary:
$66,892.67 - $99,302.76 Annually
Location :
Goodyear, AZ
Job Type:
Full-Time Regular
Job Number:
FY2500312
Division:
PD-Police Operations Division
Department:
Police Department
Opening Date:
10/02/2024
Closing Date:
10/16/2024 5:00 PM Arizona
FLSA:
Non-Exempt
Job Description Summary
City of Goodyear is looking to have a Telecommunications Supervisor to join the team. The position provides supervision and oversight to an assigned shift of the Telecommunications Division in the Police Department. This division provides services to the Police Department and community that include receiving and processing 911, emergency, non-emergency, and administrative calls for police and fire services, dispatching officers and equipment by voice radio and computer systems, and performing related work as necessary to provide for public safety. Coordinates activities with other city departments, divisions, and external agencies; assists the Telecommunications Manager in the development of policies and procedures affecting operation of the Telecommunications Division, and provides for direct supervision, including performance reviews and general disciplinary actions of the assigned Telecommunications Operators. As a working supervisor, this employee will also be responsible for performing all of the duties assigned to a Telecommunications Operator.
The ideal candidate will be have a minimum of 7 years of progressively responsible experience in a public safety communications center with working knowledge of specialized practices, procedures and equipment (Tyler CAD/LERMS is preferred); posses a Bachelor's degree, and a minimum of 3 years of leadership/supervisory experience ideally in a public safety communications department. A candidate that currently possess a combination of both technical and leadership certifications, such as: NCIC/ACIC, APCO, NENA CTO, NENA CMCP, APCO RPL/CPE, or ICS 100, 200, 300, 700, or 800, is ideal.
At the City of Goodyear, you will be a part of an organization that values its employees as its greatest asset. You will become part of a dedicated team of professionals that are committed to build and maintain a highly engaged workforce. You will be challenged to learn and grow in an environment that values employee development and career-building. You will thrive in a culture of innovation. We believe that successful employees are those that possess these six core values:
Adaptability - Integrity - Initiative - Empathy - Optimism - Innovation
Only a limited number of the most qualified applicants meeting the City's requirements will be invited for an interview. The examination process for this position will consist of a panel interview(s). All communication regarding application status and interview notifications will be sent via email- please monitor your junk/spam email for communication as it will come from a system generated source.
Essential Functions
This information is intended to be descriptive of the key responsibilities of the position. The following functions do not identify all duties performed by the incumbent. Other duties and responsibilities will be performed as assigned.Supervises Telecommunications Operators by providing guidance, training and direction in all types of operational situations. Oversees and monitors dispatch operations. Demonstrates advanced knowledge of radio, phone and computer systems used within the division.Observes, trains, monitors, reviews and corrects the work of Telecommunications Operators as needed to ensure compliance with policies and procedures.Develops Telecommunications Operators assigned to their shift by conducting regular quality assurance (QA) revies, employee appraisals and coaching sessions.Documents and works to improve performance of assigned employees through development and use of performance plans, call reviews, and supervisory note entries. Handles line level counseling and discipline and provides input on higher levels of discipline for employees.Ensures the adequate staffing of each shift, managing staffing levels to include covering scheduled and unscheduled leave.Reviews and approves payroll entries for direct reports and submits change of status forms to the department Management Assistant as needed.Directs employees and work details during critical incidents.Research and processes requests for recorded information.Makes required notifications for critical incidents, technological issues and any other event which may be appropriate.Researches, investigates, and follows up on citizen and interdepartmental complaints regarding dispatch operations.Performs all the duties of a Telecommunications Operator. Answers 911, non-emergency, and administrative phone lines; operates the radio system; processes emergency and non-emergency calls for service through the CAD system; dispatches, documents, and tracks officer movements and status.Facilitates new employee training program by providing direct training, reviewing, and correcting daily observation reports (DOR's), and assists with updating and modifying changes in training policy and procedures as needed. Provides written reports and/or recommendations to the Telecommunications Manager regarding the progress of new employees. Maintains certification as a CTO, performs all functions of a CTO As needed.Acts as the first point of contact for equipment malfunctions within the Communications Center. Reviews the problem or malfunction and determines best course of action to bring resolution to the issue. This may include direct action through trouble-shooting the problem and/or notifying the correct maintenance personnel. Reports all significant incidents and repairs to other division employees and management with a shared commitment for teamwork.Assists Telecommunications Manager as directed. Manages projects as assigned including budget and finance duties, purchasing division supplies, invoice and PO processing, and facilitating the hiring/testing process for new Telecommunication Operators.May assist with the duties of System Security Officer for the ACJIS system (including validations and TOC testing). Maintain TOC Level A certification.Rewrites and/or suggests additions/deletions to department's policies, procedures, and training manuals.Researches and compiles statistical information through the CAD through all available systems as needed.Attends meetings as primary or in the Manager's absence as needed.Performs all additional duties assigned by the Manager.Requirements
Formal Education/Knowledge : Work requires knowledge of a specific vocational, administrative, or technical nature which may be obtained with a two-year associate's degree, diploma or equivalent from a college, technical, business, vocational, or correspondence school. Appropriate certification may be awarded upon satisfactory completion of advanced study or training.Experience:
Minimum three years of experience in a related field, preference given for experience in Telecommunications and previous leadership.Certifications and Other Requirements : Current Terminal Operator Certificate from Arizona or other state using NCIC or ability to obtain certification within six months of hire. ICS 100, 200, 300 & 700 or the ability to obtain certifications within 6 months of hire. NENA CMCP, APCO RPL, or any other approved professional supervisory certification completed within 18 months of Hire.Reading : Work requires the ability to read local, state, and federal laws, statutes, and codes; operating manuals; ACJIS manuals and guidelines; and various policies, rules, and regulations.Math : Work requires the ability to perform general math calculations such as addition, subtraction, multiplication, division, and general accounting.Writing : Work requires the ability to write policies, procedures and guidelines; training manuals; presentations; reports; and correspondence.Managerial : Semi-Complex - Work requires supervising and monitoring performance for a regular group of employees including providing input on hiring/disciplinary actions and work objectives/ effectiveness, performance evaluations, and realigning work as needed. A first line supervisor typically performs these functions.Policy/Decision Making : Moderate - The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. Projects and daily work are managed with little oversight, however special assignments and significant work products may be reviewed upon completion. Typical positions in this category are supervisory, highly technical, or lower level professional jobs.Technical Skills : Comprehensive Application - Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities.Interpersonal/Human Relations Skills : High - Interactions are typically concerned with providing communications that may involve evaluating customer satisfaction, developing cooperative associations, and allocating resources to improve work operations, and work quality.12 Month Objectives
Obtain Level A Terminal Operator Certification (TOC) certificationSuccessfully complete Telecommunications Operator Training and show proficiency in call taking and radio dispatching dutiesSuccessfully complete the Telecommunications Supervisor Training programSuccessfully complete a Communications Center Supervisor course.Complete training for city purchasing card and successfully reconcile a monthly statement within the Munis systemComplete Munis training and demonstrate proficiency in requesting PO's, entering invoices and processing any other requests for paymentBecome proficient in Assistant Systems Security Officer (ASSO) duties including monthly validations, security training and recertification processesComplete training in use of Justice Web Interface (JWI)Attend monthly division supervisor meetingsObtain Notary Public Training and Certification through the State of ArizonaDevelop knowledge of personnel management including Human Resource forms and referrals, payroll system, scheduling, QA documentation, complaints and supervisor notes, etc.Maintain supervisor notes on all team members reflecting trainings, notable events and any performance concernsLearn duties associated with training coordinator; set up new trainees, management of trainers, training documents and scheduling, management of city required training for all employees and process for requested outside agency trainings.Receive an overall Satisfactory rating on a city performance appraisal at the three-month, six month and 12-month marks
The City of Goodyear offers a highly competitive benefits package including:
Vacation Leave: 14 days per year, increasing with longevity. Goodyear offers an enhanced vacation benefit of recognizing total years of service under all Arizona public retirement systems for accruing vacation.Sick Leave: 12 days per yearHolidays: 12 paid holidays per year, including one floating holiday the first full pay period of JanuaryFlexible Holiday: 24 hours per calendar year (prorated based on hire date)Health Insurance: Three health plans available to select from at a group rateDental Insurance: Two dental plans available to select from at a group rateVision Insurance: Available at a group rateFlexible Spending Accounts: Health Care and Dependent Care accounts availableShort Term Disability Insurance: City-paid coverageCancer Benefit: City-paid coverageLife Insurance: City-paid insurance valued at twice the annual salary ($400,000 maximum); additional life insurance for self and/or dependent is available at employee's costLongevity pay beginning at year sixTuition Assistance: $5,250 per calendar yearEmployee Assistance ProgramOnsite wellness center/clinicAccess to the Goodyear Recreation CenterRobust employee well-being programFree identify theft monitoring and protection with Aura457 Deferred Compensation Plan: 2% city match (employee contributes 1%)Retirement Health Savings: $22.50 city contribution (employee contributes $12.50 per pay period)Retirement: Arizona State Retirement System (ASRS) Defined Benefit plan with mandatory city and employee contributions currently at 12.29%. Plan includes Long Term Disability Benefit.
01
Do you possess a valid Driver's license?
YesNo
02
Please indicate your highest level of education completed.
No high school diploma or GEDHigh school diploma or GEDAssociate's degreeBachelor's Degree or higher
03
Do you have a Bachelor's Degree?
YesNo
04
Please indicate your years of experience in Public Safety Dispatching.
Under 3 years3-4 years5-6 years7+ years
05
Do you possess a current Terminal Operator Certificate from Arizona or other state using NCIC/ACIC?
YesNo
06
Do you currently possess APCO or NENO CTO?
YesNo
07
Do you currently possess NENA CMCP certification?
YesNo
08
Do you currently possess APCO RPL or CPE certification?
YesNo
09
Do you currently possess ICS 100, 200, 300 & 700 certifications?
YesNo
10
Do you have experience with the use of Motorola MCC 7500 Radio Systems?
YesNo
11
Do you possess experience working with the Vesta phone system including transcription and citizen input features?
YesNo
12
Do you have experience working with CAD and Records Management systems? Tyler CAD and RMS?
YesNo
13
Please indicate your experience working with RapidSOS and RapidDeploy.
14
Do you have experience as a trainer (CTO) in a public safety communications center?
YesNo
15
Do you have experience as a supervisor in a public safety communications center?
YesNo
16
Do you have other leadership experience? If so, please expand.
Required Question
$66,892.67 - $99,302.76 Annually
Location :
Goodyear, AZ
Job Type:
Full-Time Regular
Job Number:
FY2500312
Division:
PD-Police Operations Division
Department:
Police Department
Opening Date:
10/02/2024
Closing Date:
10/16/2024 5:00 PM Arizona
FLSA:
Non-Exempt
Job Description Summary
City of Goodyear is looking to have a Telecommunications Supervisor to join the team. The position provides supervision and oversight to an assigned shift of the Telecommunications Division in the Police Department. This division provides services to the Police Department and community that include receiving and processing 911, emergency, non-emergency, and administrative calls for police and fire services, dispatching officers and equipment by voice radio and computer systems, and performing related work as necessary to provide for public safety. Coordinates activities with other city departments, divisions, and external agencies; assists the Telecommunications Manager in the development of policies and procedures affecting operation of the Telecommunications Division, and provides for direct supervision, including performance reviews and general disciplinary actions of the assigned Telecommunications Operators. As a working supervisor, this employee will also be responsible for performing all of the duties assigned to a Telecommunications Operator.
The ideal candidate will be have a minimum of 7 years of progressively responsible experience in a public safety communications center with working knowledge of specialized practices, procedures and equipment (Tyler CAD/LERMS is preferred); posses a Bachelor's degree, and a minimum of 3 years of leadership/supervisory experience ideally in a public safety communications department. A candidate that currently possess a combination of both technical and leadership certifications, such as: NCIC/ACIC, APCO, NENA CTO, NENA CMCP, APCO RPL/CPE, or ICS 100, 200, 300, 700, or 800, is ideal.
At the City of Goodyear, you will be a part of an organization that values its employees as its greatest asset. You will become part of a dedicated team of professionals that are committed to build and maintain a highly engaged workforce. You will be challenged to learn and grow in an environment that values employee development and career-building. You will thrive in a culture of innovation. We believe that successful employees are those that possess these six core values:
Adaptability - Integrity - Initiative - Empathy - Optimism - Innovation
Only a limited number of the most qualified applicants meeting the City's requirements will be invited for an interview. The examination process for this position will consist of a panel interview(s). All communication regarding application status and interview notifications will be sent via email- please monitor your junk/spam email for communication as it will come from a system generated source.
Essential Functions
This information is intended to be descriptive of the key responsibilities of the position. The following functions do not identify all duties performed by the incumbent. Other duties and responsibilities will be performed as assigned.Supervises Telecommunications Operators by providing guidance, training and direction in all types of operational situations. Oversees and monitors dispatch operations. Demonstrates advanced knowledge of radio, phone and computer systems used within the division.Observes, trains, monitors, reviews and corrects the work of Telecommunications Operators as needed to ensure compliance with policies and procedures.Develops Telecommunications Operators assigned to their shift by conducting regular quality assurance (QA) revies, employee appraisals and coaching sessions.Documents and works to improve performance of assigned employees through development and use of performance plans, call reviews, and supervisory note entries. Handles line level counseling and discipline and provides input on higher levels of discipline for employees.Ensures the adequate staffing of each shift, managing staffing levels to include covering scheduled and unscheduled leave.Reviews and approves payroll entries for direct reports and submits change of status forms to the department Management Assistant as needed.Directs employees and work details during critical incidents.Research and processes requests for recorded information.Makes required notifications for critical incidents, technological issues and any other event which may be appropriate.Researches, investigates, and follows up on citizen and interdepartmental complaints regarding dispatch operations.Performs all the duties of a Telecommunications Operator. Answers 911, non-emergency, and administrative phone lines; operates the radio system; processes emergency and non-emergency calls for service through the CAD system; dispatches, documents, and tracks officer movements and status.Facilitates new employee training program by providing direct training, reviewing, and correcting daily observation reports (DOR's), and assists with updating and modifying changes in training policy and procedures as needed. Provides written reports and/or recommendations to the Telecommunications Manager regarding the progress of new employees. Maintains certification as a CTO, performs all functions of a CTO As needed.Acts as the first point of contact for equipment malfunctions within the Communications Center. Reviews the problem or malfunction and determines best course of action to bring resolution to the issue. This may include direct action through trouble-shooting the problem and/or notifying the correct maintenance personnel. Reports all significant incidents and repairs to other division employees and management with a shared commitment for teamwork.Assists Telecommunications Manager as directed. Manages projects as assigned including budget and finance duties, purchasing division supplies, invoice and PO processing, and facilitating the hiring/testing process for new Telecommunication Operators.May assist with the duties of System Security Officer for the ACJIS system (including validations and TOC testing). Maintain TOC Level A certification.Rewrites and/or suggests additions/deletions to department's policies, procedures, and training manuals.Researches and compiles statistical information through the CAD through all available systems as needed.Attends meetings as primary or in the Manager's absence as needed.Performs all additional duties assigned by the Manager.Requirements
Formal Education/Knowledge : Work requires knowledge of a specific vocational, administrative, or technical nature which may be obtained with a two-year associate's degree, diploma or equivalent from a college, technical, business, vocational, or correspondence school. Appropriate certification may be awarded upon satisfactory completion of advanced study or training.Experience:
Minimum three years of experience in a related field, preference given for experience in Telecommunications and previous leadership.Certifications and Other Requirements : Current Terminal Operator Certificate from Arizona or other state using NCIC or ability to obtain certification within six months of hire. ICS 100, 200, 300 & 700 or the ability to obtain certifications within 6 months of hire. NENA CMCP, APCO RPL, or any other approved professional supervisory certification completed within 18 months of Hire.Reading : Work requires the ability to read local, state, and federal laws, statutes, and codes; operating manuals; ACJIS manuals and guidelines; and various policies, rules, and regulations.Math : Work requires the ability to perform general math calculations such as addition, subtraction, multiplication, division, and general accounting.Writing : Work requires the ability to write policies, procedures and guidelines; training manuals; presentations; reports; and correspondence.Managerial : Semi-Complex - Work requires supervising and monitoring performance for a regular group of employees including providing input on hiring/disciplinary actions and work objectives/ effectiveness, performance evaluations, and realigning work as needed. A first line supervisor typically performs these functions.Policy/Decision Making : Moderate - The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. Projects and daily work are managed with little oversight, however special assignments and significant work products may be reviewed upon completion. Typical positions in this category are supervisory, highly technical, or lower level professional jobs.Technical Skills : Comprehensive Application - Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities.Interpersonal/Human Relations Skills : High - Interactions are typically concerned with providing communications that may involve evaluating customer satisfaction, developing cooperative associations, and allocating resources to improve work operations, and work quality.12 Month Objectives
Obtain Level A Terminal Operator Certification (TOC) certificationSuccessfully complete Telecommunications Operator Training and show proficiency in call taking and radio dispatching dutiesSuccessfully complete the Telecommunications Supervisor Training programSuccessfully complete a Communications Center Supervisor course.Complete training for city purchasing card and successfully reconcile a monthly statement within the Munis systemComplete Munis training and demonstrate proficiency in requesting PO's, entering invoices and processing any other requests for paymentBecome proficient in Assistant Systems Security Officer (ASSO) duties including monthly validations, security training and recertification processesComplete training in use of Justice Web Interface (JWI)Attend monthly division supervisor meetingsObtain Notary Public Training and Certification through the State of ArizonaDevelop knowledge of personnel management including Human Resource forms and referrals, payroll system, scheduling, QA documentation, complaints and supervisor notes, etc.Maintain supervisor notes on all team members reflecting trainings, notable events and any performance concernsLearn duties associated with training coordinator; set up new trainees, management of trainers, training documents and scheduling, management of city required training for all employees and process for requested outside agency trainings.Receive an overall Satisfactory rating on a city performance appraisal at the three-month, six month and 12-month marks
The City of Goodyear offers a highly competitive benefits package including:
Vacation Leave: 14 days per year, increasing with longevity. Goodyear offers an enhanced vacation benefit of recognizing total years of service under all Arizona public retirement systems for accruing vacation.Sick Leave: 12 days per yearHolidays: 12 paid holidays per year, including one floating holiday the first full pay period of JanuaryFlexible Holiday: 24 hours per calendar year (prorated based on hire date)Health Insurance: Three health plans available to select from at a group rateDental Insurance: Two dental plans available to select from at a group rateVision Insurance: Available at a group rateFlexible Spending Accounts: Health Care and Dependent Care accounts availableShort Term Disability Insurance: City-paid coverageCancer Benefit: City-paid coverageLife Insurance: City-paid insurance valued at twice the annual salary ($400,000 maximum); additional life insurance for self and/or dependent is available at employee's costLongevity pay beginning at year sixTuition Assistance: $5,250 per calendar yearEmployee Assistance ProgramOnsite wellness center/clinicAccess to the Goodyear Recreation CenterRobust employee well-being programFree identify theft monitoring and protection with Aura457 Deferred Compensation Plan: 2% city match (employee contributes 1%)Retirement Health Savings: $22.50 city contribution (employee contributes $12.50 per pay period)Retirement: Arizona State Retirement System (ASRS) Defined Benefit plan with mandatory city and employee contributions currently at 12.29%. Plan includes Long Term Disability Benefit.
01
Do you possess a valid Driver's license?
YesNo
02
Please indicate your highest level of education completed.
No high school diploma or GEDHigh school diploma or GEDAssociate's degreeBachelor's Degree or higher
03
Do you have a Bachelor's Degree?
YesNo
04
Please indicate your years of experience in Public Safety Dispatching.
Under 3 years3-4 years5-6 years7+ years
05
Do you possess a current Terminal Operator Certificate from Arizona or other state using NCIC/ACIC?
YesNo
06
Do you currently possess APCO or NENO CTO?
YesNo
07
Do you currently possess NENA CMCP certification?
YesNo
08
Do you currently possess APCO RPL or CPE certification?
YesNo
09
Do you currently possess ICS 100, 200, 300 & 700 certifications?
YesNo
10
Do you have experience with the use of Motorola MCC 7500 Radio Systems?
YesNo
11
Do you possess experience working with the Vesta phone system including transcription and citizen input features?
YesNo
12
Do you have experience working with CAD and Records Management systems? Tyler CAD and RMS?
YesNo
13
Please indicate your experience working with RapidSOS and RapidDeploy.
14
Do you have experience as a trainer (CTO) in a public safety communications center?
YesNo
15
Do you have experience as a supervisor in a public safety communications center?
YesNo
16
Do you have other leadership experience? If so, please expand.
Required Question