Communications Supervisor
City of Westminster, CO - Westminster, CO

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The Communications Supervisor position is responsible for the supervision and maintenance of an effective and efficient 24-hours-a-day, seven-days-a-week Emergency Communications Center for Police, Fire, and Emergency Medical Services, as well as maintaining communications for other City departments. This is a safety-sensitive position.


The mission of every employee at the City of Westminster is to deliver exceptional value and quality of life through SPIRIT. Each employee is measured by the ability to adhere to the City’s core values of Service, Pride, Integrity, Responsibility, Innovation, and Teamwork.

This position is public safety in nature and supports both the Police and Fire Departments and as such:
This position supports the goals of the Police Department, which is “ To Provide Law Enforcement Excellence in Community Safety and Service through Vigorous Policing, Professionalism, Leadership, and Innovation.” The Department is responsible for enforcement of State Laws and Westminster Municipal Ordinances pertaining to criminal and traffic issues, and to uphold the Constitution of the United States, the State of Colorado, and the Charter of the City of Westminster. The Department is primarily focused on public safety, maintaining peace and order, prevention of crime, and the apprehension of criminals.

This position promotes the mission and values of the City of Westminster by supporting the goals of the Fire Department, which is responsible for providing timely emergency response to fire and emergency medical calls; ensuring the safety of personnel, citizens, and visitors to the community; and educating residents and business owners on fire safety, emergency medical prevention, and emergency preparedness.

Every employee is accountable to:
· Demonstrate a high level of customer service; encourage others to focus on the customer; foster an environment where customer service is a priority
· Communicate with customers to ensure that, where possible, they are satisfied, and that their needs are being addressed; solicit and evaluate customer feedback
· Act as an ambassador by understanding and fostering the organization's mission and vision
· Exhibit pride in self, the department, the city, and the community; conduct self in a professional manner
· Demonstrate integrity and builds trust through credibility, reliability, commitment, loyalty, and ethical behavior
· Address difficult or contentious issues in a constructive manner
· Support and promote change; demonstrate flexibility, and take calculated risks when appropriate
· Participate in personal growth opportunities, and attend trainings designed to enhance capacity to bring new skills and ideas to the job and the organization
· Work to continuously improve the efficiency and effectiveness of the service or product being delivered
· Demonstrate support for team efforts by accepting new roles and responsibilities, and helping others achieve objectives
· Value diversity; demonstrate an awareness of differences; demonstrate sensitivity, and adapt behaviors and communication to accommodate these differences

Citywide - Every employee in this position is accountable to:
· Establish effective interpersonal relationships through honest, open communication and follow-through on commitments
· Recognize personal strengths and weaknesses, and target areas for personal self-development
· Demonstrate initiative in performing job tasks
· Exhibit problem-solving skills leading to sound judgment and quality decisions
· Achieve goals, handle assigned workload and new assignments effectively; demonstrate an ability to work independently
· Communicate effectively with individuals and groups using clear and concise verbal and written communications
· Demonstrate accountability for work, and take ownership in job performance
· Demonstrate concern for the accuracy and quality of work; take steps to correct mistakes and improve the overall product
Job Specific – Every employee in this position must be able to:
· Promote a teamwork concept in the workplace, support employee empowerment, and direct assigned staff accordingly
· Understand concepts relating to training, motivation, performance standards, documentation, commendation, and disciplinary action
· Understand basic budget processing and accountability
· Deal tactfully with the public in the resolution of difficult problems or complaints concerning the performance of unit employees
· Handle complaints and disciplinary actions with objectiveness and fairness
· Maintain a high level of self-motivation while working independently
· Demonstrate strong organizational skills which are required with a willingness to be pro-active and accept new challenges
· Demonstrate knowledge of computer terminal procedures for both Colorado Crime Information Computer (CCIC) and National Crime Information Computer (NCIC)
· Demonstrate intermediate knowledge of computer software applications such as Microsoft Word, Excel, and Outlook
· Demonstrate basic computer hardware components
· Demonstrate knowledge of Police and Fire Department organization, operations, and personnel to include city geography, city government structure, and council members during disasters and high profile events
· Establish and maintain control over situations as they develop, and act quickly and calmly during an emergency situation making quick, reasonable, and effective decisions
· Effectively and efficiently interview people in a state of crisis via telephone or Teletype Device for the Deaf (TDD)
· Deal tactfully and courteously with the general public, and at time abusive, antagonistic, and argumentative callers; establish and maintain effective working relationships with superiors, public safety personnel, and the public
· Maintain city geographic knowledge of any new street, business, and jurisdictional changes within the City of Westminster
Leadership/Supervisory – Every employee in this position is accountable to:
· Foster a participatory organizational climate that is open, positive, reinforcing, and supportive
· Encourage employees to be accountable for their work and take ownership in what they do
· Demonstrate leadership and courage by making or supporting decisions that reflect the organizational mission and goals even when the decision may be unpopular to some
· Demonstrate collaboration and conflict resolution skills with other departments and employees
· Help employees to see the value of developing their skills, and assist them in eliminating barriers to their development; encourage employees to step outside of their comfort zone to develop their skills
· Provide meaningful, timely employee feedback and appraisals, and effectively address employee performance problems
· Effectively supervise, mentor, and motivate in a team environment


Essential Job Functions, Duties, Responsibilities, and Tasks
1. Provides direction, instruction, and supervision as needed for emergency dispatch personnel, including:
· Pro-actively observing performance of dispatchers, and assisting with problem resolution and coordination of activities
· Participating in recruitment and selection of Communication Specialists
· Developing, providing, and overseeing training of new employees
· Evaluating performance of employees at annual appraisal
· Reviewing and approving reports submitted by Communication Specialists
· Investigating complaints concerning performance of unit employees
· Scheduling staff and approval of leave requests and timesheets
2. Must ensure compliance of unit with applicable governmental and related regulations and requirements, including:
· Demonstrating working knowledge of applicable City codes
· Coordinating maintenance, repair, and programming in cooperation with the Technical Services Coordinator of the CAD system functionality and usage
· Maintaining and updating the Computer Aided Dispatch (CAD) System, setting up access to CAD for new personnel and regulating security access to the Public Safety Center
· Providing input for biannual budget preparation and monitoring expenses
· Providing information to the public concerning City regulations and procedures
· Proper handling of confidential information
· Performing monthly EMD audits in cooperation with Fire Department EMS staff
3. Must be able to effectively use legal and department knowledge, including:
· Demonstrating working knowledge of laws, codes, and legal procedures in all areas of law and emergency services
· Testifying in civil and criminal court on behalf of the Police Department
· Demonstrating working knowledge of departmental policies, regulations, and procedures
· Maintaining current knowledge of accepted departmental procedures and conduct
· Keeping current on laws and relevant legal opinions
· Participating in all required training
· Adhering to an exemplary code of conduct while on or off duty in dealing with other department members, as well as the City and the public
· Functioning effectively within the prescribed chain of command
4. Performs tasks related to Emergency Communication, including:
· Responding to dispatched calls for service, and self-initiating investigations in the field
· Completing necessary investigative reports, documenting inspections, investigations, citizen contacts, and actions taken
· Utilizing proper radio protocol and operational procedures
5. Management and implementation of various projects within the Communications Center, including:
· Upgrading 911, radio, and computer system
· Updating and maintaining existing CAD electronic information
· Creating new electronic CAD information
· Coordinating testing of major system/data changes and map updates
· Partnering with departments and adjoining agencies to update the Master Street Address Guide (MSAG) for the City of Westminster and correcting misrouted, incorrect, or incomplete ANI/ALI information for Enhanced 911 system
· Making and maintaining chain of custody of radio tapes for department personnel, county district attorneys, and other departments and citizens
6. Must be able to safely and proficiently use required vehicles and equipment, including:
· Maintaining and inspecting all equipment
· Safely operating vehicle under routine and emergency conditions
Other Duties and Responsibilities
1. Represent the City of Westminster on professional boards and outside organizations
2. Incumbent is accountable for all duties of this job, and other projects and responsibilities may be added at the City’s discretion


Education, Experience, Skills, Formal Training, Licenses, and Certifications
Required :
· Two (2) years of college-level coursework in Business Administration, Criminal Justice, Emergency Communications, or related field
· Must be able to obtain a Colorado Driver License and maintain safe driving record for duration of employment
· At least three (3) years Public Safety (police and/or fire) dispatching and communications experience in a lead position
· Ability to type a minimum of 35 words per minute with 80 percent accuracy
· Customer service and public contact using telephone communications in a fast-paced multi-tasking environment
· CCIC and NCIC certification
Preferred :
· EMD instructor certification or experience training personnel
· Four (4) year Bachelor ’s degree in Business Administration, Criminal Justice, or related field
· APCO EMD certification
· APCO Police Dispatch certification
· APCO Fire Dispatch certification
· Knowledge of police and fire operations and procedures
· Knowledge of local geography
Any equivalent combination of education, training, and experience, which would provide the required knowledge and skills, may be considered.
Physical Requirements
Work performed is sedentary in nature, but requires sufficient physical strength and stamina for:
· Constant sitting throughout a ten-hour shift to take emergency calls and assist public safety personnel throughout an emergency situation; occasional standing and walking
· Occasional bending, kneeling, and reaching overhead and below shoulder to perform daily duties and access information at a desk from a seated position; frequent twisting to reach for material and monitor multiple computer screens
· Occasional firm grasp; frequent light grasp; constant fine manipulation and handling to operate a mouse to move thought multiple screens, input information into a database system, and perform multiple tasks at one time
· Occasional actuate mechanism to operate an optional foot switch
· Constant near and far acuity to view multiple computer screens, read data on computer and paper, and view personnel locations on maps; constant hearing to assist emergency personnel, citizens in stressful or dangerous situations, and ability to pick up on background noises that may assist emergency personnel
· Occasional lifting and carrying of up to fifty (50) pounds to move reams of paper throughout dispatch center; occasional pushing and pulling of up to fifty (50) pounds with the use of a cart or dolly

Work is constantly performed indoors in a 24-hour emergency dispatch center. Working environment includes: confinement to work area for long periods of time; exposure to periods of high activity, emergencies, and high stress under extremely demanding conditions; exposure to viewing various computer monitors at any given time; and exposure to noise levels that may cause distractions.
Required Materials and Equipment
Operates multiple radio channels with the use of a headset to communicate by voice to Police, Fire, EMS, other City departments, and other various public safety agencies. Working within five (5) different computer systems at any given time to access and enter information, dispatching, and communicating with public safety units. Use of a multi-line IP based telephone system with the use of a headset to include Police and Fire emergency lines, E-911 lines, administrative lines, and direct lines to other agencies. Other equipment used or accessed includes overhead paging system, fax machine, TV/VCR equipment, and printers.

· Background checks will include employment references, criminal history, credit check, and education verification
· Drug screen and voice stress test
· Physical
· Must be legally entitled to work in the United States