911 Deputy Director

DEPUTY DIRECTOR/ TERMINAL AGENCY COORDINATOR (TAC)

Position Summary:

This position is responsible to the Director and to serve as the Terminal Agency Coordinator (TAC). This position is responsible for entering warrants daily into the NCIC Database. This position will also assist the Director with overseeing the staffing, supervision, direction, training, and administration of the Marshall County Emergency Communications Center as needed. If the Director is unavailable, this position will fill in for the Director duties. This position will work closely with Law Enforcement, Fire, EMS, and Emergency Management to ensure the highest quality of emergency services are provided to Marshall County through a dedicated, professional oriented, communication center.

The position also supervises and trains other dispatchers concerning the operations of the Emergency Communications Center. Independent judgment is used according to the situation and sometimes different courses of action must be taken to complete the tasks of the Communications Center.

This position requires a high level of responsibility, flexibility, attention to detail, the ability to work under pressure and the ability to maintain privacy and confidentiality in around the clock operation.

Job Tasks and Responsibilities:

• Communicates clearly and maintains an effective working relationship with the Director and as needed with the Marshall County ECD Board with the annual budget, scheduled board meetings and supply Board Members with clear, concise, and consistent information related to the 911 operations to support their decision making for the organization.

• Communicates clearly and maintains an effective working relationship with all levels of the State, the County, the community and the public and asks questions or seeks direction from the appropriate sources when needed.

• Act as the individual responsible for liaison with the TBI and the FBI. According to FBI, the TAC should be an individual in the management structure of the local agency who has sufficient authority to implement procedures and policies and must be knowledgeable of state, NCIC, and NLETS policies and procedures. In addition, the TAC must be someone who can be allowed adequate time and attention to perform the functions of the position, and who is authorized to enforce regulatory compliance within the agency.

• Will enter warrants, maintain Sex Offender Registry, Bond Conditions, and all other items related to entries to NCIC and NLETS.

• The individual must:

• (1) be basic certified (40-hour class),

• (2) participate in the TAC Orientation class provided by TBI, and

• (3) receive TBI provided training per year to maintain certification.

• See attached TAC Job Description for all responsibilities.

• Functions as Telecommunicator as needed; Answers multiple telephone lines and 911 communications; screens and monitors routine and emergency calls from the public and other safety agencies by radio and telephone; categorizes and prioritizes calls.

• Has the willingness and flexibility to continually learn new regulations, procedures, equipment, and systems and has the ability to train others.

• Has excellent problem-solving skills in stressful emergency situations and can react quickly and accurately to the situation.

• Can work in a supervisory capacity to build a knowledgeable team with a strong work ethic to meet department requirements and deadlines.

• Able to utilize the technical knowledge of emergency procedures and documentation required by state and federal regulatory agencies.

• Assist the Director in providing support to Supervisors with planning and directing shift activities, preparing daily work rosters, adjusts schedule staffing and/or requests overtime to ensure adequate manpower at all times; calls in additional personnel as necessary to maintain adequate manpower during shift.

• Assist the Director in documenting employee absentee occurrences and work-related injuries; and disciplinary action as required.

• Ensures compliance with policies and regulations.

• Assist the Director in updating personnel on changes or additions in procedures affecting their position directly or indirectly; distributes information and relays special instructions received during shift.

• Assist the Director in evaluating shift operations through personal observation of dispatchers and recommend improvements or modifications to work practices.

• Assist the Director in working proactively with staff to resolve performance or personnel issues at the lowest level.

• Identifies issues and implements basic corrective actions including oral counseling and oral warnings; discusses need for further corrective action with the Supervisors and Director as appropriate.

• Performs multiple tasks simultaneously; takes appropriate action when presented with a routine call or a stressful life/death situation; remains calm under all circumstances.

• Coordinates with the Director on major incidents to ensure that proper notifications are made; assists in call handling if necessary and coordinates with Incident Command.

• In the absence of the Director, serves as liaison to other departments and personnel; notifies appropriate personnel and/or supervisors of critical situations and weather-related information.

• Stays regularly aware of employee actions and behavior for signs of stress, coping and general emotional well-being; specifically watches for these signs during or any time after high stress and major incidents.

• Along with the Director, ensures technical equipment is properly maintained, regularly serviced and fully functional.

• Along with the Supervisors, reviews Police/Fire/EMS calls for compliance to protocol, etc. Provides, reviews, and maintains on an annual basis a Quality Assurance/Quality Improvement program.

• In the absence of the Director, completes a variety of reports and correspondence relating to dispatch activities in a timely manner, such as investigations, inquiries, or preparation of documents for court purposes including CAD reports, ANI/ALI reports, etc.

• In case of emergency or other necessity, assist the Director in transfer of operations to the backup location.

• Provides assistance to other employees, or departments as needed.

• Responds to calls, text, and emails during off-duty hours as needed.

• Research, obtains, and/or provides information as requested.

• Assist the Director in responding to requests from the public for information concerning the full range of available public services; Provides general information to the public; routes calls to appropriate department.

• Work requires long periods of attention to detail; extensive computer keyboarding; occasional lifting, bending, kneeling, and stooping to lift objects weighing up to 25 pounds; ability to perceive and discriminate sounds and visual cues; ability to communicate orally.

• Skilled in Microsoft Office, Word, CAD, and other computer equipment necessary for the function of a communications center.

• Skill utilizing verbal and written communication to develop reports and training material.

• Must assume the duties of the Director in his/her absence.

• Performs other related tasks and duties as required.

Qualifications

Knowledge of:

• All TAC Responsibilities.

• Techniques, procedures, and methods used in the operations of a public safety communications center.

• Federal, state and county laws, rules, regulations, practices, and procedures related to Marshall County 911 Emergency Communications operations.

• General knowledge of computer aided dispatch (CAD) enhanced 9-1-1 equipment and NG 911 equipment.

• General knowledge of cities and locations of highways, main streets and major buildings and geography of Marshall County Tennessee.

• Principles and practices of effective staff supervision and motivation.

• Customer service/public relations practices.

• Proper notification of equipment failures or in the absence of the Director, after hour call outs for radio, computer, or phone problems.

• Effective interpersonal communication methods and techniques, including conflict resolution and general mediation techniques.

• Extensive knowledge of policies and procedures of Marshall County 911.

Ability to:

• Effectively perform the full range of supervisory duties as described above.

• Able to enter all entries efficiently and correctly into NCIC and NLETS in a timely manner.

• Define personnel requiring Basic or Query Certification training.

• Schedule personnel for Basic Certification class

• Ensure that on-the-job training of new operators is accomplished prior to Basic Certification class.

• Issue TIES Study Guide for Query Certification and Basic and Query Re-certification.

• Schedule Query Certification and Re-certification testing

• Submit training records to TBI/FBI

• Ensure that the TBI LESU Certified Operator File is up to date for the agency.

• To maintain liaison with the state system manager CTA,

• And to provide input into the state and national systems

• To be the on- the -scene expert in NCIC and NLETS policy and procedures

• Plan, coordinate, direct and accomplish the activities of management.

• Assist the Director in evaluating dispatcher performance and conduct; provide positive feedback and constructive criticism as appropriate; and identify and recommend improvements.

• Monitor performance issues and concerns; discuss notable performance or performance concerns with the Director as appropriate.

• Assess the emotional state of staff on duty; react appropriately to staff’s needs in emergency and routine situations.

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• Understand and apply supervisory guidelines, policies, or procedures in diverse situations.

• Explain and help staff understand dispatch responsibilities, priorities, and procedures.

• Apply a high level of initiative, discretion, and judgment in accomplishing the work.

• Develop and maintain effective working relationships with assigned staff, the public, coworkers, supervisors and managers, user agency stakeholders, and officials from other jurisdictions, departments, or agencies.

• Accurately dispatch public safety personnel and equipment quickly and efficiently, including all requirements of Telecommunicators.

• Perform work under stressful or emotional conditions.

• Work any assigned shift, including day, swing or graveyard and work all days of the week including weekends and holidays.

Education and Experience:

• High School Diploma or equivalent.

• Public Safety Telecommunicator Certification.

• Power Phone Certification.

• NCIC TAC Certification.

• Associate degree or at least 3 years of progressively responsible communications dispatching experience preferred.

• Experience or other qualifications that demonstrate strong decision-making skills, excellent interpersonal communication and conflict resolution skills, and ability to successfully supervise, motivate.

• Attaining CTO (Communications Training Officer) is strongly encouraged.

• Emergency Number Professional (ENP), while not required, is strongly encouraged.

TERMINAL AGENCY COORDINATOR (TAC) RESPONSIBILITIES

• The TAC (and Alternate TAC if appointed) is the individual responsible for liaison with the TBI and the FBI. According to FBI, the TAC should be an individual in the management structure of the local agency who has sufficient authority to implement procedures and policies and must be knowledgeable of state, NCIC, and NLETS policies and procedures.

• The individual must be authorized to function across agency section/unit boundaries (ie. communications, records, patrol, etc.) to effectively coordinate the agency’s state, NCIC, and NLETS activities.

• In addition, the TAC must be someone who can be allowed adequate time and attention to perform the functions of the position, and who is authorized to enforce regulatory compliance within the agency.

• The Terminal Agency Coordinator (TAC) is the assigned “contact person” required by the Federal Bureau of Investigation.

• Each agency having a TIES computer terminal must appoint a TAC. (The Alternate TAC is an optional position).

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Liaison Duties:

• Detect and report compliance issues within the Agency (and any Non-Terminal Agencies their agencies may service)

• Make requests to TBI on the agency’s behalf.

• Familiarize agency personnel with information received from TBI.

• Promote agency involvement in system use and development.

• Notify TBI of terminal relocation.

Materials Dissemination:

• Maintain user agreement.

• Receive and disseminate system derived and mailed communication.

• Update manuals, TIES Study Guide, NTA Guide, etc.

TAC Re-certification:

• Attend TIES User Group Conferences and/or TAC Re-certification Classes

NCIC and TCIC Records:

• Ensure that records are entered in TCIC and NCIC according to guidelines.

• Ensure that second/third party checks and quality assurance procedures are followed.

• Ensure that records are validated in accordance with TBI and FBI procedures.

• Ensure that Hit Confirmation and Locate messages are handled according to procedures.

Compliance Audit Coordination:

• Adhere to date and time of audit assigned by TBI Compliance Audit Coordinator.

• Prepare agency records for audit purposes.

• Be available to work with Coordinator during the audit process.

• Arrange for agency’s administrator to be present to discuss audit.

• Coordinate agency’s response to any non-compliance issues noted in the audit.

• Monitor adherence to resulting compliance efforts.

Job Type: Full-time

Pay: $51,230.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 12 hour shift
• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Nights as needed
• On call
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Supervising: 2 years (Required)
• Telecommunication: 3 years (Required)

Language:

• Spanish (Preferred)

License/Certification:

• Driver's License (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Ability to Relocate:

• Lewisburg, TN 37091: Relocate before starting work (Required)

Work Location: In person