Dispatch Supervisor (Supervisor, Emergency Comm)

Dispatch And Emergency Communications Supervisor

The Department of Public Safety (DPS) serves as the University Police Department, providing 24 / 7 public safety and emergency communications across all OHSU campuses to a diverse community of staff, students, patients, and visitors. The DPS Emergency Communications Center is critical to maintaining a safe, secure, and professional environment, operating with the highest standards of customer service and response efficiency.

The Dispatch and Emergency Communications Supervisor is essential to this operation. This supervisory, hands-on role is responsible for the overall daily function of the 24 / 7 communications center, including scheduling, training, coaching, and evaluating the team of Emergency Communications Dispatchers (Telecommunicators). The Supervisor ensures all emergency response operations are performed quickly and in compliance with laws and regulations, while actively working the console when needed. This position requires strong leadership, technical troubleshooting skills, and a commitment to promoting positive internal and external relationships to uphold OHSU's mission and strategic goals.

Function / Duties of Position

Leadership and Supervisory Duties

• Lead, supervise, and assist Telecommunicators with call-taking and dispatching duties. Create a positive and supportive work environment that fosters inclusion and belonging for all people.
• Plan, organize, and supervise staff, including assisting in developing and implementing work programs, plans, processes, systems, and procedures to achieve performance measures and the mission and goals of the department.
• Schedule and assign work duties and responsibilities including prioritizing and developing work plans, ensuring that the emergency communications center is appropriately staffed. Manage overtime and leave requests and maintain accurate records.
• Provide oversight related to performance and certification requirements and personal development goals for staff. Monitor performance and provide coaching and mentoring for improvement and development. Evaluate performance and complete quarterly and annual performance reviews.
• Oversee and provide support to training teams. Coordinate interdepartmental training of Telecommunicators and serve as a designated Communications Training Officer (CTO), when assigned.
• Respond to inquiries and complaints by investigating concerns. Initiate and manage investigatory processes for policy violations, including making digital audio recordings and other records for internal processing. Ensure appropriate chain of command is followed.
• Develop and revise operational policies and procedures specific to the Dispatch and Emergency Communications Center. Ensure the center is in strict compliance with federal, state, and local laws and regulations, as well as with departmental policies.
• Provide feedback to the Dispatch and Emergency Communications Manager in reference to department activities and their impact on the OHSU community and feedback to upper-level management.
• Oversee and maintain records systems including preparing research documentation for digital recordings and electronic reports.
• Aid in recruitment, selection, and hiring of new staff (including informing position descriptions), as needed.
• Act as an on-call point of contact during non-working hours in addition to and / or in rotation with the Dispatch and Emergency Communications Manager for emergent supervisory needs.
• Serve as a link between agencies and departments during incidents involving multiple jurisdictions. Act as a liaison between the Emergency Communications Center and other departments, outside agencies, businesses and the general public.

Telecommunicator Supervisor Responsibilities

Required Qualifications

Education and Experience

Knowledge, Skills, and Abilities

Licenses and Certifications

Preferred Qualifications

Additional Details

This position must work multiple shifts (e.g., days, evening, nights), weekdays / weekends, and holidays. Work is in an area with moderate noise from phones and radio equipment. The position may require long shifts, due to emergency situations or workload.