Reports to 911 Shift Supervisor            Class Code: 2125

Grade: 28            Group: AFSCME 1058             FLSA: Non-Exempt

Hourly Wage: $29.62

DEFINITION:  To serve the public through assistance in the supervision of Telecommunicators and in the training of new Telecommunicators in a major public safety communications center.

DISTINGUISHING FEATURES: Under moderate supervision, acts as assistant supervisor to employees in an assigned shift and trains new and existing Telecommunicators as required. Carries out full-performance level work in operating radio, CAD terminal and other communication equipment necessary for the efficiency and safety of emergency response personnel and the general public.  Receives, responds, transmits, answers and/or verifies messages and/or inquiries received via communications equipment.  Work is performed under the supervision of a 911 Shift Supervisor and in accordance with established rules and procedures.  May be required to absorb all the duties and responsibilities performed by 911 Telecommunicators.  Must be able to work 12-hour shifts, which includes weekends and holidays.  Required to work on-call assignments as scheduled as well as assigned overtime when necessary.

EXAMPLES OF DUTIES:

1.    Monitors and supervises all call taking and dispatching of Law Enforcement, Fire, and EMS personnel as needed in response to requests for assistance; is responsible for control over emergency and non-emergency services and special events.

2.    Operates or supervises the operation of computer terminals connected to state and national networks such as CAD, LEADS, and NCIC.

3.    Enters, modifies, or cancels entries of stolen guns, stolen vehicles, wanted persons, missing persons/runaways and other such information into LEADS, NCIC and Local files or other systems as required.

4.    Assumes the duties of the Shift Supervisor in their absence and keeps management-related information confidential while assuming the duties of the role.

5.    Determines action to be taken in response to complex and emergency calls.

6.    Assists the Shift Supervisor in planning, assigning, and reviewing the performance of 911 Center Personnel and takes disciplinary action as needed.

7.    Assists the Shift Supervisor in training Telecommunicators and other assigned personnel; ensures compliance with standard operating procedure and rules and regulations.

8.    Assigns or assists in assignment of personnel and distributes workload.

9.    Ensures all 911 Center equipment is in good repair and order; takes measures to correct any malfunction equipment.

10.    Shall perform work of a Telecommunicator, including phone control points and Police and Fire control points.  

11.    Communicates to other Shifts all pertinent, required, and necessary information to best serve the efficient operations of 911 Center.

12.    Keeps the administration informed of situations that could potentially create and/or put the Center of Community at significant risk.

13.    Performs related work as required.

KNOWLEDGE AND SKILLS: 

Knowledge of communication procedures and the communication regulations governing law enforcement, fire suppression, and other forms of public safety.  Knowledge of law enforcement records requirements, of the functions and resources of police and fire agencies, of the geographic and physical layout of the service area and of supervisory principles.

Skill in analyzing and solving problems, in coordinating and directing a variety of activities, in managing calls from person under stress, and in typing accurately. Must have the ability to communicate effectively both orally and in writing.  Must have experience in operating a CAD computer and various radio/communications equipment, in supervising others and in dealing courteously with the public.

TRAINING & EXPERIENCE:  

Completion of a formal vocational or other post-secondary training program in radio/communications, public safety communications, data processing or a closely related field and three (3) years experience as a Telecommunicator for a public safety agency and six (6) months of supervisory experience, or any equivalent combination of training and experience.

WORKING CONDITIONS & PHYSICAL DEMANDS:

Work is performed primarily in a call center setting and is essentially sedentary with occasional walking, standing, lifting, bending, or minimal physical activities carrying items under 25 pounds.  Some travel may be required. Work exposes the incumbent to a number of time-sensitive issues that require immediate resolution.

NECESSARY SPECIAL REQUIREMENTS:

Valid Illinois Driver's License.

LEADS certification within 12 months of employment.

Emergency Medical Dispatch (EMD) certification.

Cardiopulmonary Resuscitation (CPR) certification.

Ability to work well with the general public.

Residency Requirement: 

Modified November 15, 2021: All employees (except Police Sworn and Fire Sworn) hired on or   after June 1, 2018, shall reside anywhere in Winnebago County or within fifteen (15) miles of Rockford City Hall (425 E. State Street Rockford, IL 61104) within six (6) months after their introductory period.  Department Heads shall live within the municipal boundaries of the city of Rockford.

Effective June 1, 2018, all newly hired employees, including newly hired Department Heads, shall live within the municipal boundaries of City of Rockford within six (6) months of their completion of their introductory period.

Classified employees hired after January 1, 1984, may live anywhere in Winnebago County or anywhere within an area fifteen (15) miles from the Public Safety Building within six (6) months of their date of completion of probation.  Employees hired prior to January 1, 1984, shall be subject to their conditions of employment in effect at that time.