Dispatch Supervisor (Supervisor, Emergency Comm)

Department Overview

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

• Receive emergency and non-emergency telephone calls. Process and evaluate the information received quickly and accurately and provide assistance and reassurance to callers.

• Utilize a Computer Aided Dispatch (CAD) system to accurately enter public safety and maintenance related information as it is being received by phone, radio, and alarm systems. Utilize a CAD system to record and maintain unit status of on-duty personnel, equipment, and resources.

• Determine, select, and assign appropriate response based upon the nature of the incident, the status of units in the geographical area, and applicable protocols, policies, and procedures.

• Operate and monitor two-way radio communications equipment and radio paging systems in order to dispatch law enforcement, fire, medical/EMS, and other non-emergency units.

• Perform checks on persons, vehicles, and property using sensitive and restricted law enforcement information systems. Record events and actions taken.

• Maintain appropriate security and confidentiality of information created or encountered in the performance of assigned duties (e.g., CJIS, LEDS, HIPAA, etc.).

• Interact by phone, radio, or in person with OHSU community members relative to service information, signing out of keys to facilities and contractors, and using access control systems.

• Receive, dispatch, and document requests for maintenance assistance by telephone, radio, alarms, or walk-in traffic.

Required Qualifications

Education and Experience

• High school diploma or equivalent.

• ICS 100, 200, 700, & 800 within 6 months of hire.

• Minimum of three years of emergency services or law enforcement dispatch experience; AND

• At least one year of supervisory telecommunicator work or lead experience, performing supervisory duties, such as performance evaluations, coaching/counseling, recommending disciplinary action, direction of work, etc. OR

• Minimum of two years of OHSU Public Safety dispatch experience.

Knowledge, Skills, and Abilities

• Knowledge of theory, principles, practices, techniques, and technology in the field of emergency communications for a public safety emergency services dispatch center.

• Knowledge of policies and procedures of law enforcement, fire, and emergency services partner agencies, as they pertain to emergency communications.

• Knowledge of federal, state, and local laws pertaining to emergency operations, emergency call centers, dispatching, and personnel, and ability to learn OHSU policies, procedures, and practices.

• Possess excellent customer service skills and demonstrate exceptional professionalism.

• Possess an advanced level proficiency with Dispatch CAD and Records Systems.

• Possess an intermediate level of proficiency with computer programs and applications, such as Microsoft Office Suite.

• Possess keen cultural competency and the ability to understand, communicate, and interact with people from diverse populations.

• Ability to plan, organize, and supervise the work of staff, including developing and implementing workplans to achieve organizational unit mission, goals, and performance measures.

• Ability to supervise a diverse workforce, promote an equitable workplace environment, and apply equitable program practices to a diverse and complex community.

• Ability to exercise independent judgment and make quick, sound decisions.

• Ability to provide detailed reports, and complete other reporting responsibilities, to regulating agencies.

• Ability to comply with safety requirements of the position and actively promotes safe work practices.

• Must pass a law enforcement background investigation.

• Must pass a Medical Examination.

• Must pass a Psychological Evaluation.

Licenses and Certifications

• Must possess a Department of Public Safety Standards and Training (DPSST) Basic, Intermediate, and/or Advanced Telecommunicator certification or obtain one within 18 months of hire ; must complete annual certification maintenance requirements to maintain position.

• Must possess or obtain within 24 months of hire a Supervisory certification from DPSST; must complete annual certification maintenance requirements to maintain position.

• Possess or obtain within 90 days of hire a Law Enforcement Data System (LEDS) Inquiry/Entry certification.

Preferred Qualifications

• Completion of college level coursework in criminal justice, public administration, psychology, or related subjects.

• Combined law enforcement, fire, and Emergency Medical Services dispatch experience.

• Experience with simultaneous call-taking, dispatching, and supervisory duties.

• Knowledge of 800 MHz trunked radio systems.

• Knowledge of and ability to program and update CAD systems.

• Knowledge and ability to program and maintain integrated radio and telephony communications.

• Possess an expert level knowledge of programing UHF and VHF radios.

• DPSST Supervisory Certificate.

• Association of Public Safety Communications Officials (APCO) Communications Training Officer (CTO) Certification.

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.

Benefits

• Healthcare for full-time employees covered 100% and 88% for dependents.
• $50K of term life insurance provided at no cost to the employee.
• Two separate above market pension plans to choose from.
• Paid time off - up to 208 hours per year.
• Extended illness bank - up to 64 hours per year.
• 9 paid holidays per year.
• Substantial Tri-Met and C-Tran discounts.
• Employee Assistance Program.
• Childcare service discounts.
• Tuition reimbursement.
• Employee discounts to local and major businesses.

All are welcome

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.