Emergency Communications Assistant Shift Supervisor

JOB CODE: 1944

PAY GRADE: 1211

SALARY RANGE: $41,115 - $69,994

LOCATION OF WORK
Emergency Medical Services

GENERAL DESCRIPTION
Under the direction of the Emergency Communications Shift Supervisor, performs highly responsible supervisory and technical communications work in the operation of telecommunications, Computer-Aided Dispatch (CAD), and emergency medical dispatch systems in the 9-1-1 Emergency Communications Center. Incumbent serves as a working supervisor responsible for monitoring calls, medical interrogations, dispatching, radio communications, evaluating employee performance, and making recommendations for remediation, additional training, or discipline when required. Work includes maintaining quality assurance, performance documentation, and certification compliance records for assigned personnel, and structured training, coaching, and continuing education. Employee exercises independent judgment in accordance with established departmental rules, regulations, medical dispatch protocols, and departmental standard operating procedures. Incumbents must be able to work rotating shifts, nights, weekends, holidays, overtime, emergency recall, and disaster operations as required by the department. Work is reviewed through reports, conferences, quality assurance records, and job results obtained. Performs duties of the Emergency Communications Shift Supervisor in their absence. Performs other work as requested.

ESSENTIAL WORK TASKS
Monitors, receives calls, and broadcasts on multiple radio frequencies; receives requests for emergency services by telephone or radio; determines nature of required assistance, location, and other pertinent information; dispatches required units according to standard operating procedures, monitors live call processing, medical interrogations, dispatch priorities, and radio traffic to support safe and timely deployment of resources. Provides supervisory guidance and assistance to subordinate personnel by assigning duty areas, reviewing written reports, and providing technical assistance; addresses escalated operational questions and employee issues during the shift. Maintains personnel training and performance records; monitors certification and continuing education status of assigned employees; assists with employee complaints, and counseling; recommends remediation or disciplinary action when required. Operates audio telecommunications and computer equipment with a high degree of accuracy; maintains applicable logs and forms; enters, updates, and retrieves information from (CAD) System, 9-1-1 telephony, mapping, radio, and protocol software systems. Plans and conducts performance reviews, orientation sessions, remediation, drills, and continuing education for employees on the operation of telecommunication equipment and emergency medical dispatch systems within the 9-1-1 Emergency Communication Center; participates in meetings, seminars, workshops, and training sessions to obtain beneficial departmental information integrates protocol updates, policy changes, equipment modifications, and operational improvements into shift training. Provides direct feedback to individual employees, supervisors, and administration on system quality, protocol compliance, certification readiness, and employee performance; makes recommendations for improvement; assists with the implementation of corrective action plans when needed. Assists employees in completing complex tasks through live and simulated incidents to build skills and confidence, particularly in high stress, high risk, or infrequently encountered call types. Observes and prepares performance reports that assess employee performance; documents all training, job performance, competency, and probationary progress through the use of Daily Observation Reports (DOR), Tracking Charts, Written Unit Tests, Skill Tests, Incident Reports, Counseling Forms, Documentation of Instructions, and other quality assurance records. Supports major incidents, severe weather events, mass casualty incidents, special events, and disaster operations; coordinates notifications and resources, maintains communication continuity, and relays escalating operational concerns to the appropriate supervisor. Performs duties of the Emergency Communications Shift Supervisor in their absence, including monitoring workflow, resource deployment, staffing adjustments, and escalated communications issues.

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of the rules and regulations of the Federal Communications Commission, City of Baton Rouge/Parish of East Baton Rouge, Department of Emergency Medical Services. Knowledge of applicable state requirements governing telecommunication, emergency medical dispatch, and telephone Cardiopulmonary Resuscitation (CPR) certifications. Knowledge of computer-aided dispatch in relation to public safety and 9-1-1 systems, including protocol-based medical call processing, call prioritization, and quality assurance review. Knowledge of the names and locations of the streets, hospitals, response zones, and key buildings in the Parish and surrounding areas. Knowledge of rules, regulations, and local traffic conditions in order to assist in the selection of the best route for emergency vehicles and the most appropriate resources to respond effectively. Knowledge of primary response responsibilities, operational capabilities, and interagency coordination needs of area emergency service provider agencies. Knowledge of the principals involved in the operation of radio, telephone, communications equipment, and employee coaching, performance documentation, and remedial training. Skill in the operation of radio, telephone, computer terminal, protocol software, and other communications and office equipment. Ability to speak calmly, clearly, and concisely in a well-modulated voice to explain emergency first aid procedures and approved pre-arrival instructions. Ability to understand and follow oral and written instructions and apply approved protocols, policies, and procedures consistently. Ability to think and act quickly, calmly, and accurately in emergency situations while supervising the work of others. Ability to maintain required records, reports, certification documentation, and quality assurance files accurately. Ability to train, coach, evaluate, and provide instruction to personnel in a manner conducive to full performance, accountability, and high morale. Ability to elicit complete and accurate information from the general public when they are in a distressed or confused state. Ability to maintain confidentiality of patient, caller, employee, and operational information accessed through department systems and communications. Ability to apply good work habits such as punctuality, reliability, preciseness, and dependability in order to effectively complete assigned tasks and contribute to the smooth operation of the department and division.

MINIMUM REQUIREMENTS