Emergency Communications Shift Supervisor

JOB CODE: 1946

PAY GRADE: 1231

SALARY RANGE: $45,329 - $76,968

LOCATION OF WORK
Emergency Medical Services

GENERAL DESCRIPTION
Under the direction of the Emergency Communications Chief of Operations, performs highly responsible supervisory and technical communications work in the daily operation of the 9-1-1 Emergency Communications Center. Work involves managing personnel, equipment, call processing, emergency medical dispatch systems, and related support systems. Incumbent serves as the senior communications supervisor during assigned shifts and is responsible for maintaining adequate staffing levels, monitoring operational performance, ensuring adherence to established protocol compliance, overseeing the certification and continuing education of assigned personnel. This role is also responsible for directing Communications Center activities during major incidents, severe weather events, special events, and disaster operations. Work includes direct supervision of assistant shift supervisors and emergency communications officers, reviewing employee performance, reports, and quality assurance records, developing personnel through coaching, remediation, structured training, and progressive discipline when required. Employee exercises independent judgment in accordance with established departmental rules, regulations, approved medical dispatch protocols, and departmental standard operating procedures. Incumbents may be required to work nights, weekends, holidays, special events, emergency activations, emergency recall, and disaster operations. Work is reviewed through reports, conferences, quality assurance records, and operational results obtained. Performs other work as requested.

ESSENTIAL WORK TASKS
Prepares employee shift schedules for vacations, holidays, sick leave, training, special events, and other staffing needs; coordinates call-ins, coverage adjustments, emergency recall, and other staffing actions necessary to maintain safe and effective communications center operations. Provides supervisory guidance and assistance to assistant shift supervisors and subordinate personnel by assigning duty areas, monitoring workflow, reviewing written reports, providing technical assistance, addressing escalated employee issues, and recommending and administering discipline when required. Conducts ongoing professional development and competency assessments of shift personnel; reviews call recordings, Computer-Aided Dispatch (CAD) system documentation, protocol compliance, and quality assurance records; and makes recommendations for training remediation and performance improvement to the Emergency Communications Chief of Operations. Disseminates emergency notifications to key City-Parish personnel during major incidents and coordinates communications escalation, notifications, and support during mass casualty incidents, severe weather events, disasters, system failures, and special events. Collaborates directly with EMS operations supervisors, hospitals, fire, law enforcement, and mutual aid partners to ensure coordinated efforts to achieve the mission of the Department of Emergency Medical Services and maintain continuity of service. Provides interface with other departments while on duty and communicates time-sensitive information related to hospital status, staging, responder safety, coverage needs, and operational priorities. Monitors supplies and maintains a sufficient supply of items on-hand for daily operations, including forms, maps, reference materials, and other resources necessary for communications center readiness. Notifies repair crews and the Emergency Communications Chief of Operations of any malfunctioning equipment; supervises the general care and use of equipment; tests equipment as necessary to ensure proper operating condition; initiates contingency communications procedures when systems are degraded or unavailable. Assists in the maintenance of all records, reports, maps, and documents necessary to the operation of the Emergency Communications Center, ensuring complete and accurate documentation for operational review, legal compliance, billing support, quality improvement, and accreditation. Ensures that all required certifications, licensures, protocol credentials, and continuing education for assigned personnel remain current; assists with onboarding, probationary evaluations, drills, remediation, and the implementation of protocol equipment, and policy changes that affect shift operations. Completes any special projects assigned by the Emergency Communications Chief of Operations, which include reviewing division operations, evaluating workflow, and making recommendations for changes or improvements, or any related assignments.

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 telephone systems, radio equipment, dispatch techniques, CAD, mapping, recording, and protocol software systems used in public safety communications. Knowledge of protocol-based medical call processing, incident prioritization, pre-arrival instructions, and quality assurance principles used in emergency medical communications. Skill in the operation of the CAD system and related equipment in the Emergency Communications Center. Ability to plan, schedule, staff, and supervise employees in the Emergency Communications Center while maintaining operational readiness and continuity of service. Ability to communicate clearly, concisely, and in a courteous manner during routine operations and high-stress incidents. Ability to establish and maintain effective working relationships with subordinate employees, field supervisors, hospitals, public safety partners, and other agencies. Ability to review employee performance, identify training needs, document deficiencies, and implement coaching, remediation, and corrective action when necessary. Ability to think and act quickly, calmly, and accurately in emergency situations while supervising the work of others. 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