Communications Supervisor

at Illinois Tollway in Downers Grove, Illinois, United States

Job Description

• Supervise day-to-day operations of the 9-1-1 Dispatch center which processes incoming 9-1-1 calls and properly dispatches ISTHA Highway Maintainers, H.E.L.P roadway assistance drivers, Roadway Electric, Illinois State Police resources, requests local Police, Fire and EMS or other assistance to the caller or patrons in need. 
• Perform all functions of a full trained Telecommunicator employed by the Illinois State Toll Highway Authority.
• Serve as the point-of-contact for internal or external Illinois State Toll Highway Authority partners and the public in the absence of the Dispatch manager. 
• Participate on various 9-1-1 Dispatch and Illinois State Toll Highway Authority committees as directed by the Dispatch Manager, or the General Manager of Traffic and Incident Command. 
• Recommend and/or create, maintain, or modify the 9-1-1 Dispatch Centers, Written Police, Procedures as requested by the Dispatch Manager. 
• Review performance of the Telecommunicators and Call Takers as part of the Quality Assurance (QA) program to meet established monthly goals for QA and live QA. 
• Write performance reviews of Telecommunicators and Call Takers. 
• Properly document Telecommunicators positive and negative behavior. 
• Use consistent, progressive disciplinary action for all employees when appropriate. 
• Communicate effectively, orally, in writing, and via various forms of electronic media, with all levels of management and the technical/non-technical staff. 
• Have a working understanding of CAD and RMS. 
• Perform audio reproduction duties for submittal to the courts, or evidence gathering, internal investigations.
• Manage within a collective bargaining agreement environment ensuring adherence to the contract and response to grievances. 
• Assist in coordinating, planning, training, and implementing scheduling of Telecommunicators and Call Takers. 
• Assist in the training of Telecommunicators. 
• Maintain situational awareness of the communications center with regards to activity, major incidents, severe weather, and other potential emergencies, make recommendations to the Dispatch Manager regarding staffing levels. 
• Have an operational understating of the Starcom 21 radio system.
• Monitor and respond to any problems with the 9-1-1/non-emergency telephone systems, MCC 7500 radio consoles, communications/facility infrastructures, and troubleshoot and/or makes proper notification to the Tollway’s help desk, or other vendors, for restoration. 
• Investigate and respond verbally, or in writing, to complaints, investigations, and inquiries from member agencies, subpoenas, and Freedom of Information Act (FOIA) requests. 
• Prepare and perform “roll calls five-in-five” Telecommunicators and Call Takers, to include shift assignments, transfer of pertinent information, training, and preparation for incoming shift. 
• Comply with all orders, regulations, and Written Policy of the Illinois State Toll Highway Authority.
• Follow written and verbal instructions. 
• Perform any other duties as assigned by supervisor. 

SUPERVISORY FUNCTIONS

• Provide supervision and leadership to the Telecommunicators and Call Takers as well as Telecommunicator-in-charge. 
• Assign, direct, motivate, and supervise activities of assigned staff in the successful performance of their tasks and responsibilities. 
• Ensure assigned staff adheres to established Written Directives and standards. 
• Ensure adequate staffing of the 9-1-1 Dispatch center at all times. 
• Monitor, control, and complete projects thoroughly. 
• Prepare, review, and analyze data to make supervisory decision bases on sound research, principals, and standards. 

Education (Required)

• A minimum of a High School Diploma or equivalent from an accredited institution.

Skills and Experience (Required)

• Must be at least 21 years of age. 
• Must possess a valid Illinois river’s license. 
• Must achieve and maintain L.E.A.D.S. certification. 
• Typing speed of 35 words per minute
• Based on operational needs be able to work flex hours and or any of the three (3) shifts, weekdays, weekends, and holidays when needed. 
• Strong analytical and logical problem-solving skills. 
• Proficient in the English language including the proper usage, spelling, punctuation and grammar. 
• Strong interpersonal skills to include the ability to work one-on-one, in a group environment, counsel, public speaking, and presentations. 
• Three (3) years of experience in a 9-1-1 public safety communications center or related field.
• Working knowledge of public safety Computer Aided Dispatch (CAD) systems
• Proficient in Microsoft office, including Microsoft Word, Outlook, Excel and Power Point. 

Physical/Mental Requirements (Required)

• MUST BE ABLE TO WEAR A HEADSET.
• Must be able to activate radio and phone systems utilizing keyboards, buttons, switches, and pedals. 
• Must be able to travel to back-up facility location(s), take 9-1-1 calls and relay back to Central Authority building if phone and communications lines fail. 
• Must be articulate and comfortable speaking in front of others. 
• Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion.
• Frequently required to talk, hear, stand and walk. 
• Must occasionally lift and/or move up to 25 pounds. 
• Must be able to work in excess of continuous 8 hours when required. 
• Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time. 
• Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision. 
• Must hear speech out of both ears in the normal range of 30 db at 500 to 2000 Hz range. 
• Must be able to speak and communicate clearly over telephone lines and radios. 
• Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.

Education (Preferred)

• A minimum of an Associate Degree from an accredited college or university or 60 credit hours from an accredited college or university.
• Post-secondary degree in public safety, management, or related field. 

Skills and Experience (Preferred)

• At least one (1) year in a supervisory position, Operator-in-Charge, or Communications Training Officer. 
• Knowledge of public safety communications systems including, CAD, 9-1-1, radio, digital loggers, etc.
• Knowledge of the Tollway roads
• Foreign language skills in Spanish or other desired language. 
• Computer/data entry experience.