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Telecommunications Supervisor

Waukegan 911


Contact Information


Waukegan 911
101 N. West Street
Waukegan, IL 60085


  • 847-599-2608

Position Information

Application Deadline:

  • 01/25/20


  • Starting: $67,901

Position Details


Telecommunications Supervisor










Varies – all three shifts covered


Under direction, supervises and coordinates the telecommunications operations of the Police Department during an assigned shift. Is responsible for the supervision of personnel on assigned shifts. Assists the 911 Director of Telecommunications in the administration, direction, and coordination of division activity. Assists in the hiring, testing, and training of new personnel with the ability to effectively train new personnel. Strong written and oral communications skills. Ensures the dispatch center adheres to local, state, and federal regulations and other rules and requirements.


Works under the direction of the Director of Telecommunications.


Supervises and evaluates the daily work activities of Telecommunicators; reviews and participates in the work of staff responsible for processing emergency, non-emergency and administrative calls for fire and police; ensures work quality in accordance to the Dispatch Center’s standards. Schedules work assignments and provides technical assistance and in-house training to Telecommunicators to assure proper dispatching procedures and LEADS operations; arranges for outside training for the Telecommunicators; directly supervises assigned personnel on assigned shifts. Assists in the training of new personnel, and evaluates all personnel under his/her supervision in accordance with departmental policies.


The following essential job duties listed in order of importance, with the most important duty listed first.

  • Must have excellent organizational, problem-solving, and communications skills
  • Must be well-versed with Waukegan City Streets, Parks, and City Subdivisions
  • Supervise the activities of LEADS in a variety of tasks.
  • Develops and updates the department’s communications procedures; supervises the entry of information into and the use of the CAD system; monitors the operation of the CAD system and trains personnel on procedural changes; able to generates reports detailing the activities of the shift.
  • Monitors the correct entry of information into the LEADS system and the correct dissemination of various messages; updates LEADS manual and informs personnel of changes in procedures;
  • Disseminates necessary written material such as directives and bulletins.
  • Undertakes special projects as assigned.
  • Direct supervision of all telecommunicator personnel within assigned shift.
  • Monitors the correct operation and training for all communications equipment during an assigned shift; contacts service companies when maintenance and/or repairs are needed.
  • Serves as a Telecommunicator as scheduling requires performing all duties and responsibilities of a Telecommunicator during an assigned shift (weekends and holidays included).
  • Maintains daily records of each shift’s activities; prepares and submits a monthly report on communications activities;
  • Assist in maintaining subpoena/recording requests;
  • Monitors police and fire alarms; maintains records of which alarms are in or out of service; prepares daily alarm activity reports and updates alarm activities and computer with current information.
  • Supervises and trains dispatchers on proper phone procedures and equipment operation.
  • Evaluates telecommunicators in accordance with department policies as requested;
  • Keeps Director of Telecommunications apprised of all activities within scope of responsibilities;
  • Prepare and maintain daily time sheet;
  • Assign collateral department duties to Telecommunicators;
  • Post schedules in Communications Center;
  • Accurately maintains all files within Communications Center;
  • Maintain adequate supplies in Communication Center;
  • Ensure proper staff in Communications Center; (weekends and holidays included)
  • Be available for a rotating assignment when needed (weekends and holidays included)
  • Assigned to on-call Supervisor status every two (2) months;
  • Performs other miscellaneous duties as required or assigned which are reasonably within the scope of the duties enumerated above.
  • Prepare and complete analytical and statistical reports and memos as required. 


The incumbent must possess the following knowledge, skills and abilities in order to successfully perform the essential job duties.

  • Ability to schedule and evaluate the activities of the communications staff.
  • Ability to train Telecommunicators in all phases of communications operations.
  • Ability to work independently and efficiently within the confines of standard operating procedures.
  • Ability to attend continuing training programs relating to communications equipment, systems and procedures.
  • Manual dexterity and the ability to perform multiple functions simultaneously.
  • Ability to think clearly, elicit necessary information, and respond quickly to emergency situations.
  • Ability to properly arrange messages for transmittal and make sound determinations regarding their priority.
  • Ability to speak clearly using good diction and proper grammar.
  • Ability to employ courtesy, firmness and tact in relations with the general public.
  • Ability to supervise the preparation and maintenance of a variety of records, logs and reports.
  • Ability to communicate effectively both verbally and in writing.
  • Ability to multi-task and adapt to rapidly changing situations.
  • Possess accurate and quick computer skills.
  • Effective written and oral communications skills.
  • Ability to multi-task and adapt to rapidly changing situations.
  • Excellent organizational skills.
  • A thorough knowledge of all Waukegan City streets.
  • Learn and understand all relevant SOP’s.
  • Perform all work duties and activities in accordance with City policies and procedures.
  • Follow City-wide safety policy and practices and adheres to responsibilities concerning safety prevention, reporting and monitoring.
  • Ability to maintain a calm and reassuring presence while leading and directing.
  • Ability to establish and maintain satisfactory working relationships with co-workers, external agencies, and the general public.
  • Principles of supervision, training and performance evaluation.
  • Knowledge of overall emergency dispatch operations. 


The following list of tools and equipment is a representative but not necessarily all-inclusive inventory of items needed to successfully perform the essential job duties.

  • CAD System Smart Phone Copier
  • Dispatch radio CAD System Microsoft Word / Excel / Outlook
  • Telephone Fax machine TTY/TDD Machine 


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential job duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

  • Be available for overtime
  • Be available for a rotating assignment when needed
  • Assume on-call supervisor when required
  • Shift work at various hours
  • Occasionally, (10% of the day) bends, kneels, crouches or lifts objects.
  • Regularly, (>90% of the day) sitting while answering phone calls and entering data
  • Strong work ethic
  • Multitasking a must
  • Attention to detail and accuracy
  • Read and interpret street maps 


The work environment characteristics described here are representative of those an employee encounters while performing the essential job duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Ability to work around and supervise others while often in stressful situations.

Regularly (90% of the day) sitting at a desk in a climate controlled office doing daily work.


The incumbent must possess the following minimum requirements in order to successfully perform the essential job duties.

  • High School Diploma or equivalent required
  • Associates Degree preferred
  • Minimum three (3) years experience as a Telecommunicator in a police department
  • Thorough knowledge of radio and telephone equipment and operating procedures
  • Thorough knowledge of police, fire and other emergency services operations, procedures and terminology.
  • Thorough knowledge of all geographic areas of the City including major traffic arteries, landmarks, building and streets.
  • Communicate effectively both verbally and in writing
  • EMD Certified
  • LEADS Certified
  • CPR Certified
  • Ability to tactfully and effectively supervise all Telecommunicators
  • Ability to effectively train new personnel
  • Requires thorough knowledge of the operations and procedures of the LEADS system
  • Effective working relations with City departments and public
  • Must be able to work flexible schedule in case of an emergency or emergency staffing
  • Ability to work in a team environment in high pressure situations
  • Ability to communicate across various levels of management
  • Must adhere to strict confidentiality in all matters
  • Provide statistical information when requested 


If interested in this position, please submit your resume and cover letter on or before Saturday, January 25, 2020 to the email address below.  Please indicate Telecommunications Supervisor in the subject line.

The City of Waukegan is an Equal Opportunity Employer. 

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