KaneComm (Kane County Emergency Communications)
9-1-1 Communications Shift Supervisor (40 Hours/Week)
KaneComm is a multi-jurisdictional dispatch center responsible for the dispatch services for nine police departments and seven fire departments located in Kane County. KaneComm is staffed with 15 Telecommunicators and three Shift Supervisors. In 2019, KaneComm answered 138,643 emergency and non-emergency telephone calls and dispatched 80,469 calls for service.
The 9-1-1 Communications Shift Supervisor position works closely with the Deputy Director and Director of Communications. This position will be responsible for supervising staff and operations as a working supervisor in the communications center; ensures compliance with policies, procedures, and standards to enable the safety of all public safety responders and the public; performs telecommunicator duties as required.
KaneComm is a 24 hour, 7 days a week operation and applicants must have the ability to work any shift, including weekends and holidays.
- Receives messages via radio, telephone, computer-aided dispatch (CAD) and data transfer, prioritizes messages, and transmits to the proper parties for dispatching equipment and personnel in emergency and non-emergency situations.
- As a working supervisor, oversee the daily operations of the Telecommunicators.
- Carries out supervisor responsibilities in accordance with Standard Operating Procedures, Collective Bargaining Agreement and applicable laws.
- Oversees dispatch operations, schedule adjustments, administrative notification, proper completion of required forms, support assignments and delegating tasks when appropriate.
- Will assist in the implementation and delivery of training programs for newly hired Telecommunicators and continuing education for existing Telecommunicators as assigned by the Deputy Director of Communications.
Operational and Performance Supervision:
- Investigates issues and concerns related to shift operations.
- Provides written reports, counseling/discipline, addressing citizen complaints, resolving shift problems, recognizing quality performance through Quality Assurance Reviews, incident critiques, observed behavior, and subscribing agency feedback.
- Attends staff meetings.
- Completes annual performance evaluations.
- Will alert the Deputy Director of Communications to any violations of Kane County Emergency Communications procedure by subordinates.
Quality of Work:
- Adheres to all applicable rules and guidelines related to established work hours and scheduling.
- Takes corrective action when made aware of areas needing improvement.
- Is aware of and responsive to co-workers and work environment conditions.
- Interacts with citizens, subscribing agency personnel and coworkers in a cooperative, courteous and professional manner. Professionally handles constructive criticism.
- Has a working knowledge of the LEADS/NCIC system.
- Maintains LEADS full access certification.
- Maintains personal security and confidentiality requirements.
- Has a working knowledge of understanding of the MABAS, Statewide and ILEAS systems.
- Is familiar with the location and use of hardcopy and computer based resources related to these systems.
- Working knowledge and proficiency of all operational related resources and equipment.
- Makes proper administrative notifications as needed.
- Assists Director and Deputy Director with the development of goals, objectives, policies and procedures; ensures compliance with and effectively implements policies and procedures; attends and conducts meetings and training sessions as required.
- Maintains and seeks to improve professional knowledge, skills, and development.
- Will work directly with the on-duty Patrol Supervisors to resolve any conflicts that may occur between Telecommunicators and Officers.
- Represents the County with dignity, integrity, and a spirit of cooperation in all relationships with staff and the public. Performs other related duties as assigned.
Material and Equipment Used:
- General office equipment
- Computer Aided Dispatch System
- Radio equipment
- Digital Voice Recording equipment
- 9-1-1 and Business Telephone System
Minimum Qualifications Required:
Education and Experience:
- High school diploma or GED; and, Two years experience as a 9-1-1 Telecommunicator; or, Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.
- Must pass a keystroke/typing test minimum of 35 words per minute, applicant testing, oral interview; as well as extensive background investigation; criminal history check, psychological evaluation, physical exam and drug test.
Licenses and Certifications:
- Law Enforcement Agency Data System (LEADS) Certification
- APCO Emergency Medical Dispatch Certification (preferred experience in, but required by completion of training)
- Illinois Department of Public Health (IDPH) Emergency Medical Dispatcher Certification
- CPR Certification
- National Incident Management System (NIMS)
- Public safety dispatch operations
- Public safety communications equipment
- Developing teams, motivating employees and maintaining employee morale
- All applicable state, federal and local ordinances, laws, rules and regulations
- Planning, organizing, assigning, directing, reviewing, and evaluating the work of the staff.
- Oral and written communication with internal staff, citizens, and other departmental staff in order to give and receive information in a courteous and professional manner.
- Operating all software and hardware related to perform the essential functions of the job.
Mental and Physical Abilities:
- Must be able to read, remember and use policies, procedures, criminal laws and ordinances that apply to the position, as well as remembering numerous details of calls received.
- Understanding and following oral and written instructions.
- Will possess and maintain the requisite physical abilities necessary to carry out the duties of a Communications Shift Supervisor.
- Training staff in work procedures and policies.
- Working under pressure, exercising good judgment and making sound and timely decisions in emergency and non-emergency situations.
- Communicating clearly and concisely in writing during emergency and nonemergency situations.
- Recalling, identifying, and categorizing information.
- Ability to prioritize and manage multiple projects and responsibilities as assigned.
- Ability to maintain confidentiality on all emergency and non-emergency matters.
- Ability to establish and maintain effective working relationships with superiors, subordinates, officials, departments, other government entities, and the general public.
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Mobility to work in a typical office setting and use standard office equipment; stamina to remain seated for extended periods of time; strength to lift and carry up to 10 pounds; vision to read printed materials and a computer screen, and hearing and speech to communicate in person, over the telephone and over the radio. Work is performed in a high call volume emergency dispatch environment, where there is limited opportunity for physical movement and the dispatcher must remain alert and responsive while observing computer display screen for uninterrupted periods of time; may be subject to extended work periods without relief, periods of high call volume, and stressful situations.
Kane County employment application and resumes accepted by:
Department of Human Resource Management
719 Batavia Avenue
Geneva, IL 60134
Qualified applicants will be contacted with information regarding the testing process. Please do not contact the Emergency Communications Center directly with inquires regarding employment opportunities. Applicants must submit to a criminal background check. EEO Employer/Program. Auxiliary aids are available to individuals with disabilities upon request.