Dispatch Shift Manager
Employment Type: Full-Time
Industry: Non-Executive Management
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Under the direction of the Security Operations Center Manager, the Dispatch Shift Manager oversees and coordinates the activities of the dispatch center and dispatch personnel; assigns and delegates work projects; schedules employees to ensure and maintain proper team staffing levels; conducts performance management including evaluating work performance, coaching and mentoring; implements corrective action for performance and conduct issues.
The Dispatch Shift Manager has the ability to perform the full range of dispatch duties in addition to overseeing the dispatch center operations. Duties are in support of public safety, providing for the protection, safety, and security of the Tribe, Reservation, related properties, employees, and visitors.
It is vitally important to the success of the organization that only the most qualified individual be selected for assignment to this position within the San Manuel Department of Public Safety. The Department is fully committed to that goal.Essential Duties & Responsibilities
- Manages team members to include: prioritizing and assigning work; conducting performance evaluations; ensuring team members are fully trained; and making hiring, termination and disciplinary recommendations.
- Manages, assigns, reviews and participates in the work of dispatchers who receive and process emergency and non-emergency calls; monitors phone and radio traffic to ensure procedural compliance; reviews case information entered into the computer system; conducts quality assurance feedback and coaching sessions with assigned employees at regular intervals.
- Communicates with the public, subordinates, peers, supervisors; interprets, explains and answers operational and procedural questions, handles concerns from citizens, employees and external customers; completes notifications to appropriate groups or persons.
- Operates and monitors sophisticated communications systems: Computer Aided Dispatch and Radio System while maintaining a thorough working knowledge of the Records Information Management System (RIMS).
- Assesses employees' compliance with procedure, assists in development of employee skills and abilities by providing constructive criticism, recognition and corrective action when necessary; conducts quality assurance feedback and coaching sessions with assigned team members at regular intervals; provides both verbal and written feedback involving the discipline process. Initiates commendations where appropriate.
- Coordinates with the Security Operations Center Manager and Shift Watch Commander concerning relevant events or activities to initiate the process of proper notifications.
- Represents the department publicly and serves as a key representative of the Department of Public Safetys services to internal customers, vendors and visiting patrons.
- Assures that operating procedures and policies are current and adhered to.
- Handles citizen inquiries and complaints by telephone ensuring a high level of customer service and positive relations with the general public.
- Receives, investigates complaints against personnel and submits recommendations to affect any disciplinary action when appropriate.
- Provides reports and analysis of phone records and recordings and CAD data.
- Assists in coordination of team members regarding operations to identify and resolve operational problems.
- Provides technical expertise to departmental team members on communications technology and ensures appropriate training of team members.
- Reviews statistical data which outlines center and employee performance; adjusts schedules (breaks/lunch) as necessary to achieve performance goals.
- Instructs new and existing employees in the classroom and/or briefing on policy and procedure.
- Remains current on job specific procedures through attending training courses in order to apply appropriate methodologies.
- Interacts with a variety of individuals to establish and maintain effective public relationships.
- Deals with the public courteously in order to establish and maintain effective public and customer relations.
- Analyzes situations promptly and accurately; quickly adopts prompt, effective and reasonable courses of action with due regard to surrounding hazards and circumstances.
- Analyzes, updates and recommends changes to policies and procedures at the discretion and approval of the department Director.
- Maintains favorable public relations as a representative of the Department of Public Safety and serves as a link between all departments.
- Perform other duties as assigned to support the efficient operation of the department.
Directs and supervises assigned Public Safety personnel. Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities include training employees, planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Education/Experience/Qualifications
- A minimum of 10 college units in any related field preferred; military communications or emergency services dispatch experience may be substituted for college education.
- Four years of Dispatch experience with a Public Safety department in law enforcement or gaming preferred.
- Minimum of two years supervisory/leadership experience.
- Experience in leadership and supervisory principles and methods related to small team or shift operations preferably in a public safety dispatch environment.
- Successfully complete a 90 day introductory period.
- Remain calm under stressful conditions, exercise reasonable judgment, promptly and accurately analyze situations; quickly adopt prompt, effective, and reasonable course of action, taking into account hazards faced by responding personnel.
- Must have a demonstrated knowledge of and familiarity with the San Manuel Band of Mission Indians, their organizational and operational structure, and related business endeavors.
- Considerable knowledge of Reservation gates, residences, access points as well as Casino geography and a general knowledge of highways, main streets, major building and jurisdictional boundaries.
- Remain current with all policies and procedures currently in place within the Department of Public Safety especially relating to the Dispatch Center.
- Apply a high level of initiative, discretion and judgment as a shift supervisor when dealing with tasks and personnel.
- Willingness to work any assigned shift including weekends and holidays.
- Have an operational knowledge of the National Incident Management System (NlMS) and Incident Command functions and have the ability to complete required training.
- At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
- A qualified candidate/employee must have a valid drivers license with an acceptable driving record as determined by the insurance carrier.
- Requires a California Peace Officer Standards & Training (POST) Dispatch Certificate; certification from any recognized law enforcement agency dispatch organization, including local, state, federal, and military communications certificates will also be considered.
San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
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