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Position Title:

911 Disp. Communications Super

Job Description:

Under the general direction of a 911 Communications Assistant Director, incumbent directly supervises employees, dispatch activities, and general operations during an assigned shift at the Salt Lake City 911 Communications Center. Duties performed ensure proper routing, communications, and rapid response to all calls for public safety services. Motivates and mentors dispatch employees to continually improve their skills. Provides professional and technical consultation to 911 Communications Department employees, as well as members of partner public safety agencies.

This is an administrative position involving supervisory, technical, and operational responsibilities.

This position may require non-traditional hours as needed to cover a 24-hour-per-day operation, which may include on-call hours.

TYPICAL DUTIES:

+ Supervises staff and directs dispatch activities during an assigned shift. Ensures that city and departmental policies, procedures and protocols are properly followed. Monitors all situations that occur and ensures that administrative personnel are notified of major or newsworthy events. Develops work schedules to ensure adequate shift coverage. Coordinates and monitors staffing for holidays, vacations, sick/personal leave, and breaks. Authorizes and monitors overtime, callback, absences, or other adjustments in work schedules as needed.

+ Reviews employee schedules and timecards for accuracy. Assigns voluntary and mandatory overtime to employees based on the Department’s policies. Maintains proficiency with the Department’s scheduling and payroll software.

+ Understands the functions in the Department’s phone system and the reporting functions involved with the system. Trains employees in the proper use of the system in its full capabilities, including the built-in TTY features and text-to-911.

+ Understands the functionality of the radio system and its backup functionalities. Trains employees in the use of the radio system, which includes the alert features, patching capabilities between talk groups, and proper handling of the emergency activation buttons located on the portable radios carried by response personnel.

+ Monitors all in-house alarms and alarms routed through the 911 Communications Department through an electronic alarm notification system. Trains employees on the use of the fire station alerting system, including station alerting and announcements.

+ Understands the use of the 911 Communications Department’s recording system that is used to record all phone and radio traffic. Provides recordings to administrative personnel as requested.

+ Assists in the research, development and updating of 911 Communications Department policies and procedures. Monitors the adherence of employees to the policies and procedures set forth by the Department.

+ Monitors the functionality of all dispatch equipment. Performs routine inspections and makes minor adjustments as needed. Refers non-routine or mechanical problems to appropriate individuals.

+ Maintains and updates employee training, disciplinary, and personnel files.

+ Keeps employees apprised of informational memorandums regarding policy changes and general staff notes. Maintains callout lists for detectives, crime lab, traffic and other miscellaneous files as required for consistency and quality assurance needs.

+ Conducts quality assurance for 911 Department employees in police, fire and medical call taking and radio traffic by listening to live and recorded calls. Listens for correct handling of those calls per protocol, policy, and procedure using appropriate equipment and software.

+ Provides feedback to the employees concerning quality assurance and the handling of calls. Assures that proper reports are filled out completely and correctly to be maintained in employee and Department files.

+ Handles all police, fire, and medical calls for service and maintains a quality assurance compliance level of satisfactory or above.

+ Assists in the recommendations for hiring and promotional processes.

+ Resolves conflicts between employees by gathering complete information and mediating discussions if necessary.

+ Handles corrective or disciplinary action for personnel, when necessary, to aid them in maintaining acceptable performance and productivity levels. Identifies, documents, and implements Performance Improvement Plans for personnel when needed. Conducts annual evaluations and other ratings as deemed necessary.

+ Resolves complaints from citizens and responders when necessary. This may include reviewing telephone calls and radio traffic to investigate the complaint. Inform administrative personnel of serious complaints that may require more in-depth investigation.

+ May serve on committees involving police, fire, EMS, emergency management, or other agencies if requested.

+ Performs other duties as necessary.

MINIMUM QUALIFCATIONS:

+ High school diploma or GED equivalency and must have a minimum of four years’ experience at the Salt Lake City 911 Communications Department or an equivalent sized agency.

+ The ability to maintain positive working relationships and effective communication on a regular basis with the department management, supervisors, other employees, professional peers, and the public.

+ Possess strong interpersonal skills to manage dispatch center operations, handle complaints from citizens or partner agencies, and mediate employee disagreements.

+ Ability to make decisions and respond simultaneously to multiple requests for information in accordance with established laws and ordinances.

+ Comprehensive knowledge of the computer aided dispatch (CAD) system, telephone, radio, and station alerting equipment and their related hardware and software capabilities. Must have basic working knowledge of all records management systems (RMS).

+ Comprehensive knowledge of City, Department (Police and Fire) and 911 Communications Department policies, procedures, and union agreements.

+ Ability to work rotating shifts, holidays, and odd hour assignments.

+ Must successfully pass all appropriate examinations as required by the 911 Communications Department.

+ Must attain and maintain all certifications required by the Department.

+ Must be able to maintain a satisfactory call compliance score and radio review scores.

+ Must be able to become functional in all aspects of police and fire dispatching within one year of promotion. Must understand field operations and be able to appropriately respond to emergency requests for service.

WORKING CONDITIONS:

+ Comfortable working conditions. Required to stay within workstation boundaries for extended periods of time. Intermittent sitting, standing, and walking in a normal office environment. Typing, copying, writing, and using a computer is a regular part of the day.

+ Considerable exposure to stressful situations because of human behavior and due to the crisis nature of the duties.

+ Unconventional working hours may be required, including eight (8), ten (10) or twelve (12) hour shifts, including evenings, overnight, holidays, plus attending additional training and committee and divisional meetings.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

POSITION TYPE

Full-Time

POSITION SALARY RANGE

$30.74 - $53.19

DEPARTMENT

911 Bureau

Full Time/Part Time:

Full time

Scheduled Hours:

40

Salt Lake City is a place where your skills and dedication directly contribute to the community. With a team serving over 200,000 residents, we take pride in delivering meaningful work—from maintaining infrastructure to shaping public programs—with integrity and professionalism.

We value experience, accountability, and results. Our organization recognizes talent and rewards contribution, offering employees opportunities to grow, lead, and make a lasting difference.

If you're driven by public service and want to help shape the future of our city, we’d love to work with you.

Salt Lake City offers a competitive and well-rounded benefits package designed to support your health, financial future, and professional growth. To learn more, visit our Benefits & Wellness (https://www.slc.gov/hr/benefits-and-wellness/) site.

Health & Wellness

+ 95% City-paid medical insurance

+ Dental, vision, life insurance

+ HSA (with $1,000–$2,000 City contribution)

+ Wellness clinic for employees & families

+ Robust Employee Assistance Program (EAP)

Financial Perks

+ Tuition reimbursement (up to $4,000/year)

+ Retirement contributions (pension and/or 401(k))

+ Discounted pet insurance, legal services, and more

Thinking about applying or weighing another offer?

Use our Total Compensation Calculator (https://tools.slc.gov/totalcompensation/) to see the true value of your job offer—including salary, benefits, retirement, and more.

We know time away from work is essential for rest, personal needs, and family life. Salt Lake City offers generous paid leave to help you recharge and stay balanced. To learn more, visit our Benefits & Wellness (https://www.slc.gov/hr/benefits-and-wellness/paid-leave/) site.

+ 12 vacation days to start

+ 12 paid holidays + 1 personal holiday

+ Up to 80 hours personal leave annually

+ 6 - 12 weeks of paid parental leave

+ Bonus leave credit for eligible rehires & public sector transfers

Our Recruitment Team is ready to assist you throughout the entire hiring process—from questions about job openings to application support. Reach the Recruitment Team at 801-535-6699Or email: [email protected]

The City is committed to the full inclusion of all qualified individuals. As part of this commitment, Salt Lake City will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at 801-535-7900.

Salt Lake City is proud to be a partner of the Utah Patriot Program, providing employment opportunities for Veterans, Military and spouses. We are also a proud National Service Partner.