Alarm Monitor Supervisor

PAY RATE: $37.58/hr. + $4.57/ H&W

POSITION SUMMARY

Full Time Alarm Monitor Supervisor of an FPS-MegaCenter Program telecommunications center.  In addition to the duties reflected below, the Alarm Monitor Supervisor resources provided for may perform on-site supervisory efforts as required. 

RESPONSIBILITIES

• Provide quality control and continuity for dispatch operations for regions covered by the FPS MegaCenters. Supervise all aspects of operations regarding all rules, regulations, policies and procedures.  
• Review dispatcher performance ex post facto by auditing events, radio transmissions, alarm responses and phone call on a daily basis, following up with dispatchers regarding any issues found. Answer questions and provide guidance to dispatchers when needed. 
• Review and sign off on all dispatcher training documentation.
• Perform yearly performance evaluations of all dispatch personnel. Administer corrective actions as needed, and complete supervisory-related administrative duties with minimal oversight and assistance. 
• Maintain and administer the dispatch schedule ensuring proper shift staffing for 24 hours a day, 7 days a week operation. Organize and administer the biannual shift-bid for dispatch personnel. 
• Maintain confidentiality of information read or heard while performing as Supervisor.
• Review and approve time and attendance.
• Deal with the public, government employees, and other law enforcement agencies using radio and telephone communications. Provide for a high level of customer service skills to government stakeholders and customer agencies, specifically offering the best possible service in all situations.
• Verbally communicate in a clear and concise manner on both telephone and radio systems. 
• Receive and correctly process emergency communications by telephone and radio transmissions, alarm monitoring software, Alarm System and Telephone Deaf Display units. 
• Compose accurate entries in MS Word and MS Excel programs. Must be able to type 35 words per minute with less than one mistake on average.
• Monitor the primary MegaCenter email address and respond quickly to communications from headquarters, FPS field personnel, local management, and stakeholder agencies. 
• Troubleshoot all equipment issues, including radios, computer hardware, software and furniture and report to appropriate personnel. Coordinate yearly preventative maintenance on all radio resources with radio subcontractors, FPS radio technicians and FPS officers.
• Maintain a constructive working relationship with FPS field personnel by fielding questions and complaints and following up on both. Complete requests for voice recordings for FPS personnel, compile and review all recordings before dissemination.
• Complete all duties for any staff members whenever staff has to leave the dispatch area and handle all issues for non-supervisory staff when they need assistance.
• Monitor the National Criminal Information Center (NCIC) for BOLOs, Hit Confirmations and Officer Safety Bulletins nationwide, and direct that information to the appropriate regions. Track and maintain NCIC verifications, Criminal History
  Information, FPS warrants, purges and audits for all records entered by MegaCenter personnel.
• Conduct mission continuity “failover” testing with sister MegaCenters. Regularly attend staff meetings. Conduct weekly conference calls with each region’s command staff, fielding questions and concerns and providing feedback to FPS personnel.
• Research and provide responses to inquiries, issues, and/or complaints.
• Receive after-hours alarm department phone calls and assist customers with alarm-related issues.
• Receive and forward subcontractor information regarding equipment outages.
• Maintain logs to track equipment impairments and outages so that the radio and IT groups have a comprehensive background of what occurred while they were not in the office.
• Compile and disseminate nightly and weekly reports detailing all FPS activity for the day/week to regional command staff and headquarters personnel.
• Perform periodic satellite phone testing including coordination of testing with field personnel.
• Complete other tasks/projects as assigned by the Contract Program Manager or MegaCenter Manager.
• Provide a monthly report on all service work accomplished during the previous month by the 5th workday of the month following the performance of the work.

QUALIFICATIONS

• High School diploma or GED
• Minimum of 3 years’ experience as a 911 dispatcher or similar function in an emergency call center.
• Excellent phone skills
• Be able to handle filing and other administrative duties
• Knowledge of a 24-hour emergency communication center including familiarity with public safety functions and concerns and of the public safety communication’s environment, demands, requirements and related laws, regulations and systems.
• Supervision - Knowledge of leadership techniques, principles and procedures to assign work, schedule, supervise, train, and evaluate the work of assigned staff.
• Customer Service – Knowledge of principles and processes for providing customer services. This includes meeting established quality standards.
• Judgment and Decision Making – Uses logic and reasoning to analyze, understand, and evaluate complex situations. Identifies the strengths and weaknesses of alternative approaches or solutions, to a situation. Exercises appropriate judgment in establishing priorities. Considers the relative costs and benefits of potential actions. 
• Interpersonal Relationships – Develops and maintains cooperative and professional relationships with employees at all levels, representatives from various departments, and outside agencies. Effectively responds to and resolves complex inquiries and disputes.
• Computer Skills – Utilizes a personal computer with word processing, spreadsheet and
  related software with reasonable speed and accuracy.

BENEFITS

• Constellis offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflect its commitment to creating a diverse and supportive workplace.
• Medical, Vision & Dental Insurance
• Paid Time-Off Program & Company Paid Holidays
• 401(k) Retirement Plan
• Insurance: Basic Life & Supplemental Life
• Health & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Personal Development & Learning Opportunities
• On-the-job Training, Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach

WORKING CONDITIONS

Work is typically based in a busy environment and subject to frequent interruptions. Business work hours are Monday-Friday from 8:00 am to 5:00 pm, however some extended or weekend hours may be required.

PHYSICAL REQUIREMENTS

Must be able to lift and carry awkward items weighing up to 100 lbs. Requires intermittent standing, walking, sitting, squatting, stretching, and bending throughout the workday.