911 Supervisor

Salary: $34.29 – $46.24 Hourly

Location : Minneapolis, MN

Job Type: Full-time

Job Number: 2023-00536

Department: 911

Division: Emergency Communications

Opening Date: 07/17/2023

Closing Date: 7/31/2023 11:59 PM Central

Position Description
As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated, and innovative employees. Minneapolis has a wide variety of careers for people of all experiences and backgrounds who come together for a singular purpose–serving the residents, businesses, and visitors of Minneapolis.

The City of Minneapolis is seeking a talented individual to assist members of the community by receiving calls, gathering information, and assessing customer needs as a Supervisor in the Emergency Communications Department. We’re looking for motivated individuals who want to build a career while serving the community. Ideal candidates are excited to work alongside other dedicated professionals to help the residents, visitors, and businesses of Minneapolis. 911 Supervisors supervise on an assigned shift with multiple shifts of 911 Call Takers and 911 Dispatchers engaged in the answering of 911 calls and dispatching of calls for Police, Fire and Emergency Medical Services for the City of Minneapolis.

Engaged – Supportive – Professional

Working hours/Shift work: Minneapolis Emergency Communications Center (MECC) must be staffed 24 hours a day, 7 days a week. Probationary employees are assigned shifts based on staffing needs/requirements. There is no guarantee a probationary employee will work a specific shift and may even be assigned to different shifts during their first year, based on staffing shortages and coverage needs. Employees should expect that they would work a high percentage of weekends AND holidays.

After probation, employees will choose from work schedules that have been determined by management based on their seniority in their current job classification. Currently, shifts are posted in October or November for bidding purposes and new schedules go into effect the beginning of the first pay period in the New Year. Due to staffing needs, least senior employees may not have the opportunity to work their preferred shift. Staffing shortages which occur during the year are generally filled by reverse seniority (the least senior employee in the affected classification is required to change work schedules).

Department Mission Statement: Minneapolis 911 forms the vital link between the public and the emergency responders. The department strives to collect and disseminate all requests for service in a prompt, courteous, and efficient manner. The department’s actions help save lives, protect property, and assist the public in their time of need.

Work Location – This position currently works on-site only.
Job Duties and Responsibilities

• Provide shift supervision for the 911 Emergency Communications Center, overseeing the activities of all assigned staff – 911 Call Takers and Dispatchers.
• Prepare work schedules, approve schedule changes, and manage employee absences by finding replacements to maintain service level goals.
• Shift assignments for 911 Call Takers and Dispatchers. Consistently monitor breaks and other necessary time away from operations positions to ensure staffing minimums are maintained.
• Audit attendance and payroll records to ensure accuracy.
• Serve in a support role in training team’s daily activities providing feedback, monitoring, and encouragement.
• Mentor and monitor probationary employees to support and encourage development and success.
• Provide mentoring of direct reports to get the work done and to develop them through coaching, training, and reinforcement in the work that they do.
• Intercede and take over calls of 911 Call Takers and Dispatchers to deal with challenging calls or difficult situations to diffuse and facilitate necessary service.
• Provide public education and participation at community meetings and events to inform, to exchange, to educate, and diffuse situational occurrences and/or events.
• Explain Departmental policies and procedures, City Ordinances, State laws for employees and callers.
• Investigate internal and external complaints against the Minneapolis Emergency Communications Center and make recommendations.
• Assist in preparing and conducting investigations into employee misconduct and make recommendations regarding discipline to senior leadership staff.
• Perform weekly quality assurance monitors and quality assurance monitors on critical events.
• Prepare annual performance appraisals and assist with preparation of employee work goals.
• Monitor computer and other technical equipment used in the 911 Center and contact technical support for assistance when required.
• Communicate with stakeholder agency representatives for consultation on dispatching decisions as required.
• Maintain, track, and update status board radio usage.
• Create and publish communication plans for critical and planned events.
• Work and collaborate with user departments to create /and update policies and procedures.
• Participate in department work groups and Enterprise work groups.
• Complete special projects or leadership team assignments as needed or requested.
• Manage and support change at the Department and Enterprise levels.

Required Qualifications
Education: High School Diploma or equivalent.

Experience: Three years of 911 experience in a call center operation equivalent to the Minneapolis 911 Center performing call processing and dispatching duties.

Licenses/Certifications: State Certification in the operation of Minnesota Criminal Justice Information System (CIS) computerized files within 6 months of employment. Emergency management ICS 100, 200, 700, and 800 within 6 months of employment. All the certifications are required to continue employment as a 911 Supervisor.

Preferred Experience: Supervisory experience
Cover Letters and Resumes: You must attach a cover letter and updated resume to your application. Without these documents, the application may be deemed as incomplete and will not be considered further.

Selection Process: The selection process will consist of a rating of training and experience (70% minimum to pass on each component). Decisions concerning your qualifications for this position are based on the information you provide on your application and resume. Therefore, it is to your advantage to complete the application form as accurately and completely as possible and supply proof of any additional education. Human Resources reserves the right to limit the number at any phase of the process. At the discretion of the hiring department an assessment of Knowledge, Skills and Abilities may be administered.

Background Check: The City has determined that a thorough Police Department background check / investigation, criminal background check, and/or qualifications check will be necessary for certain positions with this job title. Applicants will be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position.
Medical/Drug and Alcohol Testing: After a conditional job offer, candidates will be required to pass a medical examination, which includes drug and alcohol screening and a job-related personnel assessment with a licensed psychologist. Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing. Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer resulting in the job applicant no longer being considered for the position. Current City of Minneapolis employees who apply for this job are not required to take a pre-employment drug and alcohol test.

Union Representation: This position is represented by a collective bargaining agreement between the City of Minneapolis and Teamsters 911 Supervisors, Local #320. For more information on the terms and conditions of this agreement please visit:

Eligible List: The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire four months after it has been established.

Interview Selection: The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate’s education or experience related to the field, work history, or skills uniquely related to the operational needs of the position.
Knowledge, Skills and Abilities

• Post high school education/training highly desirable.
• Good working knowledge of 911 telephone and radio dispatching procedures, emergency service procedures and computer assisted dispatch operation applying to all aspects of emergency communications service.
• Ability to remain calm and handle stressful situations and deal with citizens who may be abusive, excited, intoxicated, ill, disabled, incoherent, etc.
• Ability to coordinate activities with other emergency and public safety service agencies during emergency situations.
• Geographic knowledge of the City of Minneapolis.
• Working knowledge of the discretionary and mandatory procedures of the Police, Fire and Emergency Medical Service organizations.

Benefits Summary
Our employees enjoy competitive salaries and generous benefits. We pride ourselves on a comprehensive benefits program that supports employees’ health and financial well-being.
Programs, resources, and benefit eligibility varies based on position, average hours worked, location and length of service. For detailed benefits information, please visit the benefits page.

New 12 weeks of paid Parental Leave.
City employees are eligible for up to 12 weeks of paid parental leave in the event of a birth or placement for adoption of a child.

Insurance
Health insurance
Eligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees one plan design with a choice of six provider networks, allowing you to select the best option for you. Available plans include Medica Choice Passport, Medica Elect, VantagePlus with Medica, Park Nicollet First with Medica, Ridgeview Community Network powered by Medica, and Clear Value with Medica.

Dental insurance
The City of Minneapolis offers dental insurance through Delta Dental of Minnesota and pays 100% of the monthly premium for eligible employees.

Benefits
Paid time off
Our generous leave package includes vacation, holidays and paid sick leave, which gives employees the opportunity to enhance their quality of life outside work. Amounts and accrual rates are based on years of experience and collective bargaining agreements.

Retirement
City employees earn a pension and may choose to participate in additional retirement savings programs.

• Pension: The City of Minneapolis participates in the Public Employees Retirement Association (PERA). Employees and the City both contribute a percentage of your pay to fund future benefits.
• Deferred compensation: Employees may choose to participate in pre-tax or after-tax savings plans through the Minnesota State Retirement System (MSRS).

Transportation
Eligible City employees may choose to participate in the following transportation programs:

• Metropass: The Metropass program allows eligible employees to enroll in a pass for unlimited bus or light rail rides at a discounted price.
• Parking or Van Pool: The City of Minneapolis Transportation Benefits Plan gives you options to pay certain commuting costs–such as qualified parking and van pool expenses–with pre-tax dollars

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Learning and development
To engage and develop employees, the City of Minneapolis offers classes in leadership, cultural agility, change management and more. Additionally, educational discounts at Augsburg University, Hamline University and St. Mary’s University of Minnesota are available to City employees.

Other perks
Employees can also take advantage of optional life insurance, flexible spending accounts, the Employee Assistance Program, technology discounts and more.

01

How did you find out about this position? (Select all that apply)

• City of Minneapolis website
• City of Minneapolis employee
• City of Minneapolis job interest card
• City of Minneapolis Career Opportunities Bulletin
• Friend or family member
• League of Minnesota Cities website
• Diversityjobs.com website
• Governmentjobs.com website
• Indeed.com website
• Minnesotajobs.com website
• LinkedIn
• Other website

02

Please specify where you heard about this position (e.g., website name, City of Minneapolis employee name, job fair, professional association).

03

Please indicate below the highest level of education that you have successfully completed.

• High School Diploma or equivalent
• Some College
• Associate Degree or other 2-year degree
• Bachelor’s Degree
• Master’s Degree
• Doctorate Degree
• None of the above

04

Please indicate your amount of work experience in a high-volume telephone/call center environment.

• No experience
• Less than 1 year
• 1 year but less than 2 years
• 2 years but less than 3 years
• 3 years but less than 4 years
• 4 years but less than 5 years
• 5 years but less than 6 years
• 6 or more years

05

Do you have supervisory experience working in a 911 Dispatch Center environment?

• Yes
• No

06

Do you have supervisory experience working in an environment outside of 911 Dispatch?

• Yes
• No

07

Are you a Certified Training Officer (CTO)?

• Yes
• No

08

Are you CJIS certified?

• Yes
• No

09

Please describe how you will contribute to the values of the 911 Department? (Limit of 500 words)

Required Question