JOB TITLE: PENNSYLVANIA GAME COMMISSION DISPATCHER SUPERVISOR

JOB CODE: 73022

SERIES NATURE OF WORK: The Pennsylvania Game Commission Dispatcher series describes work in receiving, transmitting, maintaining, and coordinating information in support of Pennsylvania Game Commission (PGC) functions and activities.

DEFINITION: This is supervisory work in the PGC’s Centralized Dispatch Operations Center.

An employee in this job plans, directs, and schedules the work of Pennsylvania Game Commission Dispatchers engaged in responding to statewide requests for emergency and non-emergency wildlife services. Work includes performing the full range of supervisory duties, monitoring system operations and taking appropriate action when system anomalies occur, and notifying agency managers of significant incidents. Work includes operating a radio, telephone, audio recorder, and computer to coordinate communications between Wildlife Conservation Officers, PGC staff, law enforcement agencies, and the public. Work is performed with considerable independence under the general supervision of the Centralized Dispatch Operations Manager and is reviewed for conformance to established policies and procedures through reports and conferences.

DISTINGUISHING CHARACTERISTICS:

• Work is differentiated from the lower level by the performance of the full range of supervisory duties over dispatchers.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Supervises Pennsylvania Game Commission Dispatchers and provides direction, guidance, and problem resolution to ensure efficient operations.

• Monitors communications center operations involving the answering, evaluation, and prioritization of incoming telephone calls regarding wildlife, wildlife laws, and all aspects of PGC operations in accordance with agency policies and procedures.

• Assists staff in resolving operational issues and researches new methods to improve services.

• Develops and administers staff goals and training programs.

• Prepares work schedules to ensure adequate employee coverage and efficient operation of the Centralized Dispatch Operations Center.

• Assists with the development and maintenance of operational and procedural instructions and manuals used by dispatchers.

• Participates in the development and maintenance of Centralized Dispatch Operations Center emergency response plans.

• Investigates complaints regarding response times and levels of service provided by staff and recommends corrective action to the Centralized Dispatch Operations Manager.

• Testifies in court as required.

• Performs the full range of supervisory duties.

• An employee in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of communications equipment such as two-way radios, multiline telephones, and computer aided dispatch systems.

• Knowledge of dispatching procedures and operations for emergency services.

• Knowledge of the use and functionality of computer aided dispatch software.

• Knowledge of standard office practices and procedures.

• Knowledge of the use and functionality of Microsoft Office Suite software.

• Ability to read, interpret, and apply laws, regulations, policies, and procedures.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships.

FULL PERFORMANCE KNOWLEDGES, SKILLS, AND ABILITIES: (NOTE: These are expected of an employee performing the work of this job at the full performance level. These are not used for merit system evaluation or examination purposes and are not position-specific performance standards.)

• Knowledge as a subject matter expert in the use and functionality of the computer aided dispatch system used by the PGC.

• Knowledge of the principles and practices of employee supervision.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• Two years as a Pennsylvania Game Commission Dispatcher (commonwealth title);

or

• Four years of dispatching experience involving police, fire, and/or ambulance personnel and services;

or

• An equivalent combination of experience and training.

SPECIAL REQUIREMENTS:

• All employees must possess a clear, firm voice and no major speech, hearing, or visual impairments that would interfere with understanding verbal communication, being understood, or using electronic communications equipment and visual display equipment.

• All employees must possess and maintain CLEAN and JNET certifications for the duration of employment in this job.