Tracy Dove

• Provide for the receipt of calls and dispatching of emergency and non-emergency services for police, fire, emergency medical services, and mutual aid jurisdictions;
  provides supervision over personnel in the 9-1-1 Operations Center to ensure that operations are performed/maintained at the highest levels.
  • Manage VB311 day-to-day Operations provide oversight for the management of nonpublic safety emergency 311 inquiries and citizen calls for services and radio dispatch for after-hour utility calls. Liaison with partnered city agencies and public safety group for citizen emergency notification system. Define and establish goals and objectives of VB3-1-1 in conjunction with the overall values and goals of the City and ECCS.
  • Review, develop, and administer operations rules, regulations, polices, and procedures; ensure that all employees in 9-1-1 and 311 operations are performing their duties and responsibilities in accordance with all laws, regulations, policies, and procedures; interpret and apply personnel policies in a consistent manner; ensure that all directives, policies, and procedures related to emergency, non-emergency, and citizen services operations are adhered to by subordinates to provide optimum assistance to the public and public safety providers.
  • Conduct performance evaluations of Senior Operations Supervisors, and review and approve performance evaluations of non-supervisory personnel.
• Assign tasks, appoint committees, provide directions, and present recommended
  discipline to Deputy Director and Director for approval.
  Liaison with Employee Relations regarding discipline recommendations.
  Monitor staffing levels to ensure that the needs of the city are met; monitor and control
  staff overtime; monitor division metrics to ensure objectives and goals are met,
  schedule the work of subordinates.
  • Assign and then review completed investigations, both internal and external, and recommend discipline or other action as appropriate and recommend training for
  operations personnel.
  • Prepare and maintain reports; direct quality assurance programs; prepare internal and external correspondence and disseminate information.
  • As assigned, represent the department, and city, on city, regional, and state committees on criminal justice systems, 9-1-1 and 311 call centers; attend APCO, NENA or other professional meetings, coordinate emergency preparedness readiness teams, public safety and non-public safety dispatching, and and emergency medical dispatching committees.
• In the absence of the ECCS Department Director, provide management oversight for the department. Coordinate the implementation of 9-1-1 and 311 programs and projects,
  serve as project lead/manager.
  • Perform other job duties requiring skills, knowledge and physical requirements as demanded by those duties described or less. Individual assignments will be determined by the supervisor based on then current workloads and department needs.

911 / VB 911
Acts as liaison between Operations and Management. Control and other local government resources. Prepares reports, presentations and correspondence for internal and external purposes. Maintain and update information and data files as necessary for efficient operation. Determine supervisor assignments and assign tasks to the affected supervisors so performance evaluations are completed in a timely manner. Conduct complex investigations for submission to Operations Center Manager and Director.

• Provide second-level supervision and oversight of ECCS personnel assigned to the task of providing emergency and public safety information for Police, Fire, Emergency Medical Services (EMS), Animal Control, and local government resources. • Responsible for the development of personnel through mentoring, training, counseling and coaching sessions, performance reviews and assignment of duties. • Manage and evaluate the performance of supervisory personnel. • Coordinate the monthly work assignments of telecommunicators to achieve maximum effectiveness and efficiency of available personnel. • Monitor training of subordinate personnel and recommend/coordinate training assignments/schedules for the shift, and liaison with the training section regarding onthe-job training issues. • Respond to requests made by subordinates for assistance during situations that require a higher level of experience to maintain a professional operation. • Provide appropriate assistance to the public in an efficient, accurate and expeditious manner. • Ensure that all orders, directives, policies, and procedures pertaining to operational procedure are adhered to for the Department to operate in an efficient manner; and assist in the development of department/division policies, procedures and plans. • Exercise administrative supervision and accountability of delegated authority, to include initiation and administration of disciplinary action after administrative review and approval. • Ensure that the goals and objectives of the Department are maintained at the highest level. • Perform minor repairs on communications equipment and sophisticated computer equipment to reduce downtime and provide uninterrupted service to the public. • Provide detailed status reports for system technicians to ensure the most cost effective and timely efforts are being carried out. • Review and evaluate incoming and outgoing telephone calls, radio transmissions and other operational tasks to ensure that resources are being utilized to their optimum level; and monitor performance indicators and recommend corrective action. • Keep an open line of communication within the Division, Department, and with other City agencies to ensure that changes, problems, and concerns are addressed and resolved as they occur in the best interest of all concerned, thereby assuring smooth operation of inter- and intra- agency actions. Maintain and update information and data files and logs as necessary for efficient operation, to provide accurate information and records upon request. 3 • Conduct complex investigations for submission to administration. • Prepare reports, presentations, and correspondence as required. • Notify department heads of emergency and disaster situations after appropriate action has been initiated so that they are apprised of critical situations. • Perform other job duties requiring skills, knowledge and physical requirements as demanded by those duties described or less. Individual assignments will be determined by the supervisor based on then current workloads and department needs. • Perform all representative work functions and responsibilities associated with the 9-1-1 Operations Supervisor position.

Provide immediate oversight of shift VB9-1-1 floor personnel assigned to the function of providing emergency and public safety information for Police, Fire, and Emergency 2 Medical Services (EMS), Animal Control, and after hours local government resources utilizing a Computer-Aided Dispatch (CAD) System. • Ensure appropriate delivery of service to the public is provided in an efficient, accurate, and expeditious manner; monitor and evaluate incoming and outgoing telephone calls to ensure that resources are being utilized to their optimum level; monitor two way radio traffic and CAD silent dispatch transmissions to ensure conformity with policies, procedures and practices. • Ensure that all orders, directives, policies and procedures pertaining to operational procedure are adhered to for the division to operate in an efficient and professional manner; and assist in the development of department and division policies, procedures and plans. • Exercise supervision over personnel assigned to the VB9-1-1 Operations section to ensure that the goals and objectives of the Division are maintained at the highest level; • Conduct pre-shift muster sessions and schedule the daily work assignments of public safety emergency telecommunicators to achieve maximum effectiveness and efficiency of available personnel. • Recommend, initiate and administer disciplinary action for subordinate staff; and complete performance appraisals and evaluate the performance of assigned division personnel. • Coach and mentor subordinates to help achieve their optimal level of performance for quality assurance, enhancing their professional growth and development; provide training to subordinate personnel; and monitor/coordinate individual employee training needs. • Serve as a member of the interview panel for new hire employment and promotional opportunities to obtain the most qualified employees for the position of Public Safety Emergency Telecommunicator I and to promote the most qualified personnel within the Public Safety Emergency Telecommunicator job series. • Perform minor repairs on computer and telephony systems equipment to reduce downtime and provide uninterrupted service to the public. • Provide detailed status reports for system technicians to ensure the most accurate, cost effective and timely efforts are being carried out. • Keep an open line of communication within the Division, Department, and with other City agencies to ensure that changes, problems, and concerns are addressed and resolved as they occur in the best interest of all concerned, thereby assuring smooth operation for customers; and notify department heads of emergency and disaster situations after appropriate preparation has been initiated so that they are apprised of critical situations.Maintain and update files and logs as necessary for efficient operation, and to provide accurate information, and records upon request. • Conduct investigations for submission to administration. • Prepare reports, presentations, and correspondence as required. • Respond to requests made by subordinates for assistance during situations that require a higher level of expertise to maintain a professional operation. • Perform other job duties requiring skills, knowledge and physical requirements as demanded by those duties described or less. Individual assignments will be determined by the supervisor based on then current workloads and department needs.

Process calls for service, generating calls for service and dispatching emergency service for Police, Fire, Emergency Medical Services (EMS), Animal Control and after hours local government resources to provide appropriate assistance to the public and public safety partners in an efficient and expeditious manner; and operate various communications and computer equipment and the computer-aided dispatch system. Assist field units with requests and inquiries to include system query responses. Ensure that all orders, directives, policies and procedures pertaining to operational procedure are adhered to for the division to operate in an efficient manner; and eligible to participate in the on-the-job training function. Perform all representative work functions and responsibilities associated with the Public Safety Emergency Telecommunicator III position. Perform other job duties requiring skills, knowledge and physical requirements as demanded by those duties described or less. Individual assignments will be determined by the supervisor based on then current workloads and department needs.