911 Supervisor @ City of Minneapolis


The City of Minneapolis is seeking a 911 Supervisor

Salary Range: $29.65 - $39.99 Hourly

Application Deadline: Mon. 12/07/20 11:59 PM Central Time

Direct link to apply: https://agency.governmentjobs.com/minneapolismn/default.cfm?action=viewJob&jobID=2906466


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 of 911 Dispatchers engaged in the answer and

dispatch 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 9-1-1 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.


Provide shift supervision for the 911 Emergency Communications Center, overseeing the activities of all assigned staff - 911 Dispatchers.

Prepare work schedules, approve schedule changes, and manage employee absences by finding replacements to maintain service level goals.

Shift assignments for 911 Dispatchers and consistently monitor breaks and other necessary time away from operations positions to ensure service level goals 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 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.


Education: High School Diploma or equivalent.

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

Equivalency: An equivalent combination of education and experience closely related to the duties of the position may be considered.

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.

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 and an oral exam (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.

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.

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 six months after it has been established.


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.

Qualified and Interested? Apply online at:


Questions? Contact:

Tracy Gabrelcik

HR Consultant City of Minneapolis – Human Resources


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