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This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12012475

Position Overview

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it\'s I-PASS, theMove IllinoisProgram, open road tolling or keeping you safe with our H.E.L.P. trucks, we are committed to delivering great benefits and services to customers.\ \ TheTollway is a user-fee system no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.\ \ Under the leadership of theBoard of Directors and Executive Staff,the Tollway is committed to achieving the following goals: increase collaboration with regional transportationand planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility andsustainability, maintain the safety and efficiency of the Tollway system, further transparency and accountability, enhance customer service, and maintain public trust.\ \ In support of this vision, the Communications Supervisor oversee the Central Dispatch Center for all Tollway activities to ensure that standard operating procedures are followed by Telecommunicators and Call Takers concerning collection, documentation, dissemination and processing of radio communication between State Police and Tollway personnel for the transportation and safety of the patrons on the Illinois Tollway System.

Essential Job Functions

\ Position Responsibilities

• Supervise day-to-day operations of the 9-1-1 Dispatch center which processes incoming 9-1-1 calls and properly dispatches ISTHA Highway Maintainers, H.E.L.P roadway assistance drivers, Roadway Electric, Illinois State Police resources, requests local Police, Fire and EMS or other assistance to the caller or patrons in need.
• Perform all functions of a full trained Telecommunicator employed by the Illinois State Toll Highway Authority.
• Serve as the point-of-contact for internal or external Illinois State Toll Highway Authority partners and the public in the absence of the Dispatch manager.
• Participate on various 9-1-1 Dispatch and Illinois State Toll Highway Authority committees as directed by the Dispatch Manager, or the General Manager of Traffic and Incident Command.
• Recommend and/or create, maintain, or modify the 9-1-1 Dispatch Centers, Written Police, Procedures as requested by the Dispatch Manager.
• Review performance of the Telecommunicators and Call Takers as part of the Quality Assurance (QA) program to meet established monthly goals for QA and live QA.
• Write performance reviews of Telecommunicators and Call Takers.
• Properly document Telecommunicators positive and negative behavior.
• Use consistent, progressive disciplinary action for all employees when appropriate.
• Communicate effectively, orally, in writing, and via various forms of electronic media, with all levels of management and the technical/non-technical staff.
• Have a working understanding of CAD and RMS.
• Perform audio reproduction duties for submittal to the courts, or evidence gathering, internal investigations.
• Manage within a collective bargaining agreement environment ensuring adherence to the contract and response to grievances.
• Assist in coordinating, planning, training, and implementing scheduling of Telecommunicators and Call Takers.
• Assist in the training of Telecommunicators.
• Maintain situational awareness of the communications center with regards to activity, major incidents, severe weather, and other potential emergencies, make recommendations to the Dispatch Manage r regarding staffing levels.
• Have an operational understating of the Starcom 21 radio system.
• Monitor and respond to any problems with the 9-1-1/non-emergency telephone systems, MCC 7500 radio consoles, communications/facility infrastructures, and troubleshoot and/or makes proper notification to the Tollways help desk, or other vendors, for restoration.
• Investigate and respond verbally, or in writing, to complaints, investigations, and inquiries from member agencies, subpoenas, and Freedom of Information Act (FOIA) requests.
• Prepare and perform roll calls five-in-five Telecommunicators and Call Takers, to include shift assignments, transfer of pertinent information, training, and preparation for incoming shift.
• Comply with all orders, regulations, and Written Policy of the Illinois State Toll Highway Authority.
• Follow written and verbal instructions.
• Perform any other duties as assigned by supervisor.

SUPERVISORY FUNCTIONS

Provide supervision and leadership to the Telecommunicators and Call Takers as