Operations Supervisor- Aurora911

Job description

JOB LOCATION 23911 E Arapahoe Rd Aurora, Colorado 80016-4120 Cit y of Aurora , Colorado It is an exciting time to work for the City of Aurora, we're growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity , Respect, Professionalism , and Customer Service , and we welcome all who share these values to apply. Why Work for Aurora? Make a difference in the lives of real people every day Diverse community Competitive total compensation package Well-Funded General Employees Retirement Plan Light rail station minutes away On-site fitness center and overall employee well-being programs Internal educational programs to assist with career advancement Access to innovation workspaces PRIMARY DUTIES & RESPONSIBILITIES Hiring Range: $38.72-$48.39/Hourly. Full Range: $38.72-$60.49/Hourly, based on education and experience which exceeds the minimum qualifications The deadline to submit applications is August 31st, 2026. Please note, the City of Aurora will conduct ongoing screenings of applications on a first-come, first-serve basis; as soon as we determine a qualified pool of applicants exists, this position may be closed without notice. Bilingual team members may also qualify for additional compensation. In addition to progression, the City of Aurora provides: annual cost of living increases (averaging 3% per year) annual high-performance bonuses Aurora911 also provides all team members (and their families) with direct access to psychological, wellness, and resiliency resources, at no cost to the employee. Highly competitive total compensation package Well-Funded General Employees Retirement Plan On Site Fitness Center, and overall employee well-being programs Peer Support Formal Mentoring opportunities Free, Secure Parking Free electric vehicle (EV) charging Career Enrichment Opportunities Aurora911 provides opportunities to participate in a growing variety of specialty assignments, including but not limited to: Peer Support Recruitment Team and Career Counseling Culture - Recognition and Team Building Community Engagement and Education Tactical Dispatching (TERT) – in development Continuing Education The City of Aurora offers a generous tuition reimbursement program for employees, as well as a robust employee learning system which offers a variety of in-person learning and thousands of on demand virtual learning sessions for a wide variety of topics. Aurora911 also offers continuing education and development for technical and human skills, including leadership development and access to industry-specific certifications. OVERVIEW OF POSITION / DEPARTMENT The Mission of Aurora911 is to get the Right Resources to the Right Place at the Right Time , for Everyone, Every Time. Aurora911’s Vision : We are igniting a worldwide transformation in public safety communications, fueled by innovation and heartfelt compassion . We will bridge diverse communities and nurture an Aurora where respect is foundational, integrity unites us in mutual trust, and teamwork is our North Star. Aurora911 is staffed by public safety professionals who are trained to answer and triage 9-1-1 and non-emergency telephone calls, as well as dispatch police, fire, paramedic, and alternative response resources. Our dedicated 9-1-1 professionals gather and analyze critical life-safety information from callers and send the information via computer to police, fire and or paramedic dispatchers who are responsible for coordinating the response of field responders. The Aurora911 team works in partnership with Aurora Police Department, Aurora Fire Rescue, Falck ambulance, Aurora Mobile Response Team, Information Technology, and other city departments to ensure the safety and quality of life for residents, businesses, and visitors in the City of Aurora. Aurora911 processes 9-1-1 and non-emergency calls from the citizens and visitors in the City of Aurora. More than 600,000 telephone calls for service are received annually, the majority of which result in the dispatch of police, fire, rescue, or emergency medical responders. The Emergency Communications Operations Supervisor is a self-motivated team contributor who provides leadership, guidance, and cultivates technical and human skills for all team members and ensures ongoing operational continuity. The Operations Supervisor assigns, reviews, and participates in the daily work of staff responsible for providing emergency communications and dispatch services within an assigned team or shift; ensures work quality and adherence to established laws, ordinances, policies and procedures, and compliance with performance measures/service level standards; and participates in the daily supervision of communications center operations. This position is selected through application and competitive process, which includes external candidates. Candidates must be willing to work in a 24-hour environment, which includes shifts on swings and graveyards, weekends, holidays, overtime, and on-call. PRIMARY DUTIES & RESPONSIBILITIES Ensure a positive, engaging workplace environment based on open communication, recognition, by modeling the desired, in-bounds behaviors of Aurora911’s Foundational Four Values. Plan, prioritize, assign, supervise, and review the work of assigned staff; participate in the selection of assigned staff; provide or coordinate staff training; work with employees to develop competencies and correct deficiencies; implement discipline procedures. Motivate, support, and positively recognize staff members. Actively contributes to a healthy work environment through modeling positive behaviors. Provides feedback to team members which is designed to optimize personal and professional success through performance enhancement Establish schedules and methods for providing public safety dispatch services; identify resource needs; review needs with appropriate management staff; allocate resources accordingly. Works as a part of the leadership team to recommend for adoption, develop, review, update and implement policies, procedures, operating guidelines, technology, and professional development resource allocation strategies which are current, applicable, and sustainable. Participate in the development and implementation of goals, objectives, policies, procedures, and priorities for assigned programs; recommend improvements and modifications. Operate and maintain communications center equipment including radio systems, computer aided dispatch and emergency 911 telephone equipment; software programs; generate reports from computer aided dispatch and archived recordings, troubleshoot and report equipment issues through prescribed channels. Respond to citizen inquiries, requests and questions regarding public safety telecommunications services, record and research complaints. Schedule effective twenty-four-hour telecommunications center operations to ensure consistent service levels. Prepare and conduct periodic testing and quality assurance to ensure that all staff are proficient in areas of assignment. Monitors supplies and operational resources, and replenishes inventory as required. Prepare and maintain a variety of records, reports, and logs. Can provide operational support to the department through competently performing the duties and responsibilities described in the Emergency Communications Specialist job series. Serve as liaison with various public safety agencies to determine telecommunications and dispatch needs, address concerns of users and maintain a cooperative working relationship. Contributes to the identification of root causes in common performance issues and develops education and guidance to correct the issue. Perform other duties of a similar nature or level. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice MINIMUM QUALIFICATIONS & WORKING CONDITIONS An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered. Age: Applicants must be 18 years of age or older at the time of employment Education: High School Diploma or GED Must successfully complete the Aurora911 Basic Training Program, to include all relevant certifications (CCIC/NCIC, EMD, EFD, CPR) Preferred Education: Bachelor’s degree from an accredited university Experience: Three (3) years of progressively responsible experience in a 911 Public Safety Communications Center One (1) year of experience as a lead worker or trainer Licenses and Certifications required throughout employment: NCIC/CCIC Certification NIMS 100, 200, 700 Certification Certification in CPR and First Aid Crisis Intervention Emergency Medical Dispatcher (MPDS) certification The ability to acquire Emergency Fire Dispatcher (FPDS) certification. The ability to acquire Police Dispatcher (PPDS) certification. Knowledge: Principles of supervision and professional development, including but not limited to supervision, leadership, motivation, coaching, establishing goals, conflict resolution, team building, delegation, record keeping and effective communications. Operations, services and activities of a public safety telecommunications and dispatch center. Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems. Techniques of questioning for both emergency and non-emergency calls. Dispatching techniques with use of radio system for communicating and receiving information. Principles of adult learning Principles of generational learning Principles of cultural learning Principles and application of diversity awareness Customer service principles and problem resolution techniques. Principles and practices of record keeping and documentation. Geographic features and locations within the area served. Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems. English usage, spelling, grammar, and punctuation. Modern office technology and equipment, including computers and related software applications. Applicable Federal, state, and local codes, laws and regulations. Skills: Strong interpersonal, analytical, decision making. Problem solving skills; including the ability to read, write, spell, and speak in a clear and concise manner and to educate, counsel, and motivate others. Skill in the use of personal computers and related software Excellent presentation skills, both oral and written, and excellent documentation skills Abilities: Promotion of a positive workplace environment based on open communication, recognition, and modeling the desired, in-bounds behaviors of Aurora911’s Core Values . Work independently without the need for close supervision Demonstrate excellent integrity, accountability, and transparency in work activity. Interact with others with professionalism and emotional intelligence. Exhibit emotional self-regulation in a frequently high-stress environment Clearly speak, write, and comprehend American English language. Respond to and resolve difficult and sensitive inquiries and complaints. Effective mediation and conflict management. Prioritization and adaptation of operations to meet fluctuating demands. Delivery of performance feedback designed to maximize performance and employee success. Recognize and appropriately intervene when incorrect or inappropriate behaviors are observed. Directly and proactively communicate to enhance the team environment and reduce preventable conflict and triangulation in the workplace. Objectively review work product with consideration of city and department policies, laws, standards, and strategic goals. Effective de-escalation techniques Establish priority of emergency situations Perform multiple tasks simultaneously. Establish and maintain accurate and complete records, logs, and files. Work under pressure, exercise good judgment and make sound decisions in emergency situations. Interpret and apply Federal, State and local policies, laws and regulations. Operate and use modern office equipment including computers and various software applications. Communicate clearly and concisely, both orally and in writing Establish and maintain effective working relationships with those contacted in the course of work. Maintain confidentiality of sensitive information related to personnel and payroll issues. Essential Personnel: Members of Aurora911 are considered essential personnel and are subject to call back, extended shifts and other forms of mandatory overtime to ensure continuity of emergency services to the city. Periodic paid breaks of up to 20 minutes in duration may be given during a continuous work shift, dependent upon shift length and operational work volume. This environment involves repeatedly interacting directly with people who are in crisis or experiencing a variety of emergency and nonemergency situations. Incumbents must possess and demonstrate emotional, psychological and behavioral resiliency, self-awareness and self-regulation. Physical Demand s: Light physical activity requiring lifting, pushing, or pulling up to 10 pounds with or without assistance Occasional lifting, carrying, walking, and standing Sitting for lengthy periods of time Use of a headset and radio to communicate for the entire work shift Frequent hand/eye coordination to operate computer screens and keyboard Frequent use of hands and fingers to handle, feel, or operate computer and radio Vision with normal color vision to read computer screen Clear speech communication to effectively communication with citizens and public safety organizations Hearing and listening to maintain communication to handle and dispatch emergency calls Vision to read reports and other written material Frequent speech communication and hearing to maintain communication with employees and citizens Work Environment: Essential duties performed primarily in clean, comfortable environment Various noise levels with period of high activity and volume Equipment Used: Computer and other standard office equipment, which includes multiple monitors This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment The city of Aurora will implement furlough days (unpaid days off) for most employees in 2026. The scheduled furlough dates are January 16, April 10, July 2, and December 24. For Veterans preference: Please show all of your employment history, including military service and related documentation (DD214) on the application. The City of Aurora is an equal opportunity employer. We are required by state and federal agencies to keep certain statistical records on applicants. It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission. Despite the changes in Colorado law, the City of Aurora maintains a drug-free workplace. A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired. Drug Testing, Thorough Criminal Background Check, and Employment References: As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check. Applicants selected for safety-sensitive positions are required to complete and pass a drug screening as a condition of employment. Safety sensitive positions include Civil Service positions within Police and Fire Departments and positions where their job responsibilities have direct and substantial responsibility that would impact the health and safety of others. Employment references will be conducted on finalists for City of Aurora vacancies.