Communication Center Supervisor: Roles and Responsibilities



This unit familiarizes students with the various supervisory roles in a communication center, including the role of a problem solver. It addresses possible claims that can be made against an agency and its supervisor, as well as ways to minimize liability exposure. Characteristics and benefits of concise, accurate, and timely documentation are discussed and insight is provided into the role of an agency's policies and procedures. This unit also introduces processes used to interpret, enforce, create, and modify policies and procedures.


IDENTIFY the principal roles of a supervisor and their traits.

RECALL ways to assess employee performance and implement training needs.

IDENTIFY the four basic leadership styles and their characteristics.

RECALL the six steps in the problem-solving process and their characteristics.

RECOGNIZE the importance and reasons for involving employees in the decision-making process and problem resolution.

RECALL the eight steps to effective intervention and their characteristics.

IDENTIFY reasons, methods, guidelines, and characteristics for referrals.

IDENTIFY the supervisor's roll in liability protection and activity documentation to minimize legal liability exposure.

RECALL key terms including but not limited to: liability, civil liability, criminal liability, compensatory damages, and punitive damages.

IDENTIFY the four types of claims involving a supervisor that can be filed against an agency and their characteristics.

IDENTIFY topics that are susceptible to improper or in adequate documentation problems and solution ideas.

IDENTIFY supervisory responsibilities regarding obtaining and guiding training.

RECALL the importance of documenting training efforts and personnel issues (including ones that may prompt adverse personnel actions) to minimize legal liability exposure, while writing clearly and unambiguously.

RECALL policy and procedure characteristics including definitions and goals, development steps, guidelines for change, and the process to achieve desired outcomes.

IDENTIFY the role of supervisors in policy interpretation, as well as monitoring and enforcing policy.

RECALL guidelines for effective and conducting counseling.