Normally scheduled shift - 11am - 11pm. Float to cover time off for other supervisors on same shift.
The 9-1-1 Shift Supervisor's primary responsibility is to assist in the efficient and effective operation of
the communications center. During the course of duty, the incumbent supervises the activities of
subordinates, making corrections when necessary and commending where appropriate, being available
to assist, counsel and instruct as required. The communications supervisor also provides in-service
training as needed to ensure subordinates have a thorough understanding of agency policies/procedures
and a working knowledge of communications equipment.
65%-Supervisor/Training Duties:
1. Directly supervises and evaluates the work activities of subordinates. Monitors phone and
radio communications of subordinates to ensure compliance with center rules, regulations and
standard operating procedures. Documents quality assurance of subordinates each month on
proper form, reviews findings with subordinates and works with employee to improve scores
when below center average.
2. Provides direction, guidance, coaching and counseling to subordinates. Provides feedback to
subordinates after incidents or events to assist them in critiquing their own performance and
develop more effective ways of handling future situations.
3. Provides in-service training and assists Communications Training Officers (CTOs) with new
employee on-the-job training. Reviews daily observation reports from CTOs and monitors new
employee performance and CTO performance during the on-the-job coach/trainee period.
4. Prepares written reports, logs and correspondence related to shift activities, operational
problems, personnel matters and special assignments.
5. Conducts and documents daily briefings of subordinates prior to each shift.
6. Assists with scheduling assignment of subordinates to general and specific duties; maintains
minimum staffing levels by calling in personnel to cover sick leave, vacation, etc. Approves
benefit time off.
7. Participates in job-related training sessions, seminars and drills/exercises. Attends required
staff/user agency meetings.
8. Maintains security and safety of the building for all staff. Makes notation of and corrects,
where possible, any workplace hazards.
20%-User Agency/Citizen Relations:
1. Acts as a liaison between supervisory staff of user agencies and the general public.
2. Documents user agency concerns, citizen complaints and internal quality assurance reports.
3. Completes record requests from user agency supervisors and/or public as directed.
4. Coordinates wireless traces for user agencies during exigent circumstances.
5. Conducts tours of the Center, performs public education presentations, assists at job fairs and
other public gatherings.
13%-Call-taking/Dispatch Duties:
1. In unforeseen circumstances, assists subordinates with workload during high activity periods,
being cautious not to become too involved so as not to compromise the primary duty of
supervision.
2. Assists with user agency special events (VIP visits, SWAT call, MABAS call, etc.) activities
by working as/activating the Communications Response Team (CRT).
2%-All other duties as assigned.
1. Coordinates Public Education program, as assigned by Operations Manager.
2. Coordinates Peer Support program, as assigned by Operations Manager.
3. Coordinates Mentor program, as assigned by Operations Manager.
4. Coordinates Communication Response Team, as assigned by Operations Manager.
5. Assists with Backup Site testing, as assigned by Operations Manager.Oral and Written Communications: Must have the ability to actively listen to others for an understanding
of their needs and situations; ability to speak English with sufficient clarity to be understood by others on the
telephone or in person. Must be able to assertively control conversations in order to quickly and accurately
gather pertinent information and be able to communicate this information professionally and precisely to the
proper recipient. Must be able to read and understand written correspondence, memoranda and directives.
Must have the ability to report events and information in writing legibly and accurately, using proper English
grammar and structure.
Judgment:Must have the ability to act in a decisive manner, using good judgment. Must have the ability to
maintain objectivity in the decision making process; the ability to effectively prioritize situations and
information and make appropriate decisions based on information received. Must have the ability to learn and
apply new information, remember numerous details and handle a variety of rapidly flowing information at
once.
Interpersonal Relationships:Must be consistent in dealing with people; must be able to detach from callers'
emotions, yet project an image of empathy (i.e. avoid personal involvement). Must have the ability and
willingness to accept criticism and/or discipline; the ability and willingness to accept responsibility for actions.
Must have the ability to contribute to a pleasant work environment by maintaining a positive attitude when
carrying out duties and complying with agency policies; the ability to foster teamwork in assigned work group
and motivate others to work productively together. Must be able to work all shifts of a 24-hour per day period
and be available for emergency call-in overtime.
Professionalism: Must have the ability to act in a mature, dependable fashion; ability and willingness to
maintain dependable work habits such as reporting to work on time, with little promoting and intervention.
Must represent the organization to other agencies and citizens with a courteous, helpful, accurate and businesslike
attitude in all telephone and personal contact. Must have the willingness and ability to respect private,
confidential information; and the ability and willingness to support and carry out directives.
Quality of Work: Must be able to provide high quality, accurate work. Must be able to perform multiple
tasks simultaneously; be able to do several things at one time and remain focused under stress (i.e., multitasking
abilities). Must have the ability to adjust to new or unique situations, and the ability and willingness to
show initiative in completing work assignments.
Supervisory/Training Abilities: Must have the ability to supervise the actions of others, dealing with
subordinates in a fair and objective manner. Must have the ability to effectively train subordinates in
communications policies, practices and procedures. Must have the ability to effectively evaluate the
performance of subordinates; the ability to recognize symptoms in performance of individuals which indicate
the need for additional training, discipline or supervisory counseling; the ability to recognize and commend
superior performance. Must have sound time management/organizational skills, and the ability to implement
changes in current procedures to eliminate backlogs, streamline operations and accomplish work more
efficiently.
Technical Knowledge: Must acquire and maintain a strong knowledge of public safety communications
equipment, practices and procedures including but not limited to:
• Knowledge of general supervisory principles and practices.
• Knowledge of agency new-hire and in-service training program policies and procedures.
• Knowledge of functions and operation of computer aided dispatch (CAD) system and manual call
recording and dispatch system.
• Knowledge of functions and operation of telephone console, radio console, TTY and other standard
communications equipment.
• Knowledge of FCC rules and regulations applicable to radio broadcasts.
• Knowledge of Next Generation 911 and FirstNet.
• Knowledge of proper use of ANI/ALI displays/information.
• Knowledge of basic telephone and radio techniques/procedures for handling incoming emergency calls
and dispatching response units.
• Knowledge of basic police/fire/EMS complaint/dispatching terminology.
• Knowledge of proper use of emergency medical pre-arrival protocol system.
• Knowledge of proper use of local, state and national computer systems and functions.
• Knowledge of legal liability issues common to emergency call-taking, public safety dispatching and
records keeping.
• Knowledge of geographical area served (e.g., familiarity with street names/layout, landmarks,
numbering schemes, rivers, lakes, highways, etc.).
• Knowledge of proper preparation of required reports, logs and forms.
• Knowledge of agency policies, procedures and standards of expected performance.
• Knowledge of available resource materials and their use in performing job duties (e.g., manuals,
directories, maps, websites, etc.)
• Must demonstrate the ability to effectively work in multi-cultural and diverse communities.• Graduation from high school or equivalent.
• Two (2) years experience as telecommunicator/dispatcher in public safety dispatch center.
• One year supervisory or communications officer training experience.
• If not currently employed by the Communications Center, must pass a criminal background
investigation, fitness for duty exam, drug screening and psychological exam.
The requirements listed below must be completed within the (12) month probationary period:
• Required to be APCO Public Safety Telecommunicator 1 Certified.
• Required to be TIME Certified.
• Required to be CPR Certified.
• Required to be EMD (Emergency Medical Dispatch) Certified.
• Required to be NIMS and Incident Command System Certified.
• Required to be Communications Center Supervisor Certified.
Physical Abilities: Must have the ability to hear and understand sound sources coming through a
communications headset and/or radio and/or standard telephone receiver, including the ability to hear and
understand other outside sound sources while wearing a communications headset. Must have the ability to
speak and write English clearly. Must have the ability to read and discern visual images on a variety of media,
including the ability to read and understand maps and the ability to distinguish between colors on a colorcoded
computer screen. Must have the ability to type accurately on a computer keyboard while conversing
with callers. Must have the ability to record name and numbers accurately (i.e., not transpose numbers and/or
letters).
Equipment Use: Advanced knowledge of personal computer systems. Operates computer aided dispatch
system. Operates computerized radio console according to departmental policy and procedure as well as FCC
rules and regulations. Operates computerized telephone system. Utilizes electronic time card system. Works
with Information Technology staff to support and troubleshoot computer system problems.
Working Conditions: All inside work in a call center; busy, high stress environment.
