Description

SUMMARY OF POSITION: 

Serves as a working supervisor on an assigned shift within the communications center, performing the full range of call-taking and dispatching duties while also supervising, directing, and supporting staff. Provides real-time operational leadership by monitoring and participating in call handling and dispatch functions while ensuring adherence to established policies, procedures, and protocols. This position is also responsible for mentoring, coaching, and guiding employees to support professional development and operational excellence. Conducts and participates in employee performance evaluations, provides ongoing feedback, and assists in identifying training needs and performance improvement opportunities. Ensures daily operations are effectively managed, including staffing, quality assurance, and continuous improvement of service delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

(The following statements are illustrative of duties and responsibilities and do not include all tasks that may be required. ADCOM911 retains the right to modify duties at any time without notice.) 

• Answer, process, and prioritize emergency and non-emergency calls for service in a professional, accurate, and timely manner, ensuring compliance with APCO/NENA call answer time performance standards, including the goal of answering 90% of calls within 15 seconds.  
• Obtain, verify, and document accurate information including location, nature of incident, and caller details.  
• Utilize mapping systems, caller location technology, and related tools to confirm incident locations.  
• Classify and prioritize calls in accordance with established policies and protocols.  
• Effectively manage distressed, hostile, or emotionally charged callers.  
• Provide Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD) instructions when certified and follow approved protocols.  
• Dispatch law, fire, EMS, and other public safety personnel across multiple agencies. 
• Monitor radio traffic on multiple channels and maintain real-time awareness of field unit status and activity.  
• Relay critical information clearly, accurately, and efficiently to responding personnel.  
• Manage high-volume radio and telephone traffic during routine and critical incidents.
• Maintain responder safety by providing timely updates and situational awareness.  
• Coordinate multi-agency and mutual aid responses.  
• Initiate emergency mass notification alerts, and emergency operations procedures when required.  
• Enter, update, and maintain incident records in the Computer Aided Dispatch (CAD) system.  
• Accurately document all incident activity, updates, and significant operational information.  
• Conduct NCIC/CJIS/CBI and other authorized database inquiries for warrants, vehicles, and related information in compliance with regulations.  
• Maintain records, reports, logs, and statistical data.  
• Operate and maintain communications systems including 911 phone systems, CAD, radios, and related software.  
• Identify, troubleshoot, and coordinate repair of communications equipment and system issues impacting operations.  
• Evaluate emerging technologies and provide recommendations and proposals to management for operational improvement.  
• Provide daily operational direction, guidance, and support to staff on shift.  
• Ensure adequate staffing levels and adjust schedules or provide coverage as needed.  
• Monitor call taking, dispatching, and radio communications for quality, accuracy, and compliance with standards.  
• Conduct quality assurance and quality improvement activities, including timely feedback and training to support staff performance.
• Train, mentor, and coach employees; identify training needs and coordinate professional development.  
• Serve as a Communications Training Officer (CTO) as needed.  
• Conduct employee performance evaluations and participate in corrective action and performance improvement processes.  
• Participate in recruitment, interviewing, selection, and onboarding of personnel.  
• Address employee concerns and assist in resolving workplace conflicts in a professional and timely manner.  
• Provide leadership during complex, high-risk, and major incidents to ensure operational continuity.  
• Serve as liaison between communications staff, command staff, and external public safety agencies.  
• Assist in development, implementation, and revision of policies, procedures, and operational guidelines.  
• Ensure compliance with applicable laws, regulations, certification requirements, and confidentiality standards.  
• Ensure enforcement of ADCOM policies, procedures, and standards.  
• Establish and adjust schedules, workflows, and resource allocation to support effective operations.  
• Prepare after-action reports and recommend operational improvements following significant incidents.  
• Respond to public inquiries and complaints related to communications services and ensure appropriate follow-up.  
• Perform other duties as assigned. 

Requirements

KNOWLEDGE AND ABILITIES: 

Knowledge of: 

Working knowledge of public safety telecommunications principles, emergency dispatch operations, and modern communications systems, including Computer-Aided Dispatch (CAD), 9-1-1 phone systems (including reporting software), and radio systems, with the ability to troubleshoot related operational equipment. 
CAD systems, 911 phone systems, radio systems, and related communications technology.  
APCO/NENA standards, including call handling, response prioritization, and communications best practices.  
Emergency call-taking techniques, including questioning and information-gathering methods.  
Dispatching procedures and radio communications protocols.  
NCIC/CJIS/CBI systems and regulatory requirements governing information access and use.  
Modern office software applications include Microsoft Office 365 and agency-specific platforms (e.g., CodeRED, TotalResponse, GovWorx, Schedule Express, Paycom, SharePoint).  
Recordkeeping, documentation, and reporting practices.  
Customer service principles and conflict resolution techniques.  
Geographic features and jurisdictional knowledge of service area.  
English usage, grammar, spelling, and punctuation.  
Applicable federal, state, and local laws, codes, and regulations.   
Principles of supervision, leadership, training, performance management and budgeting.  

Ability to: 

Perform as a working supervisor while maintaining operational dispatch proficiency.  
Answer and manage high-volume emergency communications while meeting performance standards.  
Make sound decisions under pressure in high-risk or life-threatening situations.  
Remain calm, focused, and professional in stressful or dynamic environments.  
Manage multiple priorities simultaneously with accuracy and efficiency.  
Demonstrate leadership, mentoring, and coaching skills to support employee development.  
Conduct employee evaluations and provide constructive performance feedback.  
Communicate clearly and effectively, both orally and in writing.  
Build and maintain effective working relationships with staff, agencies, and the public.  
Apply emotional intelligence in interactions with staff, leadership, and external partners.  
Adapt quickly to operational changes and shifting priorities.  
Troubleshoot operational issues and take appropriate corrective action.  
Maintain confidentiality and comply with all legal and policy requirements.   
Demonstrate initiative, accountability, and a strong commitment to service delivery. 

EDUCATION AND EXPERIENCE:  

Minimum Requirements  

Education: High School Diploma or GED, supplemented by specialized training in public safety communications or a related field.  
Two (2) years of experience in public safety call taking and dispatching for police, fire, and EMS, including at least one (1) year in a supervisory role or equivalent experience in a Public Safety Answering Point (PSAP). 
One (1) year CTO experience. 

Preferred Requirement: 

Current employment in, or recent (within the last two (2) years) experience with, a medium-sized Public Safety Answering Point (PSAP) or a comparable agency with similar call volume to ADCOM. 

POSSESSION OF, OR ABILITY TO OBTAIN, AND MAINTAIN A CURRENT CERTIFICATION FOR THE FOLLOWING:  

Valid government issued ID or passport  
APCO CTO Certification   
CJIS Compliancy  
TotalResponse Suite Certification or equivalent  
NIMS ICS 100, 200, 247B, 700 and 800 

CONDITIONS OF EMPLOYMENT:  

Must pass a pre-employment criminal background check and if required a, comprehensive background investigation, including:  
Criminal history 
Motor Vehicle Report 
Reference checks 
Personnel file review 
Verification of education/certificates 
Submit to fitness-for-duty evaluations as required.  
Within six (6) months of hire, complete ECSIII 7-channel training, successfully pass all required position tests, and obtain a passing score for each.  
Successful candidate will be subject to a one (1) year probationary period. 
Must participate in a rotating on-call schedule and remain available to respond as needed for up to seven (7) consecutive days at time. 
Meet or exceed expectations on yearly performance evaluation.  

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS  

Sedentary Work  

Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.   
Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Employees may be required to sit for prolonged periods . 

Work Environment Conditions  

Position operates in a professional office environment requiring extended screen time, multitasking, and handling of frequent interruptions. 
Work is performed in an active 911 communications center with frequent exposure to high noise levels from multiple conversations, radios, and alert tones, as well as routine exposure to stressful and emotionally challenging situations. 
Remote work is not available. 

Required Physical Activity  

The employee must be able to visually monitor multiple computer screens, read small text, and interpret on-screen data in varying lighting conditions.  
The employee must be able to effectively hear and comprehend conversations via telephone, radio, and headset, including in high-noise or high-stress environments.  
Ability to communicate clearly and effectively to obtain, interpret, and relay critical information via telephone, radio, and in person. 
The employee is regularly required to stand, twist, and use repetitive motions in the conduct of work.  
The employee is required to perform light lifting to 10 pounds. 
Ability to maintain composure and perform effectively in high-stress and emergency situations.