What are the responsibilities and job description for the Emergency Communications Shift Supervisor position at Chatham County, NC?
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Job Description
If you are a collaborative leader who excels in a fast-paced environment, embraces challenges, and is committed to continuous improvement, we want to hear from you. Chatham County values its employees, invests in leadership and professional development, and recognizes that our people are our greatest strength. We offer phenomenal benefits, opportunities for career advancement, and the satisfaction of serving a community where your leadership makes a lasting difference.
Performs difficult technical, administrative, and supervisory work providing leadership for the daily operations of an assigned shift within the Emergency Communications Center. Responsible for supervising personnel, coordinating communications center operations, ensuring compliance with departmental policies and emergency dispatch protocols, ensuring operational readiness, preparing and maintaining records and reports, and performing related work as assigned. Work is performed under the supervision of the Emergency Communications Operations Manager and Emergency Operations Deputy Director.
Essential Functions
The following essential functions serve as a general guide for this position. Position functions are subject to change based on departmental needs and external factors including, but not limited to, regulatory requirements.
- Supervises the day-to-day operations of an assigned shift within the Emergency Communications Center;
- Serves as the primary point of contact for operational issues during the assigned shift and exercises independent judgment in resolving personnel, staffing, and communications center issues;
- Supervises, trains, mentors, coaches, and evaluates communications personnel;
- Develops work schedules and ensures adequate staffing, reviews and approves employee timesheets and leave requests, and assists with employee development and corrective actions;
- Ensures operational readiness of the communications center by monitoring staffing levels, equipment status, console assignments, and operational resources throughout the shift;
- Ensures compliance with departmental policies, procedures, emergency dispatch protocols, and applicable federal and state regulations;
- Provides operational leadership during emergency incidents and serves as the shift supervisor responsible for coordinating communications center activities;
- Coordinates communications center operations during critical incidents, major events, and emergencies to ensure efficient delivery of emergency services;
- Monitors communications center operations to ensure timely and accurate processing of emergency and non-emergency calls for service;
- Supports employee training and onboarding efforts in coordination with the Training Coordinator and identifies operational training needs;
- Investigates complaints from the public, partner agencies, and employees and recommends corrective action when appropriate;
- Coordinates with public safety agencies, county departments, and partner organizations to ensure effective service delivery;
- Monitors the operational status of the Computer Aided Dispatch (CAD) system, telephone systems, radio systems, and other communications technologies; reports issues, assists with troubleshooting, and coordinates with the Emergency Communications Operations Manager as needed;
- Utilizes Department of Criminal Information (DCI) and National Crime Information Center (NCIC) systems in accordance with state and federal regulations;
- Retrieves, prepares, and maintains reports, recordings, CAD records, and other documentation for public safety agencies, court proceedings, records requests, and training purposes;
- Promotes a positive, professional, and collaborative work environment while fostering employee engagement, accountability, and continuous improvement;
- May be required to work outside normal business hours during emergencies, staffing shortages, special events, or severe weather;
- Performs other duties as assigned.
Minimum Qualifications
High school diploma or GED and considerable experience in emergency communications, including demonstrated leadership experience within a Public Safety Answering Point (PSAP), or an equivalent combination of education and experience.
Knowledge, Skills, and Abilities
- Thorough knowledge of public safety communications operations, procedures, and best practices;
- Thorough knowledge of Computer Aided Dispatch (CAD), radio communications systems, telephone systems, and related public safety technologies;
- Thorough knowledge of emergency dispatch protocols and quality improvement processes;
- Thorough knowledge of applicable federal, state, and local regulations governing emergency communications and criminal justice information systems;
- Thorough knowledge of the geography of Chatham County and surrounding jurisdictions;
- Ability to exercise sound judgment and make independent decisions under pressure;
- Ability to supervise, motivate, coach, and evaluate employees;
- Ability to make sound decisions quickly in high-stress emergency situations;
- Ability to effectively prioritize multiple tasks while maintaining attention to detail;
- Ability to communicate clearly and effectively, both orally and in writing;
- Ability to establish and maintain effective working relationships with employees, partner agencies, county departments, and the public.
Physical Requirements
This work requires the occasional exertion of up to 10 pounds of force; work regularly requires speaking, hearing, use of hands and fingers, handling or feeling, tasting or smelling and repetitive motions, frequently requires sitting and occasionally requires standing, walking, climbing, balancing, stooping, kneeling, crouching, crawling, pushing, pulling and lifting; work has standard vision requirements; work requires vocal communication to express or exchange ideas orally and to convey detailed or important instructions to others accurately, loudly or quickly; work requires hearing to perceive information at normal spoken levels and to receive detailed information through oral communications; work requires preparing and analyzing written or computer data and observing general surroundings and activities; work has no exposure to environmental conditions; work is generally in a moderately noisy location (e.g. business office, light traffic).
Special Requirements
Must possess or obtain Department of Criminal Information Operator certification within one year of employment.
Must possess or obtain APCO/ETC/Sheriff Standards Telecommunicator Certification within one year of employment.
Must possess or obtain Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), and Emergency Police Dispatch (EPD) certifications within one year of employment.
Must possess or obtain FEMA NIMS ICS-100, ICS-200, ICS-700, and ICS-800 Certifications within one year of employment.
Must possess or obtain APCO, NENA, or equivalent public safety communications supervisor certifications within one year of employment.
Chatham County is fully committed to equal employment opportunity (EEO) principles and issues this anti-discrimination/EEO compliance clause to support and maintain employee’s rights and responsibilities relating to equal employment. The core of equal employment opportunity is the right to work and advance on the basis of merit, ability, and potential, free from prejudice or discrimination. In accordance with the applicable anti-discrimination statutes, executive orders, and other authorities, Chatham County protects employees against discrimination, to the fullest extent of law, on the basis of race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity, age, disability, genetic information, marital status, political affiliation, whistleblower activity, parental status, and military service (past, present, or future), and against retaliation for participation in EEO activity or opposition to discrimination.