Public Safety Telecommunicator Supervisor

Requisition Number:

S3139

Position Number:

998067

Position Classification Title:

Pub Saf Telecom Supervisor

Functional Title:

Public Safety Telecommunicator Supervisor

Position Type:

Staff

University Information:

Located in North Carolina’s third largest city, UNC Greensboro is among the most diverse, learner-centered public research universities in the state, with 18,000 students in eight colleges and schools pursuing more than 150 areas of undergraduate and over 200 areas of graduate study. UNCG continues to be recognized nationally for academic excellence, access, and affordability. UNCG is ranked No. 1 most affordable institution in North Carolina for net cost by the N.Y. Times and No. 1 in North Carolina for social mobility by The Wall Street Journal — helping first-generation and lower-income students find paths to prosperity. Designated an Innovation and Economic Prosperity University by the Association of Public and Land-grant Universities, UNCG is a community-engaged research institution with a portfolio of more than $67M in research and creative activity. The University’s 2,600 staff help create an annual economic impact for the Piedmont Triad region in excess of $1B.

Primary Purpose Of The Organizational Unit:

To operate the Telecommunications Center efficiently and effectively 24 hours a day. This consists of operating all telecommunications equipment and maintaining contact with all patrol officers and other agencies through direct phone lines. This includes responding to all elevator phone lines and all emergency app requests for service that come directly into the communications center.

Position Summary:

The Public Safety Telecommunicator Supervisor manages the activities of the Emergency Communications Center, including the supervision of Public Safety Telecommunicators. Supervision of the work in the ECC involves receiving emergent, non-emergent, and administrative calls, monitoring alarms, obtaining and relaying information, prioritizing calls/alarms and coordinating response procedures, dispatching appropriate public safety personnel, maintaining public safety communications logs and database, initiating emergency notification processes and systems, and the use of law enforcement and organizational systems and databases to aid public safety response efforts.

This position participates in the planning and evaluation of the Center’s operations, coordinates activities with other departments, divisions, and external agencies; assists in the development of policies and procedures affecting operations of the Emergency Communications Center, and provides for direct supervision, including performance reviews and general disciplinary actions of assigned Public Safety Telecommunicator Operators. As a working supervisor, this employee will also be responsible for performing all of the duties of a Public Safety Telecommunicator on an as needed basis.

Minimum Qualifications:

High school diploma and three years of experience in emergency communications including one year of administrative and/or lead supervisory experience. Additional Education and Experience will be necessary for progressive steps (Journey and Advanced). Requires certification as a Division of Criminal Information computer operator. May require Basic Telecommunicator Certification in accordance with the provisions of the North Carolina Criminal Justice Training and Standards Commission or the ability to achieve certification within one year of employment. All degrees must be received from appropriately accredited institutions.

Additional Required Certifications, Licensures, And Certificates:

Requires certification as a Division of Criminal Information computer

operator. May require Basic Telecommunicator Certification in accordance with the

provisions of the North Carolina Criminal Justice Training and Standards Commission or

the ability to achieve certification within one year of employment.

Preferred Qualifications:

• Knowledge of supervisory principles, methods, and practices; techniques of public safety dispatch and organization. Prefer supervisor experience in a telecommunication center.
  
  

Alternate Option:

If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

Special Instructions To Applicants:

Applicants are required to upload a list of at least three (3) professional references that includes:

• Name,
• Company Name,
• Type of reference (Professional, Supervisor, Colleague, Academic, or Personal). One (1) of those references will need to be a current or previous supervisor.
• Email Address
• Contact Phone Number
  
  

Recruitment Range:

$65,000 – $75,306

Org #-Department:

Public Safety & Police - 57001

Work Hours Of Position:

8 A.M. - 5 P.M., M-F

Number Of Months Per Year:

12

Job Family:

Law Enforcement & Public Safety

Career Banded Title:

Pub Saf Telecom Supervisor

Open Date:

06/18/2026

Close Date:

07/31/2026

FTE :

1.000

FLSA:

Non-Exempt

Key Responsibility:

Supervision

Essential Tasks:

• Coordinates hiring, supervises, trains and inspects the work of staff; evaluates staff performance; develops staff schedules and ensures adequate coverage in the communications center; reviews timesheets and make corrections as necessary.
• Assess employees’ compliance with procedure, assist in development of employee skills and abilities by providing constructive criticism, recognition and corrective action when necessary; conduct quality assurance feedback and coaching sessions with assigned employees at regular intervals; provide both verbal and written feedback involving the discipline process.
• Initiates commendations where appropriate.
  
  

Key Responsibility:

Compliance

Essential Tasks:

• Coordinates, implements and maintains operations of the Communications Center; Ensures technical equipment is properly maintained, regularly serviced and fully functional, drafts policy and procedures.
• Evaluates Communication Center’s operations and makes recommendations to the Command Staff as needed to remain in compliance with laws, accreditation requirements and other standards.
• Knowledge of related Federal Communication Commission (FCC), relevant Federal Higher Education Laws (Clery, Violence Against Women Act, Title IX Reporting requirements), N. C. General Statutes and other regulations which apply to emergency communications.
  
  

Key Responsibility:

Technical Knowledge

Essential Tasks:

• Provides oversight for users and ensures function of radio communications equipment, Computer Aided Dispatch (CAD), telephone recording system, and alarm receiver systems; emergency dashboard etc., performs updates as necessary.
• Initiates corrective and follow-up actions in the event of system disruptions that cannot be resolved at supervisor level.
• Recommends equipment selection, organization of functions and. follows emerging trends for knowledge of best in class.
  
  

Key Responsibility:

Telecommunicator Responsibilities

Essential Tasks:

• Answers incoming calls, dispatches all complaints, requests and emergencies to field officers.
• Perform all task associated with the telecommunications function of the department.
• Coordinate communications during natural and man made emergencies.
  
  

Key Responsibility:

Training

Essential Tasks:

• Conducts and coordinates Telecommunicator continuing education as required by the center, State of North Carolina, or other regulatory entities; to include topics such as DCI/NCIC certification, Emergency Medical Dispatcher and related protocols, TDD/TTY operations, topics specific and relative to law enforcement, customer service, geography, and Communication Center policies.
  
  

Competency:

Knowledge – Technical

Competency Description:

• Ability to apply knowledge of FCC rules and regulations in unique situations.
• Ability to apply considerable knowledge of departmental policies and procedures related to the answering, response, and dispatch of calls in a complex telecommunications environment.
• Expertise in using telecommunications and information technology.
• May require ability to troubleshoot or perform routine maintenance on equipment.
• May require ability to train others on use of equipment.
• Ability to display organizational awareness and an understanding of the operations and procedures of applicable federal, state, and local public safety organizations (including law enforcement agencies, fire and rescue, security, and other response units).
• Ability to display considerable knowledge of the infrastructure to dispatch and direct efficiently within a large jurisdiction.
• Ability to seek resources needed to keep self and others current with emerging telecommunications practices.
• May require ability to obtain Advanced Telecommunicator or Emergency Medical Dispatch certification.
• May require ability to take a lead role in the implementation of new or revised practices or participate in the development of new/revised procedures.
  
  

Competency Level:

Advanced

Competency:

Communication - Oral

Competency Description:

• Expert in listening and extracting information and cues from callers.
• Ability to train other telecommunicators in taking calls and gathering information.
• Ability to speak clearly and calmly under pressure of high call volume and high frequency of intense/critical calls.
• Ability to transmit radio messages to a wide variety of different responders using language and protocols appropriate for each.
• Ability to serve as a liaison between emergency personnel, callers, and officials during critical incidents.
  
  

Competency:

Office/Telecommunications Technology

Competency Description:

• Ability to use the most advanced and specialized telecommunications equipment and/or the widest variety of telecommunications and information technology.
• May require ability to make recommendations regarding databases and information systems procedures.
• Ability to train and advise others on use of DCI terminal.
  
  

Competency:

Data/Information/Records Administration

Competency Description:

• May interpret or analyze data.
• May adapt or revise formats.
• Reviews entries of other telecommunicators for quality assurance.
• Locates difficult-to-find information from DCI terminal or other sources as requested for law enforcement support.
  
  

Competency Level:

Journey

Competency:

Decision Making

Competency Description:

• Ability to independently resolve unprecedented issues and problems when problem resolution requires some interpretation of policy and procedures.
• Ability to serve as a resource for others in resolving unprecedented, non-standard issues and problems.
  
  

Competency:

Human Resource Management

Competency Description:

• Ability to manage the work of a telecommunications unit comprised of Public Safety Telecommunicators and/or support staff.
• Ability to make recruitment and selection decisions, adhering to State and departmental recruitment and selection procedures.
• Ability to understand and comply with performance management policies and procedures.
• Ability to develop plans for employees to gain necessary knowledge, skills, and abilities to successfully perform their duties.
  
  

Physical Effort:

Hand Movement-Repetitive Motions - F, Hand Movement-Grasping - O, Holding - O, Finger Dexterity - F, Reading - F, Writing - F, Eye-hand coordination - F, Vision-Color Distinction - F, Vision-Preparing/Analyzing figures - O, Vision-Visual inspection - O, Vision-Measuring/Assembling at distance close to eye - O, Hearing - C, Talking - F, Standing - O, Sitting - F, Walking - O, Lifting-0-30 lbs. - O, Lifting-30-60 lbs. - R, Pushing/Pulling - O, Climbing-Stairs - O, Bending - O, Squatting - O

Work Environment:

Inside - C, Outside - R, Overtime - R