Command Center Shift Lead

Under general supervision of the Director - Compliance and Security Operations, the Command Center Shift Lead (Supervisor) provides front-line leadership to Command Center Dispatchers and Technicians during an assigned shift within the Philadelphia Housing Authority’s (PHA) Office of Public Safety (OPS) Command Center.

The Command Center Shift Lead will work on one of three shifts and is responsible for supervising up to seven Command Center Dispatchers/Technicians, for scheduling, monitoring daily operations, training staff and implementing departmental policies. The incumbent operates communication equipment to send and receive messages and information to and from Public Safety Officers, employees, residents, and partner agencies, and ensuring all interactions are handled with professionalism, courtesy, and a strong commitment to customer service. Work is performed in a 24/7 public safety communications center that functions as both a dispatch/radio room and, at times, a call center for non-emergency calls. The environment is fast-paced, high volume, and technology driven, requiring sustained focus and composure under pressure.

Essential Functions

• Oversees daily operations of Command Center staff during assigned shift to ensure efficient, continuous coverage;
• Communicates procedures to staff and ensures compliance with Command Center protocols;
• Assigns and reviews cases processed by Command Center Technicians to ensure quality assurance and the integrity of evidence;
• Ensures adherence to contingency plans during system issues, emergencies, or disasters; escalates and directs activities as required; participates in after-action reviews to identify improvements;
• Ensures criminal activity observed by Command Center personnel is documented, cameras are properly noted, and video footage is preserved and forwarded to appropriate entities;
• Monitors incoming calls and radio traffic to confirm they are handled promptly and according to established procedures; Ensures compliance with Standard Operating Procedures (SOPs) for the Radio Room; provides clarification in urgent situations, including when to request city backup for officers and how to make proper notifications;
• Handles escalated calls directly, when required; Investigates complaints regarding Command Center staff and reports findings to the Director of Compliance and Security Operations for review and action;
• Maintains strict confidentiality of work-related matters and PHA information;
• Performs other duties as assigned

Required Education and Experience

A high school diploma or GED, and a minimum of three years of directly related experience in public safety/emergency communication or dispatch operations is required.

Licenses

Upon hire, eligibility for Commonwealth Law Enforcement Assistance Network (CLEAN) system and Pennsylvania Justice Network (JNET) certifications is required.

Required Knowledge

• Call center operations, equipment, and software used in emergency dispatch environments;
• Emergency dispatch and call-taking procedures, including protocols for prioritizing and forwarding calls;
• CCTV operations, evidence handling, and video surveillance technology;
• Current trends, developments, and best practices in surveillance, emergency communications, and telecommunications technology

Required Skills and Abilities

• Exercising professionalism, patience, and a people-first, positive attitude in all interactions;
• Demonstrating politeness, tact, and diplomacy in handling difficult or sensitive situations;
• Effective verbal and written communication, consistent with standards such as those outlined by NENA (National Emergency Number Association);
• Managing stress, multitasking, and maintaining composure under emergency or crisis conditions;
• Adapting to varied and changing work schedules, including nights, weekends, and emergency staffing needs;
• Interacting effectively and respectfully with individuals from diverse social, economic, and cultural backgrounds;
• Maintaining confidentiality of sensitive information and exercise sound judgment in all matters of public safety communication.