Police - 911 Shift Supervisor

City of La Vergne Human Resources • La Vergne, TN

2d • $29 • Onsite

About The Position

The 911 Shift Supervisor provides direct first-line supervision, leadership, and operational oversight of Communications Specialists assigned to a shift within the 911 Communications Center. This position performs emergency and non-emergency call-taking and dispatching duties and serves as the shift’s primary supervisor.
The 911 Shift Supervisor ensures that calls for service are handled in a timely, accurate, professional, and policy-compliant manner. This position monitors daily operations, supports employee performance, coordinates communications during critical incidents, assists with training and quality assurance, and serves as the primary point of contact for operational issues during the assigned shift.
This position requires sound judgment, strong leadership, the ability to remain calm under pressure, and a thorough understanding of emergency communications operations, public safety procedures, and departmental policies. This is a Safety-Sensitive position.
Based on the La Vergne Police Department selection standards, the following items are immediate disqualifiers:
Conviction of any criminal offense classified as a misdemeanor under Tennessee law within three (3) years prior to application and/or a conviction of two (2) or more misdemeanor offenses under Tennessee law as an adult.
Admission of having committed any act amounting to a felony under Tennessee law as an adult within five (5) years prior to application.
Admission of any act of domestic violence as defined by law, committed as an adult.
Admission of any criminal act against children.
Having been disciplined by any employer (including military) as an adult for abuse of leave, gross insubordination, dereliction of duty, or persistent failure to follow established policies and regulations.
Being involuntarily dismissed (for any reason other than lay-off) from three (3) or more employers as an adult.
Resigning from any three (3) paid positions (as an adult) without notice, except where the presence of a hostile work environment is alleged.
Any use or possession of a drug classified as a hallucinogenic (LSD) within ten (10) years prior to application; Any use or possession of marijuana within one (1) year prior to application; Any other illegal use or possession of a drug not mentioned above (including cocaine and LSD) within five (5) years prior to application.
Failure to divulge to the department any information about personal illegal use or possession of drugs.
Any unlawful use or possession of a drug classified as an anabolic steroid or human growth hormone (HGH) within two (2) years prior to application.

Requirements

• Must be a minimum of eighteen (18) years of age.
• Must possess a high school diploma or a General Equivalency Diploma (GED) recognized by the Tennessee Department of Education.
• Minimum of five (5) years of full-time emergency communications, 911 dispatch, or public safety dispatch experience required in an agency of equivalent size.
• Must pass the multiple pre-employment assessments.
• All applicants will have an in-depth background investigation conducted by the LPD Criminal Investigation Division, and have no history of any felony arrest, nor have been convicted of or pled guilty to, or entered a plea of nolo contendere to any charge, or to any violation of any Federal or State laws or city ordinances relating to force, violence, theft, dishonesty, gambling, liquor or controlled substances; nor to any misdemeanor arrest involving moral turpitude; and no arrest for D.U.I. in the prior ten (10) years.
• Must pass a physical examination by a licensed physician.
• Must pass a polygraph by a certified polygraph examiner.
• Must pass a psychological evaluation, free from any impairment, as outlined in the current edition of the Diagnostic and Statistical Manual of Mental Disorders (DSM) of the American Psychiatric Association at the time of the examination, that would, in the professional judgment of the examiner, affect the person’s ability to perform an essential function of the job, with or without reasonable accommodation.
• Must be a U.S. citizen.
• Must possess a valid Tennessee driver’s license or be able to obtain one in a reasonable period.
• Must be willing to attend training in TIES/NCIC and other Criminal Justice Information System functions and pass all required tests with a minimum of 80%.
• Must abide by and understand all items listed in the job summary related to immediate disqualifiers.
• APCO Basic Telecommunicator Certification.
• NCIC/TIES/CJIS Certification.
• TCPR Certification.
• NIMS / ICS Certifications.
• Additional state, local, or agency-required certifications.
• Must successfully pass a background investigation.
• Must be able to maintain CJIS eligibility.
• Must be able to work assigned shifts, overtime, holidays, and emergency activations.
• Must maintain confidentiality of all protected and sensitive information.
• Must comply with all department, city, state, and federal rules and regulations.
• Must demonstrate professional conduct on and off duty as it relates to public trust and department integrity.
• Receives and processes 911 and administrative phone lines in Communications.
• Dispatches appropriate equipment on calls received for police and fire.
• Operates the radio to communicate with police/fire units.
• Operates the Computer-Aided Dispatch (CAD) system, logging information related to events.
• Ability to monitor and track police/fire units geographically.
• Locates streets, parks, public places & landmarks throughout the city.
• Communicates with towing services, utility crews, etc., as needed.
• Responds to routine requests for information or assistance from members of the staff, the public, or other individuals.
• Assigns incident and arrest identification numbers.
• Prepares and/or generates routine reports, logs, directories, forms, and other documents.
• Ability to keep sensitive information confidential.
• Performs basic computer maintenance tasks.
• Monitors closed-circuit security cameras.
• Monitors the weather radar system to activate the severe weather alert system accurately.
• Monitors the NCIC system for all pertinent incoming messages.
• Ability to use knowledge of various software programs to operate a computer effectively and efficiently.
• Must be physically able to operate various automated office machines, including a computer, printer, fax machine, copier, calculator, telephone, radio transmitting equipment, etc.
• Must be able to move or carry objects or materials.
• Must be able to exert up to twenty pounds of force occasionally, and/or up to ten pounds of force frequently.
• Ability to compare and/or judge the readily observable functional, technical, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things.
• Ability to speak and/or signal people to convey or exchange technical and administrative information related to law enforcement, emergency medical, and radio codes. Includes giving assignments and/or directions to co-workers or assistants.
• Ability to read various informational documentation, directions, instructions, and methods and procedures related to the job of Emergency Communications Specialists.
• Requires writing reports with proper format, punctuation, spelling, and grammar, using all parts of speech.
• Requires the ability to speak with and before others with poise, voice control, and confidence using correct English and a well-modulated voice.
• Ability to learn and understand basic to complex principles and techniques; to make independent judgments in the absence of supervision; to acquire knowledge of topics related to the job of Emergency Communications Specialists.
• Ability to record and deliver information to supervisors and officials; to explain procedures and policies; and to follow verbal and written instructions, guidelines, and objectives.
• Ability to utilize mathematical formulas, add and subtract totals, multiply and divide, determine percentages, calculate time and weight, and apply statistical inference.
• Ability to inspect items for proper length, width, and shape, visually, with office equipment.
• Ability to coordinate hands and eyes in using automated office equipment.
• Ability to handle a variety of items, including office equipment, control knobs, and switches. Must be able to use one hand for twisting or turning motions while coordinating the other hand with different activities. Must have minimal levels of eye/hand/foot coordination.
• Ability to differentiate colors and shades of color.
• Ability to deal with people (i.e., staff, supervisors, the public, and officials) beyond giving and receiving instructions, such as in interpreting departmental policies and procedures.
• Must be adaptable to performing under considerable stress when confronted with an emergency related to the job of Emergency Communications Specialist.
• Ability to talk and/or hear (talking - expressing or exchanging ideas through spoken words). (Hearing - perceiving the nature of sounds by ear).

Nice To Haves

• Prior experience as a Communications Training Officer, Lead Dispatcher, Acting Supervisor, or equivalent leadership role preferred.
• Prior supervisory or lead dispatcher experience.
• Experience training new dispatchers.
• Knowledge of Tennessee public safety communications procedures.
• Experience with police and fire dispatching.
• APCO, NENA, or equivalent professional certification.
• Advanced telecommunicator or communications supervisor training.

Responsibilities

• Provides direct supervision to Communications Specialists assigned to the shift.
• Oversees daily shift operations within the Communications Center.
• Ensures proper staffing, station assignments, and workload distribution.
• Conducts shift briefings and relays important operational information.
• Monitors employee performance and provides coaching, guidance, and correction as needed.
• Promotes teamwork, professionalism, accountability, and positive morale.
• Ensures employees follow departmental policies, procedures, rules, and regulations.
• Documents performance concerns, policy violations, commendable actions, and operational issues.
• Reports significant personnel concerns to management through the chain of command.
• Assists with resolving routine employee questions or concerns during the shift.
• Recommends corrective action or additional training when appropriate.
• Answers emergency 911 calls and non-emergency administrative calls.
• Obtains, verifies, and enters accurate information into the Computer-Aided Dispatch system.
• Prioritizes calls for service based on urgency, available information, and departmental procedures.
• Dispatches police, fire, EMS, and other emergency or support resources.
• Monitors radio traffic and maintains officer, firefighter, EMS, and responder safety.
• Coordinates emergency communications during high-priority incidents.
• Provides pre-arrival or emergency medical instructions when certified and authorized.
• Maintains awareness of active calls, unit status, resource availability, and field activity.
• Operates multiple communication systems simultaneously, including radio, telephone, CAD, RMS, mapping, and emergency notification systems.
• Serves as the senior communications authority during assigned shift hours.
• Makes operational decisions during routine and emergency incidents.
• Coordinates Communications Center response during major incidents, pursuits, officer emergencies, severe weather, disasters, and multi-agency events.
• Ensures proper notifications are made to command staff, department leadership, and outside agencies.
• Coordinates mutual aid or additional resources when needed.
• Ensures continuity of operations during equipment failures, staffing shortages, or unusual circumstances.
• Maintains a calm and controlled work environment during stressful incidents.
• Ensures shift logs, CAD entries, and operational documentation are complete and accurate.
• Assists with the training and development of Communications Specialists.
• Supports Communications Training Officers and assists with trainee progress monitoring.
• Provides on-the-job coaching and immediate feedback.
• Identifies training needs and reports them to management.
• Participates in quality assurance reviews as assigned.
• Reviews calls, radio traffic, CAD entries, and documentation for accuracy and compliance.
• Assists in ensuring mandatory training, certifications, and continuing education requirements are completed.
• Reinforces department expectations related to customer service, professionalism, officer safety, and policy compliance.
• Completes required shift reports, logs, and documentation.
• Documents staffing issues, callouts, overtime needs, and equipment problems.
• Assists with scheduling adjustments as authorized.
• Tracks operational concerns and communicates them to management.
• Ensures workstations and shared areas are maintained in a professional and operationally ready condition.
• Reports equipment malfunctions and assists with implementation of backup procedures.
• Maintains confidentiality of sensitive, criminal justice, medical, and personnel information.

Benefits

• 100% Paid Insurance for you and your family — health, dental, vision, life, disability, and even Lasik coverage.
• Secure Retirement: 401(a) with 4.5% city contribution plus a 457 plan with matching up to 3.5%, vested immediately.
• Generous Paid Time Off: vacation, sick, personal days, 12 holidays, and your birthday off.
• Longevity Pay & Incentives: annual service bonuses and ongoing professional development opportunities.
• Growth & Support: comprehensive APCO, TBI, and FBI training, with continual re-certification and career path advancement inside the La Vergne Police Department.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED