911 Shift Supervisor

City of Bloomington•Bloomington, MN

9d•Onsite

About The Position

We are excited to announce an opening for a 911 Shift Supervisor position within our department. This is a great opportunity for an experienced public safety telecommunicator who is ready to take the next step into leadership and make a meaningful impact on both our team and our operation. We are looking for someone who is passionate about 911, engaged in the culture and success of the department, and motivated to help lead, mentor, and support others. Candidates will have prior 911 telecommunications experience, including experience as a certified Communications Training Officer (CTO). We are seeking someone who leads by example, communicates professionally, supports teamwork, and is committed to helping others grow and succeed in a fast-paced public safety environment. This position primarily supports evening and night shift operations, with schedule flexibility to meet operational and supervisory needs. If you have ever considered stepping into leadership, this is an opportunity to challenge yourself, grow professionally, and help shape the future of our communications center. Additional information regarding the position, expectations, and opportunities within the role can be learned through the application process. We encourage interested candidates to apply and explore whether this next step may be the right fit for you. The City of Bloomington is seeking an individual to oversee and coordinate the operations of a 24-hour public safety communications center during an assigned shift. This position provides direct supervision to Public Safety Telecommunicators and call-takers on duty, ensuring adherence to protocols and ensure the timely processing of emergency and non-emergency police, fire, and EMS calls for service. The 911 Shift Supervisor supports administrative functions, participates in training and quality assurance efforts, and serves as acting Dispatch Supervisor in their absence.

Requirements

High School graduate or equivalent
Five years of increasingly responsible experience in emergency communications dispatching, such as Communications Training Officer or similar, including one year as a lead or senior dispatcher.
Comprehensive knowledge of police, fire, and EMS dispatch operations, procedures, and technology, including CAD and radio systems.
Strong leadership, decision-making, and conflict resolution skills.
Ability to remain calm and exercise sound judgment under pressure or during critical incidents.
Effective interpersonal communication skills to interact with staff, sworn personnel, and the public.
Attention to detail and commitment to accuracy and accountability.
Familiarity with federal, state, and local regulations affecting emergency communications, including confidentiality and public records laws.

Nice To Haves

Associates degree or higher in communications, public safety or a related field.
Emergency Number Professional or Registered Public Safety Leaders certification.
Previous supervisor experience.
Ability to speak a second language, in addition to English that has a recognized presence in the community. (Spanish, Somali, Vietnamese, Chinese Mandarin, Cambodian, etc.)

Responsibilities

Supervise and coordinate the daily operations of assigned shift, ensuring appropriate staffing levels and equitable workload distribution.
Monitor call-taking and dispatching activity to ensure compliance with department protocols, regional procedures, and applicable laws.
Provide real-time coaching, support, and guidance to communications personnel handling high-risk or complex incidents.
Serve as an initial point of contact for shift-related employee concerns, technical issues, or escalations; resolve or refer issues as appropriate.
Assist with scheduling, shift coverage, and coordination of breaks to maintain operational readiness.
Conduct or assist with on-the-job training, mentoring, and documentation of new or probationary employees.
Monitor performance and provide input for employee evaluations and corrective actions in coordination with the Dispatch Supervisor.
Review and evaluate incident recordings and CAD entries for quality assurance and training purposes.
Ensure accurate and timely documentation of major incidents, equipment malfunctions, or shift-related concerns.
Serve as liaison between dispatch staff and police, fire, EMS, and other public safety partners during the shift.
Assume Dispatch Supervisory duties during absences or as assigned.
Perform the work of a Public Safety Telecommunicator as needed.
Serve as the Assistant Terminal Agency Coordinator (TAC), ensuring compliance with all Bureau of Criminal Apprehension (BCA) rules and guidelines; assist with monthly validations, biannual audits, and other NCIC/Hot Files compliance-related responsibilities.
Perform other duties as assigned or required.