Dispatch Supervisor

Drexel University•Philadelphia, PA

1d•Onsite

About The Position

The Public Safety Dispatch Supervisor is responsible for overseeing the efficient and coordinated delivery of communication services for the Drexel University Department of Public Safety Communications Center (DUPSCC), the University community, and partnering local law enforcement agencies. This position provides direct supervision of personnel, ensures compliance with established policies and procedures, and supports the overall effectiveness of a 24-hour, seven-day-a-week communications operation. Personnel in this role are designated as essential employees and must be available to work varied shifts and participate in an on-call rotation to ensure continuity of operations during staffing shortages, emergencies, and critical incidents. In-house candidates must have a satisfactory or better rating during the last evaluation period. Candidates must successfully complete a Drexel Public Safety approved certification courses including but not limited to the following: APCO Public Safety Telecommunicator I, APCO Communications Center Supervisor & APCO Communications Training Officer as required. Background investigations are required for all new hires. Employment may not begin until the University has reviewed and approved the results. This includes: Successful completion a comprehensive background investigation, including education verification, employment history, reference checks, driver’s license verification, driving record review, and criminal history check. Successful completion a pre-employment physical examination, including drug and alcohol screening, and a psychological evaluation. Annual background and driver’s license checks. Signing of and adherence to a confidentiality agreement regarding sensitive and confidential University information.

Requirements

HS Diploma or GED.
Minimum of one (1) year of dispatching experience in an emergency communications or public safety dispatch center.
Minimum of one (1) year of experience in a leadership or supervisory role within a communications or public safety environment.
Must possess APCO Communications Training Officer (CTO), APCO Supervisor, APCO Communications Center Manager, or a comparable certification. Certification may be considered in lieu of additional dispatch experience beyond the minimum requirement.
Must be available to work any shift, including days, evenings, overnights, weekends, and holidays, in a 24-hour, 7-day-a-week operation.
Must be available to participate in an on-call rotation and respond in a timely manner to urgent or critical situations.
Ability to distinguish between colors and shades of colors.
Ability to operate CAD, NCIC/PCIC, CCTV, access control, alarm monitoring, and related systems.
Ability to perform basic mathematical calculations.

Nice To Haves

College coursework or degree in Criminal Justice, Communications, Public Safety, or a related field.
Knowledge of emergency communications center operations and dispatch procedures.
Knowledge of NCIC/PCIC or similar criminal justice information systems.
Knowledge of terminology, codes, and procedures used in public safety communications, telecommunications systems, CCTV, access control, alarm monitoring, and radio systems.
Knowledge of applicable federal, state, and local laws governing telecommunications and public safety operations.
Ability to establish and maintain effective working relationships.
Ability to communicate effectively, both orally and in writing.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Ability to operate standard office equipment and software, including Microsoft Office applications.
Ability to remain calm and make sound decisions in high-stress and emergency situations.
Ability to analyze information, define problems, collect data, and draw accurate conclusions quickly.
Ability to communicate clearly and concisely via radio, telephone, and electronic systems.
Ability to follow written, verbal, and electronic instructions.

Responsibilities

Supervises Public Safety Dispatchers during daily operations, ensuring efficient and effective service delivery.
Participates in recruitment efforts, including screening applicants and making recommendations regarding hiring, discipline, and termination.
Plans, organizes, prioritizes, and assigns work; delegates responsibilities to ensure appropriate staffing and operational coverage.
Evaluates employee performance; provides coaching, mentoring, and corrective action as necessary.
Manages staff schedules; adjusts staffing and procedures to meet operational demands.
Monitors communications activity for quality assurance monthly reports and quarterly analysis including telephone calls, radio transmissions, and calls for service.
Provides training, guidance, and performance feedback; assists employees in resolving work-related issues.
Assists in developing and maintaining training manuals and reference materials.
Interprets and ensures compliance with University, Department of Public Safety, and DUPSCC policies, procedures, and applicable laws.
Applies sound supervisory principles and exercises independent judgment, particularly in emergency situations.
Ensures operational readiness of communications systems, including CAD, radio systems, CCTV, access control, alarm monitoring, and emergency telephone systems.
Identifies and recommends improvements to workflows, procedures, and equipment.
Provides instruction and support to police officers, security personnel, and other stakeholders.
Maintains and updates operational data, including maps, hazard information, and system records.
Performs the duties of a Public Safety Dispatcher as needed.
Participates in an on-call rotation and responds to operational needs as required.
Performs other related duties as assigned.