Emergency Communications Shift Supervisor

Bernalillo County•Albuquerque, NM

1d•$29 - $47•Onsite

About The Position

The Emergency Communications Shift Supervisor oversees daily call intake and dispatch operations, ensuring timely and accurate dispatching of emergency and non-emergency services. The role manages shift staffing, channel assignments, and compliance with policies and public safety communication protocols. It supervises Emergency Communications Operators, supports staff development and performance management, handles complaints and records requests, and coordinates with field supervisors and other agencies. The supervisor may serve as a backup Emergency Communications Operator when needed and assists with maintenance of dispatch systems.

Requirements

High school diploma or GED.
Seven years of experience in a 9-1-1 emergency communications environment working under stressful conditions.
One year of supervisory experience.
Successful completion of a post-offer employment medical examination and background investigation.
Adherence to all County safety guidelines.
Successfully complete FEMA IS-100, IS-700, IS-200, and IS-800.
Possess a valid New Mexico driver’s license by the date of hire and maintain a valid license while employed.
Complete required supervisor training, if applicable.
Pass the department-administered testing process with a score of 85% or higher.
Pass the County-authorized typing test at 40 WPM.
Must not have a felony conviction or a DWI conviction within the past three years.
Be able to work shift work and additional hours and maintain regular attendance.
Within one year of hire, successfully complete a 24-hour APCO supervisor course or equivalent, a 40-hour Public Safety Telecommunication I Course or equivalent, and a 24-hour Communications Training Officer Course or equivalent, as approved by the Communications Director, Communications Training Coordinator, and Human Resources Department.
Obtain New Mexico State Public Safety Telecommunicator Certification within one year of hire and maintain certification thereafter.
Obtain New Mexico State NCIC certification at the full access Terminal Operation Level within one month of hire and maintain certification thereafter.
Obtain New Mexico State Emergency Medical Dispatch certification within one year of hire and maintain certification thereafter.
Obtain National Emergency Fire Dispatch certification within one year of hire.
Hold valid and current American Heart Association CPR certification.

Responsibilities

Supervise Emergency Communications Operators and manage the daily operations of the assigned shift.
Conduct shift briefings and ensure smooth transitions between outgoing and incoming personnel.
Develop staff schedules, authorize overtime, and maintain payroll records.
Monitor dispatching activities to ensure timely and accurate responses to calls for service.
Evaluate training effectiveness and oversee the performance of trainers and trainees.
Conduct probationary and bi-annual performance evaluations.
Address and document complaints, incidents, and performance concerns, and administer corrective action when necessary.
Liaise with field supervisors regarding incidents and dispatch outcomes.
Communicate with news agencies during significant events as appropriate.
Coordinate investigative personnel callouts and relay critical scene information.
Oversee use and dissemination of information from CAD, NCIC, NMCIC, NLETS, NMLETS, WITS, and DMV records, ensuring confidentiality and proper access.
Maintain and update CAD records and ensure system integrity.
Support after-hours services for agencies and departments responding on behalf of Bernalillo County.
Assist with maintenance of CAD, Vesta, NCIC terminals, and related platforms, coordinating with vendors as needed.
Serve as a backup Emergency Communications Operator when operationally necessary.
Oversee and process audio recordings of calls and radio traffic, and serve as Custodian of Records for CAD, IPRA, and audio requests.
Prepare required reports, including monthly summaries and incident documentation.
Administer discipline in accordance with collective bargaining agreements and County policy.