Emergency Communications Shift Supervisor

Bernalillo County•Albuquerque, NM

4d•Onsite

About The Position

The Emergency Communications Shift Supervisor oversees daily call intake and dispatch operations, ensuring timely and accurate dispatch of emergency and non-emergency services. The supervisor manages staffing, channel assignments, and compliance with policies and public safety communication protocols. The role includes supervising and evaluating staff, managing complaints and records requests, and supporting system operations and agency services. The supervisor oversees assigned-shift operations and personnel, including scheduling, briefings, payroll, overtime, training, performance evaluations, and corrective action. The position coordinates with field supervisors, investigative personnel, news agencies, and other agencies as appropriate. It also oversees use and dissemination of communications and records data, maintains CAD records and system integrity, processes audio recordings and records requests, prepares reports, supports after-hours services, and serves as a backup Emergency Communications Operator when needed. Work takes place in a 24/7 dispatch center with irregular hours and rotating shifts. The position requires working additional hours when needed and maintaining regular attendance. The work is indoors in a temperature-controlled, secure environment, at a workstation in confined spaces, with exposure to moderate noise, visual monitors, and fast-paced stressful conditions. Work is primarily independent with limited supervision.

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.
Must complete required supervisor training, if applicable.
Must pass the department-administered testing process with a score of 85% or higher.
Must pass the County-authorized typing test at 40 WPM.
Must not have a felony conviction.
Must not have a DWI conviction within the past three years.
Must be able to work shift work and additional hours and maintain regular attendance.
Must successfully complete, within one year of hire, 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 specified County officials and Human Resources.
Must obtain and maintain New Mexico State Public Safety Telecommunicator Certification within one year of hire.
Must obtain and maintain New Mexico State NCIC certification at the full-access Terminal Operation Level within one month of hire.
Must obtain and maintain New Mexico State Emergency Medical Dispatch certification within one year of hire.
Must obtain National Emergency Fire Dispatch certification within one year of hire.
Must have valid and current American Heart Association CPR certification.
Must successfully complete a post-offer employment medical examination and background investigation.
Must adhere to all County safety guidelines.
Must successfully complete FEMA IS-100, IS-700, IS-200, and IS-800.
Must possess a valid New Mexico driver’s license by the date of hire and maintain a valid license while employed.
Any equivalent combination of related education and/or experience may be considered.

Responsibilities

Supervises Emergency Communications Operators and manages daily operations of the assigned shift.
Conducts shift briefings and ensures smooth transitions between outgoing and incoming personnel.
Develops staff schedules, authorizes overtime, and maintains payroll records.
Monitors dispatch activities to ensure timely and accurate responses to calls for service.
Evaluates training effectiveness and oversees the performance of trainers and trainees.
Conducts probationary and bi-annual performance evaluations.
Addresses and documents complaints, incidents, and performance concerns, and administers corrective action when necessary.
Liaises with field supervisors regarding incidents and dispatch outcomes.
Communicates with news agencies during significant events as appropriate.
Coordinates investigative personnel callouts and relays critical scene information.
Oversees use and dissemination of data from CAD, NCIC, NMCIC, NLETS, NMLETS, WITS, and DMV records, ensuring confidentiality and proper access.
Maintains and updates CAD records and ensures system integrity.
Supports after-hours services for agencies and departments responding on behalf of Bernalillo County.
Assists with system maintenance for CAD, Vesta, NCIC terminals, and related platforms, coordinating with vendors as needed.
Serves as a backup Emergency Communications Operator when operationally necessary.
Oversees and processes audio recordings of calls and radio traffic, and acts as Custodian of Records for CAD, IPRA, and audio requests.
Prepares required reports, including monthly summaries and incident documentation.
Administers discipline in accordance with collective bargaining agreements and County policy.