Emergency Communications Supervisor

Montgomery County•Eagleville, PA

About The Position

The Emergency Communications Supervisor supervises, coordinates, and evaluates personnel engaged in emergency and non-emergency call-taking and dispatch operations within the Montgomery County Emergency Communications Center. The role provides leadership and operational oversight to support efficient emergency communications services while promoting the Department’s values of integrity, professionalism, respect, accountability, and customer service. The supervisor ensures compliance with policies, procedures, regulatory requirements, and operational standards; supports employee development and performance management; assists with operational planning and problem resolution; and maintains a safe, secure, professional work environment. This is a working-supervisor position that may perform call-taking, dispatching, and other emergency communications functions during increased workload, critical incidents, or staffing shortages. The position supervises and develops Emergency Communications personnel, monitors staffing and operational readiness, supports quality assurance and policy development, and coordinates responses to communications-system issues. It maintains operational records and reports, supports major incidents and continuity-of-operations activities, and protects sensitive information and criminal justice data. Work is primarily in a continuously staffed Emergency Communications Center and includes stressful emergency operations. Nights, weekends, holidays, and extended shifts may be required as operational needs dictate. The supervisor is essential personnel and must report during emergencies, disasters, and adverse weather conditions.

Requirements

Minimum of five years of progressively responsible experience in public safety communications, emergency dispatching, or a closely related field.
Must possess or obtain within six months of appointment APCO Public Safety Telecommunicator Certification, APCO Emergency Medical Dispatcher Certification, APCO Communications Center Supervisor Certification, and PEMA Telecommunicator Certification.
Must possess or obtain within eighteen months of appointment NENA Emergency Number Professional (ENP) Certification and PEMA County Associate Certification.
Must be able to obtain and maintain certifications required by Montgomery County, the Commonwealth of Pennsylvania, and applicable regulatory agencies.
Must have no criminal convictions that would prohibit access to criminal justice systems or prevent satisfactory performance of job duties.
Thorough knowledge of public safety communications operations, computer-aided dispatch systems, radio communications systems, telephony systems, and emergency communications technologies.
Knowledge of federal, state, and local laws, regulations, standards, and best practices applicable to emergency communications operations.
Ability to supervise, motivate, coach, and evaluate employees in a fast-paced operational environment.
Strong leadership, decision-making, organizational, conflict-resolution, and problem-solving skills.
Ability to manage multiple tasks and priorities simultaneously while maintaining accuracy and attention to detail.
Ability to exercise sound judgment during emergency and non-emergency situations.
Excellent verbal and written communication skills.
Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, Teams, and other business applications.
Ability to establish and maintain effective working relationships with employees, public safety partners, and the public.
Ability to work nights, weekends, holidays, and extended shifts as operational needs dictate, and to report during emergencies, disasters, and adverse weather conditions.
Ability to perform the physical and concentration demands described in the posting, including prolonged sitting, standing, and walking; repeated use of communications equipment; occasional lifting and moving of materials up to 25 pounds; and maintaining situational awareness and effective decision-making during extended high-workload, high-stress operations.

Nice To Haves

Associate degree in Public Safety Communications, Emergency Management, Public Administration, Business Administration, Criminal Justice, Fire Services, Management, or a related field.
Bachelor’s degree in public safety communications, Emergency Management, Public Administration, Business Administration, Criminal Justice, Fire Services, Management, or another related field.
Previous supervisory, lead worker, training, or acting supervisory experience.

Responsibilities

Supervise, assign, train, mentor, coach, and evaluate Emergency Communications personnel performing call-taking, dispatching, and public safety communications functions.
Provide guidance and interpret policies, procedures, operational directives, and applicable laws and regulations.
Address personnel concerns, attendance issues, performance deficiencies, and workplace conduct; prepare documentation and potentially recommend corrective or disciplinary action.
Monitor staffing levels and operational readiness, and adjust assignments and resources to maintain effective service delivery.
Promote teamwork, accountability, customer service, and positive employee morale in a professional work environment.
Establish and maintain effective working relationships with employees, public safety agencies, department leadership, technical support personnel, vendors, and the public.
Monitor communications center operations for compliance with quality assurance standards, operational procedures, and regulatory requirements.
Assist in developing, implementing, and revising policies, procedures, work methods, and operational initiatives.
Monitor communications systems and equipment performance and coordinate notifications and responses to system issues.
Maintain Operations Center security and safety, and identify, document, and report workplace hazards and safety concerns.
Inspect and report needs for maintenance, repair, or replacement of communications equipment, facilities, furnishings, and operational resources.
Prepare, review, and maintain reports, records, logs, evaluations, and other required documentation.
Prepare and deliver written reports, operational briefings, presentations, and recommendations.
Perform emergency and non-emergency call-taking and dispatch functions as operational needs require.
Operate emergency notification, warning, and public safety communications systems.
Respond to major incidents, critical events, emergency operations, and continuity-of-operations activities as assigned.
Maintain confidentiality of sensitive information and criminal justice data in accordance with applicable laws, regulations, and policies.
Perform other duties assigned within the scope and range of job responsibilities.