Regional Emergency Communications Supervisor (Shift Commander)

Metacomet Emergency Communications Center • Norfolk, MA

1d • Onsite

About The Position

The Metacomet Emergency Communications Center (MECC) is a regional 911 district seeking an experienced public safety communications professional to join our team as a Shift Commander. This position offers the opportunity to lead daily operations, support fellow telecommunicators, and make a direct difference in the emergency services our communities receive. Shift Commanders are MECC’s operational supervisors, working on the communications floor alongside the employees they lead. Reporting to the Operations Section Chief, you will oversee police, fire, and EMS call-taking and dispatch operations while remaining ready to perform all Public Safety Telecommunicator duties across each discipline. We’re looking for someone who leads by example, communicates clearly, exercises sound judgment under pressure, and helps others succeed.

Requirements

• A Bachelor’s degree in Public Safety Communications or a related public safety field; or five years of experience as a public safety dispatcher; or an equivalent combination demonstrating the knowledge, skills, and ability to perform the position’s duties.
• The ability to work independently, take appropriate initiative, and make sound decisions.
• Strong verbal and written communication skills for supervision, training, and reporting.
• A collaborative approach to leadership, with the ability to provide clear direction, address concerns professionally, and hold staff accountable.
• The ability to perform all Public Safety Telecommunicator duties across police, fire, and EMS disciplines.
• Must hold or obtain APCO Communications Center Supervisor (CCS) certification within a timeframe established by MECC following hire.
• Must hold or obtain APCO Communications Training Officer (CTO) certification.
• Demonstrate proficiency in the core competencies for public safety communications supervisors identified in MECC’s job description.

Nice To Haves

• Shift Commanders must meet and maintain all training and certification requirements established by MECC and applicable Massachusetts State 911 Department standards.
• Complete additional training as required.

Responsibilities

• Supervise Public Safety Telecommunicators during assigned shifts, ensuring effective and coordinated call-taking and dispatch services.
• Answer calls and perform police, fire, and EMS dispatch duties as needed.
• Provide direction, coaching, and support to staff during routine operations and challenging incidents.
• Monitor radio transmissions and telephone conversations for quality, accuracy, and compliance with established procedures.
• Apply and enforce MECC policies and applicable police and fire department procedures consistently.
• Investigate complaints and resolve operational problems and concerns.
• Ensure the proper operation of communications equipment and maintain the security of the center.
• Complete supervisory documentation, reporting, and other assigned duties.

Benefits

• Hourly pay of $35.91–$38.10.
• $9,000 in retention incentives over five years: $1,000 at one year, $3,000 at three years, and $5,000 at five years.
• Health insurance.
• Retirement benefits.
• Paid time off.
• Opportunities for professional development.
• Compensated overtime as needed.
• An active leadership role supporting staff and the communities we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager