Emergency Communications Supervisor

SUMMARY The Emergency Communications Supervisor is responsible for supervising, coordinating, and evaluating personnel engaged in emergency and non-emergency call-taking and dispatch operations within the Montgomery County Emergency Communications Center. This position provides leadership and operational oversight to ensure the efficient delivery of emergency communications services while promoting the Department's core values of integrity, professionalism, respect, accountability, and customer service. The Emergency Communications Supervisor ensures compliance with established 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, and professional work environment. This position serves as a working supervisor and may perform call-taking, dispatching, and emergency communications functions during periods of increased workload, critical incidents, or staffing shortages. ## ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Supervises, assigns, trains, mentors, coaches, and evaluates Emergency Communications personnel engaged in call-taking, dispatching, and public safety communications functions. 2. Provides guidance and interpretation of policies, procedures, operational directives, and applicable laws and regulations. 3. Addresses personnel concerns, attendance issues, performance deficiencies, and workplace conduct matters; prepares documentation and may recommend corrective or disciplinary action. 4. Monitors staffing levels and operational readiness; adjust assignments and resources to maintain effective service delivery. 5. Maintains a professional work environment that promotes teamwork, accountability, customer service, and positive employee morale. 6. Establishes and maintains effective working relationships with employees, public safety agencies, department leadership, technical support personnel, vendors, and the public. 7. Monitors communications center operations to ensure compliance with quality assurance standards, operational procedures, and regulatory requirements. 8. Assists in the development, implementation, and revision of policies, procedures, work methods, and operational initiatives. 9. Monitors communications systems and equipment performance and coordinates notifications and responses to system issues as appropriate. 10. Maintains the security and safety of the Operations Center and identifies, documents, and reports workplace hazards and safety concerns. 11. Inspects and reports on the need for maintenance, repair, or replacement of communications equipment, facilities, furnishings, and operational resources. 12. Prepares, reviews, and maintains reports, records, logs, evaluations, and other documentation required by Department policies and applicable laws. 13. Prepares and delivers written reports, operational briefings, presentations, and recommendations. 14. Performs emergency and non-emergency call-taking and dispatch functions as required to support operational needs. 15. Operates emergency notification, warning, and public safety communications systems. 16. Responds to major incidents, critical events, emergency operations, and continuity-of-operations activities as assigned. 17. Maintains confidentiality of sensitive information and criminal justice data in accordance with applicable laws, regulations, and policies. 18. Performs all other duties assigned within the scope and range of job responsibilities. ## QUALIFICATION REQUIREMENTS Education and Credentials 1. Associate degree in Public Safety Communications, Emergency Management, Public Administration, Business Administration, Criminal Justice, Fire Services, Management, or a related field preferred. 2. Bachelor's degree in public safety communications, Emergency Management, Public Administration, Business Administratio , Criminal Justice, Fire Services, Management, or another related field preferred. An equivalent combination of education and experience may be substituted. 3. Must possess, or obtain within six (6) months of appointment: 4. APCO Public Safety Telecommunicator Certification 5. APCO Emergency Medical Dispatcher Certification 6. APCO Communications Center Supervisor Certification 7. PEMA Telecommunicator Certification 8. Must possess, or obtain within eighteen (18) months of appointment: 9. NENA Emergency Number Professional (ENP) Certification 10. PEMA County Associate Certification 11. Must be able to obtain and maintain all certifications required by Montgomery County, the Commonwealth of Pennsylvania, and applicable regulatory agencies. 12. No criminal convictions that would prohibit access to criminal justice systems or prevent the satisfactory performance of job duties. Experience and Skills Minimum of five (5) years of progressively responsible experience in public safety communications, emergency dispatching, or a closely related field. Previous supervisory, lead worker, training, or acting supervisory experience preferred. 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 effectively manage multiple tasks and pri