Communications Supervisor

Starting Hiring Range: $61,219 - $70,868, annually

Reporting to the Communications Manager, the Communications Supervisor oversees the shift operations of the Emergency Communications Center (ECC) to ensure effective, accurate, and timely delivery of emergency and non-emergency dispatching services. This position supervises personnel, resources, scheduling, training oversight, and operational efficiency in support of Police, Fire, EMS, and other public safety partners. The Supervisor may be assigned to any shift, including weekends and holidays, and is considered essential personnel.

• Directly supervises ECC shift operations to ensure adherence to policies, procedures, and federal/state regulations.
• Serves as on-duty shift supervisor and liaison between communications personnel and Police, Fire, and other public safety departments.
• Performs duties of Emergency Communications Officer as needed and may act in the role of Communications Manager when delegated.
• Prioritizes emergency and non-emergency calls for service and directs the deployment of public safety resources.
• Ensures minimum staffing levels are maintained; creates, maintains, and updates shift schedules.
• Monitors staff performance, provides coaching, corrective action, counseling, and disciplinary measures as needed.
• Conducts ongoing performance evaluations and annual reviews for assigned personnel.
• Provides and oversees initial and continuing training for communications staff; prepares and delivers instructional material.
• Investigates complaints, monitors radio and telephone activity, and conducts random call and radio audits to ensure protocol compliance.
• Assists with policy development, revisions, and implementation of ECC directives and operational guidelines.
• Maintains records, logs, personnel files, timekeeping, equipment inventories, and operational documentation.
• Processes requests for recordings, open records requests, and provides testimony as required.
• Coordinates with technology and support units to ensure equipment maintenance, upgrades, and operational readiness.
• Responds to higher-level incidents and events, briefing command staff as required.
• Ensures compliance with IAED protocols and quality assurance standards.
• Performs other duties as assigned.

High school diploma or G.E.D. required; some college coursework preferred.

Minimum of two (2) years of public safety dispatch experience with at least one (1) year as a certified training officer.

Preferred:
Four (4) years of public dispatch experience, including two (2) years or more as an Emergency Communications Supervisor.

• Demonstrated ability to perform effectively under pressure and correctly handle emergency situations following ECC procedures.
• Ability to plan, organize, and coordinate administrative assignments independently, requiring minimal oversight.
• Ability to provide strong leadership, supervisory, coaching, and conflict management skills.
• Ability to communicate professionally, clearly, and effectively in English, both verbally and in writing.
• Ability to establish and maintain effective working relationships.
• Advanced ability to interact with people in a professional and congenial manner.
• Ability to plan, organize, and coordinate administrative assignments with minimal oversight.
• Ability to regularly interact with others and exchange and receive of information, providing effective and tactful customer service, and work independently with a high level of discretion.
• A comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization.
• Ability to perform effectively under heavy pressure and correctly handle emergency situations.
• Advanced knowledge of city and departmental practices, procedures, and systems.
• Advanced knowledge and operational proficiency of dispatch equipment and software, including 911 phone and radio systems, voice logging systems, teletype and real-time text systems, CAD, paging and alarm software and monitoring, Texas and National Crime Information Centers, Microsoft Office, and other communications technologies.
• Ability to read and interpret safety rules, operating…