Supervisor, Operations Support

Supervisor, 911 Operations Support

Employment Type:

0 - Full-time Regular

Pay Range: $82,152.00 - $

Location:

Castle Rock, CO

Elected Office / Department: SHERIFF

Job Number: req
3318

Closing Date: 9/11/2026

The Supervisor of 911 Operations Support is a key leadership position responsible for directing the Communications Center's training program, quality assurance/quality improvement (QA/QI) initiatives, accreditation compliance, continuing education, scheduling, and special operational projects. Classified as essential personnel, this position may be called in to assist with supervisory dispatch staffing, respond to Incident Dispatch Vehicle callouts, or provide operational support during large-scale emergency incidents.

This position ensures new hires receive comprehensive onboarding, current staff maintain mandatory certifications and competencies, and the center continuously meets all applicable accreditation standards. Working in close collaboration with the Communications Manager, Operations Supervisors, Communications Training Officers (CTOs), and partner agencies, the Operations Support Supervisor drives operational excellence, consistency, and ongoing organizational growth.

Supervision Exercised:
This position directly supervises new dispatch employees to include assigning, directing, developing, and evaluating performance. Oversees the Communications Training Officer (CTO) program, indirectly supervising the CTOs, while in the capacity of training.

Supervision Received:
This position reports directly to the Communications Manager

Schedule:

40 hours work week Includes mandatory on-call shifts and mandatory overtime

Salary & Benefits:

While the full salary range for the Supervisor of 911 Operations Support is $82,152 - $123,228 annually, generally the hiring range is $82,152 - $102,690 annually. Qualifications, education and experience as it relates to the position will be taken into consideration when determining hiring salary. Douglas County offers an excellent comprehensive benefit package including but not limited to:
Medical/Dental/Vision. For a more detailed overview please view the full benefit guide.

Essential Duties and Responsibilities:

(The following examples are illustrative only, and are not intended to be exhaustive):

• Coordinates and oversees program activities relating to new dispatcher training and the CTO program. Assists in selecting, training, motivating, and evaluating CTOs and other trainers/instructors. Establishes goals, objectives, and priorities for program and participants.
• Collaborates with and oversees CTOs in the review, development, implementation, and maintenance of dispatcher training standards and materials, including creation and updating of new hire courses and materials; CTO manuals;
  Daily Observation Reports (DOR) formats, benchmarks, and standard evaluation guidelines.
• Facilitates and coordinates dispatcher orientation, academies, and training. Coordinates CTO schedules for trainee assignment.
• Review daily observation reports for trainees and provides necessary counsel, recommendations, and suggestions, as needed.
• Works as part of the leadership team to recommend, develop, review, update, and implement policies, procedures, operating guidelines, technology, and staffing that are current, applicable and sustainable.
• Looks for trends or patterns in trainee progress to recommend and implement adjustments to the training program for individual trainees, including remedial training plans and/or expedited training processes.
• Responsible to keep all records and documentation on trainees until released from the training program.
• Oversees the continuing education and in-service training of all dispatch personnel.
• Identifies training needs, coordinates, and implements training based on required certifications, QA/QI results, new or updated policies and procedures, and new industry trends and technologies.
• Develops, oversees, and plans all aspects of the new hire communications academies.
• Establishes training goals and objectives with Communications Manager, making recommendations on training topics, speakers, and other related items.
• Maintains and updates dispatch training files.
• Coo…