Dispatch Supervisor

Individuals in this position supervise and direct subordinate staff. Tasks include assigning and delegating work projects, scheduling employees to ensure proper staffing levels are maintained, and ensuring that standards of service are maintained in accordance with national standards and the mission and vision of the Summit County 911 Center. Supervisors are responsible for performance management, including work performance, coaching, mentoring, and implementing corrective action for performance and conduct issues.

Supervisors perform the duties of a 911 dispatcher as required.

• General supervision of assigned employees and daily oversight of dispatchers on duty during the supervisor’s shift.
• Participation in hiring and training of dispatchers.
• Makes disciplinary decisions, initiates disciplinary actions, and evaluates performance of dispatchers in accordance with organizational standards and objectives.
• Handles scheduling and staffing issues caused by illness, vacation, and training.
• Performs all tasks associated with the Telecommunicator position.
• Performs other related tasks and duties as assigned.

• Oversees one or more of the following areas for the 911 center:
  Operations, Training, Recruitment, or Quality Assurance.
• Provides day-to-day oversight, execution, and quality assurance in that area, as well as ongoing improvement.
• Supervises dispatch personnel and plans work assignments, sets priorities, and directs the work of all subordinates to ensure organizational service expectations are achieved.
• Evaluates shift operations through personal observation of dispatchers and recommends improvements or modifications to work practices and employee performance.
• Evaluates and verifies employee performance through the review of completed work assignments and work techniques.
• Reviews and interprets goals and objectives of the work area to resolve problems, make recommendations for changes to policies and procedures, and assure adequacy of work performance.
• Reviews Police/Fire/EMS calls for compliance with protocols.
• Follows up and resolves concerns or complaints about operational policies and procedures from agencies or the public.
• Works with Dispatch Leads to identify potential issues and improvements, including analyzing data and patterns.
• Identifies changes and improvements to Standard Operating Procedures and works with Deputy Director and agency personnel to finalize and implement those changes.
• Directly oversees and supports Incident Response / Emergency Management support operations for the dispatch center, participates in after‑action reviews, and implements needed improvements within the center.

• Works proactively with staff to resolve performance or personnel issues at the lowest level.
• Investigates and resolves complaints about individual dispatchers from user agencies and the public.
• Identifies issues and implements basic corrective actions including coaching and counseling sessions, and discusses the need for further corrective action with the Director / Deputy Director and/or Human Resources.
• Documents and works to improve performance of assigned employees through the development and use of performance plans, call reviews, and personnel performance log entries.

• Stays generally aware of employee actions and behaviors for signs of stress, coping, and emotional well‑being, especially after high‑stress or major incidents.
• Provides peer support or ensures appropriate resources are engaged for support.
• Responsible for support functions related to operations of the communications center including shift schedules, replacement coverage, health and safety issues.
• Provides direction and answers regarding all types of technical and operational questions and concerns.
• Serves as a resource for employees on policies and procedures in unusual or questionable situations.
• Acts as the first point of contact for technology and equipment malfunctions within the Communications Center.
• Reviews and evaluates the problem or malfunction and determines the best course of action to bring resolution to the problem, which may involve direct action through trouble‑shouting the problem or notifying the correct on‑call or…