Shift supervisor, Customer Service​/HelpDesk

The starting rate for this position will be determined based on experience.

The 911 Shift Supervisor is a responsible supervisory position charged with general oversight of the operations of their assigned shift which provides emergency communications services for York County.

The Shift Supervisor reviews work for accuracy, effectiveness, and speed of service as it is deemed necessary. They will be responsible to ensure that dispatchers and call takers are accurate, timely and efficient in their daily work productivity by means of both firsthand observation as well as reviewing incident reports and inquiries submitted by the dispatchers and the public.

The Shift Supervisor is expected to act at the highest standard with the duty to oversee and enforce Departmental Policies and Procedures as needed or directed.

This position will report directly to the Operations Manager of the assigned shift.

Located in south-central Pennsylvania, York County Government offers many exciting and challenging opportunities to learn and grow in a career while making a difference in the lives of York County residents. Each County department meets a unique need in the community and provides an opportunity for both professional growth and personal satisfaction. York County offers a competitive wage and benefit package.

• Coordinates and supervises the activities of the 911 Communications Center during an assigned shift to ensure a timely response to calls for service by field units.
• Performs the duties of a 911 Dispatcher when necessary, including relieving for breaks, covering operational needs, and assisting with higher than average 911 call volume.
• Prepares required reports and summaries of Communications Center activities.
• Evaluates employee performance and makes appropriate training recommendations.
• Assists in training staff including new employees.
• Investigates complaints and recommends appropriate action.
• Assists with scheduling, including handling unplanned absences.
• Assists with developing and implementing policy.
• Regularly monitors police, fire and EMS radios for accuracy and proper communication.
• Review dispatch operations and make recommendations for operational improvement.
• Handle routine media requests.
• Identifies and reports urgent and non-urgent technical issues.
• Identifies and makes notifications for major incidents.
• Complete training and continuing education assignments as assigned.
• Maintains situational awareness of Communications Center call volume and dispatch activities; implements additional dispatches, notifications, and emergency conditions as needed.
• Conduct monthly staff meetings as requested.
• Performs other related duties as assigned.

• Must possess a high school diploma or GED equivalent.
• Three (3) years’ work experience in a 911-dispatch agency that fields 911 calls and/or dispatches for police, fire and EMS, preferably in a supervisory capacity or related work in the field of public safety communications as it relates to junior staff development.
  
  A combination of education and experience, which indicates knowledge, skills and abilities and is listed below.
• Knowledge of 911 Center Operations including Call Taking, Law Enforcement Dispatch, and Fire/EMS Dispatch.
• Knowledge of the use of 911 computer aided dispatch systems, call handling equipment, 911 radios, paging processes, and any other equipment required in a modern public safety communications center.
• Any candidate not certified by York County 911 as a Call Taker, Police Dispatcher, and Fire/EMS Dispatcher must obtain those certifications within one year.
• Must maintain proficiency as a York County Call Taker, Police Dispatcher, and Fire/EMS Dispatcher after being certified.
• Ability to speak clearly and concisely; think clearly and act quickly in emergencies.
• Ability to work rotating shifts.
• Ability to establish and maintain effective working relationships with fellow employees, supervisors, other co-workers, and the public.
• Ability to lead a work group to achieve the goals and objectives of the York County 911 Communications Center.
• Ability to exercise independent judgment in evaluating, prioritizing, and acting upon emergency and routine requests and the ability to handle several situations simultaneously.
• Ability to maintain composure under stressful situations.

Please contact the Human Resources Department at  with questions.