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Job Specification Details

PSAP Emergency Communications Dispatcher Supervisor

Job Code 914100
Pay Plan Classified
Pay Grade 25
Occupational Category Protective Services
Effective Date 07/23/2017
Class Definition

Supervisory and telecommunications work as the shift supervisor of a Public Safety Answering Point (PSAP)- Dispatch Center in the Department of Public Safety. Responsibilities include maintaining minimum staff coverage throughout the shift, directing assigned staff in the receipt and transfer of incoming E-911 calls and emergency calls, personally dispatching calls, and overseeing the maintenance of specialized equipment. Incumbents may be assigned to work rotating shifts. Work is performed under the general oversight of an administrative superior.

Examples of Work

Supervises the employees of a PSAP-Department of Public Safety Dispatch Center that receives emergency calls for services, interviews callers to determine that nature and location of emergency, and provides initial service then transfers the voice or data to another agency for dispatch as appropriate. Incumbents are responsible for the staffing of assigned shifts, overseeing the training of subordinate personnel including the maintenance of appropriate training records, evaluating employee performance, and the daily supervision of an assigned shift. Resolves operational conflicts between PSAP and Department of Public Safety personnel, service providers, and the public at the field level. Researches incidents and prepares reports. Prepares reports and summaries of shift activities. May be required to arrange for the repair or routine maintenance of PSAP communication and computer equipment. Incumbents must be able to operate specialized PSAP equipment, including TTY devices that allow typewritten communications with callers. Incumbents must be able to perform all the functions of staff that report to them. Performs related duties as required.

Environmental Factors

Work is performed in a communication center that receives emergency calls from citizens across the entire state. A high volume of calls can be expected during weather and other large-scale emergencies, and an incumbent must be able to work calmly under stress. Rotating shift work may be required. Incumbents are required to report to work in all weather conditions. This is a front line position for the Department of Public Safety. It is a demanding position and based on the needs of the department, mandatory overtime may be necessary.

Knowledge, Skills and Abilities

Must demonstrate typing proficiency.

Knowledge of modern office practices, procedures, and equipment.

Knowledge of enhanced 911 law, standards, rules, policies, and procedures.

Knowledge of the Department of Public Safety Dispatch Center's policies, procedures, rules, and regulations.

Knowledge of English grammar, usage, and spelling.

Knowledge of the purpose, function, and capability of each class of emergency service.

Knowledge of basic principles of supervision.

Knowledge of basic principles of training.

Ability to maintain composure and make appropriate decisions when reacting to variety of situations that may endanger persons or property.

Ability to use PSAP and Department of Public Safety Dispatch Center equipment.

Ability to communicate with people by using TTY equipment.

Ability to apply telephone interviewing techniques.

Ability to determine priorities among simultaneous requests and messages.

Ability to quickly and accurately obtain appropriate information.

Ability to communicate medical emergency pre-arrival instructions.

Ability to perform duties with a minimum of supervision.

Ability to remember details.

Ability to follow oral and written instructions.

Ability to establish and maintain effective working relationships.

Ability to make legible, complete, and accurate entries and ALI Discrepancy Forms and Emergency Trouble Reports.

Minimum Qualifications

High School diploma or equivalent AND EITHER three (3) years or more as an emergency service dispatcher OR two (2) years or more of experience as an E-911 Call Taker or emergency service dispatcher including or supplemented by one (1) year or more of experience in supervision.


One year or more of college coursework AND EITHER two (2) years or more as an emergency service dispatcher OR one (1) year or more of experience as an E-911 Call Taker or emergency service dispatcher including or supplemented by one (1) year or more of experience in supervision.

Preference will be given to candidates with an associate's degree and previous supervisory experience.

Note: Certification by the E-911 Board as a Telecommunicator and satisfactory completion of the Emergency Communications Dispatcher training is required within 6 months of entry into the job.

Note: Successful applicants may be required to complete 32 hours of approved supervisor training within the first year of employment.

Note: All candidates must pass a security clearance conducted by the Department of Public Safety including a motor vehicle and criminal background check. Applicants' fingerprints will be taken and submitted for examination to confirm identity.

Preferred Qualifications
Special Requirements

Performance requirement for applicants who are not currently employed as an ECD I or ECD II: Applicants must pass a Department of Public Safety administered computer based "CritiCall" test, which assesses computer and other job related skills.