Dispatch Shift Supervisor - 911 Center

Northampton County; Nazareth (Northampton County); On-site; USD 50,000 - 70,000; Full time

Job summary

Northampton County seeks a Dispatch Shift Supervisor for its 911 Center to oversee telecommunicators on emergency calls. The role includes managing dispatch procedures, ensuring compliance with operational guidelines, and requires significant experience in public safety communication. The position demands excellent communication skills and the ability to handle stressful situations, with a commitment to providing essential public safety services, including training and supervision of staff.

Qualifications

• Completion of high school diploma required.
• Three years as a full-time telecommunicator or five years in another PSAP.
• Current certifications in EMD, PST, and NIMS required.

Responsibilities

• Supervise telecommunicators’ dispatch of emergency calls.
• Manage critical information from callers to dispatch appropriate units.
• Maintain daily records of calls and dispatch activity.

Skills

Effective communication skills

Active listening

Ability to cope with stress

Education

High school diploma or general equivalency

Tools

Computer Aided Dispatch (CAD)

Communication equipment

Job description

In order to be considered for this position, applicants must successfully submit a completed application prior to the posting deadline. Applications submitted with incomplete or missing education and/or work experience sections will be considered incomplete and will not be reviewed. These applicants will be disqualified from consideration. The attachment of a resume to the application does not fulfill this requirement and will not prevent incomplete applications from being rejected. Education and work experience fields must be completed, regardless of the presence of an attached resume.

Once the posting closes, all applications will be reviewed. The information provided on the application will be utilized to determine whether or not each applicant meets the Minimum Requirements for this position as noted in the Job Description. We encourage all applicants to provide a comprehensive, concise history of their education, certification, licensing, and employment history. Please read the Minimum Requirements thoroughly and then demonstrate that you meet these requirements on your application.

For questions regarding this posting, please contact Sherry Christman, Human Resources Analyst at [e-mail] or 610-829-6382.

Equal Employment Opportunities – It is the policy of Northampton County to provide equal employment opportunities (EEO) to all persons regardless of race, color, national origin, religion, sexual orientation, marital status, sex, gender identity, gender expression, age, genetic information, disability, or any other status protected by the Pennsylvania Human Relations Act, Title VII of the Civil Rights Act of 1964, the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA) and any other state, federal, or local law.

GENERAL PURPOSE
The Dispatch Shift Supervisor supervises Telecommunicators’ call-taking of 911 Emergency and Non-Emergency calls at the Northampton County Public Safety Answering Point (PSAP) on a rotating shift. Responsibilities include supervising Telecommunicators’ dispatching of calls to the appropriate discipline, i.e. police, fire, Emergency Medical Service (EMS), municipal via radio in compliance with Center Standard Operating Procedures (SOP’s). Operates Commonwealth Law Enforcement Assistance Network/National Crime Information Center (CLEAN/NCIC) system, as needed in the performance of duties.

The 911 Center is a 24/7/365 operation. An applicant eligible for this position MUST be available to work all shifts including nights, weekends, and holidays.

SUPERVISION RECEIVED
This position reports directly to the Operations Manager for 911.

SUPERVISION EXERCISED
This position supervises Telecommunicators.

ESSENTIAL DUTIES OF THE POSITION
Receives emergency and non-emergency telephone calls from the public, as well as public service providers, for public safety services. Accepts calls routed to the 911 Center via both current and future media methods such as, but not limited to, Text-to-911, Video, Text Telephone, or Telecommunications Device for the Deaf (TTY).

Effectively manages each call per established guidelines, policies, and training. Requests information from callers to gather critical information, such as personal information, location, and the nature of call. Records information, assesses the need for emergency services, determines appropriate response(s) required, and evaluates the relative priority of each response. Dispatches the appropriate response unit(s).

Provides and relays necessary information regarding emergency situations to those individuals requiring notification, including public safety officials and representatives.

Provides Emergency Medical Dispatch (EMD) – pre arrival instructions – to persons in need of immediate life-saving intervention, when appropriate.

Utilizes Computer Aided Dispatch (CAD), phone system, and Geolocation (GEO) tools to determine location and appropriate municipal protocols for response. Utilizes TTY transmission equipment for communication with the hearing impaired.

Maintains daily records of calls and dispatch activity.

Maintains the highest level of confidentiality.

Adapts to unique circumstances that are presented by callers and then applies learned skills and established guidelines in resolving situations.

Possesses the ability to cope with highly stressful situations regularly, with minimal supervision.

Works a rotating shift including nights, weekends, and holidays.

Responsible for the daily supervision of the Dispatch Floor operations and personnel.

Required to serve as a peer trainer at the discretion of management after the successful completion of the Association of Public-Safety Communications Officials (APCO) Certified Training Officer (CTO) course.

Operation of Statewide National Criminal Information Center (NCIC) and the Commonwealth Law Enforcement Assistance Network (CLEAN) system.

Troubleshoots software issues, performs maintenance, or replaces failed equipment as directed.

Performs emergency management duties as assigned, including Watch Officer and EOC staffing. Participates in non-emergency events as required.

Relieves Telecommunicator staff for appropriate breaks.

Performs all necessary support work associated with the position.

Participates in the Quality Assurance Program and assists in training and in-service programs.

*An employee assigned to this title shall perform a majority, but may not perform all, of the duties listed in this job description. Conversely, minor level duties performed on the job may not be listed. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

REQUIRED MINIMUM QUALIFICATIONS

EDUCATION AND EXPERIENCE – Completion of a high school, or general equivalency, diploma; AND

As a promotional position, applicant must be currently employed for a minimum of three (3) years as a full time Telecommunicator in the Northampton County 911 Center; OR

Five (5) years of full time experience in another Public Safety Answering Point (PSAP).

CERTIFICATION/LICENSE - Employees assigned to this title are required to possess and maintain a valid and current motor vehicle operator’s license with an acceptable driving record.

BACKGROUND INVESTIGATION – As a post offer, prerequisite for appointment, appointees will be required to complete a criminal history check. Failure to successfully pass the background investigation will be cause for the offer to be rescinded.

PSYCHOLOGICAL EXAMINATION - As a post offer, prerequisite for appointment, appointees will be required to take the TC Personality Test, administered by Human Resources.

URINE DRUG SCREEN - A post offer urine drug screen is a requirement for employment. Failure to successfully pass the urine drug screen will be cause for the offer to be rescinded.

HEARING TEST – A post offer hearing test for various frequency sensitive levels is a requirement for employment. Failure to successfully pass the hearing test will be cause for the offer to be rescinded.

MANDATORY TRAINING – All Dispatch Shift Supervisor candidates must be able to successfully complete and pass all trainings assigned by Human Resources, or those which are a requirement of County employment.

All Dispatch Shift Supervisor candidates must have current certifications in EMD, APCO, Public Safety Telecommunicator (PST), APCO Fire Service Communications (FSC), APCO Law Enforcement Communications (LEC), National Incident Management Systems (NIMS) 100, 200, 700, 800, NCIC/CLEAN training program, as well as other training programs and certifications as outlined by the Department of Emergency Management. All Dispatch Shift Supervisors must pass APCO Communication Center Supervisor training and all state required exams and maintain required certifications as necessary to continue employment. All mandatory training as outlined by the Department of Emergency Management Services must be completed as an essential function of the job.

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of office practices and procedures commonly employed in communication emergency management, and a public safety environment.

Knowledge of geography, highway, and street systems in boroughs and townships within the County of Northampton.

Effective communication skills, including active listening, clarity of speech, and verbal and written communication, as pertinent to public safety communications. Ability to speak clearly and distinctly over electronic media.

Effective computer skills and a level of proficiency necessary to perform data entry quickly and accurately from written, audible, or other sources.

Ability to maintain an effective and efficient workplace environment, in accordance with county policy and any other applicable legal requirements of a 911 communications center.

Ability to communicate effectively, both verbally and in writing.

Ability to establish effective working relationships with staff.

Ability to speak clearly and distinctly over electronic media.

Ability to operate a keyboard and mouse to access and input information.

Ability to learn specific operation, rules and procedures governing County radio, computer, alarm, and other systems.

Ability to learn specific computer aid dispatch software program and hardware.

Ability to identify and respond appropriately to emergency and stress situations.

Ability to supervise personnel.

Ability to process paperwork associated with standard office procedures.

Ability to read, write, speak, understand, and communicate in English to perform the duties of this position.

TOOLS AND EQUIPMENT
Telephone, computer aided dispatch tool (CAD) software and hardware, communication/radio equipment, fax machine, copy machine, computer keyboard and mouse, varied computer software office programs, State NCIC/CLEAN computer network, and other specialized programs and tools.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to walk, sit, talk, or hear. The employee is occasionally required to use hands to finger, handle or feel objects, tools or controls.

The employee must occasionally lift and/or move up to twenty-five (25) pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually quiet in the office setting, but may become moderate.

SELECTION GUIDELINES
Formal application, rating of education and experience, interview, and reference check as well as job related tests may be required.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.


FLSA STATUS: FLSA NON-EXEMPT (ELIGIBLE FOR OVERTIME)
DESIGNATION: CAREER SERVICE
PAY GRADE: RU/GR26S
UNION STATUS: AFSCME RESIDUAL UNIT

Updated June 2025