E911 SUPERVISOR

Fulton County, GA; Atlanta (GA); On-site; USD 52,000 - 64,000; Full time

Job summary

Fulton County is seeking a supervisor for its Emergency Services (E911) Department. You will oversee Communications Officers, schedule shifts, and ensure timely dispatch. The role requires GCIC/NCIC, EMD, CPR, and NIMS credentials, plus APCO-related trainings within specified timelines.

You will lead training initiatives, monitor performance, and ensure regulatory compliance across dispatch operations, supporting a critical public safety function in Fulton County.

Qualifications

• Must meet minimum education and experience requirements for E911 supervision.
• Active certifications listed above must be attained within specified timeframes.
• Experience with GCIC/NCIC and APCO standards is required.

Responsibilities

• Supervises staff and schedule assignments; conducts roll calls and reviews daily reports.
• Coordinates online training and EMD/CDE programs for staff.
• Ensures compliance with FCC, GCIC/NCIC and other regulatory requirements.
• To support emergency dispatch operations, mentors personnel and manages performance.

Skills

Emergency Dispatch

Supervisory Experience

Public Safety Dispatch

Education

Georgia POST Certification

GCIC/NCIC Certification

EMD Certification

CPR Certification

NIMS Training

APCO Supervisor Training

APCO RPL

Tools

GCIC/NCIC System

CritiCall Testing

Job description

UNCLASSIFIED POSITION IN THE EMERGENCY SERVICES (E911) DEPARTMENT

STARTING SALARY FOR THIS POSITION IS $57,795.00

Minimum Qualifications:

High School Diploma or GED required to include four (4) years of Public Safety Emergency Dispatch experience to include one (1) year of supervisory experience; or three (3) years of experience working as a E911 Communications Officer and released from all radio disciplines (Fulton County Government Emergency Services current or former employees only) to include one (1) year of supervisory experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Experience credit will be granted for each active certification the applicant possesses from the list below.

Specific License or Certification Required:

Must possess and maintain Georgia Peace Officer Standards and Training (POST) Certification (3). The following Certification MUST be attained within a year of employment and maintained during employment: Georgia Crime Information Center (GCIC)/National Crime Information Center (NCIC) Certification) (1), Emergency Medical Dispatch (EMD) Certification (1), Cardiopulmonary Resuscitation (CPR) Certification (1) and National Incident Management System (NIMS) courses (1). Employees of this classification must also complete the Association of Public-Safety Communications Officials (APCO) Communications Center Supervisor within six months of promotion (1), and the (APCO) Registered Public-Safety Leader (RPL) (3) must also be completed within two years of promotion/employment.

Specific Knowledge, Skills, or Abilities

Must be able to demonstrate proficiency in the performance of the essential functions and learn, comprehend, and apply all County or departmental policies, practices, and procedures necessary to function effectively in the position.

Veterans’ Preference:

Qualifying veterans will be given preference in the form of a guaranteed invitation to interview for any position to which they applied and have been found to have met the minimum qualifications. Veterans’ preference provides for hiring preference on initial appointment only. To see the full Fulton County Veterans’ Preference Policy and Procedure, please click here.

All applicants must agree to and successfully pass a background investigation, skills assessment, psychological evaluation, physical/drug screening, and polygraph to be considered for employment with the Fulton County Department of Emergency Services.

Must be at least eight-teen (18) years of age. Must conform to the following qualifications as required by the Georgia Peace Officer Standards and Training Act: Be a citizen of the United States; Have a high school diploma or its recognized equivalent (G.E.D.);

Skills Testing Information

During the interview process, candidates will be scheduled by the E911 Administrative Team to take the CritiCall, 911 dispatch test and data entry proficiency assessment(s). CritiCall is a computerized pre-employment test used to measure a person's underlying skills and abilities prior to any training they receive if they are hired as a public safety dispatcher or call taker. If you would like to learn more about the CritiCall test or review the available testing resources, you can visit the applicant resource page at https://criticall911.com/dispatcher-testing/applicants.

EXAMINATION:

The examination will consist of an evaluation of education and experience, accomplished by analysis of the application. Application must document that the applicant possesses the minimum knowledge, skills, education and experience as listed to be rated as qualified. If selected, an official, accredited college transcript is required, at time of employment, for all degrees/course work used to qualify for this position.

All applications must be completed in full before they are submitted. Please review all applications for accuracy and make all corrections before submittal because errors can result in not meeting the minimum qualifications. Additional information will not be accepted after applications are received by the Personnel Department.

Purpose of Classification:

The purpose of this classification is to supervise staff and schedule assignments for an assigned shift within the Fulton County Department of Emergency Services. Responsibilities include reporting on operators' activities and coordinating supervising the online training of employees. This classification is distinguished from E911 Supervisor Senior in that this class supervises and schedules assignments for Communications Officers and maintains paperwork of communications operations, whereas the latter supervises the daily activities and operations of an assigned shift.

Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Supervises staff and schedule assignments; conducts roll call; runs/reviews daily reports; monitors calls for compliance with policies and procedures; coordinates and evaluates timely receipt, dispatch, and completion of emergency aid requests; processes complaints or issues commendations (Star Card); coaches/counsels staff; assists employees when officers are in pursuit; notifies Field Supervisors as necessary; adheres to rules and regulations governing FCC; and ensures security guidelines are met pertaining to the Georgia Crime Information Center (GCIC)/National Crime Information Center (NCIC).

Supervises, develops employee work schedules to ensure adequate coverage and control; establishes workloads and prioritizes work assignments; compiles and reviews timesheets; approves leave; approves/processes employee concerns and problems and counsels or recommends discipline as appropriate; assists with or completes employee performance appraisals; directs work; and trains staff in operations, policies, and procedures.

Assists, recommends, and coordinates required certification/recertification training for staff on an assigned shift as needed.

Coordinates and supervises online training of employees; Conducts Emergency Medical Dispatch (EMD) training and Continuing Dispatch Education (CDE) program development for the department; Provides orientation and training to EMD personnel; Collects, distributes, and files all EMD personnel-related findings and recommendations; Coordinates and facilitates EMD certification training processes, including written and practical examinations, in cooperation with the National Academy of Emergency Medical Dispatch (NAEMD), Oversees Emergency Medical Dispatch (EMD) projects to meet Emergency Medical Services (EMS), NAEMD, and departmental data needs and standards; Serves on committees as required and represents the department on regional issues, including follow-up on EMS/EMD feedback reports;

Conducts daily quality assurance case evaluation of a random selection of 10% of all EMS calls types for review and measurement of protocol compliance and provides feedback to E911 Emergency Services Manager, supervisors, and staff.

Prepares schedules: utilizes CAD System for notifications; completes notification check-off lists; makes calls to on-call personnel; sends notifications to community and employees through CodeRED Alert system; and makes recommendations for schedule adjustments during staff shortages.

Completes Daily Observation Reports on newly hired employees to track progress; prepares daily activity reports; completes quarterly reports for appraisals, bias-based profile reports, monthly stats for Manager's Reports, and daily case numbers; and retrieves information for Police and Sheriff/Marshal's Departments for CALEA.

Assists staff with emergency/non-emergency and high priority calls as needed: investigates citizens' complaints and makes recommendations for resolution; dispatches Field Units and Field Supervisors to various locations; executes Field Units' requests such as wrecker service, callbacks, taxi service, etc.; and provides requested information referencing GCIC/NCIC. Ensures that security requirements of state and federal regulations are met in accessing/releasing criminal and driver’s histories. Assists in the collection and storage of emergency communications dispatch records.

Maintains a current, comprehensive knowledge and awareness of applicable laws, regulations, principles and practices relating to provision of 911 communications services; reads professional literature; maintains professional affiliations; maintains required certifications; attends meetings including those on behalf of the E911 Supervisor Senior to make necessary immediate decisions or recommendations to management, workshops, hearings, and training sessions as required.

Additional Functions:

Performs the duties of the Communications Officer and functions as an assistant to the E911 Supervisor Senior as required.

Performs other related duties as required.

For Applicants With Prior Military Service:

• Leadership Under Pressure: Directs personnel and makes timely decisions in high-pressure, emergency situations while maintaining focus, accuracy, and service continuity.
• Operational Planning & Execution: Coordinates daily operations, staffing, call-handling activities, and emergency response procedures to ensure efficient and uninterrupted service.
• Adaptability & Rapid Problem Solving: Quickly assesses changing emergency conditions, resolves operational issues, and adjusts resources and priorities as circumstances evolve.
• Team Cohesion & Communication: Provides clear direction, coordinates with dispatchers, emergency responders, and other stakeholders, and promotes effective teamwork.
• Safety & Risk Awareness, Technical & Equipment Proficiency: Monitors emergency communications and operational activities to identify risks, follow established protocols, and support the safety of responders and the public.

Performance Aptitudes:

Data Utilization:

Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.

Human Interaction:

Requires the ability to work with and apply principles of persuasion and/or influence over others to coordinate programs or activities of a project, and resolve typical problems associated with the responsibilities of the job.

Equipment, Machinery, Tools, and Materials Utilization:

Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Verbal Aptitude:

Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.

Mathematical Aptitude:

Requires the ability to perform addition, subtraction, multiplication, and division. This may include counting, recording counts, and basic measuring.

Functional Reasoning:

Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.

Situational Reasoning:

Requires the ability to exercise judgment, decisiveness, and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.

ADA Compliance:

Physical Ability:

Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation. Sedentary work involves sitting most of the time.

Sensory Requirements:

Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. Some tasks require the ability to communicate orally.

Environmental Factors:

Essential functions are regularly performed without exposure to adverse environmental conditions.

It is the policy of Fulton County that there will be equal opportunity for every citizen, employee and applicant, based upon merit without regard to race, color, religion, national origin, gender, age, genetics, disability or sexual orientation.