Emergency Communications Supervisor

Montgomery County, PA; Eagleville (PA); On-site; USD 80,000 - 110,000; Full time

Job summary

Montgomery County, PA is seeking an Emergency Communications Supervisor to lead and evaluate call-taking and dispatch operations in the Emergency Communications Center. The role ensures policy compliance, staff development, and safe, efficient service delivery while upholding department values of integrity, professionalism, respect, accountability, and customer service.

The position may perform call-taking and dispatch functions during high workload or staffing shortages, and requires

Qualifications

• Minimum of five (5) years in public safety communications or related field.
• Prior supervisory or lead worker experience preferred.
• Thorough knowledge of public safety communications operations, CAD, radio, telephony, and emergency technologies.
• Knowledge of applicable laws, regulations, standards, and best practices.

Responsibilities

• Supervise, train, coach, and evaluate Emergency Communications personnel.
• Ensure compliance with policies, procedures, and regulatory requirements.
• Monitor staffing levels and adjust resources to maintain service delivery.
• Maintain professional work environment and promote teamwork and customer service.
• Prepare and deliver reports and operational briefings.
• Perform call-taking and dispatch functions as needed.

Skills

Public safety comms

CAD systems

Radio systems

Telephony systems

Emergency tech

Leadership

Regulatory knowledge

Communication skills

MS Office

Education

AS in Public Safety Communications

BS in Public Safety/Administration

APCO Certifications

ENP Certification

PEMA Certifications

Tools

MS Office Suite

Job description

The Emergency Communications Supervisor is responsible for supervising, coordinating, and evaluating personnel engaged in emergency and non-emergency call-taking and dispatch operations within the Montgomery County Emergency Communications Center. This position provides leadership and operational oversight to ensure the efficient delivery of emergency communications services while promoting the Department's core values of integrity, professionalism, respect, accountability, and customer service.

The Emergency Communications Supervisor ensures compliance with established policies, procedures, regulatory requirements, and operational standards; supports employee development and performance management; assists with operational planning and problem resolution; and maintains a safe, secure, and professional work environment. This position serves as a working supervisor and may perform call-taking, dispatching, and emergency communications functions during periods of increased workload, critical incidents, or staffing shortages.

• Supervises, assigns, trains, mentors, coaches, and evaluates Emergency Communications personnel engaged in call-taking, dispatching, and public safety communications functions.
• Provides guidance and interpretation of policies, procedures, operational directives, and applicable laws and regulations.
• Addresses personnel concerns, attendance issues, performance deficiencies, and workplace conduct matters; prepares documentation and may recommend corrective or disciplinary action.
• Monitors staffing levels and operational readiness; adjust assignments and resources to maintain effective service delivery.
• Maintains a professional work environment that promotes teamwork, accountability, customer service, and positive employee morale.
• Establishes and maintains effective working relationships with employees, public safety agencies, department leadership, technical support personnel, vendors, and the public.
• Monitors communications center operations to ensure compliance with quality assurance standards, operational procedures, and regulatory requirements.
• Assists in the development, implementation, and revision of policies, procedures, work methods, and operational initiatives.
• Monitors communications systems and equipment performance and coordinates notifications and responses to system issues as appropriate.
• Maintains the security and safety of the Operations Center and identifies, documents, and reports workplace hazards and safety concerns.
• Inspects and reports on the need for maintenance, repair, or replacement of communications equipment, facilities, furnishings, and operational resources.
• Prepares, reviews, and maintains reports, records, logs, evaluations, and other documentation required by Department policies and applicable laws.
• Prepares and delivers written reports, operational briefings, presentations, and recommendations.
• Performs emergency and non-emergency call-taking and dispatch functions as required to support operational needs.
• Operates emergency notification, warning, and public safety communications systems.
• Responds to major incidents, critical events, emergency operations, and continuity-of-operations activities as assigned.
• Maintains confidentiality of sensitive information and criminal justice data in accordance with applicable laws, regulations, and policies.
• Performs all other duties assigned within the scope and range of job responsibilities.

Education and Credentials

• Associate degree in Public Safety Communications, Emergency Management, Public Administration, Business Administration, Criminal Justice, Fire Services, Management, or a related field preferred.
• Bachelor’s degree in public safety communications, Emergency Management, Public Administration, Business Administration, Criminal Justice, Fire Services, Management, or another related field preferred. An equivalent combination of education and experience may be substituted.
• Must possess, or obtain within six (6) months of appointment:
  • APCO Public Safety Telecommunicator Certification
  • APCO Emergency Medical Dispatcher Certification
  • APCO Communications Center Supervisor Certification
  • PEMA Telecommunicator Certification
• Must possess, or obtain within eighteen (18) months of appointment:
  • NENA Emergency Number Professional (ENP) Certification
  • PEMA County Associate Certification
• Must be able to obtain and maintain all certifications required by Montgomery County, the Commonwealth of Pennsylvania, and applicable regulatory agencies.
• No criminal convictions that would prohibit access to criminal justice systems or prevent the satisfactory performance of job duties.

Experience and Skills

• Minimum of five (5) years of progressively responsible experience in public safety communications, emergency dispatching, or a closely related field.
• Previous supervisory, lead worker, training, or acting supervisory experience preferred.
• Thorough knowledge of public safety communications operations, computer-aided dispatch systems, radio communications systems, telephony systems, and emergency communications technologies.
• Knowledge of federal, state, and local laws, regulations, standards, and best practices applicable to emergency communications operations.
• Ability to supervise, motivate, coach, and evaluate employees in a fast-paced operational environment.
• Strong leadership, decision-making, organizational, conflict resolution, and problem-solving skills.
• Ability to effectively manage multiple tasks and priorities simultaneously while maintaining accuracy and attention to detail.
• Ability to exercise sound judgment during emergency and non-emergency situations.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, Teams, and other business applications.
• Ability to establish and maintain effective working relationships with employees, public safety partners, and the public.

• Work is performed primarily in a continuously staffed Emergency Communications Center environment.
• Prolonged sitting, standing, and walking in an office environment.
• Significant and repeated use of keyboards, computer workstations, telephones, radio consoles, and other communications equipment.
• Frequent monitoring of computer screens, communications systems, and operational displays.
• Ability to occasionally lift and move materials weighing up to 25 pounds.
• Exposure to stressful situations involving emergency incidents, critical events, and interactions with distressed or emotional callers.
• Ability to maintain concentration, situational awareness, and effective decision-making during extended periods of high workload and high-stress operations.
• Required to work nights, weekends, holidays, and extended shifts as operational needs dictate.
• Designated as essential personnel and required to report to work during emergencies, disasters, and adverse weather conditions.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.