Police Communications Dispatch Supervisor

NAPCO; Emeryville (CA); On-site; USD 85,000 - 110,000; Full time

Job summary

NAPCO seeks a seasoned supervisor to oversee the Police Communications Center, ensuring 24/7 readiness and accurate dispatch of calls. You will manage scheduling, training and performance tracking while coordinating with city departments and outside agencies.

Responsibilities include monitoring call intake, providing tactical support during incidents, and leading quality audits of CAD/RMS/CLETS processes to maintain data integrity and compliance.

Qualifications

• Three years of experience in public safety dispatching in a 911 system equivalent to the City’s Police Communications Dispatcher.
• One year of lead or supervisory experience is desirable.
• POST Public Safety Dispatcher Basic Certificate required by date of appointment.

Responsibilities

• Plans, organizes, schedules and directs activities of the Police Communications Center.
• Manages unit scheduling, including rotating shifts, holiday coverage, and overtime to ensure 24/7 readiness.
• Supervises staff providing dispatch, radio operations and emergency calls handling as needed.
• Monitors call intake for accuracy and dispatches according to protocols.
• Provides tactical support during critical incidents and coordinates inter‑agency resources.
• Audits CAD, RMS and CLETS for data integrity and compliance.
• Develops SOPs and training guidelines for evolving mandates.

Skills

Public safety dispatching

Lead supervision

Inter‑agency coordination

Education

High school diploma

Tools

CAD

RMS

CLETS

Job description

Under direction of the Police Service Manager, supervises and directs the public safety dispatch center operations; manages the intake and prioritization of public safety calls, coordinates activities across city departments and outside agencies; and ensures 24/7 emergency response readiness through effective scheduling, training, and performance tracking.

Examples of Duties

• Plans, organizes, schedules and directs activities of the Police Communications Center.
• Manages unit scheduling, including rotating shifts, holiday coverage, and the authorization of overtime to ensure 24/7 operational readiness and minimum staffing levels.
• Performs the full range of Public Safety Dispatcher duties as necessary; assists staff with calls for service, radio dispatching, or handling of emergency calls/critical incidents as they arise; provides support and handles requests as needed.
• Monitors and evaluates the intake of emergency and routine calls for service to ensure staff collect accurate information and dispatch appropriate personnel according to established protocols.
• Provides high-level tactical support to dispatchers during critical incidents, assuming command of complex radio traffic and prioritizing department-wide resources when call volume exceeds standard capacity.
• Serves as the escalation point for inter-agency coordination, managing mutual aid requests and ensuring seamless communication between neighboring jurisdictions during large-scale emergencies.
• Supervises and audits the use of Computer Aided Dispatch (CAD), Records Management Systems (RMS) and CLETS (California Law Enforcement Telecommunications Systems) processes to ensure data integrity, technical proficiency, and compliance with law enforcement reporting standards.
• Conducts regular quality assurance reviews of recorded calls and radio traffic to provide coaching, identify training gaps, and ensure staff maintain composure and professionalism under pressure.
• Maintenance of dispatch records; analyzes response data and call statistics to prepare comprehensive reports for executive leadership regarding operational trends and equipment needs as needed.
• Develops and updates standard operating procedures (SOPs) and training guidelines to ensure the dispatch center remains consistent with evolving state and federal law enforcement mandates.
• Mediates and resolves complex public inquiries or complaints regarding dispatch services, acting as the primary liaison between the public and the communications unit to maintain community trust.
• Oversees and implements the Communication Training Program.
• May complete requests for subpoenas of events, phone calls, radio recordings, and other requested items.

Minimum Qualifications

Education

Equivalent to the completion of the twelfth (12th) grade.

Experience

Three (3) years of experience in public safety dispatching in a 911 system at a level equivalent to the City’s Police Communications Dispatcher classification. One (1) year of lead or supervisory experience is desirable.

Licenses and Certifications

Possession of a Peace Officers Standards and Training (POST) Public Safety Dispatcher Basic Certificate by date of appointment.

Possession of a valid California drivers’ license with a satisfactory driving record by date of appointment.

Must be at least 18 years of age by date of appointment.

Position also requires a background check and pre-employment medical examination.