Regional Emergency Communications Supervisor (Shift Commander)

Metacomet-Emergency-Communications-Center; Norfolk (MA); On-site; USD 75,000 - 79,000; Full time

Benefits offered by this job

Health insurance

Retirement benefits

Paid time off

Professional development

Job summary

Metacomet Emergency Communications Center (MECC) in Norfolk, MA is seeking a Regional Emergency Communications Supervisor (Shift Commander). The role oversees police, fire, and EMS call-taking and dispatch, leading telecommunicators on shift and ensuring high-quality operations.

The position requires APCO CCS and CTO certifications, a Public Safety Communications degree or five years of dispatcher experience, and offers hourly pay with a 5-2 schedule, plus retention incentives and benefits.

Qualifications

• Must hold or obtain APCO Communications Center Supervisor (CCS) certification.
• Must hold or obtain APCO Communications Training Officer (CTO) certification.
• Demonstrate proficiency in the core competencies for public safety communications supervisors identified in MECC's job description.
• Complete additional training as required.

Responsibilities

• Supervise Public Safety Telecommunicators during assigned shifts, ensuring effective and coordinated call-taking and dispatch services.
• Answer calls and perform police, fire, and EMS dispatch duties as needed.
• Provide direction, coaching, and support to staff during routine operations and challenging incidents.
• Monitor radio transmissions and telephone conversations for quality, accuracy, and compliance with established procedures.
• Apply and enforce MECC policies and applicable police and fire department procedures consistently.
• Investigate complaints and resolve operational problems and concerns.
• Ensure the proper operation of communications equipment and maintain the security of the center.
• Complete supervisory documentation, reporting, and other assigned duties.

Skills

Leadership

Supervisory skills

Verbal communication

Written communication

Decision making

Education

Bachelor's degree in Public Safety Communications or related field

Five years of public safety dispatcher experience

Job description

Regional Emergency Communications Supervisor (Shift Commander) Metacomet Emergency Communications Center | Norfolk, MA $35.91–$38.10 per hour | Full-Time | FLSA Non-Exempt

Lead the team that answers when it matters most.

The Metacomet Emergency Communications Center (MECC) is a regional 911 district seeking an experienced public safety communications professional to join our team as a Shift Commander. This position offers the opportunity to lead daily operations, support fellow telecommunicators, and make a direct difference in the emergency services our communities receive.

Shift Commanders are MECC's operational supervisors, working on the communications floor alongside the employees they lead. Reporting to the Operations Section Chief, you will oversee police, fire, and EMS call-taking and dispatch operations while remaining ready to perform all Public Safety Telecommunicator duties across each discipline.

We're looking for someone who leads by example, communicates clearly, exercises sound judgment under pressure, and helps others succeed.

What You’ll Do

• Supervise Public Safety Telecommunicators during assigned shifts, ensuring effective and coordinated call-taking and dispatch services.

• Answer calls and perform police, fire, and EMS dispatch duties as needed.

• Provide direction, coaching, and support to staff during routine operations and challenging incidents.

• Monitor radio transmissions and telephone conversations for quality, accuracy, and compliance with established procedures.

• Apply and enforce MECC policies and applicable police and fire department procedures consistently.

• Investigate complaints and resolve operational problems and concerns.

• Ensure the proper operation of communications equipment and maintain the security of the center.

• Complete supervisory documentation, reporting, and other assigned duties.

Training and Qualification

Shift Commanders must meet and maintain all training and certification requirements established by MECC and applicable Massachusetts State 911 Department standards.

• Must hold or obtain APCO Communications Center Supervisor (CCS) certification within a timeframe established by MECC following hire.

• Must hold or obtain APCO Communications Training Officer (CTO) certification.

• Demonstrate proficiency in the core competencies for public safety communications supervisors identified in MECC's job description.

• Complete additional training as required.

What We Offer

• Hourly pay of $35.91–$38.10.

• A consistent weekly schedule: five days on and two days off, with the same days off each week.

• $9,000 in retention incentives over five years: $1,000 at one year, $3,000 at three years, and $5,000 at five years.

• Health insurance.

• Retirement benefits.

• Paid time off.

• Opportunities for professional development.

• Compensated overtime as required.

• An active leadership role supporting staff and the communities we serve.

Who We’re Looking For

Candidates must have:

• A Bachelor's degree in Public Safety Communications or a related public safety field; or five years of experience as a public safety dispatcher; or an equivalent combination demonstrating the knowledge, skills, and ability to perform the position’s duties.

• The ability to work independently, take appropriate initiative, and make sound decisions.

• Strong verbal and written communication skills for supervision, training, and reporting.

• A collaborative approach to leadership, with the ability to provide clear direction, address concerns professionally, and hold staff accountable.

• The ability to perform all Public Safety Telecommunicator duties across police, fire, and EMS disciplines.

Schedule and Work Expectations

MECC operates 24 hours a day, 365 days a year. Shift Commanders work a five-days-on, two-days-off schedule with consistent weekly days off. Availability for nights, weekends, and holidays is required, and overtime may be necessary to meet operational needs.

Shift Commanders must be prepared to manage competing priorities, support staff through stressful situations, and remain actively involved in call-taking and dispatch operations.