Supervisor, 911 Operations Support

Douglas County, CO; Castle Rock (CO); On-site; USD 82,000 - 123,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Job summary

Douglas County is seeking a Supervisor of 911 Operations Support to direct training and QA/QI initiatives for the Communications Center in Castle Rock, CO. You’ll oversee onboarding, staffing, and operational projects while coordinating with the Communications Manager and CTOs.

The role requires five years of dispatch experience, CTO leadership, and active EMD certifications. A strong focus on accreditation, standards, and continuous improvement is essential for success in this leadership

Qualifications

• High school diploma or GED required; Colorado driver’s license.
• Minimum of five (5) years of public safety dispatching experience.
• Minimum of three (3) years of CTO experience.
• Must hold active Public Safety Dispatching and Emergency Medical Dispatch (EMD) certifications.

Responsibilities

• Oversee dispatcher training and CTO program operations.
• Coordinate training standards, materials, and onboarding for new hires.
• Maintain records, certifications, and QA/QI results for staff.
• Lead accreditation efforts (CALEA/APCO) and policy updates.

Skills

APCO standards

NENA standards

NFPA standards

CAD

LERMS

RapidSOS

IPAWS

911 recording

QA/QI

public safety leadership

Education

High school diploma or GED

Public safety dispatching certification

EMD certification

EMD-Q within 90 days

Tools

Dispatcher training software

Job description

Supervisor, 911 Operations Support

Employment Type:0 - Full-time Regular
Pay Range: $82,152.00 - 123,228.00
Location: Castle Rock, CO
Elected Office / Department: SHERIFF
Job Number: req3318
Closing Date: 9/11/2026

The Supervisor of 911 Operations Support is akey leadership position responsible for directing the Communications Center’straining program, quality assurance/quality improvement (QA/QI) initiatives,accreditation compliance, continuing education, scheduling, and specialoperational projects. Classified as essential personnel, this position may becalled in to assist with supervisory dispatch staffing, respond to IncidentDispatch Vehicle callouts, or provide operational support during large-scaleemergency incidents. This positionensures new hires receive comprehensive onboarding, current staff maintainmandatory certifications and competencies, and the center continuously meetsall applicable accreditation standards. Working in close collaboration with theCommunications Manager, Operations Supervisors, Communications TrainingOfficers (CTOs), and partner agencies, the Operations Support Supervisor drivesoperational excellence, consistency, and ongoing organizational growth.

Supervision Exercised:

This position directly supervises new dispatch employees to include assigning,directing, developing, and evaluating performance. Oversees the CommunicationsTraining Officer (CTO) program, indirectly supervising the CTOs, while in thecapacity of training.

Supervision Received:

This position reports directly to the Communications Manager

Schedule:

40 hours work week
Includes mandatory on-call shifts and mandatory overtime

Salary & Benefits:

While the full salary range for the Supervisor of 911 Operations Supportis $82,152 - $123,228 annually, generally the hiring range is $82,152 - $102,690 annually. Qualifications, education and experience as it relates to the position will be taken into consideration when determining hiring salary.

Douglas County offers an excellent comprehensive benefit package including but not limited to: Medical/Dental/Vision. For a more detailed overview please view the full benefit guide at EMPLOYEE BENEFITS GUIDE.

Essential Duties and Responsibilities:

• Coordinates and oversees program activities relating to new dispatcher training and the CTO program. Assists in selecting, training, motivating, and evaluating CTOs and other trainers/instructors. Establishes goals, objectives, and priorities for program and participants.
• Collaborates with and oversees CTOs in the review, development, implementation, and maintenance of dispatcher training standards and materials, including creation and updating of new hire courses and materials; CTO manuals; Daily
• Observation Reports (DOR) formats, benchmarks, and standard evaluation guidelines.
  Facilitates and coordinates dispatcher orientation, academies, and training. Coordinates CTO schedules for trainee assignment.
• Review daily observation reports for trainees and provides necessary counsel, recommendations, and suggestions, as needed.
• Works as part of the leadership team to recommend, develop, review, update, and implement policies, procedures, operating guidelines, technology, and staffing that are current, applicable and sustainable.
• Looks for trends or patterns in trainee progress to recommend and implement adjustments to the training program for individual trainees, including remedial training plans and/or expedited training processes.
• Responsible to keep all records and documentation on trainees until released from the training program.
• Oversees the continuing education and in-service training of all dispatch personnel.
• Identifies training needs, coordinates, and implements training based on required certifications, QA/QI results, new or updated policies and procedures, and new industry trends and technologies.
• Develops, oversees, and plans all aspects of the new hire communications academies.
• Establishes training goals and objectives with Communications Manager, making recommendations on training topics, speakers, and other related items.
• Maintains and updates dispatch training files.
• Coordinates and facilitates all certifications and recertification.
• Collaborates with shift supervisors to ensure timely completion of required training and certifications.
• On-going reviews of current dispatch procedures, revising or improving them, when necessary, to meet existing quality standards.
• Coordinates, develops, and implements improvement plans with the Communications Manager.
• Point of contact for outsourced Quality Assurance/Quality Improvement (QA/QI) provider.
• Conducts QA/QI reviews for member agencies upon request.
• Attend conference, conventions, or other various meetings and trainings to stay up to date on trends in technical advances, training development, and policies and procedures.
• Performs scheduling duties for the emergency communications center, to include new hire and current dispatchers.
• Primary CBI Terminal Agency Coordinator (TAC)
• Serves as the Communications Center's Accreditation Coordinator by overseeing all aspects of the agency's accreditation programs, including CALEA and APCO Agency Training Program Certification (ATPC).
• Performs related duties, as assigned.

Knowledge, Skills and Abilities:

• Comprehensive understanding of APCO, NENA, and NFPA standards, as well as state and federal rules and regulations governing public safety communications and 911 operations.
• Advanced technical knowledge of Computer-Aided Dispatch (CAD), Law Enforcement Records Management Systems (LERMS), RapidSOS, Emergency Notification Systems, IPAWS, 911 recording technologies, and primary Communications Center equipment.
• Thorough working knowledge of Emergency Medical Dispatch (EMD) protocols, Quality Assurance/Quality Improvement (QA/QI) processes, and principles for planning and conducting training across diverse public safety disciplines.
• Proficiency in delivering clear, concise oral and written communications, including drafting procedural manuals, business correspondence, and technical reports.
• Strong organizational and problem-solving skills applied to managing complex assignments, directing projects, and navigating situational challenges.
• Demonstrable skill in active listening, diplomacy, and delivering or receiving constructive feedback to maintain credibility across all organizational levels.
• Ability to exercise sound judgment, high-level discretion, and self-direction when leading projects or resolving operational issues.
• Ability to establish and maintain positive, professional working relationships with command staff, agency managers, coworkers, partner jurisdictions, volunteers, and member agencies.

Minimum Qualifications:

• High school diploma or GED required; advanced education or specialized field training preferred.
• Must possess and maintain a valid Colorado Driver’s License.
• Minimum of five (5) years of public safety dispatching experience, with demonstrated hands-on experience dispatching both police and fire radio disciplines.
• Minimum of three (3) years of Communications Training Officer (CTO) experience, backed by a background in adult education or instructional design.
• Minimum of two (2) years of supervisory experience preferred.
• Must hold active certifications in Public Safety Dispatching and Emergency Medical Dispatch (EMD).
• Must be eligible to obtain EMD Quality Assurance (EMD-Q) certification within 90 days of hire.

Note: The successful applicant must be able to perform ALL of the above job functions, unassisted, and at a pace and level of performance consistent with actual job requirements.

Disqualifications:

Applicants who have any disqualifying factors listed QUALIFICATIONS & DISQUALIFICATIONS will not be considered for employment at this time.

ADDITIONAL INFORMATION:

In the event of an emergency/disaster in or near the County, all County employees are expected to make every effort to be available to assist the County Manager, Elected/Appointed Officials and Department Directors to ensure the continued operation of any and all necessary County functions. This may mean being available to perform additional duties and hours beyond what is normally required. In the event that an exempt employee does work more than 40 hours a week in support of County operations during an emergency, such employee may receive overtime or other appropriate wage compensation in accordance with existing County policies or at the discretion of the County.