PSAP Supervisor

Salary: $56,000.00 Annually
Location : 100 Young Street, Wilkes-Barre, PA
Job Type: Full-time
Job Number: 02033
Department: 911
Opening Date: 06/01/2026
Closing Date: 6/15/2026 11:59 PM Eastern


Description


The PSAP Supervisor, reporting to the PSAP Coordinator under the direction of the 911 Operations Administrator, is responsible for overseeing the day-to-day operations, activities and personnel on an assigned shift to ensure compliance of established guidelines, procedures and policies.

Essential Duties and Responsibilities

Essential Duties and Responsibilities :

• Establishes priorities during peak activities and directs 9-1-1 call-taking and dispatching, as required, to meet PEMA Act-12 performance object objectives.
• Confirm that all calls for service are satisfactorily processed as defined by Departmental Standard Operating Procedures (SOPs).
• Promptly inform the Lead PSAP Supervisor and PSAP Manager of any calls that may have been mishandled.
• Confirm that 9-1-1 call-taking and dispatching are in accordance with Departmental Standard Operating Procedures.
• Schedule the breaks and lunches of Telecommunicators and Telecommunicator Specialists, dependent upon the 9-1-1 Center workload.
• Inform 9-1-1 Management of any equipment failures which may occur or are affecting the operation of the 9-1-1 Center.
• Serve as the County Warning Officer to provide advisories and warnings to the appropriate public officials and general public.
• Work with new and existing Telecommunicators and Telecommunicator Specialists to reinforce 9-1-1 call-taking and dispatching methods as defined by 9-1-1 SOPs.
• Ensure that Telecommunicators and Telecommunicator Specialists maintain their work areas in a professional manner.
• Assist with CLEAN/NCIC entries and paperwork as required.
• Must be able to perform all job functions of a Telecommunicator and Telecommunicator Specialist to assist when needed.
• Must be available to work irregular shift patterns, varied hours, weekends and holidays.

Required Knowledge, Skills and Abilities

Knowledge, Skills and Abilities :

• Knowledge of:
  • Comprehensive knowledge of a 24 hour emergency center.
  • 9-1-1 call-taking and dispatching procedures.
  • Supervisory methods and techniques.
  • Principles and processes for providing customer services.
  • Departmental rules and regulations. **
  • Luzerne County Emergency Service Agencies. **
  • Computer applications as related to emergency services call-taking and dispatching.
  • 9-1-1 Radio Communications System and the use of Public Safety Radio Protocols. **
  • Daily operations within a PSAP setting. **
    • ** Indicates development after employment.
• Skills in:
  • Effective interpersonal and coaching skills.
  • Effective communication skills, including oral, written and electronically.
  • Excellent organizational skills.
  • Effective customer relations at all times.
  • Microsoft Word, Excel, Publisher, Power Point and Adobe.
• Ability to:
  • Use logic and reasoning to analyze, understand and evaluate complex situations.
  • Establish and implement effective administrative programs and procedures.
  • Handle a variety of human resources issues with tact and diplomacy and in a confidential manner.
  • Organize and maintain records, documentation and confidential information as needed.
  • Communicate with the public, employees and outside agencies in a professional manner.
  • Understand and follow moderately complex oral and written instructions, often during stressful situations.
  • Work irregular shift patterns, varied hours, weekends and holidays.
  • Communicate and express ideas effectively, both orally and in writing.
  • Establish multiple priorities and independently manage projects with limited supervision.
  • Handle confidential data discreetly, disclosure of which is protected by law.
  • Provide guidance to Telecommunicators as needed.
  • Perform all other related duties as assigned.

Minimum Qualifications
Minimum Qualifications :

• Education equivalent to the completion of twelfth grade supplemented by training in Public Safety call-taking and dispatching.
• 3 years of emergency services dispatching / call-taking experience or related field.
• 1-2 years of supervisory experience is preferred.
• No criminal convictions or indictments of felony or misdemeanor charges or any computer crimes.
• Must maintain a flexible schedule to be available during emergencies related to 9-1-1 Center operations.

" LUZERNE COUNTY IS AN EQUAL OPPORTUNITY & AFFIRMATIVE ACTION EMPLOYER."
I. Medical Insurance
The coverage begins for the employee the on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents. Cost to the employee to participate in the plan varies by the coverage selection and the number of dependents; and may be subject to collective bargaining agreement. The employee may also elect to opt out of the County's medical insurance if proof of coverage is provided. Under this arrangement, the employee is provided with an annual opt out payment.


II. Vision and Prescription
The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents. Contributions may vary, subject to collective bargaining agreement.


III. Dental Coverage
The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents. Contributions may vary, subject to collective bargaining agreement.


IV. Life Insurance
A $50,000 life insurance policy is afforded to full-time employees, unless specified differently in a collective bargaining agreement. It remains in effect as long as the employee is actively employed and terminates upon resignation or retirement.


V. Retirement
All full-time employees and part-time employees working more than 1,000 hours per year qualify for Luzerne County retirement benefits, in which employees must contribute 5% of their earnings, and may choose to add to an additional voluntary contribution, not to exceed an additional 10%.