Police Communications Supervisor

Communications Supervisor

The Communications Supervisor is responsible for the direct supervision of assigned personnel within the Communications Division. This position oversees and evaluates subordinate staff to ensure high standards of performance, including the quality and quantity of work, operational effectiveness, efficiency, and professional conduct. The Communications Supervisor serves as a leader and role model, fostering a positive and professional work environment while motivating personnel to perform at optimal levels. This position requires consistent exercise of sound, independent judgment grounded in comprehensive knowledge of city and departmental policies, procedures, and operational standards. Reporting directly to the Communications Manager, the Communications Supervisor must be available to work all hours, to include weekends and holidays, or overtime with little or no notice. Supervisors may be assigned or reassigned to any shift based on the operational needs of the division. The role includes daily oversight of assigned shifts and personnel and may require assuming the duties of the Communications Manager in their absence. Additional responsibilities include planning and organizing shift operations; fostering and maintaining cooperative and professional working relationships among assigned personnel; and coordinating effectively with other shifts, sections, divisions, and allied agencies. The Communications Supervisor must also maintain clear, open, and consistent communication with fellow shift supervisors and the Communications Manager to ensure continuity of operations and effective delivery of service.

Examples of Responsibilities:

• Performs all functions of a Public Safety Dispatcher when needed.
• Oversees of daily operations of the Communications Division.
• Monitors shift personnel for compliance with City, Department and Center rules and regulations
• Monitors the daily operation of equipment, submits repair requests based on the critical nature of the problem or malfunction. Reports major issues to the Communications Manager.
• Documents positive and negative performance of shift personnel in BlueTeam and forwards reports to the Communications Manager for review and appropriate action. Completes a yearly performance evaluation on each subordinate assigned administratively to his or her shift as directed by policy.
• Implements goals and objectives, which are consistent with the Department's vision and mission.
• Assists dispatchers in making sound decisions by providing instruction, guidance and coaching.
• Handles initial citizen complaints on communications personnel and forwards them to the Communications Manager.
• Maintains an accurate shift schedule and if needed, assigns duty positions based on rotation.
• Assists in determining training needs of dispatchers.
• Completes monthly Quality Assurance forms on all dispatchers assigned to them to ensure proper call handling, radio procedures and citizen interactions.
• Approves or denies leave requests in a timely manner and coordinates coverage for staffing shortages.
• Oversees the actions and duties of any Communications Training Officers assigned to their shift to ensure proper training of new employees. Reviews and approves all daily observation reports submitted by Communications Training Officers assigned to them.
• Reviews and approves all time sheets of employees assigned to their shift to ensure accurate reporting of leave, overtime and work hours.
• Contributes to the development and review of division policy, effectively communicating and implementing departmental directives to personnel.

Job Conditions:

• Work takes place in the Huntsville-Madison County 911 Center, a joint, multi-agency public safety answering point (PSAP) which operates 24hrs a day and houses 8 different agencies.
• Work is primarily performed in an office setting, or on the operations floor when needed.
• Must be willing to work irregular hours, extended hours, weekends and holidays, at times with little or no notice to cover for shift shortages.

Minimal Qualifications:

• Must have three (3) years serving as a Public Safety Dispatcher or equivalent position.
• Must attend, complete and pass an accredited Communications Training Officer (CTO) certification within scheduled timeframe specified by the department.
• Must attend, complete and pass an accredited Communications Center Supervisor (CCS) course within scheduled timeframe specified by the department.
• Must have the ability to learn various database systems to include CAD, audio recording, radio identifiers and virtual phone systems.
• College credits, degrees or professional certificates in the area of Public Safety, Business, Management or leadership are highly desired but not required.
• High school diploma or GED required in order to perform and comprehend the required knowledge, skills and abilities.
• Strong background record is required, due to accessibility to city property and interaction with public and children.

Supplemental Information:

• Knowledge of Public Safety Dispatcher functions, Communications Division operations, workflow management, and equipment systems.
• Knowledge of City, Department, and Communications Center rules, regulations, policies, and reporting requirements.
• Knowledge of supervisory, leadership, training, quality assurance, and performance evaluation principles, including documentation standards.
• Skill in performing Public Safety Dispatcher duties and overseeing daily shift operations.
• Skill in monitoring compliance with policies and operational standards.
• Skill in documenting, evaluating, and managing employee performance, including use of BlueTeam.
• Skill in coaching, mentoring, and guiding personnel to support sound decision-making and professional development.
• Skill in managing shift schedules, staffing needs, and prioritizing operational resources, including equipment issues.
• Skill in conducting quality assurance reviews and handling citizen complaints professionally.
• Skill in communicating policies, directives, and expectations clearly and effectively.
• Ability to exercise sound judgment in supervisory and operational decision-making.
• Ability to enforce standards consistently while maintaining accountability and fairness.
• Ability to assess performance, identify training needs, and support employee development.
• Ability to foster teamwork and maintain effective working relationships within the division and with allied agencies.
• Ability to manage multiple priorities in a fast-paced, high-stress public safety environment.

Physical Capabilities:

• This position's physical requirements involve sedentary work, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
• Work requires ability to communicate, attend to tasks without distractions, reason effectively, use effective judgment, maintain alertness and awareness, perform multiple concurrent tasks, and exercise memory at times under adverse and stressful situations.
• See well enough to read written text and computerized screens at various font sizes.
• Work requires the ability to perceive and discriminate colors via computer screens and maps.
• Hear well enough to communicate by radio, telephone or any other transmitting device, including messages from difficult-to-understand callers and field responders.
• Speak well enough to clearly articulate and communicate to citizens and responders.
• Must have dexterity of limbs hands and fingers to write legibly and type accurately.
• Ability to travel for schools/training or other department related functions sometimes overnight.
• Must be able to sit for extended periods of time particularly during high stress situations
• Must be able to adjust to occasional sleep pattern disruptions as a result of irregular shift work.