TELECOMMUNICATIONS SHIFT SUPERVISOR

General Statement of Duties

The Telecommunications Shift Supervisor performs supervisory duties in the communications center while also working as a Telecommunicator, answering emergency and non-emergency 911 calls and serving as an emergency medical dispatcher.

Distinguishing Features of the Class

This position serves as a Telecommunications Supervisor on an assigned shift, differentiating from a Telecommunicator by additional supervisory responsibilities. Duties include:

• Training new staff.
• Ensuring coverage in emergency situations.
• Making key judgment calls in emergency dispatch situations.
• Overseeing emergency medical dispatch.
• Providing guidance to subordinate and support personnel.

The role involves operating radio dispatch and advanced telephone equipment while receiving calls related to law enforcement, emergency services, fire, and other public safety programs. The position requires tact, firmness, independent judgment, and initiative in high-pressure emergency situations. Work is evaluated based on adherence to policies and effectiveness in dispatching.

Duties and Responsibilities

Essential Duties and Tasks

• Supervisory Responsibilities:
  • Serves as a shift supervisor in the communications center.
  • Trains new staff and ensures adequate shift coverage.
  • Makes critical judgment calls in emergency and medical dispatch situations.
  • Provides guidance to subordinate and support personnel.
• Administrative & Reporting:
  • Prepares shift reports and compiles call recordings.
  • Assigns work tasks and researches historical call information as needed.
• Call Handling & Dispatching:
  • Receives and dispatches calls for emergency services, including:
    • Emergency Medical Services (EMS)
    • County law enforcement & municipal police
    • Volunteer & municipal fire departments
    • Highway patrol, DOT, rescue squads, public utilities, animal control, and human services agencies
  • Logs call data into the system.
  • Enters reports of stolen property, missing persons, and wanted persons into the DCI system.
• Quality Control & Monitoring:
  • Monitors and evaluates calls handled by Telecommunicators.
  • Ensures calls are handled correctly and in accordance with operating guidelines.
  • Takes control of calls when necessary.
• Equipment & Public Relations:
  • Ensures communication equipment is operational.
  • Provides public information as needed.

Additional Duties

• Performs other related tasks as required.

Qualifications & Requirements

Knowledge, Skills, and Abilities

• Strong understanding of computer-aided dispatch systems and radio equipment.
• Extensive knowledge of emergency medical dispatch protocols.
• Familiarity with geographical layout of the county, including streets, landmarks, and key locations.
• Knowledge of FCC regulations related to telecommunications.
• Ability to lead and train staff effectively.
• Strong decision-making skills, particularly in emergency situations.
• Excellent verbal communication and interpersonal skills.
• Ability to maintain organized records and reports.
• Proficiency in understanding and following oral and written instructions.
• Strong problem-solving skills and ability to work under pressure.

Physical Requirements

• Must be able to perform basic life operations such as stooping, reaching, lifting, fingering, grasping, talking, and hearing.
• Must be capable of sedentary work, occasionally exerting up to 10 pounds of force.
• Must have the visual acuity required for operating computer equipment and reviewing written records.

Education & Experience

• High school diploma required.
• Considerable experience in telecommunications and dispatching.
• Supervisory experience or training preferred.
• Equivalent education and experience combinations will be considered.

Special Requirements

• DCI Operator Certification (State of North Carolina)
• Telecommunicator Certification (State of North Carolina)
• Emergency Medical Dispatch Certification

Application Process

Interested candidates can apply using the following link:
Columbus County Employment Application

Special Note:

This is a general job description outlining essential functions and requirements. A detailed job questionnaire and physical abilities checklist are available for specific positions within this class. These documents should be reviewed before initiating the hiring process to ensure legal and defensible personnel decisions.

Columbus County - 2025