Provides day-to-day direction and supervision of Communications Officers on an assigned shift and assists in the planning and managing of the day-to-day operations of the County's 911 Communications Section. Serves as a working supervisor handling 911 calls as needed. Supervisory responsibilities include collaborating with other assigned shift supervisors to coordinate scheduling to ensure staffing level meets or exceeds minimum coverage requirements; supervising 911 Center operations during assigned shift and as needed during the Senior Communications Supervisor's absence; assisting with recruitment, selection and training of communication officers; appropriately handling complaints; and assisting with or preparing daily briefing materials for all section of the Division. Work is performed under the general supervision of the Senior Communications Supervisor, from whom the incumbent receives general policy guidance and instruction.
Essential Duties
Henrico County's Department of Emergency Communications is seeking a 911 Dispatch Supervisor to lead a shift of Communications Officers in a 24/7/365 emergency call center. You will direct day-to-day operations, step in to handle 911 calls as needed, and keep your team steady and effective in a high-pressure environment where quick, accurate decisions save lives. This is a working supervisory role for an experienced dispatcher ready to lead.
WHAT YOU'LL DO
Provide day-to-day direction and supervision of Communications Officers on an assigned shift
Serve as a working supervisor, handling 911 calls as needed
Coordinate scheduling with other shift supervisors to meet or exceed minimum staffing levels
Supervise 911 Center operations during your shift and in the Senior Communications Supervisor's absence
Assist with the recruitment, selection, and training of Communications Officers
Handle complaints appropriately and professionally
Prepare or assist with daily briefing materials across all sections of the Division
Maintain accurate data and documentation while responding to time-sensitive emergencies
WHAT YOU'LL BRING
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Working knowledge of federal and state regulations governing radio transmission and protected information, including HIPAA
Sound knowledge of County geography, the highway and street system, and fire, police, and rescue resources
Familiarity with emergency dispatching protocols and the ability to gauge the scope of an emergency quickly
Skill in calming distressed callers, giving clear instructions, and eliciting the information needed to dispatch first responders
Sound judgment and critical thinking under pressure, with the ability to multitask without losing accuracy
Strong supervisory skills, including training, workload management, and keeping staff morale high
Excellent oral and written communication and interpersonal skills
Strong computer skills, with the ability to manage data across multiple systems simultaneously
The ability to stay calm and represent the County professionally in high-pressure, close-quarters settings
ADDITIONAL REQUIREMENTS
Must possess Virginia DCJS Basic Dispatch Academy Certification
Must complete IAED Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD) certifications within six months of employment
Must successfully complete all skill assessments and testing prior to employment or promotion
Must be willing to work a flexible schedule including days, evenings, nights, weekends, and holidays in a 24/7/365 operation
A police criminal background check and fingerprinting are required for all persons conditionally offered employment
Preferred completion of one of the following:
APCO Registered Public Safety Leader (RPL)
NENA Center Manager Certification Program (CMCP)
NENA Emergency Number Professional (ENP)
APCO or NENA Supervisor Course
NENA Certified Training Officer Program (CTO)
Additional Information
Must successfully complete all skill assessment and testing prior to employment or promotion. Must be willing to work assigned shift which may include days, evenings, weekends and holidays as assigned. Must possess Virginia DCJS Basic Dispatch Academy Certification and must successfully complete IAED Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD) within six (6) months of employment.
Must be willing to work assigned shift which may include days, evenings, midnights, weekends and holidays as assigned.
A police criminal background check and fingerprinting is conducted on all persons conditionally offered employment, including a conditional offer of initial employment, or a conditional offer to promote, demote, or laterally transfer an employee.
Salary commensurate with experience.
Important: Communications regarding your application will come from recruitment@henrico.gov and notifications@henrico.avature.net (our applicant tracking system). Please add both addresses to your safe sender list and check your spam or junk folder regularly.
Minimum Requirements
Graduation from high school or GED; with relevant two-year degree or relevant college course preferred and three (3) years of relevant work experience as Communications Officer in a 9-1-1 Communications Center with 24/7/365 operations; prefer previous relevant work experience in a supervisory or lead worker capacity; OR, any equivalent combination of experience and training which provides the required knowledge, skills and abilities.
Background Check Disclosure
Applicants considered for employment must successfully complete the following background investigations/tests:
Federal Bureau of Investigation (FBI) Criminal History Investigation
State Police Criminal History Investigation
Child Protective Services (CPS) Investigation (Dept. of Social Services, JRJDC, Juvenile Detention Home)
About Henrico County
State & Local Government11500 employees
Official government website for Henrico County, Virginia.
