E911- Communications Dispatcher Supervisor presso City of Atlanta

Position open until 9/19/2025

Salary: $32 hourly

General Description and Classification Standards

Under the general direction of the E911 Communications Shift Manager or designee, this position will perform supervisory and administrative tasks as needed and/or requested by the manager within the communications center of the Atlanta Police Department. Duties include but are not limited to supervising and training assigned personnel while communicating effectively with stakeholders, outside LEO agencies personnel, and AFRD and EMS personnel. This position will handle emergency and fast-paced situations; manages telephone lines and dispatching; provides the public with information and assistance, and maintains a variety of records, files, and logs. 

Supervision Received

Normally receives very general guidance regarding overall mission, scheduling, unusual priorities, etc., but is free to set work methods, timetables, performance standards, etc. Focus is primarily on end results and is typically collaborative in nature. Makes decisions on technical issues, diagnoses, or procedures in collaboration with other supervisors or managers. 

Essential Duties and Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Supervises, directs, and evaluates assigned staff/trainees, handling employee concerns and problems, directing work, counseling, disciplining, and assisting in completing employee performance appraisals. 
• Oversees day-to-day operation of E91 and medical emergency for APD and AFRD dispatch;
• Organizes, prioritizes, and distributes work assignments to subordinate dispatch personnel/trainees; works to meet the goals and objectives of the department.
• Guides and trains employees on proper procedures and protocol of the department; shows best technique to accomplish tasks and provides technical assistance as needed. 
• Directs and administers work assignments of subordinate personnel engaged in administrative and security activities within the communications center of the Police department; reviews and approves personal leave, sick and vacation. 
• Performs multiple tasks simultaneously; takes appropriate action when presented with a stressful life/death situation; remains calm under all circumstances. 
• Answers multiple telephone lines handles all 911 calls within the Atlanta Police Department jurisdiction or transfers the call to the appropriate agency; handles other calls appropriately and updates call lists.
• Maintains field unit status at all times to ensure safety of the first responders performing activities including working accidents, hazardous incidents, fire traffic control, pursuits, etc. 
• Communicates effectively and coherently over radio channels initiating and responding to calls; issues case numbers; notifies others, such as wreckers, cabs and utilities, when services are requested/required. 
• Applies organizational policies. 
• Exercises judgment and initiative in dispatching emergency calls and other requests. 
• Uses independent judgment and discretion in the handling of emergency situations, determining and deciding upon procedures to be implemented, maintaining standards, and resolving problems. 
• Maintains formal supervisory authority over a large work group, frequently with intermediate team or crew leaders or a group of highly specialized employees, to include training, coaching, discipline, performance management, scheduling, training, etc.
• Articulates, promotes, and supports the mission and vision of the Emergency Management division; provides answers and solutions for emergency and non-emergency requests for information and services; reviews and trains to maintain current levels of operations knowledge, stays abreast of continuous system changes, enhances knowledge, and learns new skills; provides input to enhance and improve department services to our internal and external customers.
• Monitors video surveillance systems (CCTV) and relays observations to the first responders for each active incident.
• Attends meetings, seminars, and training sessions as required to remain knowledgeable of departmental and city operations, to promote improved job performance and to stay current with changing state/municipal policies, procedures, codes, and criminal/civil case law. 
• Evaluates calls to determine signals and priorities. 
• Maintains individual daily, monthly, and yearly 911 statistics and call delay reports, prepares statistical information for performance evaluations on employees; prepares disciplinary packages as needed and/or assigned.
• May make purchasing or resource allocation decisions within organization guidelines. 
• May perform other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Knowledge of dispatching and communication systems and local law enforcement practices, policies, and procedures. 
• Knowledge of techniques and procedures used in operating emergency communications equipment. 
• Knowledge of customer service standards and best practices. 
• Knowledge of terminology, principles, and methods utilized within the department. 
• Knowledge of administrative practices, policies, and procedures as necessary in the completion of daily responsibilities. 
• Skill in listening and communicating exceptionally to effectively convey information verbally and in writing. 
• Skill in operating computers with demonstrated proficiency in a variety of applications and software. 
• Skill in empathetic listening techniques. 
• Skill in organizational management. 
• Skill in human relations and technical understanding. 
• Ability to implement long-term goals for the department in order to promote effectiveness and efficiency. 
• Ability to follow policies, procedures, plans, and activities and to monitor performance of subordinates against measured established goals. 
  Ability to speak with a clear well-modulated voice. 
• Ability to remain calm under pressure and stressful working conditions during heavy workload and emergency related calls. 
• Ability to speak English rapidly, clearly, and concisely. 
• Ability to dispatch and handle emergency calls on a continuous basis under time constraints. 
• Ability to simultaneously communicate, interpret communication, and accurately enter data into a computer system. 

Minimum Qualifications

Internal Applicants must not be currently on probation and must not have received any adverse disciplinary action resulting in a suspension of two or more days within the past 12 months

Education and Experience 

1. Bachelor’s degree in a related field.
2. Five (5) years of leadwork/supervisory or managerial experience and experience in an emergency call center is required.

If internal candidate:

3. 3 years display of leadwork/leadership and knowledge within the 911 Center with at least 2 years as a Communications Dispatcher II in Atlanta E911 Communications Center. 

Licensures and Certifications 

Position would be expected to have licensure or professional certifications appropriate to the position. 

• If selected candidate is Dispatcher III or higher, candidate required to successfully complete Fire Supervisor Training within 3 months of employment.
•  If selected candidate is Dispatcher II, the candidate required to successfully complete Fire Supervisor Training upon promotion/appointment
• Applicant cannot be on probation or have had adverse actions of 2 days or more within the last 12 months.

Preferred Requirements

Bachelor's Degree in Business Administration, Public Administration, Science, Aviation Management, Emergency Management, Airport Operations, or related field; and eight (8) years of experience as a communications dispatcher or closely related area preferred.

Work Environment:

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Lifting Requirements: 

Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law.  We value and encourage diversity in our workforce.

Responsibilities

Qualifications