County of York
June 3, 2021
York, Pennsylvania
Contact Name


Position Summary

The 911 Shift Supervisor is a responsible supervisory position charged with control of the general operations of all shifts that provide 24/7 coverage for emergency communications for York County.  The span of control of this position will involve approximately 15-20 employees.  The Shift Supervisor reviews work for accuracy, effectiveness, and speed of service as it is deemed necessary.  They will be responsible to ensure that dispatchers are accurate, timely and efficient in their daily work productivity by means of both first hand observation of the day-to-day operations as well as reviewing those incident reports submitted by the dispatchers.  This position will report directly to the Operations Manager of the assigned shift.
Shift Supervisors are responsible as a first line Supervisor, for the direct operation of the communications center and its staff.  The Shift Supervisor is expected to act at a higher standard with the oversight and enforcement of Departmental Policies and Procedures
Essential Duties and Responsibilities

Dispatch Operations    - 70%

  • Organize, plan, supervise, instruct and coordinate activities of assigned personnel
  • Accountable for the effective administration for police, fire and EMS radio communications
  • Provides assistance with training and relieving at any dispatch position and SCOPE/Records position
  • Receive and thoroughly investigate inquiries from field providers, civilians or employees and forward your findings to management staff
  • Review dispatch operations to identify technical and operational training needs and recommend operational improvements
  • Respond to request for information from the media
  • Identify and report troubleshooting-computer, radio and phone issues
  • Submit trouble tickets for the maintenance/repair/deficiencies of equipment
  • Knowledge of directives that advise who is to be contacted should a failure occur within the communications infrastructure
  • Ability to understand and implement the Emergency Operations Plan for Peach Bottom Nuclear Power Plant which includes direct interaction with Emergency Management personnel at the county/state level
  • Must attend mandatory Supervisory training
  • General knowledge of SCOPE and Records Department,
  • Coordinates major incidents to ensure that proper dispatches and notifications are made by priority; assists in call handling, if necessary and coordinates with Incident Command, for the possible deployment of County resources.  This includes high call volume during environmental or multi-jurisdictional responses
  • When necessary submit WebEOC reports and make proper notification including senior management
  • Generate employee and visitor incident/injury reports
  • Control access at the Emergency Services complex by operating security gates and entrance doors via security cameras and allowing access of authorized personnel
  • Supervision of 15-20 employees per shift
  • Responsible for supplies and to ensure all required forms are stocked and available to departmental personnel
  • Implementation and maintenance of the PSAP Back up Plan including deployment to the long term back up facility
  • Operational knowledge and primary troubleshooting abilities for:

Digital Radio System; CAD; computer equipment and the telephone system to include the                        current Recorder and Everbridge Alerting System

  • After hours, serve as the County EOC Watch Officer and point of contact for EMA Duty Officer.
  • Other duties as assigned.

  Personnel Management   - 30%

  • Evaluate dispatcher proficiency; provide performance coaching and counseling
  • Conduct monthly staff meetings
  • Must maintain a professional working relationship with staff, response agencies and other PSAPs
  • Participates in the oversight of the training of new call takers/dispatchers
  • Keeps senior management briefed on important incidents occurring during the shift
  • Responsible to forward data updates including CAD content, notebook and emergency notification lists to the responsible department
  • Accurate record keeping and ability to maintain confidentiality
  • Debrief, Counseling following stressful situations handled by employees
  • Conducts tours of the Emergency Operations Center
  • Participate in pre-employment interviews
  • Other duties as assigned
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