Join Our Team – Communications Supervisor

Buncombe County Public Safety Communications is seeking a motivated and experienced professional to serve as a Communications Supervisor. This leadership role provides direct oversight of daily 9-1-1 operations while supporting, coaching, and developing the telecommunicators who serve our community every day. We’re looking for someone who leads by example, values teamwork and accountability, and is ready to help us continue building better togethe

Purpose of the position:

The purpose of this position is to perform administrative and supervisory duties in overseeing 911 telecommunications operations. The role supports the Squad Commander and Operations Commander(s) in implementing high-performance strategies to achieve departmental priorities, goals, and objectives.

Minimum Education, Training and/or Experience (required at time of hire): High school diploma or GED, supplemented by vocational or technical training in a related field and a minimum of two (2) years as a Public Safety Communications Telecommunicator III (CTO) with Buncombe County; OR a minimum of three (3) years of 911 telecommunicator experience that includes dispatching for Law Enforcement and/or EMS/Fire; OR at least two (2) year of EMT/Paramedic, Firefighter, and/or Police Officer experience preferred; OR any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Additional Training and Experience: APCO Communications Center Supervisor (CCS) Certification must be obtained within six (6) months of hire.

License or Certification Required by Statute or Regulation: Employees in this classification must also maintain all related certifications for all below listed telecommunicator position classifications.

Essential Functions of the position:

• Assist with oversight of daily operations, monitoring calls and providing technical guidance.
• Oversee compliance with divisional policies, procedures, and protocols.
• Perform quality control by listening and evaluating 911 calls and radio transmissions for compliance, to include coaching & feedback to employees.
• Maintain schedules to ensure adequate staffing levels
• Ensure all equipment is working properly, report any deficiencies, and serve as liaison for repair work.
• Investigate initial citizen complaints on members of the assigned squad.
• Operation of computerized NCIC database.
• Conduct one-on-one instruction with trainees on each radio discipline and/or phones and assist with classroom trainings, practical simulations, emergency preparedness exercises and continuing education programs.
• Provide guidance, subject matter expertise, mentorship and professional support to communications personnel, fostering continuous learning, accountability, and operational excellence.
• Receive emergency and non-emergency calls from the public through the emergency telephone system, obtaining pertinent information from callers to determine the nature and location of the emergency.
• Receive and respond to radio requests from emergency response units and monitor and maintain location and status information with operation of computer aided dispatch system, and communication with responding units via radio.
• Prioritize and dispatch calls for service for all emergency service disciplines (EMS/Fire and Law)
• Maintain accurate and timely training, dispatch and supervisory records. Maintain proficiency in all communications center functions, equipment, software applications, and operational procedures.
• Provide information or referral options to the public as requested.
• Administer or make recommendations for routine personnel matters affecting subordinates.
• Perform other related duties as assigned.

Knowledge, Skills, Abilities:

• Knowledge of Federal Communications Commission rules and regulations concerning radio communications.
• Thorough knowledge of state and federal laws concerning use of criminal records.
• Thorough knowledge of departmental policies and procedures.
• Knowledge of the operation of a wide variety of communications equipment.
• Knowledge of the locations and capabilities of available fire, rescue, emergency medical units, and law enforcement units.
• Knowledge of the geographical layout of the County as to location of streets, important buildings, and other landmarks.
• Knowledge of the principles and techniques of supervision; Ability to supervise and coordinate the work of subordinates in a 24X7 operation.
• Ability to select appropriate emergency and non-emergency units to respond to situations in given areas of the county.
• Ability to communicate effectively with the public, maintain professional demeanor, and patiently give instructions.
• Ability to elicit information from callers and officers, including properly and quickly document information and actions.
• Ability to prioritize calls and requests.
• Ability to use a variety of computer and communications systems.
• Ability to make quick decisions based on information from callers and law enforcement officers.
• Ability to solicit information from and relay information to callers and law enforcement officers.

Typical Work Schedule:

• Regular and predictable attendance is required. Must be able to work a rotating schedule, including nights, weekends, and holidays to ensure 24/7 coverage.

• Adheres to assigned work schedule as outlined in the Department and County attendance policies and procedures.

• Regular, predictable attendance is essential.

**ALL shifts are semi-permanent for employees holding positions within this classification and are subject to reassignment based on periodic shift bids, performance, operational and/or staffing needs.**

Typical Work Schedule:

•Adheres to assigned work schedule as outlined in the Department and County attendance policies and procedures.

•Regular, predictable attendance is essential.

*Note: This position has been identified as an emergency essential position and as such employees in this position may be needed to work, including after-hours, weekends and during a public emergency (to include but not limited to floods, ice storms, disease outbreak, terrorist attack, etc.).

Supervision Received: Receives direction regarding general objectives of assigned work, operates within division and agency policy using independent judgement in achieving assigned objectives; independently determines best methods and sequence to achieve assigned tasks.

Supervisory/Leadership Responsibilities: Supervise a group of employees with responsibility for assignment and flow of work, employee development, appraisal, and eliminating ordinary difficulties. Work activities likely affect the accuracy, reliability or acceptability of services to the extent that others rely on the advice given to make decisions.

Buncombe County Government realizes the importance of a diverse professional workforce and the need to foster a responsive and innovative organizational culture, one that fully engages all of our employees, honoring and building on each employee's unique experiences, opinions, and perspective.

It is the policy of Buncombe County to provide equal employment opportunities (EEO) to all persons regardless of race, natural hair or hairstyles, ethnicity, creed, color, sex, sexual orientation, gender identity or expression, national origin or ancestry, marital or familial status, pregnancy, veteran status, religious belief or non-belief, age, or disability or any other legally protected class under federal or NC State law. EEO practices and employment decisions regarding recruitment, hiring, assignment, promotion and compensation shall not be based on any of these protected classes. In addition, the County expressly prohibits any form of workplace harassment or discrimination.