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911 Emergency Communications Shift Supervisor

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911 Emergency Communications Shift Supervisor

Salary

$63,242.00 - $98,103.00 Annually

Location

Durham, NC

Job Type

Full time with benefits

Job Number

25-05591

Department

Emergency Communications (911)

Opening Date

08/28/2025

Closing Date

9/18/2025 12:00 AM Eastern

+ Description

+ Benefits

+ Questions

Position Description

Work, Serve, Thrive. With the City of Durham

Advance in your career while making a real difference in the community you serve.

Hiring Range: $63,242 - $74,805

Work Day/Hours: 5 PM - 5 AM; 5 AM - 5 PM

The Durham Emergency Communications Center (http://durhamnc.gov/435/Emergency-Communications) works to provide City and County residents the fastest, most-efficient emergency call response possible while ensuring the safety of our police, fire and emergency medical services responders. Our state-of-the art center was the first, and currently one of only three, in the nation to hold both emergency medical dispatch accreditation from the Commission for Accreditation of Law Enforcement Agencies and Project 33 agency training program certification from APCO International. We are constantly finding ways to improve the quality of assistance we provide to the community, knowing service is our one and only product. If innovating and serving in a fast-paced environment are for you, bring your talent and skills to Durham!

This position is devoted to emergency 911 police and fire telecommunications, non-emergency call taking, and police, fire and EMS dispatch communications. Position provides supervision to emergency communications call taking, call processing and dispatching function, oversee the training function, or oversee the quality improvement unit.

Position is responsible for assisting with scheduling, timekeeping, training, quality assurance, performance evaluation, implementing discipline procedures, resolving employee issues, record keeping performing all the duties of a “Master Communications Officer,” assist the training division as needed, coordinating and developing classroom training programs including planning and scheduling courses, choosing training methods, educating trainees; assisting administrative staff with in-service training and/or administrative functions. This position may supervise paraprofessional and support staff including conducting performance evaluations, coordinating training, and implementing hiring, discipline, and termination procedures.

Duties/Responsibilities

+ Supervises an emergency telecommunications shift; prepares work schedules; monitors timesheets; performs quality assurance duties including inspecting work and evaluating performance; implements discipline procedures; reviews and resolves employee issues; and ensures that all operations comply with applicable policies and procedures.

+ Coordinates and develops training programs; develops and compiles training information; plans and schedules courses; chooses training methods; designs and conducts training classes; and provides guidance to trainees as assigned.

+ Assists higher-level staff with in-service training and/or administrative functions; assists with identifying training needs, prepares staff developmental plans; and prepares and maintains training and other reports and records.

+ Coordinates with City departments, and external agencies to design training programs, plan events, dispatch services, and refer callers.

+ Performs call taking and dispatching tasks including answering 911 emergency and non-emergency calls, monitoring call traffic, operating multi-line automatic call-distribution telephone and radio console systems, and dispatching and coordinating appropriate services.

+ Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies; enters and updates data into computer-aided dispatch systems; and coordinates with multiple agencies to facilitate dispatching and referral.

+ Performs other duties of a similar nature and level as assigned.

+ Assisting with scheduling, timekeeping, training, quality assurance, performance evaluation, and implementing discipline procedures.

+ Ensures minimum staffing levels are maintained at all times.

+ Resolving employee issues.

+ Maintaining records.

+ Performing all the duties of a “Master Communications Officer,” Emergency Communications Specialist as needed.

+ Monitors performance of all systems in the 9-1-1 Center and reports outages and issues.

Minimum Qualifications & Experience

+ High School Diploma or Equivalent (GED, HiSET, TASC),

+ Five years of emergency 911 communications and dispatch experience.

+ CPR certification, (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits).

+ Emergency Medical Dispatch (EMD) certification AND Either Emergency Fire Dispatch (EFD) certification OR Emergency Police Dispatch (EPD) certification at time of hire, but both must be obtained within 6 months of hire

+ Division of Criminal Information (DCI) certification, (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits).

+ National Crime Information Center (NCIC) certification (Not required at time of hire, but must be obtained within 45 days from start date, or as training permits).

+ No Class B (or higher) misdemeanor conviction in the last ten (10) years (please see a list of Class B Convictions Here (https://ncdoj.gov/wpfd\_file/class-b-misdemeanor-manual-2016-3/) )

+ No Felony Conviction

+ Please note that for any selected candidate in an operational position they must meet requirements designated by NCOEMS, by following this link you can view an FAQ outlining those employment requirements https://info.ncdhhs.gov/dhsr/EMS/faqcomp.htm#legalrec

Additional Preferred Skills

+ Emergency Telecommunicator Certification

+ North Carolina Emergency Telecommunicator and/or General Instructor Certificate

Benefits – General Full-Time Employees

+ 12-13 paid holidays per year

+ 13 standard work days of vacation per year

+ 13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement

+ 2 weeks paid military leave per year

+ Medical, dental, vision, and supplemental life insurance plans

+ State and City retirement plans

+ Short and long term disability plans

+ Paid temporary disability leave for specified conditions

+ City contribution of 13.6% into the N.C. State Retirement System

+ Paid funeral leave

+ Employee Assistance Program - personal and family counseling

+ Paid life insurance equal to annual salary

+ 48 hours for volunteer work each year*

+ 4 hours parental leave each year

+ Workman's Compensation Insurance

+ 457 Deferred Compensation Plans

Benefits - Part-Time (1,000 hours or more per year)

+ 401(k) retirement plan (5.0% of salary)

+ State retirement plan

Benefits Part-Time (Average 30 hours per week over 12 month period)

+ 401(k) retirement plan (5.0% of salary)

+ State retirement plan effective first day of the month following date of hire

+ Health insurance effective first day of the month following date of hire

+ Dental and life insurance, after one year of service

+ Pro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service

01

Where did you first hear about this opportunity?

+ City of Durham Website

+ Walk in

+ Job fair

+ Employee referral

+ Professional organization ***Please list the organization in "other" box below***

+ Internet posting ***Please list the specific web site in the "other" box below***

+ Craig's List

+ Facebook

+ LinkedIn

+ GlassDoor

+ governmentjobs.com

+ Monster.com

+ Indeed.com

+ Employment Security Commission

+ Magazine/Newspaper

+ Other

02

If you listed "other" above please give specific web site, organization, or publication.

03

Please select your highest level of COMPLETED education.

+ Less than a High School Diploma or Equivalent (GED, HiSET, TASC)

+ High School Diploma or Equivalent (GED, HiSET, TASC)

+ Associates Degree

+ Bachelor's Degree

+ Master's Degree

+ PhD or Juris Doctorate

04

How many years of related emergency 911 communications and dispatch experience do you have?

+ No related experience

+ Less than 1 year of related experience

+ 1 year but less than 5 years related experience

+ 5 years but less than 9 years related experience

+ 9 or more years related experience

05

How much supervisory experience in an Emergency Call Center do you have?

+ No related experience

+ Less than 1 year of related experience

+ 1 year but less than 3 years related experience

+ 3 years but less than 5 years related experience

+ 5 or more years related experience

06

Briefly describe your supervisory experience: If no supervisory experience, please put N/A

07

How would you rate your experience level with protocol software?

+ No experience

+ Beginner level

+ Intermediate level

+ Advanced level

+ Expert level

08

What protocol software systems are you familiar with? If no experience with protocol software systems, please put N/A

09

How would you rate your experience level with CAD?

+ No experience

+ Beginner Level

+ Intermediate Level

+ Advanced Level

+ Expert Level

10

What CAD systems are you familiar with? If no experience with CAD systems, please put N/A

11

Do you have a current and valid CPR Certification?

+ Yes

+ No, but I AM willing and able to obtain it within 45 days of my start date

+ No, and I am NOT willing or able to obtain it within 45 days of my start date

12

Do you have an Emergency Medical Dispatch (EMD) certification?

+ Yes

+ No

13

Do you have an Emergency Fire Dispatch (EFD) certification?

+ Yes

+ No, but I AM willing and able to obtain it within 6 months of my hire date

+ No, and I am NOT willing or able to obtain it within 6 months of my start date

14

Do you have an Emergency Police Dispatch (EPD) certification?

+ Yes

+ No, but I AM willing and able to obtain it within 6 months of my start date

+ No, and I am NOT willing or able to obtain it within 6 months of my start date

15

Do you have a Division of Criminal Information (DCI) certification?

+ Yes

+ No, but I AM willing and able to obtain it within 45 days of my start date

+ No, and I am NOT willing or able to obtain it within 45 days of my start date

16

Do you have a National Crime Information Center (NCIC) certification?

+ Yes

+ No, but I AM willing and able to obtain it within 45 days of my start date

+ No, and I am NOT willing or able to obtain it within 45 days of my start date

17

Do you have an Emergency Telecommunicator Certification?

+ Yes

+ No

18

Do you have a North Carolina Emergency Telecommunicator and/or General Instructor Certificate?

+ Yes

+ No

19

Have you included and/or uploaded your certification information to the application?

+ Yes

+ No

Required Question