Police - 911 Shift Supervisor

Job Summary: The 911 Shift Supervisor provides direct first-line supervision, leadership, and operational oversight of Communications Specialists assigned to a shift within the 911 Communications Center. This position performs emergency and non-emergency call-taking and dispatching duties and serves as the shift's primary supervisor. The 911 Shift Supervisor ensures that calls for service are handled in a timely, accurate, professional, and policy-compliant manner. This position monitors daily operations, supports employee performance, coordinates communications during critical incidents, assists with training and quality assurance, and serves as the primary point of contact for operational issues during the assigned shift. This position requires sound judgment, strong leadership, the ability to remain calm under pressure, and a thorough understanding of emergency communications operations, public safety procedures, and departmental policies. This is a Safety-Sensitive position. Based on the La Vergne Police Department selection standards, the following items are immediate disqualifiers :Conviction of any criminal offense classified as a misdemeanor under Tennessee law within three (3) years prior to application and/or a conviction of two (2) or more misdemeanor offenses under Tennessee law as an adult. Admission of having committed any act amounting to a felony under Tennessee law as an adult within five (5) years prior to application. Admission of any act of domestic violence as defined by law, committed as an adult. Admission of any criminal act against children. Having been disciplined by any employer (including military) as an adult for abuse of leave, gross insubordination, dereliction of duty, or persistent failure to follow established policies and regulations. Being involuntarily dismissed (for any reason other than lay-off) from three (3) or more employers as an adult. Resigning from any three (3) paid positions (as an adult) without notice, except where the presence of a hostile work environment is alleged. Any use or possession of a drug classified as a hallucinogenic (LSD) within ten (10) years prior to application; Any use or possession of marijuana within one (1) year prior to application; Any other illegal use or possession of a drug not mentioned above (including cocaine and LSD) within five (5) years prior to application. Failure to divulge to the department any information about personal illegal use or possession of drugs. Any unlawful use or possession of a drug classified as an anabolic steroid or human growth hormone (HGH) within two (2) years prior to application.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

Supervisory Duties: Provides direct supervision to Communications Specialists assigned to the shift. Oversees daily shift operations within the Communications Center. Ensures proper staffing, station assignments, and workload distribution. Conducts shift briefings and relays important operational information. Monitors employee performance and provides coaching, guidance, and correction as needed. Promotes teamwork, professionalism, accountability, and positive morale. Ensures employees follow departmental policies, procedures, rules, and regulations. Documents performance concerns, policy violations, commendable actions, and operational issues. Reports significant personnel concerns to management through the chain of command. Assists with resolving routine employee questions or concerns during the shift. Recommends corrective action or additional training when appropriate. This position does not typically have final authority to hire, terminate, suspend, demote, or issue final disciplinary action unless specifically delegated by the department or city.

Emergency Communications Duties: Answers emergency 911 calls and non-emergency administrative calls. Obtains, verifies, and enters accurate information into the Computer-Aided Dispatch system. Prioritizes calls for service based on urgency, available information, and departmental procedures. Dispatches police, fire, EMS, and other emergency or support resources. Monitors radio traffic and maintains officer, firefighter, EMS, and responder safety. Coordinates emergency communications during high-priority incidents. Provides pre-arrival or emergency medical instructions when certified and authorized. Maintains awareness of active calls, unit status, resource availability, and field activity. Operates multiple communication systems simultaneously, including radio, telephone, CAD, RMS, mapping, and emergency notification systems.

Operational Oversight: Serves as the senior communications authority during assigned shift hours. Makes operational decisions during routine and emergency incidents. Coordinates Communications Center response during major incidents, pursuits, officer emergencies, severe weather, disasters, and multi-agency events. Ensures proper notifications are made to command staff, department leadership, and outside agencies. Coordinates mutual aid or additional resources when needed. Ensures continuity of operations during equipment failures, staffing shortages, or unusual circumstances. Maintains a calm and controlled work environment during stressful incidents. Ensures shift logs, CAD entries, and operational documentation are complete and accurate.

Training and Quality Assurance: Assists with the training and development of Communications Specialists. Supports Communications Training Officers and assists with trainee progress monitoring. Provides on-the-job coaching and immediate feedback. Identifies training needs and reports them to management. Participates in quality assurance reviews as assigned. Reviews calls, radio traffic, CAD entries, and documentation for accuracy and compliance. Assists in ensuring mandatory training, certifications, and continuing education requirements are completed. Reinforces department expectations related to customer service, professionalism, officer safety, and policy compliance.

Administrative Duties: Completes required shift reports, logs, and documentation. Documents staffing issues, callouts, overtime needs, and equipment problems. Assists with scheduling adjustments as authorized. Tracks operational concerns and communicates them to management. Ensures workstations and shared areas are maintained in a professional and operationally ready condition. Reports equipment malfunctions and assists with implementation of backup procedures. Maintains confidentiality of sensitive, criminal justice, medical, and personnel information.

MINIMUM QUALIFICATIONS: Must be a minimum of eighteen (18) years of age. Must possess a high school diploma or a General Equivalency Diploma (GED) recognized by the Tennessee Department of Education. Minimum of five (5) years of full-time emergency communications, 911 dispatch, or public safety dispatch experience required in an agency of equivalent size. Prior experience as a Communications Training Officer, Lead Dispatcher, Acting Supervisor, or equivalent leadership role preferred.