9-1-1 Calltaker Supervisor (Day and Night Shifts Available)

Job Summary

The 9-1-1 Calltaker Supervisor is responsible for overseeing the daily operations of the 9-1-1 Calltakers and Shift Leads. This role involves monitoring, directing, coaching, and evaluating staff, ensuring policy compliance, and maintaining operational quality and efficiency. You will also coordinate some training, perform quality assurance reviews, and act as a resource during difficult or critical calls. The role requires independent judgment and supervisory discretion.

Key Responsibilities

• Supervise, instruct, and evaluate Calltakers and Shift Leads.
• Assist the Communications Manager with staffing assessments and operations monitoring.
• Oversee shift schedules and ensure proper staffing levels.
• Lead training programs and provide ongoing feedback for team development.
• Respond to and resolve operational or personnel issues.
• Maintain skills by performing regular 9-1-1 Calltaking duties.
• Manage quality assurance, conduct investigations, and recommend improvements.

Education And Experience

• High school diploma required; associate or bachelor's degree preferred.
• 2-4 years of 9-1-1 Public Safety Communications Shift Lead experience or a combination of experience and education.
• Strong knowledge of emergency communication center demands and policies.
• Proficiency in computer software with good typing speed and accuracy.
• Strong decision-making, problem-solving, and interpersonal skills.
• Ability to work days, nights, weekends, holidays, and on-call as needed.

Benefits

• 100% Employer-paid medical premiums (BCBS of Alabama), including family coverage.
• 100% Employer-paid supplemental medical insurance.
• Full pension under the Retirement Systems of Alabama (Tier 1).
• Employer-paid Term Life Insurance.
• Employer-paid Long-Term Disability.
• Employee Assistance Program.
• Optional dental, vision, short-term disability, pre-tax Flexible Spending Accounts, and a full cafeteria plan of optional benefits.
• Competitive starting pay.
• Comprehensive paid training.
• Annual cost of living increases and longevity pay increases.
• 12 paid holidays per year.
• Annual uniform allowance.
• Accrued paid sick leave and vacation.
• Other benefits available to First Responders through vendors.