E911 EMD - Communications Dispatcher Supervisor I

Open until 8/17/2026

About the Role

Performs supervisory and administrative tasks within the communications center of the Atlanta Police Department. Duties include communicating effectively with city and county police officers, medical, AFRD, and EMS personnel; maintaining their status to ensure safety; answering multiple telephone lines and dispatching as required; handling emergency and fast-paced situations; providing the public with information and assistance; and maintaining a variety of records, files, and logs.

Normally receives very general guidance regarding overall mission, scheduling, and unusual priorities but is free to set work methods, timetables, and performance standards. Focus is primarily on end results and is typically collaborative. Makes decisions on technical issues, diagnoses, or procedures in collaboration with other supervisors or managers.

Responsibilities

• Supervises, directs, and evaluates assigned staff/trainees, handling employee concerns and problems, directing work, counseling, disciplining, and assisting in completing employee performance appraisals and assessments.
• Oversees day-to-day operation of E911 and medical emergency dispatch for APD and AFRD.
• Organizes, prioritizes, and distributes work assignments to subordinate dispatch personnel/trainees to meet departmental goals and objectives.
• Guides and trains employees on proper procedures and protocol; provides technical assistance as needed.
• Directs and administers work assignments of subordinate personnel; reviews and approves personal leave, sick, and vacation requests.
• Performs multiple tasks simultaneously; takes appropriate action in stressful life/death situations while remaining calm.
• Answers multiple telephone lines, handles all 911 calls within Atlanta Police Department jurisdiction or transfers calls to the appropriate agency.
• Maintains field unit status to ensure the safety of officers during activities such as accidents, hazardous incidents, and pursuits.
• Communicates effectively over law enforcement and police radio channels; initiates and responds to calls, issues case numbers, and notifies services like wreckers, cabs, and utilities when requested.
• Provides the public with directions, referrals, and information regarding community situations; addresses citizen complaints and concerns.
• Plans and maintains dispatcher schedules; adjusts staffing and authorizes overtime to ensure full coverage.
• Attends meetings, seminars, and training sessions to stay current with departmental and city operations, policies, and legal updates.
• Evaluates calls to determine signals and priorities.
• Maintains daily, monthly, and yearly 911 statistics and call delay reports; prepares statistical information for performance evaluations and disciplinary packages.
• Completes maintenance requests for equipment needing service or repair.
• Works closely with shift Lieutenants as needed; substitutes for co-workers in their absence and performs flexible unit assignments during emergencies.
• Requires certifications in Emergency Police Dispatch (EPD), Emergency Fire Dispatch (EFD), and Emergency Medical Dispatch (EMD) to assess and determine proper emergency responses.
• Applies organizational policies; may make purchasing or resource allocation decisions within guidelines.
• Exercises independent judgment in dispatching emergency calls and handling emergency situations.
• Has formal supervisory authority over a large work group, including training, coaching, discipline, performance management, and scheduling.
• Performs other administrative tasks as assigned.

Requirements

• High School Diploma/GED or equivalent.
• Valid Emergency Medical Dispatch (EMD) and Cardiopulmonary Resuscitation (CPR) Certification, and American Heart Association (BLS) Certification.
• At least 6 years of experience in communications dispatching, including 3 years of supervisory/management/leadership experience within a 911 Center.
• At least 2 years of experience as an Emergency Medical Dispatcher (EMD) in a 911 center or equivalent experience in Emergency Medical Services (EMS).
• Must complete Fire and Police Supervisor Training within 12 months of employment.
• Applicants cannot be on probation or have had adverse actions of 2 days or more within the last 12 months.
• Must obtain GCIC, Emergency Police Dispatch (EPD), and Emergency Fire Dispatch (EFD) certifications within 6 months of employment and maintain them.
• Must complete 10 hours of Continuing Education Units (CEU) as instructed by Training.
• Must become POST certified through the state of Georgia within the first six months of employment.
• May be required to attain and maintain additional certifications specific to the assigned unit.

Preferred Qualifications

• Bachelor’s degree in business/public administration, emergency management, or a related field.
• 8-10 years of experience as a communications dispatcher or in a closely related area.
• 5 or more years of supervisory/management/leadership experience.

Skills

• Knowledge of dispatching and communication systems, local law enforcement practices, and AFRD policies and procedures.
• Knowledge of techniques and procedures used in operating emergency communications equipment.
• Knowledge of customer service standards and best practices.
• Knowledge of terminology, principles, and methods utilized within the department.
• Knowledge of administrative practices, policies, and procedures.
• Skill in listening and communicating effectively to convey information verbally and in writing.
• Skill in operating computers with proficiency in various applications and software.
• Skill in empathetic listening techniques.
• Skill in organizational management and human relations.
• Ability to implement long-term goals for departmental effectiveness and efficiency.
• Ability to follow and monitor policies, procedures, and performance of subordinates.
• Ability to speak with a clear, well-modulated voice.
• Ability to remain calm under pressure and during stressful workloads or emergency calls.
• Ability to speak English rapidly, clearly, and concisely.
• Ability to dispatch and handle emergency calls continuously under time constraints.
• Ability to simultaneously communicate, interpret communication, and accurately enter data into a computer system.

Work Environment

Required physical, lifting, and sensory capabilities include sedentary work: exerting up to 10 pounds of force occasionally and/or negligible force frequently to lift, carry, push, pull, or move objects.