Emergency Dispatch Supervisor Job Description [Updated for 2025]

In the fast-paced world of emergency services, the role of the Emergency Dispatch Supervisor has never been more crucial.

As crises continue to emerge, the demand for skilled leaders who can manage, streamline, and oversee our emergency response systems grows exponentially.

But let’s delve deeper: What’s really expected from an Emergency Dispatch Supervisor?

Whether you are:

• A job seeker looking to understand the core of this role,
• A hiring manager constructing the profile of the perfect candidate,
• Or merely fascinated by the intricacies of emergency dispatch supervision,

You’re in the right place.

Today, we present a customizable Emergency Dispatch Supervisor job description template, designed for effortless posting on job boards or career sites.

Let’s dive right in.

Emergency Dispatch Supervisor Duties and Responsibilities

Emergency Dispatch Supervisors play an important role in emergency services, managing the communication between the public and emergency response teams.

They need to ensure that the dispatch center operates effectively and efficiently.

Their duties and responsibilities include:

• Supervising and coordinating the activities of emergency dispatch personnel
• Training new dispatchers and providing ongoing training for existing staff
• Monitoring calls to ensure that proper procedures are followed
• Ensuring efficient and effective dispatch of emergency services such as police, fire, and ambulance
• Preparing work schedules and ensuring sufficient staffing at all times
• Assessing performance of dispatch staff and providing feedback
• Maintaining communication systems and ensuring they are in good working order
• Addressing and resolving complaints or issues related to dispatch services
• Developing, implementing, and reviewing policies and procedures for the dispatch center
• Compiling and maintaining records of dispatch activities, including response times and outcomes
• Collaborating with other emergency services agencies and stakeholders
• Ensuring compliance with local, state, and federal regulations in dispatch operations

 

Emergency Dispatch Supervisor Job Description Template

Job Brief

We are in search of a dedicated Emergency Dispatch Supervisor to oversee the efficient operation of our emergency communications center.

The ideal candidate will be responsible for supervising the dispatch team, coordinating emergency response, and ensuring that all procedures are followed accurately and promptly.

The Emergency Dispatch Supervisor should have a strong understanding of emergency dispatch operations, excellent leadership skills, and the ability to make critical decisions in high-pressure situations.

 

Responsibilities

• Supervise and direct dispatch team during shifts, ensuring efficient operation of the center
• Coordinate emergency response and allocate resources effectively
• Train new dispatchers and provide regular refresher training for existing staff
• Monitor and evaluate dispatcher performance, providing feedback and disciplinary action when necessary
• Maintain accurate records of dispatch activities
• Ensure compliance with all local, state, and federal laws and regulations
• Implement and maintain standard operating procedures
• Communicate effectively with other agencies and departments
• Ensure the maintenance of dispatch equipment and software

 

Qualifications

• Proven experience as an emergency dispatcher or similar role
• Experience in supervisory or managerial role
• Excellent knowledge of emergency dispatch procedures and protocols
• Ability to make critical decisions under pressure
• Exceptional leadership and communication skills
• Proficiency in relevant dispatch software
• High school diploma or equivalent, higher education preferred
• Certification in Emergency Medical Dispatch (EMD) and/or Emergency Fire Dispatch (EFD) is a plus

 

Benefits

• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Emergency Dispatch Supervisor
• Work Environment: This position is typically based in an emergency dispatch center. The nature of the role may require working in shifts, including nights, weekends, and holidays.
• Reporting Structure: Reports to the Emergency Services Director or equivalent.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Location: [City, State] (specify the location)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does an Emergency Dispatch Supervisor Do?

Emergency Dispatch Supervisors are critical personnel in the emergency services sector.

They are responsible for overseeing and managing the activities of a team of emergency dispatchers who handle emergency calls.

Their primary role is to ensure that all calls for emergency services like fire, police, and medical emergencies are promptly and efficiently responded to.

They monitor and supervise the dispatchers as they process and prioritize emergency calls, dispatching the necessary emergency units as required.

Emergency Dispatch Supervisors also provide vital support to their team.

They step in to handle complex or challenging calls, and they offer guidance and training to dispatchers to ensure they’re able to perform their roles to the best of their ability.

In addition to the above, these supervisors also manage administrative tasks such as creating shift schedules, maintaining personnel records, and ensuring compliance with all relevant regulations and standards.

They are also responsible for communicating with other emergency response agencies and regularly reviewing and updating the procedures and protocols of the dispatch center.

This ensures the center operates at its most effective and efficient, providing the best possible service to those in need.

In a crisis, Emergency Dispatch Supervisors are the unsung heroes, ensuring that help arrives as soon as possible and that their team of dispatchers are well-trained and ready to respond.

 

Emergency Dispatch Supervisor Qualifications and Skills

An Emergency Dispatch Supervisor must have a unique set of skills and qualifications to efficiently manage emergency communications, such as:

• Outstanding communication skills to relay critical information to and from emergency service personnel and the public in high-pressure situations.
• Excellent leadership and management skills to supervise and coordinate the activities of emergency dispatch teams.
• Ability to analyze situations quickly and objectively and to determine the proper course of action to be taken.
• Strong multitasking abilities to handle multiple phone lines and radio frequencies simultaneously.
• Resilience and emotional stability to deal with distressing or traumatic situations calmly and effectively.
• High level of attention to detail for accurately recording and recalling information.
• Strong knowledge of emergency codes, procedures, and the geographical area served.
• Proficiency in the use of dispatching equipment and computer systems for data input and retrieval.
• Excellent customer service skills to handle public inquiries and complaints in a courteous manner.
• Ability to provide training and guidance to less experienced dispatchers.

 

Emergency Dispatch Supervisor Experience Requirements

Emergency Dispatch Supervisor is a crucial role that requires significant experience due to its high-stakes nature.

Entry-level candidates for this position usually have at least 2 to 3 years of experience in a dispatch or call center environment.

This experience often involves roles such as Emergency Dispatcher, Call Center Operator, or Public Safety Telecommunicator, where they gain hands-on experience dealing with emergency situations and familiarizing themselves with dispatch protocols and equipment.

Candidates with more than 5 years of experience typically have solidified their foundational skills and have a deep understanding of dispatch operations, which can include training in emergency medical dispatch protocols, crisis communication, and critical incident stress management.

These candidates may also have experience in mentoring or coaching roles, as these skills are highly applicable in a supervisory role.

Those with over 7 years of experience often have developed strong leadership skills and have experience in team management.

They may have served in roles such as Shift Lead or Dispatch Manager.

This experience is invaluable in preparing candidates for the responsibilities of an Emergency Dispatch Supervisor, which include overseeing dispatch operations, managing and leading a team of dispatchers, and ensuring the effective response to emergencies.

In addition, professional certifications such as Emergency Medical Dispatcher (EMD) certification, Certified Public-Safety Executive (CPE) certification, or Certified Emergency Number Professional (ENP) certification can be valuable additions to a dispatcher’s experience, providing specialized knowledge and credibility to their expertise.

 

Emergency Dispatch Supervisor Education and Training Requirements

Emergency Dispatch Supervisors typically require a high school diploma or equivalent.

However, some organizations may prefer candidates with an associate’s or bachelor’s degree in communications, criminal justice, or a related field.

Extensive experience as an emergency dispatcher is usually required, typically around five years, as this role involves supervising other dispatchers.

Additionally, certification is commonly required.

The Emergency Medical Dispatcher (EMD) certification, for example, provides training in medical procedures and protocols over the phone.

Other relevant certifications include the Emergency Telecommunicator Certification (ETC) and the Emergency Fire Dispatcher (EFD) certification.

Beyond these certifications, a Certified Public-Safety Executive (CPE) designation or a Registered Public-Safety Leader (RPL) designation from an organization like the Association of Public-Safety Communications Officials (APCO) could be beneficial for those seeking leadership roles.

Emergency Dispatch Supervisors also need to have excellent communication and decision-making skills, as they will often need to make split-second decisions in stressful situations.

Ongoing training and courses in crisis management, conflict resolution, and leadership can be beneficial.

In addition, they should have a good understanding of local, state, and federal regulations and be familiar with the latest technology and software used in emergency dispatch centers.

As with most jobs, this role requires continuous learning and skill development to keep up with technological advancements and changes in protocol.

 

Emergency Dispatch Supervisor Salary Expectations

The average wage for an Emergency Dispatch Supervisor is $57,500 (USD) per year.

However, the actual earnings can fluctuate based on factors such as the number of years of experience, the city or state of employment, and the specific organization that one is employed with.

 

Emergency Dispatch Supervisor Job Description FAQs

What skills does an Emergency Dispatch Supervisor need?

An Emergency Dispatch Supervisor should possess excellent leadership skills to manage a team of dispatchers.

They should have strong communication skills to handle high-pressure situations and relay information accurately and swiftly.

They also need to have good decision-making skills to prioritize emergencies and allocate resources effectively.

 

Do Emergency Dispatch Supervisors need a degree?

While a degree is not always required, some employers prefer candidates with a degree in public safety, emergency management, or a related field.

More importantly, an Emergency Dispatch Supervisor should have substantial experience in emergency dispatching and some experience in a supervisory role.

They also need to have completed a dispatcher certification program and should be knowledgeable about emergency medical protocols and procedures.

 

What should you look for in an Emergency Dispatch Supervisor resume?

When hiring an Emergency Dispatch Supervisor, look for candidates with a strong background in emergency dispatch and crisis management.

Previous experience in a leadership role is also essential.

The resume should highlight their knowledge of local geography, emergency medical procedures, and disaster management.

They should also possess relevant certifications in dispatching and crisis management.

 

What qualities make a good Emergency Dispatch Supervisor?

A good Emergency Dispatch Supervisor is calm under pressure and can make crucial decisions swiftly.

They should have excellent communication skills to convey instructions clearly and effectively.

They should also be adept at managing and leading a team, and have the ability to provide constructive feedback and training when necessary.

 

Is it challenging to hire an Emergency Dispatch Supervisor?

Hiring an Emergency Dispatch Supervisor can be a challenging task due to the unique skill set and experience required for the job.

Finding candidates with the right balance of emergency dispatch experience, leadership skills, and the ability to handle high-pressure situations can be difficult.

It’s important to provide competitive compensation and stress the importance of this role in maintaining public safety to attract qualified candidates.

 

Conclusion

And there you have it.

Today, we’ve shed light on the high-stakes role of an emergency dispatch supervisor.

Surprise, surprise?

It’s not just about answering calls.

It’s about orchestrating critical response, one emergency at a time.

With our definitive emergency dispatch supervisor job description template and real-world examples, you’re poised to take action.

But why halt your progress?

Explore further with our job description generator. It’s your go-to tool for crafting precise job listings or fine-tuning your resume to absolute precision.

Remember:

Every call answered is a life potentially saved.

Let’s safeguard that future. Together.

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