Dispatch Supervisor

Job Summary

The Public Safety Dispatch Supervisor is responsible for overseeing the efficient and coordinated delivery of communication services for the Drexel University Department of Public Safety Communications Center (DUPSCC), the University community, and partnering local law enforcement agencies. This position provides direct supervision of personnel, ensures compliance with established policies and procedures, and supports the overall effectiveness of a 24-hour, seven-day-a-week communications operation.

Personnel in this role are designated as essential employees and must be available to work varied shifts and participate in an on-call rotation to ensure continuity of operations during staffing shortages, emergencies, and critical incidents.

Supplemental Information:

• In-house candidates must have a satisfactory or better rating during the last evaluation period.
• Candidates must successfully complete a Drexel Public Safety approved certification courses including but not limited to the following: APCO Public Safety Telecommunicator I, APCO Communications Center Supervisor & APCO Communications Training Officer as required.
• Background investigations are required for all new hires. Employment may not begin until the University has reviewed and approved the results. This includes:
  • Successful completion a comprehensive background investigation, including education verification, employment history, reference checks, driver’s license verification, driving record review, and criminal history check.
  • Successful completion a pre-employment physical examination, including drug and alcohol screening, and a psychological evaluation.
  • Annual background and driver’s license checks.
  • Signing of and adherence to a confidentiality agreement regarding sensitive and confidential University information.

Essential Functions

• Supervises Public Safety Dispatchers during daily operations, ensuring efficient and effective service delivery.
• Participates in recruitment efforts, including screening applicants and making recommendations regarding hiring, discipline, and termination.
• Plans, organizes, prioritizes, and assigns work; delegates responsibilities to ensure appropriate staffing and operational coverage.
• Evaluates employee performance; provides coaching, mentoring, and corrective action as necessary.
• Manages staff schedules; adjusts staffing and procedures to meet operational demands.
• Monitors communications activity for quality assurance monthly reports and quarterly analysis including telephone calls, radio transmissions, and calls for service.
• Provides training, guidance, and performance feedback; assists employees in resolving work-related issues.
• Assists in developing and maintaining training manuals and reference materials.
• Interprets and ensures compliance with University, Department of Public Safety, and DUPSCC policies, procedures, and applicable laws.
• Applies sound supervisory principles and exercises independent judgment, particularly in emergency situations.
• Ensures operational readiness of communications systems, including CAD, radio systems, CCTV, access control, alarm monitoring, and emergency telephone systems.
• Identifies and recommends improvements to workflows, procedures, and equipment.
• Provides instruction and support to police officers, security personnel, and other stakeholders.
• Maintains and updates operational data, including maps, hazard information, and system records.
• Performs the duties of a Public Safety Dispatcher as needed.
• Participates in an on-call rotation and responds to operational needs as required.
• Performs other related duties as assigned.

Required Qualifications

• HS Diploma or GED.
• Minimum of one (1) year of dispatching experience in an emergency communications or public safety dispatch center.
• Minimum of one (1) year of experience in a leadership or supervisory role within a communications or public safety environment.
• Must possess APCO Communications Training Officer (CTO), APCO Supervisor, APCO Communications Center Manager, or a comparable certification. Certification may be considered in lieu of additional dispatch experience beyond the minimum requirement.
• Must be available to work any shift, including days, evenings, overnights, weekends, and holidays, in a 24-hour, 7-day-a-week operation.
• Must be available to participate in an on-call rotation and respond in a timely manner to urgent or critical situations.
• Ability to distinguish between colors and shades of colors.
• Ability to operate CAD, NCIC/PCIC, CCTV, access control, alarm monitoring, and related systems.
• Ability to perform basic mathematical calculations.

Preferred Qualifications

• College coursework or degree in Criminal Justice, Communications, Public Safety, or a related field.
• Knowledge of emergency communications center operations and dispatch procedures.
• Knowledge of NCIC/PCIC or similar criminal justice information systems.
• Knowledge of terminology, codes, and procedures used in public safety communications, telecommunications systems, CCTV, access
• control, alarm monitoring, and radio systems.
• Knowledge of applicable federal, state, and local laws governing telecommunications and public safety operations.
• Ability to establish and maintain effective working relationships.
• Ability to communicate effectively, both orally and in writing.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Ability to operate standard office equipment and software, including Microsoft Office applications.
• Ability to remain calm and make sound decisions in high-stress and emergency situations.
• Ability to analyze information, define problems, collect data, and draw accurate conclusions quickly.
• Ability to communicate clearly and concisely via radio, telephone, and electronic systems.
• Ability to follow written, verbal, and electronic instructions.

Physical Demands

• Typically sitting at a desk/table
• Typically bending, crouching, stooping
• Lifting demands 25lbs

Location

• University City - Philadelphia, PA

Additional Information
This position is classified as Non-Exempt, grade I. Compensation for this grade ranges from $19.69 to $29.54 per hour. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate’s qualifications and experience, department budget, and an internal equity review.

Applicants are encouraged to explore the Professional Staff salary structure and Compensation Guidelines & Policies for more details on Drexel’s compensation framework. For information about benefits, please review Drexel’s Benefits Brochure.

Special Instructions to the Applicant
Please make sure you upload your CV/resume and cover letter when submitting your application.

Application Process

1. A review of applicants will begin once a suitable candidate pool is identified.
2. Pre-employment testing may be administered, if applicable.
3. Candidates will participate in one or more interviews.
4. A comprehensive background investigation will be conducted.
5. A conditional offer will be extended, contingent upon successful completion of a physical examination, drug and alcohol screening, and psychological evaluation.
6. Selected candidates will complete orientation and required training.