How to Be Police/Fire Dispatcher Supervisor - Job Description, Skills, and Interview Questions

Nov 13, 2020 / 5 Minutes Read / By Albert

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Police and fire dispatchers play a critical role in emergency response. As the supervisor of such a team, it is the responsibility of the Police/Fire Dispatcher Supervisor to ensure that dispatchers are properly trained and equipped to meet the demands of the job. This includes having an in-depth knowledge of emergency communications protocols, computer programs, and emergency service policies.

By providing proper training and support to the team, the supervisor can help to ensure that dispatchers are able to provide timely and effective responses to emergency calls. This, in turn, reduces response times and increases public safety by helping to prevent and reduce crime, fires, and other emergencies. the supervisor must also ensure that dispatchers maintain strong communication skills and are able to effectively interact with callers in order to properly assess the situation and offer appropriate instructions.

By properly managing the team, the supervisor helps to ensure that dispatchers are able to provide an efficient and effective response to emergencies.

Steps How to Become

Obtain a high school diploma or GED. Most employers prefer to hire supervisors who have at least a high school diploma or GED.
Pursue a degree in emergency services. Although it is not always required, some employers prefer to hire supervisors who have a degree in emergency services or a related field.
Obtain certification as a police or fire dispatcher. Before you can become a supervisor, you must first obtain certification as a dispatcher.
Gain experience. Most employers require applicants to have at least two years of experience in the field before they are eligible for supervisory roles.
Apply for a supervisor position. Once you have the required experience and qualifications, you can begin applying for supervisor positions.
Take on additional duties and responsibilities. As a supervisor, you will be responsible for completing additional tasks, such as coordinating schedules and managing employees. You may also be asked to provide training and mentorship to new dispatchers.
Stay up-to-date with industry trends and technology. As a supervisor, it is important that you stay abreast of changes and advancements in the field of emergency services.

The key to becoming a successful Police/Fire Dispatcher Supervisor is to possess the necessary skills and competencies. To cultivate these, a combination of education, training, and experience is essential. A college degree in criminal justice or communications is a good starting point for aspiring supervisors.

Training programs, such as those offered by the National Academy of Emergency Dispatch, can help dispatchers gain the necessary expertise to address emergency situations. With experience comes increased understanding of the systems and protocols involved in dispatching. This experience can also help build valuable communication and problem-solving skills.

Supervisors must also have strong interpersonal and managerial skills to effectively manage their staff. Having the right skill set can make a tremendous difference in how successful a supervisor is in the role.

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Job Description

Coordinate emergency responses of police and fire departments
Supervise police and fire dispatchers
Monitor and evaluate the performance of dispatchers
Develop and enforce operational policies and procedures
Coordinate the dispatch of personnel and resources
Liaise with other law enforcement and emergency response personnel
Maintain accurate logs, records, and reports of emergency calls
Ensure compliance with local, state, and federal regulations
Respond to customer inquiries
Evaluate personnel performance
Resolve conflicts between personnel
Assist in the training of new dispatchers

Skills and Competencies to Have

Communication Skills: Ability to listen, comprehend, and respond appropriately to inquiries and requests.
Interpersonal Skills: Ability to establish and maintain professional relationships with both internal and external stakeholders.
Problem-Solving Skills: Ability to identify problems, analyze data, and develop solutions in a timely manner.
Decision-Making Skills: Ability to make sound decisions in critical situations.
Leadership Skills: Ability to motivate, direct, and evaluate personnel.
Computer Skills: Proficiency in relevant software applications and databases.
Time Management Skills: Ability to prioritize tasks and manage workflow efficiently.
Organizational Skills: Ability to manage multiple duties simultaneously.
Conflict Resolution Skills: Ability to mediate disputes and find mutually acceptable solutions.
Stress Management Skills: Ability to remain calm in stressful situations.

Being a Police/Fire Dispatcher Supervisor requires an individual to possess a wide range of skills and abilities. Effective communication is perhaps the most important skill to have in order to excel in this role. The ability to effectively communicate with both the public and law enforcement/fire personnel is essential to being able to efficiently and accurately dispatch resources quickly and accurately.

Good organizational skills are also necessary in order to effectively coordinate personnel, resources, and equipment in response to emergency situations. Furthermore, having excellent problem-solving skills is also important in order to be able to anticipate any potential issues that could arise and respond accordingly. Finally, having a good understanding of the protocols and procedures in responding to emergencies will ensure that the team can provide the best possible service to those in need.

All of these skills are necessary in order for the supervisor to be able to effectively manage the dispatcher team and ensure that they are providing the highest level of service.

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Frequent Interview Questions

What experience do you have in a supervisory role?
How would you manage and train a team of dispatchers?
Describe a difficult situation you encountered in your previous role and how you handled it.
What strategies do you have for maintaining a positive working environment?
How have you improved the efficiency of a police/fire dispatcher team?
What methods do you use to motivate and ensure the performance of your team?
Describe a situation where you had to make a difficult decision in a fast-paced environment.
What procedures have you developed to ensure accurate information is relayed to first responders?
How do you handle conflict resolution between dispatchers and first responders?
What experience do you have in developing and managing emergency protocols?

Common Tools in Industry

Computer Aided Dispatch (CAD). A computer-based system for managing incoming calls, dispatching personnel, and tracking resources. (e. g. Zetron Max CAD).
Radio Communication System. An electronic system used to communicate with field personnel and units. (e. g. Icom F5021).
Incident Management Software. Software used to manage and coordinate various aspects of an incident, such as personnel, equipment, and other resources. (e. g. Incident IQ).
Training Materials. A library of training materials used to educate personnel on proper procedures, protocol, and safety.
Database Management System. A system used to store and manage data, such as incident and personnel records. (e. g. Oracle Database).
Scheduling Software. Software used to manage the scheduling of personnel for shifts and other duties. (e. g. Intuit QuickBooks).
Report Writing Software. Software used to generate reports for supervisors, such as incident reports and personnel records. (e. g. Microsoft Word).
Performance Evaluation System. An automated system used to evaluate the performance of personnel based on established criteria. (e. g. Trakstar Performance Management).

Professional Organizations to Know

National Emergency Number Association (NENA)
International Academies of Emergency Dispatch (IAED)
Association of Public-Safety Communications Officials International (APCO)
Major Cities Chiefs Association (MCCA)
National Association of State 911 Administrators (NASNA)
National Emergency Management Association (NEMA)
National Association of Counties (NACo)
National Public Safety Telecommunications Council (NPSTC)
International Association of Fire Chiefs (IAFC)
International Association of Chiefs of Police (IACP)

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Common Important Terms

Emergency Dispatch. The process of sending a police or fire response unit to a situation where help is needed.
Incident Command System (ICS). A standardized approach to the command, control, and coordination of emergency response operations.
Call Taking. The process of receiving and recording incoming calls for police or fire service.
Radio Room. The area in a dispatch center where calls are received and dispatched.
Command Post. The area at an incident scene where personnel are organized and incident operations are managed.
Dispatch Log. A record kept by dispatchers of all calls received and dispatched.
Dispatch Center. The physical location or facility from which dispatch operations are conducted.
Computer Aided Dispatch (CAD). A computerized system used to record and track calls, incidents, and units.
Dispatch Protocols. Standard operating procedures and guidelines for dispatching police and fire resources.
Emergency Medical Dispatch (EMD). The process of providing medical instructions to callers while awaiting the arrival of EMS responders.

Frequently Asked Questions

What qualifications are necessary to become a Police/Fire Dispatcher Supervisor?

The minimum qualifications for a Police/Fire Dispatcher Supervisor typically include a high school diploma, a minimum of two years of experience as a dispatcher, and certification in Emergency Medical Dispatch (EMD).

What duties does a Police/Fire Dispatcher Supervisor perform?

A Police/Fire Dispatcher Supervisor is responsible for supervising the daily operations of a dispatch center, including scheduling, training, and evaluating dispatchers. They also handle complex radio traffic, coordinate with other departments, maintain records, and respond to emergency situations.

What type of environment does a Police/Fire Dispatcher Supervisor typically work in?

Police/Fire Dispatcher Supervisors typically work in a dispatch center or similar office setting. They may be exposed to stressful and high-pressure situations and must be able to work effectively in a 24/7 environment.

What is the average salary for a Police/Fire Dispatcher Supervisor?

The average salary for a Police/Fire Dispatcher Supervisor is around $55,000 per year. Pay can vary depending on location, experience, and other factors.

What skills are important for a Police/Fire Dispatcher Supervisor?

A Police/Fire Dispatcher Supervisor must have excellent communication and problem-solving skills. They should also be knowledgeable about emergency protocols and procedures, have strong organizational skills, and be able to remain calm and composed in high-pressure situations.

Web Resources

Supervisor, Police Dispatch | University of Houston-Downtown www.uhd.edu
Police, Fire, EMS Dispatcher/E911 Call Taker - career.arizona.edu career.arizona.edu
911 Dispatcher Certification | Emergency Telecommunicator www.911dispatcheredu.org