Reports To: Emergency Services Chiefs (Police and Fire)
Supervises: Lead Dispatchers (Fire and Police), 9-1-1 Emergency Dispatchers

Description: The Emergency Communications Supervisor oversees the full operation of the Ridgefield Emergency Communications Center, providing leadership, technical oversight, and policy implementation across all public safety communications functions—police, fire, and EMS. This position ensures 24/7 operational readiness, regulatory compliance, and performance accountability for all dispatch personnel and systems, and serves as the principal authority for emergency communications within the Town, reporting to the Chiefs of the Emergency Departments they support.

Essential Responsibilities:

• Leadership & Administration
  • Supervise and support all dispatch personnel across fire, EMS, and law enforcement functions.
  • Serve as the primary liaison to the Emergency Services Chiefs, providing quarterly reports that include performance metrics and qualitative analyses of dispatch operations.
  • Represent the communications center in policy discussions, emergency management planning, and interagency coordination.
• Operational Oversight
  • Oversee daily communication center walk-ins, non-emergent calls, and 9-1-1 operations, including prioritization of police, fire, EMS, and public safety emergency and non-emergency communication functions.
  • Assume active leadership of dispatch functions during major or multi-agency incidents.
  • Ensure all public safety consoles (Fire/EMS, Police, Lead Dispatcher) are fully staffed, functional, and supported.
• Personnel Management
  • Recruit, train, and evaluate dispatch staff with the assistance of lead dispatchers.
  • Coordinate or delegate scheduling, leave approval, and overtime assignments to ensure continuous operational coverage.
  • Enforce performance expectations and discipline per HR policies and labor contracts, with approval of the Emergency Services Chiefs.
• Training & Quality Assurance
  • Develop and document training plans in collaboration with Lead Dispatchers and public safety training officers.
  • Ensure all dispatchers maintain required certifications: APCO PST1, EMD, NCIC/COLLECT, CPR, etc.
  • Conduct QA/QI audits on all call types; evaluate medical protocols, radio operations, and dispatcher decision-making.
  • Maintain training logs, certification records, and ensure compliance for internal QA and external audit purposes.
• Technology Management
  • Oversee CAD, radio, phone, and recording systems.
  • Coordinate with IT and vendors to troubleshoot, upgrade, and secure dispatch technologies, including CJIS compliance.
  • Ensure communications center resiliency and redundancy to prevent and mitigate communication system failures.
  • Monitor and assist in fire ground radio coordination and CAD run card accuracy.
• Compliance & Certification
  • Serve as Terminal Agency Coordinator (TAC) for CJIS/NCIC/COLLECT systems.
  • Maintain compliance with all local, state, and federal regulatory standards (e.g., APCO, NENA, CJIS, NFPA 1221, NFIRS/NERIS).
• Public Information & Community Relations
  • Direct inquiries to the appropriate Public Information Officer (PIO) during high-profile incidents or at the Chiefs’ direction.
  • Lead public education and outreach initiatives related to 911 awareness and community preparedness.

Qualifications:

• Minimum 5 years of public safety dispatch experience, including 2 years in a supervisory role.
• APCO Communications Center Supervisor Certification (or equivalent) within 1 year of appointment.
• APCO EMD Instructor Certification (or equivalent) within 1 year of appointment.
• CT State Emergency Telecommunicator Certification; NCIC/COLLECT certified within 1 year of appointment.
• Demonstrated knowledge of EMS dispatch protocols, fire ground communications, and law enforcement procedures.
• Strong leadership, crisis decision-making, and communication skills.
• Must be proficient in Microsoft Office, Outlook, and Communication software programs, CAD systems.

Working Conditions and Physical Requirements:

• High-stress, secure environment; exposure to traumatic situations via audio or radio or walk-ins.
• On-call availability for major incidents or system issues.
• Ability to work flexible or extended hours as needed.
• Must be able to read, type, speak clearly and concisely.
• Must be able to sit or stand for extended periods of time (with or without accommodation)
• Must be able to multi-task – speak with people in the area, on the phone, over the radio, and type into the system simultaneously at times.