911 Shift Supervisor

Together, We Can Make a World of Difference.

We know that heroes come in all shapes, sizes, and colors. Call it the X-Factor, our superpower. People are at the center of our business; our legacy is you.

For decades we’ve harnessed our team’s powers for good; to speak with action and urgency for those in harm’s way. We are committed to building safer, more inclusive communities for all of us to share.

We admire those that excel in the face of adversity, exhibit empathy, and display strength and courage in character. At IXP, we celebrate our diversity and the collective difference we make as one team.

Join us. Together, we make heroes.


Position Overview:

To learn more about the experience of working at IXP directly from our employees click here to choose a video from our “About Me at IXP” series!

Salary: $64,480

The position is an essential personnel position that requires working in a variety of situations including during holidays, weekends, day/evening/night shifts, and during a state of emergency. The position supports a 24/7, 365-day operation. Successful candidates must be able to work all shifts and have the flexibility to alter schedules based on departmental and operational needs.

In addition to all Telecommunicator functions, this position is responsible for the day-to-day shift operations of the Communications Center and will report directly to the Director of Operations.

Essential Functions & Responsibilities:

  • Processes incoming and outgoing emergency and non-emergency telephone calls, ensuring agency policy, procedures and goals are met.
  • Dispatches and communicates with law enforcement, fire, and EMS units ensuring agency policy, procedures, and goals are met.
  • Responsible for time-sensitive work involving the transmission of radio and telephone information and requests to public safety agencies.
  • Must deal with sensitive information in a discreet and professional manner.
  • Handle and complete highly sensitive emergency calls with an indefinite amount of discretion and judgment to ensure public safety at all times.
  • Studies and trains on a variety of technology including computers, radios, and telephone systems.
  • Works in an environment where multiple activities are routinely underway that influence the performance of the duties assigned.
  • Ability to speak English clearly and verbally communicate effectively.
  • Work effectively and calmly in a high-stress environment.
  • Meets all training requirements of the Center.
  • Provides input regarding policies and procedures pertaining to the operation of the Center.
  • Ability to recall details and record information/numbers quickly and correctly.
  • Maintains familiarity with the general geography of the communities served.
  • Ability to simultaneously process information from multiple sources (verbal, texts, notifications, and/or emails) and keep information clear.
  • Ability to make appropriate decisions based on minimal information.
  • Coordinates with Center management to implement changes in Center procedures.
  • Manages shifts to ensure minimum staffing levels are maintained to meet required call processing goals; creates shift schedules.
  • Monitor call-taker’s performance to ensure agency policy, procedures, and performance goals are met.
  • Monitors law enforcement, fire, and EMS dispatchers to ensure agency policy, procedures, and performance goals are met.
  • Provides input regarding employee performance.
  • Coordinates with the Training Supervisor and Communications Training Officer (CTO) to ensure all Center training requirements are met.
  • Coordinates with CTO to identify “in-service” training relevant to policy and procedure as well as professional development of center staff.
  • Monitors, documents, and reports trainee performance, as needed, to the Training Supervisor and/or CTO.
  • Conducts performance evaluations of assigned employees.
  • Coordinates with CTO to identify the staff in need of remedial training due to performance issues.

Required Knowledge/Skills:

  • Knowledge of all aspects of a communications center operation.
  • Knowledge of communication facilities, equipment, and management practices as they pertain to the operation of a public safety communications center.
  • Knowledge of technology systems utilized by a public safety communications center.
  • Knowledge of rules and regulations of the Federal Communications Commission (FCC) as they pertain to the operation of a public safety communications center.
  • Knowledge of accepted call-handling practices for public safety call-takers with an emphasis on professionalism and a high level of customer service.
  • Knowledge of the principles and practices of radio communications as well as the proper policies and procedures used in public safety dispatching with an emphasis on professionalism and a high level of customer service.
  • Knowledge of the agency’s geographical service areas and relationship/location of public safety responders.
  • Knowledge of operational needs of public safety responders.
  • Knowledge of the National Incident Management System (NIMS) and Incident Command System (ICS) as it relates to a public safety communications center.


  • Work independently with minimal or no supervision.
  • Supervise and evaluate subordinate personnel.
  • Assist with the coordination of training for subordinate staff.
  • Coordinate multiple priorities and competing demands on time.
  • Communicate effectively and professionally, both orally and in writing.
  • Work collaboratively and cooperatively with co-workers and personnel from customer agencies.
  • Present ideas and recommendations in a clear and concise manner.
  • Be reliable, and dependable and report for work on a consistent basis.
  • Work a varied schedule.

Required Qualifications and Skills:

  • Four (4) years of practical working knowledge and paid experience in public safety communications (preferred)
  • Two (2) years of experience as a CTO or equivalent experience in a public safety communications center or documented equivalent certification (preferred).

Must complete/have completed:

  • Criminal Justice Information System (CJIS) Terminal Operator Certification
  • Emergency Medical Dispatch (EMD) Certification through the International Academy of Emergency Dispatch (IAED)
  • Emergency Telecommunicator Certification (ETC) through the International Academy of Emergency Dispatch (IAED) or Connecticut Telecommunicator Certification.
  • General police, fire, and EMS operations training
  • Cardio Pulmonary Resuscitation (CPR) Certification

Work Environment:

  • 85% of work is performed in the communications room with constant noise.
  • 10% of work is in an office environment with moderate interruptions.
  • 5% of work is performed in attendance of meetings on and off-site.

Physical Demands:

  • Dexterity of hands and fingers to operate personal computers.
  • Sitting for extended periods of time while working at computer keyboards, monitoring a variety of public safety communications systems, and completing documentation required of operations.
  • Vision, specifically to include up close, distance, color, and peripheral; depth perception and ability to adjust focus.
  • Hearing and speaking to exchange information with emergency callers and public safety personnel.