Communication Supervisor - (EC) Dispatch

Summary

The City of Lancaster is seeking a confident, dependable, and service-driven professional to serve as Communications Supervisor in the Emergency Communications Division. This position plays a critical role in supporting daily dispatch operations by overseeing shift staff, assigning work, monitoring call-taking and dispatch activity, reviewing radio communications, and helping ensure high-quality service to the public and internal personnel.

This role is ideal for a professional who can lead in a fast-paced environment, remain calm under pressure, support employee development, and promote consistent service, accountability, and teamwork. The Communications Supervisor also assists with training newly hired dispatchers, supports hiring recommendations, prepares training materials, and helps address issues related to policies and procedures.

At the City of Lancaster, we serve with PRIDE through Productivity, Resourcefulness, Integrity, Dedication, and Excellence. We are looking for someone who reflects these values by leading with professionalism, supporting their team, and helping deliver reliable emergency communication services to the community.
Why This Role Matters!
This is an opportunity to make a direct impact in a 24/7 public safety environment where strong leadership, sound judgment, and teamwork matter every day. As Communications Supervisor, you will help guide staff, support emergency response coordination, and contribute to a culture that values trust, service, and operational excellence.

Essential Duties and Responsibilities

• Oversees shift dispatch staff by scheduling work, assigning tasks, and monitoring daily operations
• Monitors data entry and information received by call takers and dispatchers for accuracy and quality
• Monitors radio transmissions and dispatch activity to support effective emergency communications
• Answers incoming calls from the public, officers, and other agencies regarding service requests, assistance, and information
• Gathers and provides requested information, contacts appropriate departments, monitors channels, and dispatches information for service
• Assists with the training process for newly employed dispatchers
• Participates in the selection process by recommending candidates as appropriate
• Prepares training materials and supports operational readiness of staff
• Helps address issues related to policies and procedures
• Supports interviewing, hiring, training, assigning work, performance review, discipline, complaint resolution, and problem-solving in accordance with City policies and applicable laws
• Performs other related duties as assigned

Knowledge, Skills, and Abilities
The ideal candidate will demonstrate:

• Strong management and supervisory skills, including delegation, staff oversight, and leadership support
• Ability to facilitate employee development through coaching, feedback, written evaluations, and training support
• Personal effectiveness, including professionalism, composure, ethical conduct, time management, and dependability
• Goal orientation, including persistence, initiative, and the ability to help achieve organizational objectives
• Teamwork skills, including collaboration, constructive feedback, and support of team success
• Customer service skills, including patience, courtesy, follow-through, and a positive professional presence
• Strong communication skills, including clear verbal communication, sound judgment, and the ability to adjust writing style to the audience

Education and/or Experience

Minimum Qualifications

• High school diploma or GED required
• Minimum standards for entry-level dispatcher must be met
• Must possess a Telecommunicator’s license and have a minimum of two (2) years of experience as a dispatcher
• Must possess a valid Class C driver’s license with a clean driving record
• Must be able to pass an extensive background investigation, including drug screening

Certificates, Licenses, Registrations

Applicants must currently possess the following certifications and license at the time of application:

• Telecommunicator’s License
• Terminal Agency Coordinator
• Certified Training Officer (CTO) Certificate
• 5304 - Dispatcher as a Trainer and Supervisor
• Valid Class C Driver’s License with a clean driving record

All listed certifications and license are required at the time of application. Applicants who do not meet these requirements will not be considered for this position.

The City of Lancaster offer a complete benefits packeage to full-time employees which includes: health care; paid holidays, vacation time, sick leave, retirement, longevity, tuition reimbersemet and more.

To learn more details, vist our benefits page.

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• City of Lancaster

• 972-218-1300

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