Job Description

Open until 8/17/2026

Salary commensurate with experience

General Description and Classification Standards

E911- EMD Section Performs supervisory and administrative tasks within the communications center of the Atlanta Police Department. Duties include but are not limited communicating effectively with city and county police officers, medical, AFRD and EMS personnel; maintaining their status to ensure safety; answering multiple telephone lines and dispatching as required; handling emergency and fast-paced situations; provides the public with information and assistance, and maintains a variety of records, files, and logs.

Supervision Received

Normally receives very general guidance regarding overall mission, scheduling, unusual priorities, etc., but is free to set work methods, timetables, performance standards, etc. Focus is primarily on end results and is typically collaborative in nature. Makes decisions on technical issues, diagnoses, or procedures in collaboration with other supervisors or managers.

Essential Duties and Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Supervises, directs, and evaluates assigned staff/trainees, handling employee concerns and problems, directing work, counseling, disciplining, and assisting in completing employee performance appraisals and assessments.
• Oversees day-to-day operation of E911 and medical emergency for APD and AFRD dispatch.
• Organizes, prioritizes, and distributes work assignments to subordinate dispatch personnel/trainees; works to meet the goals and objectives of the department.
• Guides and trains employees on proper procedures and protocol of the department; shows best technique to accomplish tasks and provides technical assistance as needed.
• Directs and administers work assignments of subordinate personnel engaged in administrative and security activities within the communications center of the Police department; reviews and approves personal leave, sick and vacation.
• Performs multiple tasks simultaneously; takes appropriate action when presented with a stressful life/death situation; remains calm under all circumstances.
• Answers multiple telephone lines, handles all 911 calls within the Atlanta Police Department jurisdiction or transfers the call to appropriate agency; handles other calls appropriately and updates call lists.
• Always maintains field unit status to ensure safety of the officers performing activities including working accidents, hazardous incidents, fire traffic control, pursuits, etc.
• Communicates effectively and coherently over law enforcement and police radio channels initiating and responding to calls; issues case numbers; notifies others, such as wreckers, cabs, and utilities, when services are requested/required.
• Provides the public with directions and referrals, answers citizen’s complaints and concerns, and other information regarding the community or situation.
• Plans and maintains schedule for the dispatchers, adjusts schedules, staffing and/or authorizes staff to work overtime when necessary to always ensure full staffing.
• Attends meetings, seminars, and training sessions as required to remain knowledgeable of departmental and city operations, to promote improved job performance and to stay current with changing state/municipal policies, procedures, codes, and criminal/civil case law.
• Evaluates calls to determine signals and priorities.
• Maintains individual daily, monthly, and yearly 911 statistics and call delay reports, prepares statistical information for performance evaluations on employees; prepares disciplinary packages as needed and/or assigned.
• Completes maintenance requests for equipment needing service and/or repair.
• Works closely with shift Lieutenants as needed and/or required.
• Substitutes for co-workers in temporary absence of same; performs flexible unit assignments as needed in emergency response; performs other administrative tasks as assigned.
• This position requires certifications in Emergency Police Dispatch (EPD), Emergency Fire Dispatch (EFD) and Emergency Medical Dispatch (EMD) to assess and determine the proper response to various emergencies.
• Applies organizational policies.
• May make purchasing or resource allocation decisions within organization guidelines.
• Applies organizational policies.
• May make purchasing or resource allocation decisions within organization guidelines.
• Exercises judgment and initiative in dispatching emergency calls and other requests.
• Uses independent judgment and discretion in the handling of emergency situations, determining and deciding upon procedures to be implemented, maintaining standards, and resolving problems.
• Has formal supervisory authority over a large work group, frequently with intermediate team or crew leaders or a group of highly specialized employees, to include training, coaching, discipline, performance management, scheduling, training, etc.
• May perform other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Knowledge of dispatching and communication systems and local law enforcement practices, and AFRD policies and procedures.
• Knowledge of techniques and procedures used in operating emergency communications equipment.
• Knowledge of customer service standards and best practices.
• Knowledge of terminology, principles, and methods utilized within the department.
• Knowledge of administrative practices, policies, and procedures as necessary in the completion of daily responsibilities.
• Skill in listening and communicating exceptionally to effectively convey information verbally and in writing.
• Skill in operating computers with demonstrated proficiency in a variety of applications and software.
• Skill in empathetic listening techniques.
• Skill in organizational management.
• Skill in human relations and technical understanding.
• Ability to implement long-term goals for the department in order to promote effectiveness and efficiency.
• Ability to follow policies, procedures, plans, and activities and to monitor performance of subordinates against measured established goals.
• Ability to speak with a clear well-modulated voice.
• Ability to remain calm under pressure and stressful working conditions during heavy workload and emergency related calls.
• Ability to speak English rapidly, clearly, and concisely.
• Ability to dispatch and handle emergency calls on a continuous basis under time constraints.
• Ability to simultaneously communicate, interpret communication, and accurately enter data into a computer system.

Minimum Qualifications

Education and Experience

• High School Diploma/GED or equivalent.
• Valid Emergency Medical Dispatch (EMD) and Cardiopulmonary (CPR) Certification and American Heart Association (BLS) Certification
• At least 6 years’ experience in communications dispatching including 3 years display of supervisory/management/leadership experience and knowledge within a 911 Center.
• Candidate must have at least 2 years’ experience as an Emergency Medical Dispatcher (EMD) in a 911 center or equivalent experience in Emergency Medical Services (EMS).
• A successful candidate will complete Fire and Police Supervisor Training within 12 months of employment.
• Applicants cannot be on probation or have had adverse actions of 2 days or more within the last 12 months.

Licensures and Certifications

• Position would be expected to have licensure or professional certifications appropriate to the position.
• Will be required to obtain GCIC, Emergency Police Dispatch (EPD), Emergency Fire Dispatch (EFD) within 6 months of employment.
• Must maintain certification of same in the classification.
• Must complete 10 hours of Continuing Education Units (CEU) as instructed by Training.
• May be required to attain and maintain certifications specific to assigned unit as a condition of continued employment.
• Must become POST certified through state of Georgia within first six months of employment.

Preferred Requirements

• Bachelor’s degree in business/public administration, emergency management or related field and 8-10 years of experience as a communications dispatcher or closely related area preferred.
• 5 or more years supervisory/management/leadership experience.

Work Environment

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Lifting Requirements: Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.