Are you a strong leader with a passion for public safety and team development? What-Comm 911 is seeking two dedicated Dispatch Supervisors to join our leadership team – guiding daily operations, supporting our Public Safety Telecommunicators, and ensuring top-tier emergency response for our community. In this pivotal role, you’ll help shape the frontline of emergency communications and make a direct, lasting impact on public safety every day.

This position supervises Public Safety Telecommunicators (PSTs) in the daily operation of the What-Comm 911 Center. Participates in the planning and evaluation of the Center's operations. Assigns and delegates work projects, schedules employees to ensure that proper staffing levels are maintained, manages the performance of PSTs. Performance management includes quality assurance review, preparing evaluations of work performance, coaching, counseling, mentoring, and initiation of corrective action. Supervision is exercised directly and involves awareness and knowledge of all activities taking place within the Center during the assigned shift and responsibility for the outcome of those activities. Supervisors may be assigned to direct and oversee the activities of What-Comm's training program. Performs all activities of a PST position as necessary.

This position will start at Step 1 ($44.15/hour). Employees receive step increases annually in accordance with the What-Comm (Police Dispatchers) Collective Bargaining Agreement and City policy. The full hourly range for this position is $44.15 - $49.68. For internal candidates, placement within the range is based on City Pay Placement Procedures.

At the City of Bellingham, we offer a comprehensive benefits package that helps you thrive in both your career and personal life. Join our team and enjoy the peace of mind knowing that you and your loved ones are well cared for. Here’s a closer look at the outstanding benefits that come with being part of our team. You can find more details on our employment benefits page and labor agreements page.

7.34 hours of vacation leave per month, with increased accrual over time
12 paid designated holidays + 3 floating holidays per year
8 hours sick leave accrued monthly
Medical, dental, and vision insurance for employees and their families
Life insurance and long-term disability coverage
Flexible spending accounts and medical insurance opt-out program
Access to an Employee Assistance Program (EAP)
Washington State Retirement plan (DRS) for retirement security
Optional 457 deferred compensation (Retirement Savings Plan) with employer match

Leave accruals are based on 1.0 FTE, accruals are pro-rated if part-time and require employees to be in paid status at least 120 hours/month.

Closing Date/Time: Wed. 11/12/25 8:30 AM Pacific Time

ESSENTIAL FUNCTIONS OF THE JOB:

Supervises the operations, personnel, and activities of the Center during assigned shifts to ensure compliance with the established, policies, procedures, and performance standards. Collaborates with other Supervisors and the Deputy Director to coordinate and maintain operational efficiency.
Supervises and provides direction to PSTs in the performance of their duties, ensuring adherence to operational standards and protocols. Sets work priorities, provides training and ongoing, feedback, and constructive guidance. Serves as a resource, resolving problems and answering questions. Prepares and conducts annual performance evaluations.
Proactively identifies and addresses performance or personnel issues, providing coaching and counseling to employees as needed. Recommends, documents, and delivers corrective action in consultation with the Deputy Director and Human Resources.
Manages and administers employee work schedules in accordance with departmental policies and the Collective Bargaining Agreement ensure operational efficiency.
Investigates complaints from members of the public and endeavors to resolve them at the lowest level. When unable to informally resolve complaints, refers them to the Deputy Director for further action.
Performs quality assurance reviews. Generates, reviews and monitors reports regarding Computer Aided Dispatch (CAD) activities at each console to ensure details are being properly handled. Monitors ongoing radio frequencies, telephone calls, alarms and taped communications to ensure efficiency, quality and compliance with policies and procedures.
Works with What-Comm Technical Support to troubleshoot and resolve equipment and/or software issues.
Provides guidance to PSTs on use of technology such as phone systems and CAD. Requests additional technical support from What-Comm Technical Support staff as needed.
Posts overtime, makes seating charts, and notifies Deputy Director of equipment/personnel issues and significant events that may impact staffing. May delegate these duties to subordinates.
Attends and participates in staff meetings, committees and conferences.
Engages in the recruitment and selection process by attending interviews for PST applicants and provides input to the Deputy Director on candidate strengths, areas of concern, and overall suitability for the position.
Develops and recommends updates to dispatch policies, procedures, and protocols to the Deputy Director. Identifies and recommends new policies and procedures, as needed. Assists the Deputy Director in preparing short and long range plans for the Center to facilitate economical and effective use of personnel, equipment and facilities.
Serves as Training Supervisor as assigned. Supervises Communication Training Officers (CTOs) and trainees, analyzes training needs, develops and updates training materials and courses, conducts department new hire orientation and classroom training, documents training according to state and federal requirements, evaluates trainees, provides continuing education and coordinates the certification and re-certification of employees with the Washington State Criminal Justice Training Commission (WSCJTC).
Coordinates major incidents, as needed, ensuring that proper notifications are made.
Coordinates transfer of operations to the back-up PSAP when necessary.
Works mandatory overtime, including evenings, weekends, and holidays, as required to support 24/7 dispatch center operations and ensure adequate staffing during peak periods, emergencies, or unforeseen staffing shortages.

ADDITIONAL WORK PERFORMED:

Performs Dispatcher duties as necessary and reasonable to ensure the operational mission and goals of What-Comm are met.
Works as a shift liaison with user agencies.
Performs other related work of a similar nature and level.

WORKING ENVIRONMENT:
The work is performed in an office environment at a computer workstation. Office environment is often a high stress environment involving the processing of emergency calls. Workload intensity varies considerably from one minute to the next and requires frequent swings from urgent independent decision making to cooperative teamwork. At times a Supervisor will work independently in an office reviewing calls, completing paperwork, or meeting with a subordinate.

The working environment includes:

Rotating shifts covering 24 hours a day, seven days a week, including holidays.
Frequent changes in multi-jurisdictional policies and procedures, periodic workstation relocation and changes in equipment availability.

Physical ability to perform the essential functions of the job, including, but not limited to:

Frequently operate a computer and other office machinery such as a keyboard, mouse, phone, and fax machine;
Visual acuity (correctable) to accurately read information from a computer screen and printed materials;
Hearing within (or correctable to) normal limits across the speech frequencies and recognition of speech in the very good to excellent range;
Receive and communicate accurate information in a stressful or confrontational environment.

A minimum of four (4) years of current and continuous experience as a What-Comm Public Safety Telecommunicator and current assignment to What-Comm; OR
A minimum of two (2) years previous public safety dispatch supervisory experience with a minimum of two years current experience as a What-Comm Public Safety Telecommunicator; OR
Four (4) years of experience as a public safety dispatch supervisor at a high-volume police, fire or emergency medical dispatch facility with Computer Aided Dispatch.
Prior supervisory experience preferred.
An Associate’s degree or two years of equivalent higher education preferred.
Prior experience as a Communications Training Officer preferred.

Employment contingent upon passing a criminal convictions check, background investigation, polygraph examination, and fingerprinting. Subject to re-check every five years.
Verification of ability to work in the United States by date of hire.
Must pass a hearing evaluation prior to hire.
Must be able to obtain and maintain ACCESS Level 2 within six months of hire.
Must be able to obtain and maintain Telecommunicator 1 & 2 certifications within twelve months of hire.
Must be able to obtain and maintain certifications as required under the Washington State PST Certification Program, within twelve months of hire.
Continuing education courses and recertification will be required as identified by the department.
Failure to obtain and maintain required certifications within established time limits will result in dismissal.
Willingness and ability to work rotating shifts covering 24 hours a day, seven days a week, including holidays and mandatory overtime.

**You are encouraged to print a copy of this job announcement for your reference as the process moves along**

Please ensure your application is complete and all required information has been provided. Standard completeness means all application fields (contact information, personal information, education, work experience, references, and supplemental questions). Application materials should comprehensively document your experience and skills related to the position responsibilities and experience/training requirements. As part of the City’s commitment to reducing bias in the hiring process, Human Resources redacts personally identifiable information for reviewers. Only the documents listed as required will be reviewed.

As part of the application process please include the following:

A cover letter, no more than two pages in length, addressing the following:
- Describe your specific training and experience that makes you the best candidate to join the supervisory Team at What-Comm.
- Describe your approach to/style of leadership and how your leadership would be an asset to What-Comm.

Application Review process:

Minimum Qualifications: Candidates must provide specific, detailed information so an initial determination can be made regarding your level of qualifications for this position. Applicant status will be updated on or around November 13, 2025.
Experience and Training Review: Applicants that meet minimum qualifications will go through an Experience and Training Review. Relevancy of your experience and training, together with composition, grammar, spelling and punctuation will be considered when evaluating responses. Applicant status will be updated on or around November 24, 2025.
Assessment Exercises: The top eight (8) scoring candidates from the Experience and Training Review will be invited via email on or around November 24, 2025 to participate in the Assessment Exercises. The Assessment Exercises are tentatively scheduled for Friday, December 5, 2025. Candidates must appear in person to complete the Assessment Exercises.

The Assessment Exercises will consist of the following components:

Presentation (20% of a candidates final score) - Instructions will be provided to candidates via email when invited to the Assessment Exercises.
Oral Board Interview (20% of a candidates final score)
Scenario's (20% of a candidates final score)

Candidates will be notified via email of Final Scores & Ranks. The final ranking of the register will be based on total scores for the following: Experience and Training Review (40%) and Assessment Exercises (60%). Candidates with a combined minimum passing score of 70% from the Experience and Training Review and Assessment Exercises will be place on the eligibility list and referred to the department for final consideration.

This recruitment process will create a Civil Service eligibility register that will be used to fill current and future vacancies as they become available. This position is represented by a union.

If you wish to claim Veterans’ Preference Points, please complete the Veterans Scoring Criteria Declaration Form and upload it to your application with your DD214.

Please Note: Candidates will receive updates regarding application status and an invitation to participate in the written exam via email. Please be sure to check your email frequently.

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What-Comm Dispatch Supervisor