Agency

NC State Highway Patrol

Division

NC State Highway Patrol

Job Classification Title

Highway Patrol Telecom Supv (NS)

Position Number

60086420

Grade

NC08

About Us

The North Carolina State Highway Patrol's primary mission is to reduce collisions and make the highways of North Carolina as safe as possible. The NCSHP has more than 1,600 troopers who cover nearly 80,000 miles of North Carolina roadways, more than any other state except Texas. In addition to enforcing the state's traffic laws, state troopers also guide traffic during hurricane evacuations, re-route traffic around hazardous chemical spills, and they stand ready should any act of terrorism occur. State Troopers are committed to protecting North Carolina's motoring public.

Description of Work

The Telecommunications Center Supervisor (TCS) directs the 24-hour operation of a Patrol Communications Center. They monitor and review the performance of Telecommunicators and provide assistance to both Telecommunicators and Shift Supervisors when needed. The TCS sometimes performs the task of a Telecommunicator. They answer telephones on a daily basis, enter data in the Computer Aided Dispatch (CAD) and use the Division of Criminal Information (DCI) system to retrieve data and communicate with other Law Enforcement Agencies. The TCS determines the staffing needs of each shift during a 24-hour period and schedules personnel to provide ample coverage for these shifts providing a balanced work load for Telecommunicators.

Knowledge Skills and Abilities/Management Preferences

Internal State Highway Patrol Posting – Only current permanent NC State Highway Patrol
employees or layoff candidates with the State of North Carolina eligible for RIF priority reemployment
consideration as described by G.S. 126 may apply.** (If applicable)

Note: External to State Highway Patrol qualified recommended applicant(s) must undergo and successfully pass:

• Criminal Background Investigation

• Drug Screening Test

Salary Grade NC08 Salary Range: $39,244- $66,120

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To receive credit for your work history and credentials, you must provide the information on the application form. Any information omitted from the application form, listed as general statements, listed under the text resume section, or on an attachment will not be considered for qualifying credit.

Position Summary

The Telecommunications Center Supervisor is responsible for planning, managing, directing, and coordinating the daily operations of the Telecommunications Center. This position oversees telecommunicators and shift supervisors to ensure effective, accurate, and compliant communications supporting public safety operations. The role requires strong leadership, operational management, and technical expertise in telecommunications systems and emergency response coordination.

Key Responsibilities include but are not limited to:

Operations Management

• Direct and oversee the daily operations of the Telecommunications Center, ensuring efficiency and compliance with departmental and regulatory standards.

• Design and manage shift schedules to ensure adequate coverage for normal operations, special assignments, training, and emergency or inclement weather situations.

• Monitor and ensure proper decision-making, judgment, and attention to detail by telecommunicators and supervisors.

• Take all emergency call-back calls as part of supervisory duties.

• Perform telecommunicator duties as needed to maintain operational continuity.

Personnel Management and Supervision

• Recruit, select, and hire Telecommunications Center personnel.

• Conduct employee interviews, approve work plans, and complete performance evaluations.

• Provide orientation, on-the-job training, and ongoing professional development for all staff.

• Communicate performance standards, counsel employees on performance issues, and address proficiencies and deficiencies in accordance with departmental policy.

• Conduct at least one interim and one annual performance review per employee each year.

• Resolve grievances and ensure fair and consistent personnel practices.

Technical and Regulatory Compliance

• Ensure all radio operations are compliant with Federal Communications Commission (FCC) regulations and North Carolina State Highway Patrol (NCSHP) policies.

• Monitor all radio frequencies (low-band, high-band, and 800-MHz) and report malfunctions or outages to radio repair personnel.

• Oversee the proper use of communication technologies, including Computer Aided Dispatch (CAD) systems, Microsoft Office Suite, Omnixx, CIIS, mapping software, and other internet-based tools.

• Ensure proper use of law enforcement communication codes (e.g., 10-codes) for secure and effective transmission of sensitive information.

• Supervise the use of the Criminal Intelligence Information System (CIIS) for accessing and sharing national and international law enforcement data.

Call Management and Public Interaction

• Oversee telephone operations, including handling calls related to statewide programs such as AMBER Alerts, Silver Alerts, and the Center for Missing Children.

• Ensure staff follow established NCSHP Communications and Standard Operating Procedures.

• Ensure calls are prioritized appropriately, handled courteously, and documented accurately.

• Receive and address complaints or commendations related to center personnel, and coordinate communications with other telecommunications centers and law enforcement agencies.

Training and Instructional Support

• Provide in-service, basic, and on-the-job training to telecommunications staff.

• Deliver instructional training and lectures for law enforcement and civilian personnel across other departments and agencies.

Special Programs and Administrative Duties

• Participate in and support programs and initiatives such as:

  • AMBER Alert and Silver Alert Systems

  • Voice Interoperability Plan for Emergency Responders (VIPER)

  • Victim Witness Assistance Program

  • Mental Health Resource Directory

  • DCI TAC and audit responsibilities

  • Administrative process improvement groups and focus teams

Position/Physical Requirements:

Typical work schedule: On Call/ Flexible/ Rotating

Management Prefers:

• Demonstrated experience in telecommunications or public safety communications center management.

• Strong knowledge of FCC and NCSHP communication policies and procedures.

• Proficiency in Computer Aided Dispatch (CAD) systems, CIIS, and Microsoft Office applications.

• Excellent leadership, communication, and decision-making skills.

• Ability to work in a fast-paced, high-stress environment and respond effectively to emergencies.

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

High School or General Educational Development (GED) diploma and 4 years of experience as a Telecommunicator including 1 year of supervisory experience; or an equivalent combination of education and experience Necessary Special Qualifications Must meet the applicable education, employment, and training standards as required to be Department of Criminal Information (DCI) certified; must be DCI certified or become certified within 120 days of employment

The NC State Highway Patrol (NCSHP) selects applicants for employment based on required education and experience and job-related knowledge, skills, and abilities without regard to race, religion, color, national origin, sex, pregnancy, gender identity or expression, sexual orientation, age (40 or older), disability, National Guard or veteran status, genetic information, political affiliation, or political influence.

The Mission of the North Carolina State Highway Patrol is to protect our State with integrity, loyalty, and professionalism. The North Carolina State Highway Patrol will excel as a national leader in public service through innovative law enforcement, strategic preparedness, and community engagement.

The primary purpose of the State Highway Patrol’s Fiscal Section is to ensure that all department financial resources and funds are received, disbursed, recorded and accounted for in accordance with all applicable State and Federal laws and regulations. (Include Section purpose if applicable).

We are an Employment First state, ensuring that people with disabilities have equal opportunities to succeed in the state government workplace.  NCSHP supports pay equity for women, establish paid parental leave for birth, adoption, and foster care, and implement fair chance policies. Join a team that welcomes, values, respects and supports all members of our work community.

Application Resources
State of North Carolina Hiring Process Information here.

Be sure to complete the application in full. Resumes may be uploaded with your application but will not be accepted in lieu of a fully completed application and will not be considered for qualifying credit.  "See Resume" or "See Attachment" will NOT be accepted. 
  
Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information. 

Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application, to support your answers.

If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date.
 
Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account.  Upon the closing date, applications are "Under Review" and will be screened by Human Resources for the qualified applicants. The hiring process may take several weeks.  
 

Degree/College Credit Verification

Degrees must be received from appropriately accredited institutions.  Transcripts, and degree evaluations may be uploaded with your application.  If you have student loans, becoming a state employee includes eligibility for the Public Service Loan Forgiveness Program. Visit www.studentaid.gov to learn more.

Veteran’s and National Guard Preference

Applicants seeking Veteran’s Preference must attach a DD Form 214, Certificate of Release or Discharge from Active Duty, along with the state application.

Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application if they are a current member of the NC National Guard in good standing.

Applicants who are former member of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), NCSHP is committed to the full inclusion of all qualified individuals. As part of this commitment, NCSHP will ensure that persons with disabilities, or known limitations covered by the PWFA, are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.
 
Employment Eligibility
It is the policy of the State of North Carolina and NCSHP that all employees provide proof of employment eligibility (immigration and naturalization) before or on the first day of employment.   We participate in E-Verify (Employment Eligibility Verification System).

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter:

Angela Anita Avant-Jones

Recruiter Email:

[email protected]