Supervisor's Handbook

It's not easy to manage or supervise a communications center--it's a unique combination of people and technology that has to continue operating 24 hours a day. Like it or not, supervision involves periodic evaluations, reports, complaints and other paperwork that takes time and attention to detail in order to properly complete.

We've collected some example paperwork that a supervisor frequently encounters, to help you know the structure and content that's required.

Operations

The legendary comm center expert Jack Atkinson has prepared an Operational Audit for Comm Centers, that helps you prepare a comprehensive view of your operation, from which you can make and justify improvements and changes. His material is available for non-commerical use by public safety agency personnel.

Legal Resources

The U.S. Department of Labor administers the laws and regulations, and oversees other agencies that pertain to the workplace--including OSHA. The primary federal law that applies to comm centers is found in the Fair Labor Standards Act (FLSA), pay and overtime. The FLSA does not include requirements on breaks or meal periods--those requirements--if any--are set out in state law.

Union Resources

  • Union contract (pdf) for dispatchers - on-line copy that covers California Highway Patrol dispatchers and certain other state employees
  • Union contract for the Reedy Creek (aka Walt Disney World) firefighters and dispatchers
  • AFL-CIO union information
  • National Labor Relations Board -- general material on forming a union
  • NLRB information about certifying and decertifying unions

Sample Supervisor Paperwork