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Luzerne County

PSAP Supervisor

Wilkes Barre, PA

$56K/yr

Description The PSAP Supervisor, reporting to the PSAP Coordinator under the direction of the 911 Operations Administrator, is responsible for overseeing the day-to-day operations, activities and ...

Luzerne County, PA

PSAP Supervisor

Wilkes Barre, PA · On-site

$56K/yr

Promptly inform the Lead PSAP Supervisor and PSAP Manager of any calls that may have been mishandled. * Confirm that 9-1-1 call-taking and dispatching are in accordance with Departmental Standard ...

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How much do psap jobs pay per hour?

As of Jun 10, 2026, the average hourly pay for psap in the United States is $24.09, according to ZipRecruiter salary data. Most workers in this role earn between $19.71 and $26.92 per hour, depending on experience, location, and employer.

What are PSAPs?

PSAP stands for Public Safety Answering Point. These are specialized call centers responsible for answering emergency calls, such as 911, and dispatching the appropriate emergency services like police, fire, or medical assistance. PSAPs are staffed by trained professionals who quickly assess situations and coordinate emergency response efforts to ensure public safety. Their role is critical in providing timely help during emergencies, and they use advanced technology to locate callers and manage resources. PSAPs operate 24/7 and are a vital link between the public and emergency responders.

What are the key skills and qualifications needed to thrive as a Public Safety Answering Point (PSAP) Dispatcher, and why are they important?

To thrive as a PSAP Dispatcher, you need strong multitasking abilities, quick decision-making skills, and typically a high school diploma with specialized training in emergency communications. Familiarity with computer-aided dispatch (CAD) systems, radio communication tools, and emergency response protocols is essential. Exceptional communication, emotional resilience, and the ability to remain calm under pressure are standout soft skills in this role. These skills and qualities are crucial for ensuring timely, accurate responses to emergencies and supporting public safety effectively.

What are some common challenges faced by PSAP (Public Safety Answering Point) professionals, and how can new hires prepare for them?

PSAP professionals often encounter high-stress situations, including handling emergency calls involving life-or-death circumstances. Common challenges include managing caller anxiety, prioritizing multiple simultaneous incidents, and maintaining composure under pressure. New hires can prepare by developing strong communication skills, practicing active listening, and familiarizing themselves with the technology and protocols used in dispatch centers. Participating in training simulations and seeking support from experienced colleagues can also help ease the transition into this fast-paced environment.

What is the difference between Psap vs Emergency Dispatcher?

AspectPsapEmergency Dispatcher
CertificationsTypically requires 911 dispatcher certification, CPR, and first aidSimilar certifications, often including 911 dispatcher training and CPR
Work EnvironmentOperates in Public Safety Answering Points (PSAPs), handling emergency callsWorks in emergency call centers, dispatching police, fire, or medical services
Employer & IndustryPublic safety agencies, governmentPublic safety agencies, government, private security

Both Psaps and Emergency Dispatchers work in emergency call centers, handling urgent calls and dispatching services. While their roles are similar, Psaps are specifically the centers that receive 911 calls, whereas Emergency Dispatchers may also include dispatching non-emergency services. The certifications and work environments overlap significantly, making them closely related roles within public safety.

More about Psap jobs
What states have the most Psap jobs? States with the most job openings for Psap jobs include:
What job categories do people searching Psap jobs look for? The top searched job categories for Psap jobs are:
Psap jobs near you
Infographic showing various Psap job openings in the United States as of June 2026, with employment types broken down into 93% Full Time, 3% Part Time, and 4% Contract. Highlights an 86% Physical, and 14% Remote job distribution, with an average salary of $50,106 per year, or $24.1 per hour.

PSAP Supervisor

Luzerne County

Wilkes Barre, PA

$56K/yr

Full-time

Posted 11 days ago

Luzerne County rating

8.3

Company rating: 8.3 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

188th of 646 rated public administrative organizations

Job description

Description The PSAP Supervisor, reporting to the PSAP Coordinator under the direction of the 911 Operations Administrator, is responsible for overseeing the day-to-day operations, activities and personnel on an assigned shift to ensure compliance of established guidelines, procedures and policies. Essential Duties and Responsibilities Essential Duties and Responsibilities: Establishes priorities during peak activities and directs 9-1-1 call-taking and dispatching, as required, to meet PEMA Act-12 performance object objectives. Confirm that all calls for service are satisfactorily processed as defined by Departmental Standard Operating Procedures (SOPs).

Promptly inform the Lead PSAP Supervisor and PSAP Manager of any calls that may have been mishandled. Confirm that 9-1-1 call-taking and dispatching are in accordance with Departmental Standard Operating Procedures. Schedule the breaks and lunches of Telecommunicators and Telecommunicator Specialists, dependent upon the 9-1-1 Center workload.

Inform 9-1-1 Management of any equipment failures which may occur or are affecting the operation of the 9-1-1 Center. Serve as the County Warning Officer to provide advisories and warnings to the appropriate public officials and general public. Work with new and existing Telecommunicators and Telecommunicator Specialists to reinforce 9-1-1 call-taking and dispatching methods as defined by 9-1-1 SOPs.

Ensure that Telecommunicators and Telecommunicator Specialists maintain their work areas in a professional manner. Assist with CLEAN/NCIC entries and paperwork as required. Must be able to perform all job functions of a Telecommunicator and Telecommunicator Specialist to assist when needed.

Must be available to work irregular shift patterns, varied hours, weekends and holidays. Required Knowledge, Skills and Abilities Knowledge, Skills and Abilities: Knowledge of: Comprehensive knowledge of a 24 hour emergency center. 9-1-1 call-taking and dispatching procedures.

Supervisory methods and techniques. Principles and processes for providing customer services. Departmental rules and regulations.

** Luzerne County Emergency Service Agencies. ** Computer applications as related to emergency services call-taking and dispatching. 9-1-1 Radio Communications System and the use of Public Safety Radio Protocols.

** Daily operations within a PSAP setting. ** ** Indicates development after employment. Skills in: Effective interpersonal and coaching skills.

Effective communication skills, including oral, written and electronically. Excellent organizational skills. Effective customer relations at all times.

Microsoft Word, Excel, Publisher, Power Point and Adobe. Ability to: Use logic and reasoning to analyze, understand and evaluate complex situations. Establish and implement effective administrative programs and procedures.

Handle a variety of human resources issues with tact and diplomacy and in a confidential manner. Organize and maintain records, documentation and confidential information as needed. Communicate with the public, employees and outside agencies in a professional manner.

Understand and follow moderately complex oral and written instructions, often during stressful situations. Work irregular shift patterns, varied hours, weekends and holidays. Communicate and express ideas effectively, both orally and in writing.

Establish multiple priorities and independently manage projects with limited supervision. Handle confidential data discreetly, disclosure of which is protected by law. Provide guidance to Telecommunicators as needed.

Perform all other related duties as assigned. Minimum Qualifications Minimum Qualifications: Education equivalent to the completion of twelfth grade supplemented by training in Public Safety call-taking and dispatching. 3 years of emergency services dispatching / call-taking experience or related field.

1-2 years of supervisory experience is preferred. No criminal convictions or indictments of felony or misdemeanor charges or any computer crimes. Must maintain a flexible schedule to be available during emergencies related to 9-1-1 Center operations.

"LUZERNE COUNTY IS AN EQUAL OPPORTUNITY & AFFIRMATIVE ACTION EMPLOYER."

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