911 Communications Manager

Rowlett, Texas; Rowlett (TX); On-site; USD 79,000 - 119,000; Full time

Job summary

City of Rowlett seeks a seasoned Communications Center Manager to lead operations, training, and policy development for emergency communications. You will guide staff performance, ensure regulatory compliance, and coordinate with Police and Fire departments while advancing technology like VOIP, NG9-1-1, and CAD systems.

You will oversee long-range planning, budget matters, and general orders; monitor performance indicators and maintain high professionalism and service quality within a city

Qualifications

• Associate degree or higher in police administration, business administration, information systems or related field and 3+ years in technical operations, communications, records management and/or administrative management.
• Minimum of two years of experience with CAD software, data communications and police and fire radio and console equipment; experience managing a combined dispatch organization serving a 70,000 population; Patriot 9-11 experience preferred; NCIC queries certifications preferred.
• Thorough knowledge of managerial/administrative principles; ability to direct/manage a communications center and coordinate staff; strong data analysis and communication skills; knowledge of emergency management and 9-1-1 systems (VOIP, NG9-1-1, PSAP).
• Valid driver’s license with good driving record.
• APCO/TCOLE Advanced Telecommunicators Certification; NCIC Query Certification; EMD, CPR, EFD Certifications (within one year).
• Ability to work varied shifts (days/evenings/nights/weekends/holidays).
• Works in climate-controlled office; sedentary with some long-duration computer use.

Responsibilities

• Manage, plan, direct and schedule the Communications Center under the Assistant Police Chief.
• Oversee Center staffing, budgeting, and training programs; counsel employees and implement corrective action.
• Ensure compliance with department goals, policies and procedures; monitor regulatory changes affecting communications.
• Develop long- and short-range goals; craft rules, regulations and general orders for Center operations.
• Analyze service demands and establish SLAs with other entities; coordinate with Police and Fire departments.
• Support design and implementation of new system applications and budgeting for communications and information services.
• Respond to complaints and provide recommendations; document issues and improve processes.
• Attend training and maintain professional networks to expand resources.

Skills

Staff management

Budgeting

Policy development

Emergency communications

Data analysis

Education

Associate degree+

Tools

CAD software

Patriot 9-11

MSAG knowledge

Job description

Hiring Range: $79,000.21 - $98,750.27 (Depending on qualifications)

Full Salary Range: $79,000.21 - $118,500.32

Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

Under general direction of the Assistant Police Chief of the Support Operations Bureau, manages, plans, directs and schedules the work of the Communications Center. Regulates compliance of Center staff to Department goals and policies/procedures; responsible for short- and long-term planning, budgeting, organization and staffing of the Center; oversees the Center training program; counsels subordinates on employee performance matters and recommends corrective action as appropriate. Responsible for monitoring the regulatory environment for changes that impact Communications, forecasting needs and implementing new technology, policies and procedures.Supervises Communications Shift Supervisors and Officers, assigns duties, reviews reports, orders supplies and assigns shifts. Delegates duties to Communication Officers; schedules shift assignments and activities; ensures proper staff coverage in accordance with needs. Observes Officers in the performance of duties; provides feedback, guidance, and corrective action for Officers in the course of the work. Coordinates and maintains a procedural manual on computer systems for training purposes and responsible for overall training program. Responsible for establishing performance indicators and maintaining and improving the professionalism, efficiency and intra-department communication of the center as it relates to its support function.

Establishes long and short-range goals and objectives for Emergency Communications. Develop rules, regulations, policies, and procedures to govern operations of Communications Center. Works with members of administrative staff to formulate and implement policies. Monitors state and federal legislation regarding emergency management. Makes recommendations relative to emergency conditions not governed by established policies and regulations. Communicates and ensures compliance with all applicable general orders, special orders, standard operating procedures and policies; documents conflicts or noncompliance with orders and policies; contributes to the development of new general orders and policies.

Analyzes operational and service demands and develops plans and strategies for meeting those needs. Determines service level agreements between Emergency Communications and other entities. Confers with members of Police and Fire departments to determine mutual problems and overall responsibility. Analyzes managements needs for information retrieved, data quality control and expanded use of existing computing equipment and software. Prepares or directs preparation of administrative, routine, and special reports.

Provides necessary information to the Office of Police Chief for the design and implementation of new system applications and assists with budgetary matters relating to communications and information services as assigned. Evaluates current and future technical needs of the Police Department to include Phase II wireless, Voice Over IP, Next Generation 9-11, Computer Aided Dispatch, Records Management and all public safety software. Maintains overall responsibility of public safety software solutions utilized by the department. Makes recommendations for changes or enhancements to ensure that the Communications Center remains up to date with current technological abilities and implements changes. Experience/Knowledge of EsiNet, AI systems, GMRS.Trains support staff in the use of newly purchased equipment and software.

Responds to complaints/grievances from both internal and external customers regarding issues involving the Communications Center; ensures that all complaints by customers are properly documented and investigated; assists with the preparation of reports and recommendations to management regarding the complaint; provides feedback to the Communications Officer.

Attends meetings, seminars, conferences, training course to enhance professional development knowledge and skills in Emergency Communications and develops contacts and networks to expand training opportunities and provide access to additional resources.

Performs other duties as assigned. Regular, reliable, and non-disruptive attendance is an essential function of this position, as is the ability to create and maintain professional, harmonious working relationships with others.

• Associate’s degree or higher from an accredited college or university in police administration, business administration, information systems or related field, or an equivalent combination of training and experience, and a minimum of three (3) years of proven experience in technical operations, communications, records management and/or administrative management.
• Minimum of two (2) years of experience with CAD software, data communications and police and fire radio and console equipment. Experience in management and administration of a combined police and fire dispatch organization serving a population comparable to Rowlett (70,000). Experience with Patriot 9-11 system preferred. NENA Center Manager Certification preferred.
• Thorough knowledge of managerial and administrative principles and practices. Ability to direct and manage a communications center and to coordinate and review the work of employees. Ability to monitor and analyze activities. Ability to analyze and interpret data. Ability to plan, organize and implement programs to meet the needs of the public. Ability to allocate resources. Ability to communicate effectively, both orally and in writing. Thorough knowledge of the concepts and applications of Emergency Management. Knowledge of the laws and codes applying to emergency management and communication. Knowledge of 911 techniques and the capacities of computer, radio and telephone equipment. Knowledge of the theories and practices of supervision. Technical knowledge of a 9-11 communications center to include, Voice over IP, Next Generation 9-11, Phase II wireless, Computer Aided Dispatch, Preference for Athena, including Master Street and Address Guide (MSAG), Automatic Number Identification (ANI) and Automatic Location Identification (ALI).
• Valid driver's license required. Must have and maintain a good driving record in accordance with the driving standards as established by the City of Rowlett. Must report all traffic citations to his/her departmental Director or his/her designee within two working days of receipt.
• APCO/TCOLE Advanced Telecommunicators Certification; National Crime Information Center (NCIC) Query Certification; Medical Priority – Emergency Medical Dispatching (EMD) Certification; Cardio Pulmonary Resuscitation (CPR) Certification; Emergency Fire Dispatch (EFD) Certification (within one year).
• Ability to work a variety of shifts as assigned, including days, evenings, nights, weekends, and holidays.
• Works primarily in climate-controlled office environment; physical demands are sedentary in nature; sitting for long periods of time; work performed causes light fatigue of eyes, fingers, wrists, arms, and other facilities because of fairly continuous use of motor senses.