Assistant Emergency Communications Manager

City of Frisco; Frisco (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

City of Frisco seeks an Emergency Communications Manager to supervise the Emergency Communications division in the manager’s absence and lead daily operations. You will oversee supervisors, drive staffing decisions, and ensure compliance with applicable laws and standards.

The role requires strong leadership, budgeting, and collaboration with police, fire and EMS to deliver timely emergency responses. You’ll guide training programs, maintain accreditation readiness, and provide data-driven

Qualifications

• Bachelor’s degree required with relevant public safety dispatch experience preferred.
• Experience managing and coordinating emergency communications operations.
• Strong knowledge of TCIC/NCIC rules and certification requirements.
• Ability to analyze data, identify trends, and prepare reports.

Responsibilities

• Directs and supervises Emergency Communications staff and supervisors.
• Ensures compliance with laws, standards, safety practices, policies and procedures.
• Oversees training programs and staff development for emergency communications personnel.
• Participates in budgeting, procurement and equipment needs for the division.
• Collaborates with police, fire, and EMS to coordinate responses during emergencies.
• Maintains SOPs and accreditation readiness; conducts audits and quality assurance.

Skills

Leadership

Public safety dispatch knowledge

TCIC/NCIC certification knowledge

Data analysis

Budget planning

Training coordination

Education

Bachelor’s Degree in Communications, Criminal Justice, Business Administration, Political Science or related field

Texas Law Enforcement Dispatch Certification, TCIC/NCIC, NLETS/TLETS, IAED EMDQ and TTY certifications

Job description

• Performs the work of the Emergency Communications Manager in their absence.
• Directly supervises activities of the Emergency Communications Supervisors,
• Assists with the coordination of the Emergency Communication Center’s operations and provides personnel management and leadership for the Division.
• Motivates, leads, and directs work of assigned staff, addresses employee concerns and problems, counsels and disciplines, evaluates employee performance and completes appraisals.
• Conducts interviews and makes hiring recommendations.
• Interprets, explains, and ensures compliance with all applicable laws, rules, regulations, standards, safety practices, policies, and procedures initiates any actions necessary to correct deviations.
• Monitors activity and dispatch communications by listening to and reviewing calls, provides technical guidance and assistance in resolving issues.
• Performs investigative background research regarding incidents and provides feedback for citizens, other City departments as appropriate.
• Reviews and analyzes data, formulates conclusions and identifies trends/probabilities and makes recommendations and/or initiates appropriate action.
• Assists with preparation of the section’s budget based on research and projection of work activity levels and equipment needs.
• Provides assistance to the Emergency Operations Center.
• Assists with development, update and maintenance of the Emergency Communications Center’s Standard Operating Procedures and General Orders to meet accreditation standards.
• Assists with development and implementation of emergency response protocols to ensure timely and effective response to emergencies.
• Assists in collaboration with police, fire, and medical services to ensure seamless communication and coordination during emergencies.
• Engages in community outreach and education to promote public awareness of emergency services and procedures.
• Consults with Emergency Communications Manager, department management staff, public safety agencies and other officials to review operations/activities, review/resolve problems, receive advice/direction and provide recommendations.
• Assists with coordination and oversight training programs for emergency communications personnel to ensure they are equipped with the necessary skills and knowledge to perform their duties effectively.
• Supports the development, coordination, and oversight of training programs for emergency communications personnel by identifying training needs, collaborating with the Training Coordinator and ensuring staff receive ongoing, effective training that aligns with the operational standards and accreditation requirements.
• Provides research and recommendations on new technologies and equipment to enhance the efficiency and effectiveness of the Emergency Communications Center.
• Assists with engagement in the community to gather feedback and improve the quality of emergency services provided.
• Coordinates and oversees quality assurance programs to evaluate the performance of emergency communications personnel and ensure compliance with established protocols and standards.
• Gathers and maintains proof of compliance for accreditation standards.
• Performs administrative tasks; documents all activity in the Emergency Communications Center; oversees accurate documentation of police, fire, and EMS activity and generates reports; formulates/writes reports and correspondence.
• Compiles statistical data pertaining to communications operations; analyzes data and identifies trends, summarizes data and prepares reports.
• Assists with oversight of operation and maintenance of telephones, computers, and communications equipment associated with public safety communications and ensures proper working condition of equipment.
• Assists the Information Technology department with ensuring the security, confidentiality and integrity of information maintained in computer systems; troubleshoots problems involving computer systems, terminals, and related hardware.
• Prepares required documentation for TCIC and CJIS audits.

Essential Job Functions

• Performs the work of the Emergency Communications Manager in their absence.
• Directly supervises activities of the Emergency Communications Supervisors,
• Assists with the coordination of the Emergency Communication Center’s operations and provides personnel management and leadership for the Division.
• Motivates, leads, and directs work of assigned staff, addresses employee concerns and problems, counsels and disciplines, evaluates employee performance and completes appraisals.
• Conducts interviews and makes hiring recommendations.
• Interprets, explains, and ensures compliance with all applicable laws, rules, regulations, standards, safety practices, policies, and procedures initiates any actions necessary to correct deviations.
• Monitors activity and dispatch communications by listening to and reviewing calls, provides technical guidance and assistance in resolving issues.
• Performs investigative background research regarding incidents and provides feedback for citizens, other City departments as appropriate.
• Reviews and analyzes data, formulates conclusions and identifies trends/probabilities and makes recommendations and/or initiates appropriate action.
• Assists with preparation of the section’s budget based on research and projection of work activity levels and equipment needs.
• Provides assistance to the Emergency Operations Center.
• Assists with development, update and maintenance of the Emergency Communications Center’s Standard Operating Procedures and General Orders to meet accreditation standards.
• Assists with development and implementation of emergency response protocols to ensure timely and effective response to emergencies.
• Assists in collaboration with police, fire, and medical services to ensure seamless communication and coordination during emergencies.
• Engages in community outreach and education to promote public awareness of emergency services and procedures.
• Consults with Emergency Communications Manager, department management staff, public safety agencies and other officials to review operations/activities, review/resolve problems, receive advice/direction and provide recommendations.
• Assists with coordination and oversight training programs for emergency communications personnel to ensure they are equipped with the necessary skills and knowledge to perform their duties effectively.
• Supports the development, coordination, and oversight of training programs for emergency communications personnel by identifying training needs, collaborating with the Training Coordinator and ensuring staff receive ongoing, effective training that aligns with the operational standards and accreditation requirements.
• Provides research and recommendations on new technologies and equipment to enhance the efficiency and effectiveness of the Emergency Communications Center.
• Assists with engagement in the community to gather feedback and improve the quality of emergency services provided.
• Coordinates and oversees quality assurance programs to evaluate the performance of emergency communications personnel and ensure compliance with established protocols and standards.
• Gathers and maintains proof of compliance for accreditation standards.
• Performs administrative tasks; documents all activity in the Emergency Communications Center; oversees accurate documentation of police, fire, and EMS activity and generates reports; formulates/writes reports and correspondence.
• Compiles statistical data pertaining to communications operations; analyzes data and identifies trends, summarizes data and prepares reports.
• Assists with oversight of operation and maintenance of telephones, computers, and communications equipment associated with public safety communications and ensures proper working condition of equipment.
• Assists the Information Technology department with ensuring the security, confidentiality and integrity of information maintained in computer systems; troubleshoots problems involving computer systems, terminals, and related hardware.
• Prepares required documentation for TCIC and CJIS audits.

Other Important Duties

• May be required to perform the responsibilities of Emergency Communications Officers as needed.
• Participates in regional and national emergency communication networks and associations to stay informed of best practices and industry standards.
• Serves as liaison with various governmental agencies and other City departments.
• Travels to attend meetings, conferences and training.
• Performs other related duties as assigned.
• Regular and consistent attendance for the assigned work hours is essential.

Knowledge, Skills, And Abilities

• Strong leadership and management skills, with the ability to motivate and lead a diverse team of emergency communications personnel.
• Knowledge of TCIC/NCIC and TLETS/NLETS rules, regulations, and certification requirements.
• Knowledge of methods, practices and procedures for responding to and dispatching emergency services.
• Knowledge of computer aided dispatch equipment, terminology, regulations and other dispatch related equipment.
• Knowledge of modern emergency communication technologies, including Next Generation 911 (NG911) systems.
• Knowledge of research, analysis, and retrieval techniques to develop statistical information.
• Knowledge of City policies and procedures.
• Proficiency in the use of computers and related equipment, hardware and software.
• Skill in effective oral and written communications.
• Skill in planning and implementing departmental procedures and objectives.
• Skill in effectively supervising and delegating duties to assigned staff.
• Skill in resolving customer complaints and concerns.

Education, Experience, And Certifications/Licenses

• Bachelor’s Degree in Communications, Criminal Justice, Business Administration, Political Science or related field, and three (3) years public safety dispatch experience, or equivalent combination of education and experience that support the ability to perform the essential functions and/or skills of the job.
• Two (2) years’ experience in a managerial or supervisory role.
• Must possess and maintain Texas Law Enforcement Dispatch Certification, TCIC/NCIC, NLETS/TLETS, IAED EMDQ and TTY certifications.
• Commitment to continuing education and professional development in the field of emergency communications.
• Must pass a pre-employment drug screen, hearing test, polygraph, psychological examination, criminal background check and MVR check.
• Must possess a valid Driver’s License.