Strategic 911 Communications Center 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

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