Computer Aided Dispatch Administrator; CAD

Statement of Work (SOW)

Introduction This Statement of Work (SOW) defines the roles, responsibilities, and deliverables for a Computer Aided Dispatch (CAD) Administrator for the Emergency Services Department at Hartsfield Jackson Atlanta International Airport. The CAD Administrator will be responsible for managing and maintaining the CAD system along with its interfaces, ensuring system integrity, operability and accessibility, along with providing technical support to emergency personnel.

The CAD Administrator will support the airport’s emergency services by performing the following tasks:

• Administer and maintain the CAD system, including installation, configuration, updates, and licensing management.
• Ensure proper integration of the CAD system with other emergency response tools (e.g., GIS, radio communication systems, and airport security systems).
• Develop, implement, and enforce CAD system standards, best practices, and procedures.
• Provide technical support and training to emergency services personnel, resolving software and hardware issues.
• Manage CAD data, ensuring accurate record-keeping, system logs, and data security.
• Optimize CAD workflows to improve emergency response times and operational efficiency.
• Work closely with emergency services, IT, and airport operations teams to understand requirements and implement necessary configurations.
• Troubleshoot system performance issues and coordinate with vendors for support as needed.
• Document system configurations, procedures, and user guides.
• Research and recommend new CAD technologies and tools to enhance performance and usability.
• As applicable, engage third-party vendors to provide contracted services concerning issues causing a system failure. This may include some instances involving third-party vendor on-site support and coordination of third-party upgrade services when applicable.
• Diagnose, triage, gather logs, and coordinate with Motorola Technical Support, Motorola Engineering teams, and contractually agreed upon third-party vendors to resolve reported P1 system incidents/problems.

• Perform periodic system maintenance and software patching, on physical and virtual servers
• Assist with database system backups.
• Perform GIS mapping data as needed
• Understand system dependencies and related connections.
• Assist in developing internal documentation pertaining to P1 system configuration, administration, and troubleshooting.
• Assist with upgrade planning and installations.
• Troubleshoot any issues with any of the third-party interfaces
• Assist with technical system requirements analysis
• Work with Customer staff to identify and resolve reported system incidents/problems.
• Ensure that reported incidents/problems are documented, analyzed, validated, and escalated (when necessary) through full resolution.

• A fully operational and optimized CAD system for emergency dispatch.
• Regular reports on system performance, user support issues, and implemented improvements.
• Up-to-date documentation on CAD standards, configurations, and best practices.
• Training materials and sessions for emergency dispatch users.
• Implementation of security protocols for CAD data integrity and access control.

• Bachelor’s degree in Computer Science, Emergency Management, or related field.
• Minimum of 3-5 years of experience in CAD administration for emergency services.
• Proficiency in Computer Aided Dispatch software and functions such as Motorola Premier One, or similar.
• Experience with GIS mapping, radio communication systems, and airport security integrations.
• Knowledge of provisioning and report creation
• Strong problem-solving and troubleshooting skills.
• Excellent communication and training abilities.
• Familiarity with scripting and automation for CAD workflows (Python, SQL, etc.) is a plus.

• Viper E911 system
• Fire records management system
• Fire station alerting system
• Call recording system
• Emergency Medical Dispatch
• Police Records Management System

The CAD Administrator will report to AIS and be physically located at the C4 location.…