Emergency Communications Manager

The Emergency Communications Manager is responsible for the overall management, administration, and operational effectiveness of the Emergency Communications Center (ECC). This position oversees daily operations, personnel, technology, training, budgeting, policy development, and interagency coordination to ensure the timely, accurate, and professional handling of emergency and non-emergency communications. The Manager ensures compliance with local, state, and federal regulations while promoting high standards of service, accountability, and employee development.

Reports to: Police Division Chief

Direct Reports: Emergency Communications Supervisors

The listed examples of work are not intended to be all-inclusive. They may be modified with additions, deletions, or changes as necessary.

Operations Management

• Direct, plan, and oversee the daily operations of the Emergency Communications Center, including 911, non-emergency, radio, and related communication systems.
• Ensure adequate staffing, scheduling, and coverage to meet operational demands.
• Monitor performance metrics, call handling times, quality assurance outcomes, and workload trends.
• Establish and maintain operational procedures to ensure consistent, efficient, and effective service delivery.
• Supervise, coach, and evaluate supervisors and/or lead dispatch staff.
• Lead and participate in recruitment, hiring, onboarding, training, and retention of emergency communications personnel.
• Conduct performance evaluations and implement corrective action, discipline, and recognition in accordance with policy and labor agreements.
• Foster a professional, respectful, and team-oriented work environment that supports employee wellness and morale.
• Participates in 911 Authority Leadership team.

Training & Professional Development

• Oversee initial and ongoing training programs, including CTO/FTO programs, continuing education, and mandated certifications.
• Ensure compliance with state and federal training requirements.
• Support leadership development for supervisors and future leaders within the center.

Policy, Compliance & Risk Management

• Develop, review, and update policies, procedures, and operational guidelines.
• Ensure compliance with applicable laws, regulations, and standards (e.g., APCO, NENA, CJIS), and accreditation requirements.
• Oversee quality assurance and quality improvement programs.
• Identify operational risks and implement corrective or preventive measures.
• Oversee the use and maintenance of CAD, phone systems, radio systems, logging recorders, and related technologies.
• Coordinate with IT, vendors, and stakeholders on system upgrades, testing, implementation, and troubleshooting.
• Participate in procurement processes, RFP development, contract management, and technology planning.
• Maintains portable and mobile radio fleet along with necessary accessories.

Budget & Fiscal Management

• Develop and manage the Emergency Communications budget for 911 funds.
• Monitor expenditures, staffing costs, overtime, and equipment purchases.
• Prepare justifications, reports, and recommendations related to funding, grants, and capital projects.

Interagency Coordination & Public Relations

• Serve as a liaison with police, fire, EMS, public works, neighboring agencies, and regional partners.
• Represent the ECC in meetings, committees, and working groups.
• Assist with public education, community outreach, and stakeholder communication as assigned.

Strategic Planning & Special Projects

• Participate in long-term planning for staffing, technology, and service delivery improvements.
• Lead or support special projects related to system upgrades, facility improvements, policy revisions, or service expansion.
• Analyze trends and recommend improvements to enhance efficiency, effectiveness, and resiliency.

Emergency & Critical Incident Response

• Provide management-level support during major incidents, disasters, or emergencies.
• Participate in emergency operations center (EOC) activations as required.
• Ensure continuity of operations and disaster preparedness planning for the ECC.

• Additional duties as assigned.

• Bachelors degree in public administration, criminal justice, emergency management, communications, or a related field (or equivalent combination of education and experience).

• At least 4–5 years of experience in emergency communications, including supervisory or management experience.

• CCIC certification within 6 months of appointment and renewal of certification every year.

• APCO RPL, CMCP, ENP, or comparable professional certification.
• NIMS 100, 200, 700, 800
• FBI Trilogy courses

An equivalent combination of education, training and relevant job experience may be substituted.

New hires must, as a condition of employment, pass the following pre-offer and post-offer/hire…