Communications Center Manager

Department: Public Safety

Category: Public Safety, Security, and Emergency Services

Job Type: Full-Time

DEPARTMENT OVERVIEW

The Department of Public Safety (DPS) is the primary department charged with creating a safe and secure environment at Princeton University. DPS operates 24 hours a day, 365 days a year, and is comprised of 164 staff members. The department consists of professional University police, security officers, dispatchers, and administrators dedicated to providing best-in-class service to the community.

DPS was originally recognized and awarded Law Enforcement Accreditation from the Commission on Accreditation for Law Enforcement Agencies (CALEA) in July 2015, and subsequently awarded reaccreditation status in July 2018 and July 25, 2022. CALEA serves as the "International Gold Standard for Public Safety Agencies" and oversees a rigorous accreditation process. In addition, DPS was awarded accreditation status by the New Jersey State Association of Chiefs of Police Law Enforcement Accreditation Commission (NJLEAC) on March 14, 2019, and subsequently awarded reaccreditation status on March 10, 2022.

These awards are a mark of professional excellence and signify that we have earned these distinguished honors through continued compliance with CALEA/NJLEAC Standards. Throughout these processes, we established and implemented policies and practices that meet or exceed the National and State standards, to serve both the Department and the community well in the future.

To read the Princeton University Annual Security and Fire Safety Report .

POSITION OVERVIEW

Reporting to the Director of Operations, the Communications Center Manager (CCM) serves a vital role in coordinating and directing the operations of the Department of Public Safety (DPS) Communications Center. The CCM manages all dispatch personnel, overseeing scheduling, promotions, hiring and disciplinary actions; performing all aspects of performance management for supervisory team, including motivation, direction, assignments, accountability, evaluation, and professional development;

oversees recruitment, application screening and interview process for new dispatch employees; develops and implements training for new and existing dispatch employees; responds to concerns or complaints regarding dispatch communications service delivery; sets expectations of quality service and customer satisfaction then follows through with proactive performance management, training programs, team building and application of available technology and industry practices; interacts with external campus stakeholders regarding issues affecting DPS operation, providing input and direction.

The CCM is tasked with building top‑notch services through creating a positive work environment and instilling excellence for all team members regarding their job performance with a focus on organizing and directing the day‑to‑day activities of the Communications Center. The CCM must have a vision for the future of a 911 emergency center and for guiding and directing the team to achieve goals and objectives established by the department.

The CCM understands that successful performance in critical public safety functions is a measurement of whether the correct actions are taken, not just the avoidance of a negative outcome; and recognizes that members of the Princeton University campus (students, faculty, staff, scholars, alumni and visitors) are our customers, and all DPS staff should strive to provide service that exceeds expectations.

The Communications Center is responsible for all inbound and outbound public safety communications, including the RAVE system which could go out to the entire campus community at any time, day or night. The Communication Center also actively monitors alarms and critical system signals. The systems include routine and emergency phone calls, alarm monitoring, video security, radio and connection to local, state, regional and federal computer systems and radio networks.

Dispatchers are often the first professional to engage with community members requiring emergency services and routine requests for service or information. The CCM will…