Communications Center Manager

JOB TITLE: COMMUNICATIONS CENTER MANAGER

EMERGENCY SERVICES COMMUNICATIONS CENTER

The purpose of the class is to perform a variety of complex administrative, managerial, and supervisory work in planning, coordinating, and supervising the daily operations of the 24‑hour 9‑1‑1 Unified Communications Center; to supervise communications personnel through the chain of command, and to perform related work as required. The class plans, organizes, and implements programs within major organizational policies, reporting program progress to executive‑level administration through reports and conferences.

Reports to the Emergency Services Director.

• Assists the Emergency Services Director in planning, organizing and directing all programs and activities of the Communications Center, ensuring the department’s compliance with applicable federal, state and local laws and regulations, policies and procedures, and standards of safety.
• Supervises subordinate staff and officers through the chain of command; supervisory duties include instructing, assigning, reviewing and planning work of others; maintaining standards; coordinating activities; assisting with the selection of new employees; acting on employee problems; selecting new employees, appraising employee performance, recommending promotions, recommending and enforcing employee discipline and discharge.
• Reviews the work of subordinates for completeness, accuracy and compliance with policies and standards; evaluates performance and makes recommendations as appropriate; offers advice and assistance as needed.
• Provides adequate training and development of the communications personnel; ensures compliance of subordinates with departmental and state training requirements.
• Performs CAD AVL, NCIC, 9‑1‑1 phone system, VHF, UHF, 800 radio coordination; keeps CAD information up to date and current for police, fire, and emergency medical service.
• Configures and troubleshoots terminals, printers, servers, radios, CAD, AVL, NCIC, 9‑1‑1‑ phone system, recording equipment and all 9‑1‑1 equipment in the Communications Center. Programs consoles for the Communications Center.
• Interacts with support and service personnel and other agency heads when problems or a coordinated effort is needed or when there are equipment problems.
• Maintains availability 24‑hours a day for any problems that occur with the 9‑1‑1 Communications Center.
• Schedules the full‑time and part‑time operators for a 24‑hour a day operation of the County 9‑1‑1 Communication Center, which includes the approval or denial of leave time. Also schedules equipment upgrades for the Center and approves training schedules.
• Reviews and approves timesheets for all communications personnel.
• Recommends equipment and other new technology. Projects the future needs of the Communications Center through the development of a five‑year strategic plan.
• Supervises the investigation of and/or investigates complaints regarding department personnel or policies.
• Serves as the Terminal Agency Coordinator that is solely responsible for review and audit of all entries into NCIC; conducts yearly audits of municipal police agencies and the County Communication Center. Maintains all SLED equipment.
• Performs the overall coordinator’s role for automatic vehicle locator system, computer aided dispatch system, emergency medical dispatch program, and quality assurance program.
• Receives and/or reviews shift report, EMS response reports, EMD reports, monthly communication reports, computer aided dispatch, call incident reports, street updates/address changes, emergency response plans, and citizens medical and residential security information, purchase orders, intelligence reports, etc.
• Prepares and monitors the Communications Division's annual budget; prepares related reports.
• Formulates, reviews and revises departmental policies and procedures as necessary; ensures that new and amended policies and procedures are disseminated to personnel with appropriate instructions and training.
• Analyzes department activity and crime trends by examining incident reports, statistics and state/federal crime reports; evaluates efficiency…