Communications Captain

LOCATION:

Queen Anne's County, Maryland

The Communications Captain serves as the principal administrative and operational assistant to the Assistant Chief of Communications and is responsible for the day-to-day management, coordination, and oversight of Communications Division operations, personnel, programs, and special projects. The Communications Captain provides direct supervision of 911 Specialist Lieutenants and assigned administrative personnel, oversees division-wide training, quality assurance, scheduling, accreditation, and personnel management functions, and ensures the implementation of departmental goals, policies, and strategic initiatives.

Employees in this classification are expected to maintain proficiency in all duties and responsibilities assigned to lower-level 9-1-1 Specialist classifications.

• Directly supervise 911 Specialist Lieutenants and assigned administrative personnel.
• Oversee daily Communications Division operations and ensure compliance with departmental policies, procedures, accreditation standards, and applicable laws and regulations.
• Manage and coordinate personnel management activities, including hiring processes, onboarding, employee development, performance management, and disciplinary actions.
• Review and monitor employee evaluations, corrective action plans, attendance trends, and personnel performance metrics.
• Oversee division scheduling practices, staffing plans, leave management, and workforce planning initiatives.
• Manage and monitor the Communications Division Quality Assurance and Quality Improvement programs.
• Oversee the Certified Training Officer (CTO) program and ensure compliance with all training, certification, and continuing education requirements.
• Coordinate administrative investigations, employee complaints, and operational reviews as assigned.
• Coordinate the development, implementation, review, and maintenance of Communications Division policies, standard operating guidelines, and operational procedures under the direction of the Assistant Chief of Communications.
• Coordinate and monitor division projects, technology implementations, accreditation activities, and special assignments.
• Prepare reports, presentations, statistical analyses, and recommendations for the Assistant Chief of Communications.
• Monitor operational performance indicators and recommend improvements to staffing, training, procedures, and service delivery.
• Serve as liaison between the Communications Division and public safety partners, vendors, contractors, and county departments as assigned.
• Coordinate operational readiness activities for significant incidents, planned events, and emergency activations.
• Serve as Acting Assistant Chief of Communications when designated.
• Foster a culture of professionalism, accountability, teamwork, and continuous improvement throughout the Communications Division.

Under general direction provides supervision to one Sergeant and three or more 911 Specialists. Carries out supervisory responsibilities in accordance with the County’s policies and applicable laws; responsibilities include interviewing, recommending and selecting candidates for employment; training employees; planning, assigning, and directing work; appraising employee performance; counseling, rewarding and disciplining employees; investigating employee grievances; approving and mediating disciplinary action; and addressing complaints and resolving problems.

Must meet certification requirements established for the 9-1-1 Specialist Lieutenant position.

• Thorough knowledge of public safety communications operations, policies, procedures, and applicable regulations.
• Knowledge of quality…