Division Chief of Emergency Communications - Public Safety Department

• Location:
  
  221 PALAFOX PLACE, SUITE 140, Pensacola, FL, 32502, United States
• Base Pay: $70,283.2 - $87,854.00 / Year
• Job Category:
  Emergency Communications, Management, Public Safety
• Employee Type:
  Full Time
• Manage Others:
  Yes

The Communications Division Chief is responsible for the leadership, management, and operational oversight of the Emergency Communications Center (ECC) and all 911-related services. This position ensures the reliable, efficient, and compliant delivery of emergency call-taking and dispatch services for law enforcement, fire, and emergency medical services (EMS).

The Communications Division Chief serves as a critical leader in public safety, overseeing personnel, technology systems, and operational protocols while ensuring readiness for emergency and disaster response.

This role also functions as a key liaison between public safety agencies, government leadership, and the community. This position reports directly to the Director of Public Safety.

This is a “mandatory-testing” position that requires Drug Testing.

• Directs and oversees all operations of the 911 Emergency Communications Center, including call-taking, dispatch, and support services
• Manages supervisory staff and personnel by assigning work, evaluating performance, ensuring training, and enforcing policies and procedures
• Establishes operational priorities and ensures appropriate staffing levels to meet service demands
• Promotes a culture of professionalism, accountability, and high performance
• Ensures the timely, accurate, and efficient handling of 911 calls and dispatching of emergency services
• Oversees compliance with national, state, and local standards, including accreditation and quality assurance programs
• Develops, implements, and updates standard operating procedures (SOPs) for emergency communications
• Oversees the administration and maintenance of Computer‑aided Dispatch (CAD) systems, 911 telephony systems, radio communications, and related technologies
• Coordinates with IT and vendors to ensure system reliability, upgrades, and cybersecurity protections
• Manages communication infrastructure, including towers, radio systems, and backup systems
• Directs training programs for telecommunicators, dispatchers, and supervisory staff
• Ensures compliance with certification and continuing education requirements
• Implements quality assurance and performance improvement programs
• Serves in a leadership role during major incidents, disasters, and emergency activations
• Coordinates communications support for Emergency Operations Center (EOC) activations
• Ensures continuity of operations (COOP) and disaster recovery planning for communications systems
• Collaborates with law enforcement, fire departments, EMS providers, and other public safety agencies
• Represents the Communications Division at meetings, committees, and public safety initiatives
• Maintains mutual aid agreements and interlocal coordination efforts
• Develops and manages the division’s budget, including personnel, equipment, and capital improvements
• Oversees procurement, contracts, and vendor relationships
• Prepares reports, presentations, and recommendations for executive leadership and governing bodies
• Supports public education initiatives related to 911 usage and emergency preparedness
• Assists with media communications related to emergency communications operations
• Ensures compliance with all applicable laws, regulations, and standards governing emergency communications
• Investigates complaints, incidents, and operational issues; implements corrective actions
• Performs other duties as assigned

• Demonstrate knowledge of emergency communications operations, including call-taking and dispatch protocols
• Apply knowledge of public safety systems, including law enforcement, fire, and EMS operations
• Operate and maintain Computer‑aided Dispatch (CAD) and 911 telephony systems
• Manage radio communications systems and supporting infrastructure
• Ensure compliance with applicable laws, regulations, and accreditation standards
• Administer budgets and support public sector administrative functions
• Lead, supervise, and develop teams
• Manage crises…