Manager, Public Safety Communications Center

Manager, Public Safety Communications Center – Brown University

Brown University’s Department of Public Safety is a dually accredited (CALEA and RIPAC) department that provides the overall safety and security of the campus community. Situated physically within the Department of Public Safety, the Manager will lead the Public Safety Communications Center. The Manager is responsible for the daily operations, strategic development, and staff supervision of Brown University’s 24/7/365 Communications Center.

The Manager leads a team of Communication Control Officers (CCOs) and Public Safety Officers (PSOs) and ensures the effective coordination of emergency and non‑emergency calls for service, efficient use of public safety systems, and adherence to departmental standards and accreditation requirements.

In coordination with the Director of Strategic Initiatives and the OIT Public Safety Tech team, this position oversees the day‑to‑day facets of the police department’s information and public safety systems and applications including IMC CAD/RMS, 800 MHz, MDCs, portable radios, station alerting systems, and other public safety and related hardware and software.

• Provide strategic leadership and operational control over dispatch and technical staff.
• Manage staff by establishing and evaluating strategic group priority and performance expectations; assigning and directing the work of the division, applying discipline when necessary.
• Participate in the hiring process.
• Manage and oversee all data entry into the confidential automated records systems.
• Create, implement and maintain policy and procedures, standard operating manual and training manuals for the communication center.
• Assess training needs, determine training approach, develop course materials and conduct advanced technical training for all department personnel.
• Direct supervision of 15‑18 Communication Control Officers and Public Safety Officers across three rotating shifts.
• Manage scheduling, minimum staffing, overtime, and leave coverage.
• Conduct QA reviews of CAD logs, radio traffic, and emergency call handling.
• Handle performance management: evaluations, discipline, coaching, and documentation.
• Maintain 24/7 operational readiness and coverage of the Center.

• Manage onboarding, field training, and continuing education for dispatch staff.
• Track certifications and performance trends; implement remediation plans.
• Mentor senior dispatchers and leads to support career growth.
• Ensure alignment with accreditation standards and university policies.
• Collaborate with the Director to implement SOP updates, metrics, and modernization projects.
• Maintain documentation systems (e.g., Git Book) and standard operating procedures.
• Represent the Center in university planning, emergency drills, and meetings.
• Coordinate closely with Public Safety Tech on CAD, RMS, and radio workflows.
• Ensure daily practices comply with CALEA/RIPAC and state/federal regulations.
• Serve as liaison for audit preparation, document retention, and security practices.
• Maintain alarm contact data, radio protocols, and user access controls.
• Partner with OIT and Facilities on environmental and systems improvements.

• Serve as escalation point for complaints, inquiries, or service issues.
• Identify service improvement opportunities based on user feedback.
• Support debriefings, community feedback loops, and critical incident reviews.
• Act as a liaison to law enforcement and other state and federal agencies.
• Assist with the purchase of new hardware/software within approved budget.
• Implement hardware/software upgrades.
• Evaluate and resolve user problems.
• Maintain schedules for all equipment.
• Performance management and evaluations for staff.

• Assist with the purchase of new hardware/software within approved budget.
• Implement hardware/software upgrades.
• Evaluate and resolve user problems.
• Maintain schedules for all equipment.
• Performance management and evaluations for staff.