Emergency Dispatch Center Manager

Overview

GENERAL STATEMENT OF DUTIES
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Employees in this position are responsible for overseeing the operations, management, and strategic direction of the emergency communications center. This role ensures that all emergency and non-emergency calls are handled efficiently, accurately, and in compliance with local, state, and federal regulations. The director will lead a team of dispatchers, supervisors, and support staff, ensuring high performance, proper training, and adherence to policies and procedures.

SUPERVISION RECEIVED
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Work is under the general supervision of the Police Commissioner or their designee.

SUPERVISION EXERCISED
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Supervision is exercised over employees of the Dispatch Center.

• Oversee the daily operations of the 911 call center, ensuring efficiency and adherence to operational protocols.
• Develop and implement policies, procedures, and best practices to improve call response times and service quality.
• Supervise and support call center personnel, including hiring, training, performance evaluations, and discipline as needed.
• Maintain training records and schedule routine and necessary training of employees as required.
• Foster a positive work environment that promotes teamwork, accountability, and professional growth.
• Manage scheduling to ensure adequate staffing and emergency preparedness.
• Ensure the center complies with all applicable local, state, and federal regulations regarding emergency communications.
• Maintain and enforce protocols for handling emergency and non-emergency calls, ensuring rapid and accurate response.
• Monitor call performance, reviewing work performance of Emergency Dispatch staff to ensure quality of work.
• Oversee quality assurance programs to ensure high standards in emergency dispatching.
• Conduct audits and reviews to ensure adherence to policies and procedures.
• Oversee the implementation and maintenance of communication systems, including Computer-Aided Dispatch (CAD) and other emergency response software.
• Collaborate with IT and vendors to ensure reliable and secure emergency communication technology.
• Plan for and oversee upgrades, system testing, and maintenance of communication equipment.
• Ensure redundancy and disaster recovery plans are in place and effective.
• Develop and implement emergency response and disaster recovery plans.
• Coordinate with emergency management officials to ensure the call center's role in large-scale emergencies is well-defined.
• Lead response efforts during major incidents, ensuring seamless coordination among emergency response agencies.
• Develop and manage the department’s budget, ensuring resources are allocated effectively.
• Order and maintain necessary office supplies.
• Identify funding opportunities, including grants and state/federal assistance, to support operational needs.
• Serve as a liaison between the emergency dispatch center and local law enforcement, fire departments, emergency medical services, and government agencies.
• Represent the emergency dispatch center at meetings, conferences, and community events.
• Educate the public on 911 operations and emergency preparedness.
• Respond to inquiries, concerns, and complaints from the public and government officials.

The above statements are intended to describe the general nature and level of work being performed by people assigned this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

DESIREABLE QUALIFICATIONS FOR EMPLOYMENT
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Strong leadership and personnel management skills. Excellent decision-making and crisis management abilities. Proficiency in emergency communication technology, including CAD and radio systems. Master’s degree from an accredited United States University or College in Public Administration, Emergency Management, Fire Science, Fire Administration or Criminal Justice from an accredited United States University or College preferred. Knowledge of federal and state regulations governing 911 operations.

Strong budgeting and financial management skills. Ability to work under high-pressure situations while maintaining professionalism. Effective…