Emergency Communications Manager

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Manages and directs the multi-agency Public Safety Answering Point (PSAP) and Communications Center, including 911 call-taking, emergency dispatch, ProQA protocol compliance, public safety radio networks, CAD systems, and related technology infrastructure. Provides strategic leadership, administrative oversight, and operational direction to ensure effective, efficient, and professional delivery of emergency communications services to the public and public safety agencies.

Applicants are required to attach a resume and cover letter.

ESSENTIAL FUNCTIONS:  Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills.  This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties that are not listed below; reasonable accommodations will be made as required.  The job description does not constitute an employment agreement and is subject to change at any time by the employer.  Essential duties and responsibilities may include, but are not limited to, the following:

Operations, Personnel & Training

• Manages the daily operations of the Emergency Communications Division, including staffing, scheduling, shift coverage, and support functions for a 24/7/365 public safety communications center.

• Supervises, evaluates, trains, and supports assigned personnel, including recommendations related to performance, discipline, employment status, and professional development.

• Oversees the Communications Training Officer program and ensures employees maintain required certifications, licenses, and continuing education, including TCOLE, TCIC/NCIC, ProQA, CPR/First Aid, and related requirements.

• May perform 911 call-taking, dispatching, or related communications functions as operational needs require.

Policy, Compliance, Quality Assurance & Technology

• Develops, implements, and maintains policies, procedures, and operational standards consistent with department General Orders, public safety communications best practices, and applicable federal, state, and industry requirements.

• Ensures compliance with ProQA EMD/EFD protocols, FCC 911 answer-time standards, quality assurance requirements, and other applicable performance metrics.

• Oversees the division’s Quality Assurance/Quality Improvement program, including call review, protocol compliance, performance scoring, and benchmarking in accordance with APVO and NENA standards.

• Manages and supports public safety communications technology, including E-911, CAD, ProQA, logging/recording systems, radio systems, GIS/ALI data, and Next Generation 911 planning in coordination with IT, vendors, and regional partners.

• Leads or supports accreditation efforts, including CALEA, APCO, NAED ACE, or similar public safety communications designations.

Administration, Budget & Emergency Coordination

• Develops and manages the division budget, monitors expenditures, identifies grant opportunities, and prepares operational and performance reports for department and city leadership.

• Maintains required records and responds to open records requests related to communications records in accordance with applicable retention requirements.

• Coordinates with regional partners on interoperability, mutual aid dispatch agreements, backup PSAP operations, continuity of operations, and disaster recovery planning.

• Represents the Communications Division during Emergency Operations Center activations and supports emergency response operations during declared emergencies or large-scale events.

• Performs other duties as assigned.

MINIMUM QUALIFICATIONS: 

Education, training, and Experience Guidelines

Bachelor's degree from an accredited college or university with major coursework in business administration, public administration, emergency management, or a related field. Five (5) years of full-time increasingly responsible work experience in joint emergency communications (Police/Fire/EMS) or public safety dispatch operations. Two (2) years of the required experience must have been in an administrative and supervisory capacity.

One additional year of the required experience may be substituted for one (1) year (30 semester hours) of the required education with a maximum substitution of four (4) years.

Knowledge of