Under general direction, oversees and manages the operations of the communications center, ensuring high standards of work quality and strict adherence to policies and procedures. Additionally, performs specialized duties assigned by the Chief of Police and the Chief of Fire Department.
Safety/Security Sensitive Designation: This position is classified as safety/security sensitive under the Arkansas Medical Marijuana Amendment and is therefore subject to random drug and alcohol testing.
- Provide good customer service to both internal and external customers; maintain positive and effective working relationships with other City employees (especially members of their own team), and have regular and reliable attendance that is non-disruptive.
- Directly supervises 7 supervisory subordinates and indirectly supervises 21-30 personnel. Carries out supervisory responsibilities in accordance with the City's policies and applicable laws; Responsibilities include interviewing, hiring, and training new employees; planning assigning, and directing work; appraising performance, rewarding and disciplining employees; motivating, developing, and directing people as they work; addressing complaints and resolving problems.
- Serve as the Public Safety Answering Point (PSAP) Manager, act as the single 9-1-1 point of contact and carry all associated responsibilities. The PSAP Manager must provide all the necessary training, information, supplies, etc., to ensure all 9-1-1 calls are handled in accordance to policies related to the 9-1-1 system. Prepare annual certification documents required to receive funding from the Arkansas 911 Board.
- Serve as a liaison between assigned departments, other agencies and the general public. Coordinate with police, fire, and other City departments to make sure calls for service are handled in accordance with their policies and procedures. Coordinate with City IT on hardware and software upgrades to reduce impact on services during these changes.
- Responsible for the City's two-site simulcast radio system, which includes renewing all licenses through the FCC, arranging for radio programming on the new system, and tracking all system user agreements with other agencies. Oversee two separate tower sites which include the maintenance and upkeep of the buildings and grounds and the fire suppression systems for both sites. Work to maintain Motorola's R56 standards. Responsible for making sure all equipment in the dispatch center is operational and functioning properly for the radio system.
- Oversee the Springdale Communications Center training program to ensure training materials are current and in compliance with the APCO minimum standards training program. Review training records to ensure all dispatchers meet training requirements. Oversee the accreditation of APCO Project 33 accreditation.
- Compile statistical reports using the Records Management System.
- Prepare and manage the Springdale Communications Center budget for training.
- Oversee the quality assurance program for the Springdale Communications Center, police, fire and EMS. Oversee processes involving accreditation and reaccreditation with the International Academy of Emergency Dispatch.
- Assist the project manager on assigned special projects for the police and fire department to write formal bids, requests for proposals, negotiate contracts, and manage large scope projects that impact multiple departments across the city, such as radio system procurement.
- Plan and direct the 24- hour operation of emergency response for the Springdale Communications Center, ensuring all calls for service are promptly and efficiently handled in accordance with current policies and procedures.
- Investigate complaints received in the dispatch center related to call-taking and dispatching. Respond to difficult and sensitive situations and handle confidential matters.
- Attend meetings and training events to obtain/maintain recommended professional certifications through recognized 911 professional organizations such as APCO, ACIC, and IAED.
- Ensure policies and procedures are current and up-to-date with industry standards, and consistent with police and fire policies and procedures.
- Oversee any and all prepared digital audio media of radio and telephone communications as requested by the general public, police and fire personnel, or the city prosecutor's office.
- Develop and establish goals, performance standards, and objectives for the communications center.
- Prepare clear, concise, and understandable written documents. Prepare and deliver effective presentations, follow oral and written instructions, and prepare clear and comprehensive reports.
- Oversee and manage scheduling and overtime for the Springdale Communications Center and ensure shifts are adequately staffed.
- Oversee any and all maintenance of equipment in the communications center and replacement of equipment as necessary.
- Oversee any warranties and maintain warranties on any equipment in the communications center; order and get bids for any new equipment as needed.
- Oversee and prepare yearly evaluations/assessments for assigned personnel.
- Oversee and actively participate in the recruitment and hiring process for communication center personnel, including application review, testing, interviews, and related activities.
- Perform any other duties as required or assigned.
- Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of 4 years in high school, plus night, trade extension, or correspondence school specialized training, equal to 2 years of college, plus 5 years related experience and/or training, and 2 years related management experience, or equivalent combination of education and experience.
- Required: ACIC Level I & II Certification, Emergency Medical Dispatch (EMD) Certification, CPR Certification, Public Safety 40 hour Basic Telecommunicator Certification, Emergency Fire Dispatch (EFD) Certification, Emergency Medical Dispatch Quality Assurance Certificate (EMD-Q), Emergency Fire Dispatch Quality Assurance Certificate (EFD-Q)NIMS -FEMA 100,200, and 700, 702, 703, 800, and 29a, NCMEC (National Missing and Exploited Children) training, NAMUS, Rave Mobile Safety Training, ACTIVE911 Training; Certified Training Officer (CTO) Certification, Criminal Justice Information Systems Certification (CJIS).
- Preferred: Instructor Development Certificate, Registered Public Safety Training (RPL).
- The incumbent must be proficient in the use of personal computer, Microsoft Office Suite, HTE AS400, Tyler Enterprise CAD, RMS and mapping systems, P25 digital 800 MHz trunked communications radio system, ACIC/NCIC, fax machine, email, TTY, Vesta 911, cell phone, Locution, Springdale Message Board, PaperVision, Pro QA system, language line services, multi-line phone system, headsets, recorder, alarm systems, various camera systems, time and attendance software, and standard office equipment.
- The incumbent must have the ability to utilize both internal and external resources to obtain information and data necessary to carry out routine assignments and special projects.
- Must have ability to establish and maintain effective working relationships with management and staff.
- Requires a willingness to take on responsibilities and challenges, a willingness to lead, take charge and offer opinions and direction.
- Requires the incumbent to establish and maintain personally challenging achievement goals and exerting effort toward mastering tasks.
- Requires developing one's own way of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
- The job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
- Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- The job requires being sensitive to others' needs and feelings and being understanding and helpful.
- The job also requires being pleasant with others on the job and displaying a good-natured, cooperative attitude being open to change (positive or negative) and to considerable variety in the workplace.
- The job requires preferring to work with others rather than alone and being personally connected with others on the job and regular contact within the department and with other departments as needed.
- Must have knowledge of electronic equipment, and computer hardware and software.
- Must have knowledge of media production and alternative ways to inform and entertain via written, oral and visual media.
- Must have knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal and human life.
- Must have the ability to learn various processes and procedures, such as handling calls from citizens who may be under the influence, suicidal, mentally impaired, irate, etc. in a professional manner.
- Ability to handle multiple tasks and yield multiple calls virtually at the same time.
- Must be able to withstand a complete background investigation, polygraph examination, and drug screening(s).
Must be able to pass FBI criminal background fingerprint check and have the ability to comply with state and federal requirements for criminal justice information security standards and obtain necessary certifications.
