POSITION SUMMARY
The Emergency Communications Manager is responsible for the overall management, administration, and operational effectiveness of the Emergency Communications Center (ECC). This position oversees daily operations, personnel, technology, training, budgeting, policy development, and interagency coordination to ensure the timely, accurate, and professional handling of emergency and non-emergency communications. The Manager ensures compliance with local, state, and federal regulations while promoting high standards of service, accountability, and employee development.
REPORTING RELATIONSHIPS
Reports to: Police Division Chief
Direct Reports: Emergency Communications Supervisors
DUTIES AND RESPONSIBILITIES
The listed examples of work are not intended to be all-inclusive. They may be modified with additions, deletions, or changes as necessary.
Essential Duties & Responsibilities
Operations Management
Direct, plan, and oversee the daily operations of the Emergency Communications Center, including 911, non-emergency, radio, and related communication systems.
Ensure adequate staffing, scheduling, and coverage to meet operational demands.
Monitor performance metrics, call handling times, quality assurance outcomes, and workload trends.
Establish and maintain operational procedures to ensure consistent, efficient, and effective service delivery.
Personnel Management & Leadership
Supervise, coach, and evaluate supervisors and/or lead dispatch staff.
Lead and participate in recruitment, hiring, onboarding, training, and retention of emergency communications personnel.
Conduct performance evaluations and implement corrective action, discipline, and recognition in accordance with policy and labor agreements.
Foster a professional, respectful, and team-oriented work environment that supports employee wellness and morale.
Participates in 911 Authority Leadership team.
Training & Professional Development
Oversee initial and ongoing training programs, including CTO/FTO programs, continuing education, and mandated certifications.
Ensure compliance with state and federal training requirements.
Support leadership development for supervisors and future leaders within the center.
Policy, Compliance & Risk Management
Develop, review, and update policies, procedures, and operational guidelines.
Ensure compliance with applicable laws, regulations, and standards (e.g., APCO, NENA, CJIS), and accreditation requirements.
Oversee quality assurance and quality improvement programs.
Identify operational risks and implement corrective or preventive measures.
Technology & Systems Management
Oversee the use and maintenance of CAD, phone systems, radio systems, logging recorders, and related technologies.
Coordinate with IT, vendors, and stakeholders on system upgrades, testing, implementation, and troubleshooting.
Participate in procurement processes, RFP development, contract management, and technology planning.
Maintains portable and mobile radio fleet along with necessary accessories.
Budget & Fiscal Management
Develop and manage the Emergency Communications budget for 911 funds.
Monitor expenditures, staffing costs, overtime, and equipment purchases.
Prepare justifications, reports, and recommendations related to funding, grants, and capital projects.
Interagency Coordination & Public Relations
Serve as a liaison with police, fire, EMS, public works, neighboring agencies, and regional partners.
Represent the ECC in meetings, committees, and working groups.
Assist with public education, community outreach, and stakeholder communication as assigned.
Strategic Planning & Special Projects
Participate in long-term planning for staffing, technology, and service delivery improvements.
Lead or support special projects related to system upgrades, facility improvements, policy revisions, or service expansion.
Analyze trends and recommend improvements to enhance efficiency, effectiveness, and resiliency.
Emergency & Critical Incident Response
Provide management-level support during major incidents, disasters, or emergencies.
Participate in emergency operations center (EOC) activations as required.
Ensure continuity of operations and disaster preparedness planning for the ECC.
Other Duties & Responsibilities
PREPARATION AND TRAINING
Education
Bachelors degree in public administration, criminal justice, emergency management, communications, or a related field (or equivalent combination of education and experience).
Work Experience
Certifications and/or Licensures
Preferred Qualifications
Required Driver’s License
An equivalent combination of education, training and relevant job experience may be substituted.
NECESSARY SPECIAL REQUIREMENTS (in addition to above requirements):
New hires must, as a condition of employment, pass the following pre-offer and post-offer/hire processes: in-person or virtual interviews, reference checks, and background checks, which may include local police check, DMV check and sex-offender registry, polygraph or CVSA, pre and post psychological, drug screen, peer sit-along, and fingerprint checks through CBI/FBI. Cannot have been convicted of a felony or disqualifying misdemeanor as per NCIC/CCIC policy.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of:
Program management including but not limited to program development/administration, project management, budgeting, grant management/administration, record keeping,
Management and supervision of staff.
Operational characteristics, services, and activities of a public safety telecommunications and dispatch program.
Principles and practices of public safety communications.
Applications of various City and Police Department policies and procedures.
Operational characteristics of modern public safety telecommunications equipment.
Advanced mathematical concepts, including statistical analysis and comparison.
Applicable Federal, State and local codes, laws and regulations.
Network operating systems include installation, system administration, configuration, installation and maintenance.
Design, installation and management of voice communication systems including phone and radio.
Ability To
Oversee, direct, and coordinate the work of assigned staff.
Oversee and participate in the management of a comprehensive public safety telecommunications and dispatch system.
Prepare, monitor, and administer budgets.
Locate, write, and administer grants.
Operate and maintain a variety of public safety telecommunications equipment.
Participate in the development and administration of goals, objectives, and procedures.
Respond to requests and inquiries from the general public and City employees.
Prepare clear and concise administrative and financial reports.
Analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals.
Research, analyze, and evaluate new service delivery methods and techniques.
Interpret and apply Federal, State and local policies, laws and regulations.
Operate and use various software applications.
Communicate clearly and concisely, verbally, written, and interpersonally.
Establish and maintain effective working relationships with those contacted in the course of work.
Manage networks including data and telecommunications.
WORKING CONDITIONS
Work is primarily performed in an office and communications center environment. May require working nights, weekends, holidays, or extended hours during emergencies. Ability to sit for extended periods, view multiple computer screens, and respond effectively during high-stress situations. Local and non-local travel for meetings and conferences.
SALARY RANGE
$85,508 - $128,262/Annual Salary
APPLICATION DEADLINE
Open until filled.
