Communications Center Manager

Job Summary

This is a highly responsible administrative and managerial position within the Police Department Communications Division. An employee in this classification is responsible for planning, organizing, directing, and managing the operations of the Police Department Communications Center, including emergency and non-emergency call taking and law enforcement dispatch services. Work is performed under the general direction of the Police Major or designated command staff member.
Essential Job Functions (Illustrative Only)

Plans, organizes, and directs the daily operations of the Police Department Communications Center, including emergency 911 call taking and police dispatch services.
Supervises communications supervisors, public safety telecommunicators, and support personnel. Establishes work schedules, assigns duties, and evaluates employee performance.
Develops, implements, and maintains communications center policies, procedures, and operational guidelines.
Oversees recruitment, selection, training, discipline, and professional development of communications personnel.
Monitors communications center performance including response times, call processing efficiency, and dispatch effectiveness. Reviews operational and statistical reports to identify trends and implement improvements.
Administers the communications division budget including planning for equipment replacement, technology upgrades, and operational expenditures.
Coordinates the maintenance, operation, and upgrade of communications technology systems including:
Computer Aided Dispatch (CAD) systems.
911 call handling systems
Radio communications systems
Audio recording systems
Law enforcement information systems including FCIC/NCIC
Coordinates with City Information Technology staff and system vendors to ensure proper system performance, reliability, and security.
Maintains coordination with Brevard County public safety agencies and other regional emergency communications centers to ensure operational interoperability.
Participates in regional communications planning initiatives involving law enforcement, fire rescue, emergency management, and other public safety organizations.
Ensures compliance with federal and state regulations related to public safety communications operations, CJIS security requirements, and criminal justice information systems.
Establishes quality assurance and performance evaluation programs for communications operations.
Prepares reports, correspondence, and administrative documentation related to communications center operations.
Responds to inquiries, concerns, and complaints regarding communications center operations.
Performs related work as required.
Knowledge, Abilities, and Skills:
Knowledge of the principles, practices, and procedures of a public safety communications center.
Knowledge of emergency call handling and law enforcement dispatch operations.
Knowledge of communications technologies including Computer Aided Dispatch (CAD), radio communications systems, 911 call handling systems, and law enforcement database systems.
Knowledge of federal, state, and local regulations governing public safety communications operations and criminal justice information systems.
Knowledge of supervisory principles, personnel management, budgeting, and organizational administration.
Ability to plan, organize, and direct the work of communications personnel.
Ability to analyze operational data and prepare reports regarding communications center performance.
Ability to develop and implement policies and procedures related to communications operations.
Ability to communicate effectively with employees, public safety personnel, government officials, and the public.
Ability to maintain accurate records and administrative documentation.
Ability to exercise sound judgment and maintain composure during emergency situations.
Education & Experience

High school diploma or equivalent is required
Associate and/or undergraduate degree in related field of study preferred
Five (5) years of progressively responsible experience in public safety communications, emergency dispatch, or communications center operations.
3 years of experience at Titusville Police Department is preferred.
Have one (1) year of experience as a Public Safety Answering Point Supervisor
An equivalent combination of education, training and experience (with at least three (3) years at the supervisory level) providing the necessary knowledge, skills and abilities
Special Requirements

Must possess or obtain Florida Public Safety Telecommunicator Certification.
Must possess or obtain FCIC/NCIC certification.
Must successfully complete polygraph examination, psychological testing, fingerprinting, and background investigation.
Must possess a valid Florida driver's license.
This position is safety sensitive and is subject to testing for alcohol and controlled substances in accordance with the City's current Drugs and Alcohol policy.
During occasions of local emergencies this position may be required to report to perform emergency tasks, which may result in extended work hours as well as extended periods of time away from family members. The Incident Commander and the employee's department Head will make the determination as to who will be required to work.
Physical Requirements:
Ability to sit for extended periods of time
Ability to communicate effectively verbally and in writing, both in person and via telephone or radio.
Ability to view computer monitors for extended periods.
Ability to lift and carry paper boxes and materials weighing up to forty-five (45) pounds.
This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position.
While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties as necessary. This job description does not constitute a written or implied contract of employment.
The City of Titusville is an Equal Opportunity Employer. In compliance with the American's with Disabilities Act, the City of Titusville will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
E.O.E. The City of Titusville prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.