Communications Division Manager

Communications Division Manager

The Communications Division Manager is responsible for overseeing the daily operations of the Communications Division, including supervision of telecommunications supervisors and telecommunicators. This position ensures the efficient handling of emergency and non-emergency calls, compliance with local, state, and national standards, and the effective use of communication systems such as 9-1-1, CAD, and law enforcement databases.
Supervise and manage Telecommunications Supervisors and Telecommunicators. Oversee daily operations of the communications center, ensuring proper staffing and coverage. Ensure all emergency and non-emergency calls are handled in accordance with established protocols, policies, and procedures. Monitor and evaluate employee performance, providing coaching, discipline, and training as needed. Ensure accurate entry and management of calls for service in the Computer Aided Dispatch (CAD) system. Maintain operational knowledge and compliance with:
9-1-1 emergency systems Texas Law Enforcement Telecommunications System (TLETS)
National Crime Information Center (NCIC) / Texas Crime Information Center (TCIC)
Ensure adherence to nationally recognized emergency call-taking protocols. Coordinate training programs, certifications, and continuing education for all communications personnel. Oversee quality assurance programs and ensure compliance with accreditation standards. Develop and implement standard operating procedures and policies. Respond to critical incidents and provide leadership during high-stress situations
High School Diploma or GED required. Bachelor's degree in Criminal Justice, Public Administration or a related field.
Two (2) years of related experience may be substituted for one (1) year of education.
Minimum of 5 years of experience in emergency communications or dispatch. Minimum 2 years of supervisory or management experience required. Certificates, Licenses and Registration: Must have a current valid Texas motor vehicle operator's license. Must be able to be insured by the County's insurance carrier.
Comprehensive knowledge of:
Emergency communications operations 9-1-1 call handling procedures
CAD systems
TLETS, NCIC, and TCIC systems
Ability to work flexible hours, including nights, weekends, and holidays as needed. Must be bilingual in English and Spanish, with the ability to effectively communicate verbally and in writing in both languages. Strong leadership and supervisory skills. Ability to manage high-stress, fast-paced environments. Excellent communication and decision-making abilities. Proficiency in multi-tasking, including simultaneous call-taking and data entry. Knowledge of federal, state, and local regulations governing emergency communications.