Dispatch Manager – Police Department –

General Description

The Communications Manager is responsible for the overall management, supervision, and administration of the Town’s Public Safety Communications Center. This role oversees planning, coordination, staffing, and information technology management to ensure the effective and efficient delivery of emergency communication services. This position requires independence, decision making, leadership, discretion, and accountability.

This position reports directly to the Chief of Police or their designee.

Salary: Starting salary at $96,590 with Step Raises.

Benefits: This position offers participation with excellent supplemental benefits such as full health and dental insurance, vision coverage, participation in the 457 deferred compensation program, entry into the Middlesex County Retirement Pension System, two (2) weeks of annual vacation time off and three (3) personal days off.

Shift information: Monday through Friday, 6:30am to 2:30pm, unless otherwise directed by the Chief of Police. Flexible to work off hours as well

Responsibilities:

• Collaborates with the Chief of Police or their designee to plan, develop, evaluate, coordinate, and implement tasks, policies, procedures, operational processes, and training. Key responsibilities include overseeing Public Safety Telecommunicators’ certification and training, and managing information technology and radio protocols for all Communications personnel.
• Serves as a liaison to the State 911 Department, Criminal Justice Information Services (CJIS), National Crime Information Center (NCIC), the Emergency Operations Center (EOC), and vendors. In addition, this position serves as a liaison between the Fire and Police Departments for concerns regarding communications from either source. The Communications Manager will also perform additional duties as directed by the Chief of Police or the Chief of Police’s designee.

• Documents the day-to-day operations and performance of all communications personnel. If discipline is required, the Communications Manager will document the situation and assist the Chief of Police or their designee as needed, but will otherwise be removed from the disciplinary powers of investigation.
• Grant acquisition, reimbursements and compliance

Essential Duties:

• Supervise, assign, review, and participate in the work of dispatchers handling emergency and non-emergency calls.
• Monitor phone and radio traffic for procedural compliance, and review Computer Aided dispatch (CAD) entries for completeness and accuracy.
• Assess employees’ compliance with policies and procedures. Support employee development by providing constructive feedback, recognition, and corrective action as needed. Provide verbal and written feedback, and initiate commendations when appropriate.
• Instruct new and current employees on policies and procedures.
• Manage employee scheduling.
• Ensure that all personnel maintain State 911 Department, Emergency Medical Dispatch (EMD), and CJIS certifications.
• Stay current on job-specific procedures by attending relevant training courses, seminars, and conferences.
• Communicate effectively with the public, subordinates, peers, and administration.
• Interpret and explain operational and procedural matters.
• Address complaints from citizens, employees, and external customers.
• Operate and monitor communications systems including CAD, radio, CJIS, and NCIC.
• Operate and monitor all systems utilized by communications personnel.
• Review statistical data on center and employee performance. Adjust schedules as needed to meet performance goals.
• Troubleshoot issues and report them to the appropriate personnel.
• Prepare analytical and statistical reports and memos as required.
• Prepare copies of recordings as directed.
• Acquire and maintain State 911 Department grants, including applications, reimbursement requests, and compliance.
• Appear in court as subpoenaed.
• Represents the department in meetings; builds partnerships; provides public education on 911 services.

Minimum Job Requirements:

High School Diploma or GED; at least 6 years of experience in emergency communications Massachusetts Public Safety Telecommunicator Certification; or eligibility for Certification by waiver. Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year-for-year basis.

Required Knowledge, Skills, and Abilities:

• Modern and complex principles and practices of providing emergency communication services.
• Police dispatch, Criminal Justice Information Services (CJIS) and National Crime Information Center (NCIC) operator functions.
• Operations, services, and activities of an emergency communications or dispatch program.
• Basic operations, services, and activities of a training program.
• Modern office procedures, methods, and equipment, including computer systems, Microsoft Office, and principles of business letter writing and basic report preparation.
• Principles of supervision, training, and performance evaluation.

Conditions of Employment:

• Must pass a pre-employment criminal background check.
• Must pass a post-offer, pre-employment physical examination and medical history check.
• Must successfully maintain Massachusetts Public Safety Telecommunicator certification.
• Must successfully complete all internal police dispatch and related security training.
• Must possess a valid driver’s license