Communications Center Manager Job Description

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CHARACTERISTICS OF THE CLASS

Under general supervision, the Communications Center Manager performs administrative and managerial work related to public safety emergency communications. Oversees and directs communications personnel in the Public Safety Answering Point (PSAP), Enhanced 9-1-1, 800 MHZ radio dispatch, computer aided dispatch, state and national teletype system. Work involves leading, planning, organizing, managing, coordinating, directing, developing and implementing policy and operating procedures and evaluating the results, activities and personnel of the Communications Center in providing accurate information, prompt service to the general public, and the Police and Fire Departments. Performs other work as required under the direction of the Police Division Commander and work performance is reviewed through observation, conferences, evaluation and quality of results provided by the Communications Center.

 

EXAMPLES OF WORK PREFORMED

NOTE: THE LISTED DUTIES ARE ONLY ILLUSTRATIVE AND ARE NOT INTENDED TO DESCRIBE EVERY FUNCTION THAT MAY BE PERFORMED BY THIS JOB CLASS. THE OMISSION OF SPECIFIC STATEMENTS DOES NOT PRECLUDE MANAGEMENT FROM ASSIGNING SPECIFIC DUTIES NOT LISTED IF SUCH DUTIES ARE A LOGICAL ASSIGNMENT TO THE POSITION.

 

A. ESSENTIAL FUNCTIONS

Evaluates, recommends, develops, and implements new and revised operational policies, and procedures; assists in the development and implementation of goals, objectives, policies, and priorities for the operation of the Public Safety Answering Point emergency communications operation for the Melbourne Police Department.

Responsible for leading planning, organizing, scheduling, assigning and overseeing operations.

Plans, organizes, and determines the shifts activities and the resolution of the day-to-day shift activities and/or problems and is responsible for enhanced customer service in assigned subordinates.

Assists in the coordination and delivery of operational services with other departments, divisions, and outside agencies; conducts surveys, performs research and analyses, and prepares written and oral reports related to fiscal, personnel, and operation of the communications center.

Develops implements and manages the Public Safety Telecommunication Certification and Training program; ensures all Communications personnel maintain required certification and complete mandatory training.

Serves as a liaison when the Emergency Operations Center is activated and maintaining the readiness of equipment in support of such operations.

Knowledge of the conceptual technical computer terminal operations connected to a network which includes Florida Crime Information Center (FCIC), the National Crime Information Center (NCIC) and a variety of local, regional and/or state emergency response databases to review, obtain information and evaluate accuracy of entered information; corresponds with other law enforcement or public service jurisdictions through computer system; processes and maintains records of information obtained.

Discuss problems with various agencies and vendors for a wide variety of reasons, to meet department needs, via telephone, email, correspondence, or meetings.

Operate a personal computer and applicable computer software.

Verify that FCIC entries are validated monthly.

Supervises other routine maintenance of office equipment and work area.

Selects, supervises, trains, and evaluates employees; provides assistance to supervisory dispatch personnel in resolving personnel related and technical operational problems and in interpreting departmental policies in relation to both dispatch and personnel issues; reviews and provides direction to subordinate staff regarding the release of recorded information.

Assists in preparing weekly, monthly, quarterly and annual Departmental reports.

Assists in the preparation and administration of Communication Center budget development.

Assists officers with information needs from the Communications Center.

Assists in researching various technical equipment and makes recommendations regarding purchase; assesses and resolves facility related issues.

Supervise and schedule shift activity, oversees training, inspects performance, provides technical direction, and assists in problem solving.

Technical knowledge of the Brevard County EDACS system and the public safety radio system.

Works closely with the chain-of-command and the on-duty watch commander to assure the mission of the Department is met.

 

B. MARGINAL FUNCTIONS

Complies data and writes reports on various aspects and needs of the Communications Center.

 

REQUIREMENTS

A. TRAINING AND EXPERIENCE

Completion of an Associate's degree program at an accredited college with preferred major in Public Administration, Criminal Justice, Business Administration or related, including specialized training in emergency communications operations. Bachelor's degree preferred. Experience requires five (5) years of emergency communications work at the supervisory level; or an equivalent combination of education, training, and experience.

Must meet Level II background standards appropriate to employees of the Police Department. Must possess a valid Florida driver’s license or possess a valid out of state driver’s license with an acceptable driving record; and obtain a valid Florida driver’s license within 10 days of hire and maintain an acceptable driving record throughout employment.

Must be licensed by or have ability to obtain Florida 911 Public Safety Telecommunicator Certification within nine (9) months of employment and maintain such certification throughout employment. Certification by the State of Florida Department of Health and Rehabilitative Services as a Public Safety Telecommunicator, preferred.

Must receive Certification by the Florida Department of Law Enforcement Criminal Justice Standards and Training Commission in Operation of the Florida Criminal Information Center (FCIC) and National Crime Information Center (NCIC) within six (6) months of employment and maintain such certification throughout employment. FCIC/NCIC certification, preferred.

Must have successfully completed or complete a recognized Basic Incident Command System Course within nine (9) months of employment.

Must have a working knowledge and recognize a Weapon of Mass Destruction (WMD) incident. Have ability to identify stressors in relation to highly traumatic events, provide support, and provide critical incident stress assistance to employee and follow appropriate notification procedures.

EMERGENCY DECLARATION STATUS:
Essential Employees may be required to work during an undeclared emergency and/or declared emergency. On an incident by incident basis, the employee’s Department Head will make the determination as to who will be required to work.

 

B. KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of principles and practices of public administration, governmental finance, budgeting, and accounting; supervision; personnel administration; analytical procedures; procurement methods; and modern management methods and practices.

Knowledge of research techniques, analysis, and procedures, and methods of report presentation.

Knowledge of techniques, procedures, policies, and methods used in the operation of the Public Safety Communications Center.

Knowledge of teaching methods, material, and equipment.

Knowledge of applicable Federal, State, and local laws, rules, and regulations regarding dispatch operations and computer applications.

Knowledge of computer-aided dispatch systems, video display terminals, radio dispatching consoles, and associated equipment.

Knowledge of City and Department policies, orders, rules, regulations, and labor agreements and their application to Division operation. Knowledge of police records maintenance principles, procedures, rules, and regulations.

Knowledge of Florida law, relating to records, criminal laws, and those pertaining to release of criminal history information.

Knowledge of data processing.

Ability to instruct, train, assign, supervise, and review the work of subordinates.

Ability to communicate clearly, both orally and in writing.

Ability to select, supervise, train, and evaluate employees.

Ability to motivate employees; create and maintain a positive working environment, which includes recognizing exemplary performance and positive counseling.

Ability to accurately interpret emergency situations and take immediate and effective action.

Ability to analyze and recommend solutions to operational dispatch problems.

Ability to perform administrative work involved in the management of the communications center, including budget preparation, evaluation of personnel and equipment needs, report preparation and maintenance, and policy preparation and interpretation.

Ability to meet and deal tactfully, and establish and maintain cooperative working relationships with the public news media, governmental agencies, management, and subordinate staff.

 

C. PHYSICAL AND MENTAL REQUIREMENTS

Speak to and hear people in a normal tone of voice, in person and by phone.

Use typewriter and computer keyboard, and read computer screen.

Read over reports and files.

Read over work and converse with employees about work.

Read and comprehend laws and explain them orally or in correspondence.

Read catalogues, talk to vendors, write out orders.

Place workers by conversing with program directors, applicants, and in-house supervisors, on the phone or in person, and by reading applications. Inquire in various computers for background checks.

Read guidelines for performance evaluations, apply them to employees, write and type reports and discuss with employees.

Read validation reports and review action taken; read reports to assist employees with questions about appropriate action.

Read and understand appropriate state rules and regulations about records retention requirements, converse with employees about how records disposition work is to be done, write up paperwork to transmit boxes to storage or for destruction. Speak on the phone or FAX requests for records pickup.

Read computer edits and apply knowledge of rules to trouble-shoot and identify computer problems. Look up items in the manuals, speak to programmers or write up problems as necessary.

 

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.

Revision Date - 02/12/2013