Computer Aided Dispatch Administrator (CAD)

Statement of Work (SOW)
City of Atlanta-Department of Aviation Computer Aided Dispatch (CAD) Administrator for Motorola PremierONE CAD Systems Emergency Services Department C4 at Hartsfield Jackson Atlanta International Airport

1. Introduction
This Statement of Work (SOW) defines the roles responsibilities and deliverables for a Computer Aided Dispatch (CAD) Administrator for the Emergency Services Department at Hartsfield Jackson Atlanta International Airport. The CAD Administrator will be responsible for managing and maintaining the CAD system along with its interfaces ensuring system integrity operability and accessibility along with providing technical support to emergency personnel.

2. Scope of Work
The CAD Administrator will support the airports emergency services by performing the following tasks:

• Administer and maintain the CAD system including installation configuration updates and licensing management.
• Ensure proper integration of the CAD system with other emergency response tools (e.g. GIS radio communication systems and airport security systems).
• Develop implement and enforce CAD system standards best practices and procedures.
• Provide technical support and training to emergency services personnel resolving software and hardware issues.
• Manage CAD data ensuring accurate record-keeping system logs and data security.
• Optimize CAD workflows to improve emergency response times and operational efficiency.
• Work closely with emergency services IT and airport operations teams to understand requirements and implement necessary configurations.
• Troubleshoot system performance issues and coordinate with vendors for support as needed.
• Document system configurations procedures and user guides.
• Research and recommend new CAD technologies and tools to enhance performance and usability.
• As applicable engage third-party vendors to provide contracted services concerning issues causing a system failure. This may include some instances involving third-party vendor on-site support and coordination of third-party upgrade services when applicable.
• Diagnose triage gather logs and coordinate with Motorola Technical Support Motorola Engineering teams and contractually agreed upon third-party vendors to resolve reported P1 system incidents/problems.

Specific to P1 Infrastructure:

Perform periodic system maintenance and software patching on physical and virtual servers

Assist with database system backups.

Perform GIS mapping data as needed

Understand system dependencies and related connections.

Assist in developing internal documentation pertaining to P1 system configuration administration and troubleshooting.

Assist with upgrade planning and installations.

Troubleshoot any issues with any of the third-party interfaces

Assist with technical system requirements analysis

Work with Customer staff to identify and resolve reported system incidents/problems.

Ensure that reported incidents/problems are documented analyzed validated and escalated (when necessary) through full resolution.

3. Deliverables
The CAD Administrator is expected to maintain the following:

• A fully operational and optimized CAD system for emergency dispatch.
• Regular reports on system performance user support issues and implemented improvements.
• Up-to-date documentation on CAD standards configurations and best practices.
• Training materials and sessions for emergency dispatch users.
• Implementation of security protocols for CAD data integrity and access control.

5. Required Skills & Qualifications
The CAD Administrator should have the following qualifications:

• Bachelors degree in Computer Science Emergency Management or related field.
• Minimum of 3-5 years of experience in CAD administration for emergency services.
• Proficiency in Computer Aided Dispatch software and functions such as Motorola PremierOne or similar.
• Experience with GIS mapping radio communication systems and airport security integrations.
• Knowledge of provisioning and report creation
• Strong problem-solving and troubleshooting skills.
• Excellent communication and training abilities.
• Familiarity with scripting and automation for CAD workflows (Python SQL etc.) is a plus.

Interfaces Knowledge (Preferred):

Viper E911 system

Fire records management system

Fire station alerting system

Call recording system

Emergency Medical Dispatch

Police Records Management System

6. Reporting & Communication
The CAD Administrator will report to AIS and be physically located at the C4 location. This person will work closely with emergency services staff airport operations and security teams. Regular progress meetings will be held to review performance address challenges and plan further optimizations.

Other

Provide dedicated full-time on-site support minus customer holidays paid time off (PTO) benefits sick leave and training events throughout the term of this agreement. Normal working hours for the onsite resource are 8:15 am-5:00 pm and shall not exceed 40 hours in a instances where the agreed-upon working hours require modifications (planned outages upgrades other operational necessities or emergencies) adjustments will be made to the on-site resource work hours to meet customer needs.

In tandem the customer may contact the onsite resource during an afterhours emergency and the onsite resource will make best effort to respond. If available the onsite resource will engage and become the single point of contact for the incident on behalf of the Airport.