Senior Dispatch Manager

POSITION SUMMARY

The Emergency Communications Manager is responsible for the overall management administration and operational effectiveness of the Emergency Communications Center (ECC). This position oversees daily operations personnel technology training budgeting policy development and interagency coordination to ensure the timely accurate and professional handling of emergency and non-emergency communications. The Manager ensures compliance with local state and federal regulations while promoting high standards of service accountability and employee development.

REPORTING RELATIONSHIPS

Reports to: Police Division Chief

Direct Reports: Emergency Communications Supervisors

DUTIES AND RESPONSIBILITIES

The listed examples of work are not intended to be all-inclusive. They may be modified with additions deletions or changes as necessary.

Essential Duties & Responsibilities

Operations Management

• Direct plan and oversee the daily operations of the Emergency Communications Center including 911 non-emergency radio and related communication systems.
• Ensure adequate staffing scheduling and coverage to meet operational demands.
• Monitor performance metrics call handling times quality assurance outcomes and workload trends.
• Establish and maintain operational procedures to ensure consistent efficient and effective service delivery.

Personnel Management & Leadership

• Supervise coach and evaluate supervisors and/or lead dispatch staff.
• Lead and participate in recruitment hiring onboarding training and retention of emergency communications personnel.
• Conduct performance evaluations and implement corrective action discipline and recognition in accordance with policy and labor agreements.
• Foster a professional respectful and team-oriented work environment that supports employee wellness and morale.
• Participates in 911 Authority Leadership team.

Training & Professional Development

• Oversee initial and ongoing training programs including CTO/FTO programs continuing education and mandated certifications.
• Ensure compliance with state and federal training requirements.
• Support leadership development for supervisors and future leaders within the center.

Policy Compliance & Risk Management

• Develop review and update policies procedures and operational guidelines.
• Ensure compliance with applicable laws regulations and standards (e.g. APCO NENA CJIS) and accreditation requirements.
• Oversee quality assurance and quality improvement programs.
• Identify operational risks and implement corrective or preventive measures.

Technology & Systems Management

• Oversee the use and maintenance of CAD phone systems radio systems logging recorders and related technologies.
• Coordinate with IT vendors and stakeholders on system upgrades testing implementation and troubleshooting.
• Participate in procurement processes RFP development contract management and technology planning.
• Maintains portable and mobile radio fleet along with necessary accessories.

Budget & Fiscal Management

• Develop and manage the Emergency Communications budget for 911 funds.
• Monitor expenditures staffing costs overtime and equipment purchases.
• Prepare justifications reports and recommendations related to funding grants and capital projects.

Interagency Coordination & Public Relations

• Serve as a liaison with police fire EMS public works neighboring agencies and regional partners.
• Represent the ECC in meetings committees and working groups.
• Assist with public education community outreach and stakeholder communication as assigned.

Strategic Planning & Special Projects

• Participate in long-term planning for staffing technology and service delivery improvements.
• Lead or support special projects related to system upgrades facility improvements policy revisions or service expansion.
• Analyze trends and recommend improvements to enhance efficiency effectiveness and resiliency.

Emergency & Critical Incident Response

• Provide management-level support during major incidents disasters or emergencies.
• Participate in emergency operations center (EOC) activations as required.
• Ensure continuity of operations and disaster preparedness planning for the ECC.

Other Duties & Responsibilities

• Additional duties as assigned.

PREPARATION AND TRAINING

Education

• Bachelors degree in public administration criminal justice emergency management communications or a related field (or equivalent combination of education and experience).

Work Experience

• At least 45 years of experience in emergency communications including supervisory or management experience.

Certifications and/or Licensures

• CCIC certification within 6 months of appointment and renewal of certification every year.

Preferred Qualifications

• APCO RPL CMCP ENP or comparable professional certification.
• NIMS
• FBI Trilogy courses

Required Drivers License

• Colorado Drivers License must be valid.

An equivalent combination of education training and relevant job experience may be substituted.

NECESSARY SPECIAL REQUIREMENTS (in addition to above requirements):

New hires must as a condition of employment pass the following pre-offer and post-offer/hire processes: in-person or virtual interviews reference checks and background checks which may include local police check DMV check and sex-offender registry polygraph or CVSA pre and post psychological drug screen peer sit-along and fingerprint checks through CBI/FBI. Cannot have been convicted of a felony or disqualifying misdemeanor as per NCIC/CCIC policy.

KNOWLEDGE SKILLS AND ABILITIES

Knowledge of:

• Program management including but not limited to program development/administration project management budgeting grant management/administration record keeping
• Management and supervision of staff.
• Operational characteristics services and activities of a public safety telecommunications and dispatch program.
• Principles and practices of public safety communications.
• Applications of various City and Police Department policies and procedures.
• Operational characteristics of modern public safety telecommunications equipment.
• Advanced mathematical concepts including statistical analysis and comparison.
• Applicable Federal State and local codes laws and regulations.
• Network operating systems include installation system administration configuration installation and maintenance.
• Design installation and management of voice communication systems including phone and radio.

Ability To

• Oversee direct and coordinate the work of assigned staff.
• Oversee and participate in the management of a comprehensive public safety telecommunications and dispatch system.
• Prepare monitor and administer budgets.
• Locate write and administer grants.
• Operate and maintain a variety of public safety telecommunications equipment.
• Participate in the development and administration of goals objectives and procedures.
• Respond to requests and inquiries from the general public and City employees.
• Prepare clear and concise administrative and financial reports.
• Analyze problems identify alternative solutions project consequences of proposed actions and implement recommendations in support of goals.
• Research analyze and evaluate new service delivery methods and techniques.
• Interpret and apply Federal State and local policies laws and regulations.
• Operate and use various software applications.
• Communicate clearly and concisely verbally written and interpersonally.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Manage networks including data and telecommunications.

WORKING CONDITIONS

Work is primarily performed in an office and communications center environment. May require working nights weekends holidays or extended hours during emergencies. Ability to sit for extended periods view multiple computer screens and respond effectively during high-stress situations. Local and non-local travel for meetings and conferences.

SALARY RANGE

$85508 - $128262/Annual Salary

BENEFITS

The City of Englewood offers a comprehensive benefits package including but not limited to:

• Medical Dental and Vision Plans
• Retirement Plans
• Paid Time Off
• Paid Sick Leave
• 12 Paid Holidays

APPLICATION DEADLINE

Open until filled.

Required Experience:

Manager