City of Dallas
Job Summary
The 911 Unit Administrator provides overall management oversight and direction to the 911 Communications Unit. Job Description
Under minimum direction from 911 Communications Assistant Director, the 911 Unit Administrator provides executive assistance in the management, oversight, planning, and operations of the Dallas Police Department 911 Communications Unit. Essential Functions
1. Develops, revises, and implements standard operating practices, policies, and procedures governing the public communications and ensures policies comply with all City of Dallas practices, policies, and procedures. 2. Maintains a quality assurance program to monitor and enhance customer service and employee retention. 3. Establishes and maintains effective communication and working relationships with various local, county, state, and federal agencies. 4. Evaluates business and workforce needs, develops strategies and recommends plans to meet departmental performance goals. 5. Works closely with the 911 Communications Assistant Director during the management of all assigned services and activities of the Communications Unit. 6. Monitors and evaluates the quality, responsiveness, efficiency, and effectiveness of assigned programs, service delivery methods, and works with the employees on the continuous improvement of city services; plans, develops, implements, and coordinates operational functions. 7. Provides recommendations to the 911 Communications Assistant Director in the development and administration of the Communications Division's annual budget, goals, objectives, and resource requirements. 8. Prepares and presents reports and other necessary correspondence and provides reasonable assistance to the 911 Communications Assistant Director. 9. Develops and implements short-range plans, programs, and selects personnel that provide administrative and managerial support. 10. Prepares, analyses and presents data and other necessary correspondence; collaborates and communicates with critical personnel on systems and processes to ensure consistency in operations. 11. Performs other work as needed or assigned. Knowledge and Skills
Knowledge of local, state, and federal laws and regulations relevant to program areas and of the principles and practices of public administration and management. Ability to work longer hours on emergencies and projects as needed. Knowledge of 911 communications, call center operations and related federal, state, and local regulations. Knowledge of business management principles, practices and techniques. Knowledge of 911 programs and processes. Knowledge of principles of personnel management and ability to plan, direct, and coordinate the work of others through subordinates. Ability to administer multi-faceted 911 operations and communications. Ability to plan, develop, and implement call center protocols and KPIs. Ability to create and implement budgets, set goals, and consistently achieve them. Superior skill in communicating effectively both verbally and in writing. Ability to establish and maintain effective working relationships. Ability to pass the Dallas Police Department's background investigation. Advanced knowledge in Microsoft suite such as Excel and MS Word. Strong interpersonal and communication skills. Ability to work varying shifts including nights, weekends, holidays in a twenty-four seven (24/7/365) on-call environment. Minimum Qualifications
Education
Bachelor's degree in public administration, public relations, political science, emergency management, or other closely related field of study. Experience
Thirteen (13) years of experience in emergency management and programs, 911 public safety communications or related experience, of which at least five (5) years of experience directly supervising and developing emergency response team(s). Equivalency
Associate degree and fifteen (15) years of direct experience, with at least five (5) years managing over 50+ employee units may meet the education and experience requirements. License and Certifications
Must have Master Texas Commission on Law Enforcement (TCOLE) Telecommunicators license. A valid Master level certification from Commission on Law Enforcement from a different state may be substituted for a Master TCOLE certification. Must have National Crime Information Center (NCIC) certification. A Basic TCOLE must be obtained within the first year of employment. Preferences
Preference will be given to applicants with extensive relevant management experience with the emergency communications and communications certification programs and applicants who have at least 5 years of management experience over a division or department with 50 or more employees. Professional association certifications such as APCO International's Registered Public-Safety Leader (RPL), Certified Public-Safety Executive (CPE) or NENA's Emergency Number Professional (ENP) are highly preferred. Other Requirements
Must be a United States citizen. Availability to work varying shifts including nights, weekends, holidays, and overtime. Must pass an intensive background investigation and drug test. Must have a Master level Texas Commission on Law Enforcement (TCOLE) certification. No Felony or Class A Misdemeanor convictions. No Class B Misdemeanor convictions within the last ten (10) years. No family violence convictions. Cannot currently be on deferred adjudication for any Felon, Class A or Class B Misdemeanor. Salary Range
$93,914.91 - $117,393.63 The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications. City of Dallas is an Equal Opportunity Employer and values diversity at all levels of its workforce.
The 911 Unit Administrator provides overall management oversight and direction to the 911 Communications Unit. Job Description
Under minimum direction from 911 Communications Assistant Director, the 911 Unit Administrator provides executive assistance in the management, oversight, planning, and operations of the Dallas Police Department 911 Communications Unit. Essential Functions
1. Develops, revises, and implements standard operating practices, policies, and procedures governing the public communications and ensures policies comply with all City of Dallas practices, policies, and procedures. 2. Maintains a quality assurance program to monitor and enhance customer service and employee retention. 3. Establishes and maintains effective communication and working relationships with various local, county, state, and federal agencies. 4. Evaluates business and workforce needs, develops strategies and recommends plans to meet departmental performance goals. 5. Works closely with the 911 Communications Assistant Director during the management of all assigned services and activities of the Communications Unit. 6. Monitors and evaluates the quality, responsiveness, efficiency, and effectiveness of assigned programs, service delivery methods, and works with the employees on the continuous improvement of city services; plans, develops, implements, and coordinates operational functions. 7. Provides recommendations to the 911 Communications Assistant Director in the development and administration of the Communications Division's annual budget, goals, objectives, and resource requirements. 8. Prepares and presents reports and other necessary correspondence and provides reasonable assistance to the 911 Communications Assistant Director. 9. Develops and implements short-range plans, programs, and selects personnel that provide administrative and managerial support. 10. Prepares, analyses and presents data and other necessary correspondence; collaborates and communicates with critical personnel on systems and processes to ensure consistency in operations. 11. Performs other work as needed or assigned. Knowledge and Skills
Knowledge of local, state, and federal laws and regulations relevant to program areas and of the principles and practices of public administration and management. Ability to work longer hours on emergencies and projects as needed. Knowledge of 911 communications, call center operations and related federal, state, and local regulations. Knowledge of business management principles, practices and techniques. Knowledge of 911 programs and processes. Knowledge of principles of personnel management and ability to plan, direct, and coordinate the work of others through subordinates. Ability to administer multi-faceted 911 operations and communications. Ability to plan, develop, and implement call center protocols and KPIs. Ability to create and implement budgets, set goals, and consistently achieve them. Superior skill in communicating effectively both verbally and in writing. Ability to establish and maintain effective working relationships. Ability to pass the Dallas Police Department's background investigation. Advanced knowledge in Microsoft suite such as Excel and MS Word. Strong interpersonal and communication skills. Ability to work varying shifts including nights, weekends, holidays in a twenty-four seven (24/7/365) on-call environment. Minimum Qualifications
Education
Bachelor's degree in public administration, public relations, political science, emergency management, or other closely related field of study. Experience
Thirteen (13) years of experience in emergency management and programs, 911 public safety communications or related experience, of which at least five (5) years of experience directly supervising and developing emergency response team(s). Equivalency
Associate degree and fifteen (15) years of direct experience, with at least five (5) years managing over 50+ employee units may meet the education and experience requirements. License and Certifications
Must have Master Texas Commission on Law Enforcement (TCOLE) Telecommunicators license. A valid Master level certification from Commission on Law Enforcement from a different state may be substituted for a Master TCOLE certification. Must have National Crime Information Center (NCIC) certification. A Basic TCOLE must be obtained within the first year of employment. Preferences
Preference will be given to applicants with extensive relevant management experience with the emergency communications and communications certification programs and applicants who have at least 5 years of management experience over a division or department with 50 or more employees. Professional association certifications such as APCO International's Registered Public-Safety Leader (RPL), Certified Public-Safety Executive (CPE) or NENA's Emergency Number Professional (ENP) are highly preferred. Other Requirements
Must be a United States citizen. Availability to work varying shifts including nights, weekends, holidays, and overtime. Must pass an intensive background investigation and drug test. Must have a Master level Texas Commission on Law Enforcement (TCOLE) certification. No Felony or Class A Misdemeanor convictions. No Class B Misdemeanor convictions within the last ten (10) years. No family violence convictions. Cannot currently be on deferred adjudication for any Felon, Class A or Class B Misdemeanor. Salary Range
$93,914.91 - $117,393.63 The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications. City of Dallas is an Equal Opportunity Employer and values diversity at all levels of its workforce.