Inside Higher Ed
Manager, Public Safety Communications Center
Inside Higher Ed, Providence, Rhode Island, us, 02912
Manager, Public Safety Communications Center
The Brown University Department of Public Safety, a dually accredited (CALEA and RIPAC) department that provides the overall safety and security of the campus community, is seeking a Manager to lead the Public Safety Communications Center.
Job Description The Manager will oversee the daily operations, strategic development, and staff supervision of Brown University’s 24/7/365 Communications Center. This position will lead a team of Communication Control Officers (CCOs) and Public Safety Officers (PSOs) and ensure effective coordination of emergency and non‑emergency calls, efficient use of public safety systems, and compliance with departmental standards and accreditation requirements. The role also collaborates with the Director of Strategic Initiatives and the OIT Public Safety Tech team to manage the police department’s information and public safety systems and applications.
Major Responsibility: Organizational Leadership of the Communications Center (45%)
Provide strategic leadership and operational control over dispatch and technical staff.
Manage staff by setting performance expectations, assigning duties, and providing discipline when necessary.
Participate in the hiring process.
Oversee data entry into confidential automated records systems.
Create and maintain policy, procedure, and training manuals.
Assess training needs, develop course materials, and conduct technical training.
Direct supervision of 15‑18 CCOs and PSOs across three rotating shifts.
Manage scheduling, staffing, overtime, and leave coverage.
Conduct QA reviews of CAD logs, radio traffic, and call handling.
Handle performance management, including evaluations, discipline, coaching, and documentation.
Maintain 24/7 operational readiness and coverage of the Center.
Major Responsibility: Personnel Development and Training Oversight (20%)
Manage onboarding, field training, and continuing education for dispatch staff.
Track certifications, performance trends, and implement remediation plans.
Mentor senior dispatchers and leaders for career growth.
Ensure alignment with accreditation standards and university policies.
Major Responsibility: Technology and Systems Management (20%)
Collaborate with the Director to implement SOP updates, metrics, and modernization projects.
Maintain documentation systems (e.g., GitBook) and SOPs.
Represent the Center in university planning, emergency drills, and meetings.
Coordinate closely with Public Safety Tech on CAD, RMS, and radio workflows.
Major Responsibility: Compliance and Audit Liaison (20%)
Ensure daily practices comply with CALEA/RIPAC and state/federal regulations.
Serve as liaison for audit preparation, document retention, and security practices.
Maintain alarm contact data, radio protocols, and user access controls.
Partner with OIT and Facilities on environmental and systems improvements.
Major Responsibility: Customer Service and Stakeholder Engagement (5%)
Serve as escalation point for complaints, inquiries, and service issues.
Identify service improvement opportunities from user feedback.
Support debriefings, community feedback loops, and critical incident reviews.
Act as liaison to law enforcement and other state and federal agencies.
Dimensions
Supervise 15‑18 CCOs and PSOs (and possibly a dispatch supervisor).
Manage a $75,000 budget.
Ensure integrity and confidentiality of over 10,000 police records.
Job Qualifications Education and Experience – Required
Bachelor’s degree in Criminal Justice, Public Safety, Emergency Management, or related field; or equivalent education and experience.
Minimum five (5) years’ experience in a public safety communications center, including at least three (3) years in a supervisory or leadership role.
Strong knowledge of CAD/RMS systems, two‑way radio operations, and emergency response protocols (IMC preferred).
Demonstrated experience in policy development, performance management, and quality assurance.
Preferred
APCO certification (Communications Supervisor) strongly preferred.
Experience as a Terminal Agency Coordinator (TAC) or with CJIS/NCIC compliance.
Experience in accreditation (CALEA/RIPAC), onboarding, or strategic initiatives.
Exposure to project management tools, training delivery, or systems upgrades.
Experience with university policing.
Job Competencies
Familiarity with public safety technologies and ability to liaise with IT staff.
Strong organizational skills and ability to improve operational workflows using metrics and feedback.
Knowledge of personnel management principles and supervisory development.
Proven ability to maintain situational awareness and manage multiple high‑stakes inputs simultaneously in a dynamic communications environment.
Ability to supervise and ensure proper use of CAD/RMS and other critical systems in a 24/7 environment.
Team player who displays tact, patience, and respect when dealing with varying temperaments and knowledge levels under stressful circumstances.
Must pass a criminal background investigation.
Benefits of Working at Brown Information on the benefits of working at Brown can be found
here .
EEO Statement Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, in the administration of its policies, programs, and activities. The University recognizes and rewards individuals on the basis of qualifications and performance. The University maintains certain affirmative action programs in compliance with applicable law.
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Job Description The Manager will oversee the daily operations, strategic development, and staff supervision of Brown University’s 24/7/365 Communications Center. This position will lead a team of Communication Control Officers (CCOs) and Public Safety Officers (PSOs) and ensure effective coordination of emergency and non‑emergency calls, efficient use of public safety systems, and compliance with departmental standards and accreditation requirements. The role also collaborates with the Director of Strategic Initiatives and the OIT Public Safety Tech team to manage the police department’s information and public safety systems and applications.
Major Responsibility: Organizational Leadership of the Communications Center (45%)
Provide strategic leadership and operational control over dispatch and technical staff.
Manage staff by setting performance expectations, assigning duties, and providing discipline when necessary.
Participate in the hiring process.
Oversee data entry into confidential automated records systems.
Create and maintain policy, procedure, and training manuals.
Assess training needs, develop course materials, and conduct technical training.
Direct supervision of 15‑18 CCOs and PSOs across three rotating shifts.
Manage scheduling, staffing, overtime, and leave coverage.
Conduct QA reviews of CAD logs, radio traffic, and call handling.
Handle performance management, including evaluations, discipline, coaching, and documentation.
Maintain 24/7 operational readiness and coverage of the Center.
Major Responsibility: Personnel Development and Training Oversight (20%)
Manage onboarding, field training, and continuing education for dispatch staff.
Track certifications, performance trends, and implement remediation plans.
Mentor senior dispatchers and leaders for career growth.
Ensure alignment with accreditation standards and university policies.
Major Responsibility: Technology and Systems Management (20%)
Collaborate with the Director to implement SOP updates, metrics, and modernization projects.
Maintain documentation systems (e.g., GitBook) and SOPs.
Represent the Center in university planning, emergency drills, and meetings.
Coordinate closely with Public Safety Tech on CAD, RMS, and radio workflows.
Major Responsibility: Compliance and Audit Liaison (20%)
Ensure daily practices comply with CALEA/RIPAC and state/federal regulations.
Serve as liaison for audit preparation, document retention, and security practices.
Maintain alarm contact data, radio protocols, and user access controls.
Partner with OIT and Facilities on environmental and systems improvements.
Major Responsibility: Customer Service and Stakeholder Engagement (5%)
Serve as escalation point for complaints, inquiries, and service issues.
Identify service improvement opportunities from user feedback.
Support debriefings, community feedback loops, and critical incident reviews.
Act as liaison to law enforcement and other state and federal agencies.
Dimensions
Supervise 15‑18 CCOs and PSOs (and possibly a dispatch supervisor).
Manage a $75,000 budget.
Ensure integrity and confidentiality of over 10,000 police records.
Job Qualifications Education and Experience – Required
Bachelor’s degree in Criminal Justice, Public Safety, Emergency Management, or related field; or equivalent education and experience.
Minimum five (5) years’ experience in a public safety communications center, including at least three (3) years in a supervisory or leadership role.
Strong knowledge of CAD/RMS systems, two‑way radio operations, and emergency response protocols (IMC preferred).
Demonstrated experience in policy development, performance management, and quality assurance.
Preferred
APCO certification (Communications Supervisor) strongly preferred.
Experience as a Terminal Agency Coordinator (TAC) or with CJIS/NCIC compliance.
Experience in accreditation (CALEA/RIPAC), onboarding, or strategic initiatives.
Exposure to project management tools, training delivery, or systems upgrades.
Experience with university policing.
Job Competencies
Familiarity with public safety technologies and ability to liaise with IT staff.
Strong organizational skills and ability to improve operational workflows using metrics and feedback.
Knowledge of personnel management principles and supervisory development.
Proven ability to maintain situational awareness and manage multiple high‑stakes inputs simultaneously in a dynamic communications environment.
Ability to supervise and ensure proper use of CAD/RMS and other critical systems in a 24/7 environment.
Team player who displays tact, patience, and respect when dealing with varying temperaments and knowledge levels under stressful circumstances.
Must pass a criminal background investigation.
Benefits of Working at Brown Information on the benefits of working at Brown can be found
here .
EEO Statement Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, in the administration of its policies, programs, and activities. The University recognizes and rewards individuals on the basis of qualifications and performance. The University maintains certain affirmative action programs in compliance with applicable law.
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