City of Dallas
Manager - 911 Communications (Dallas Police-Civilian) (Civil Service)
City of Dallas, Dallas, Texas, United States, 75215
Manager - 911 Communications (Dallas Police‑Civilian) (Civil Service)
911 Communications Manager manages the daily operations of a 24/7/365 communications center and leads efficient communication between emergency responders and the public. This position is critical for ensuring public safety through reliable communication and coordination of emergency services.
Job Summary The Manager - 911 Communications leads, directs, and monitors the 911 emergency communications center, including 911 Call and Dispatch Analysts, Police Reports Representatives, and NCIC Specialists. Directly oversees daily activities of the Shift Managers and Supervisors, handles all escalations and analyzes data for projections and reports.
Essential Functions
Manages a team of communications analysts, including the Shift Managers and Supervisors, providing guidance, training, and performance evaluations.
Assesses effectiveness of team structure and efficiency of team response by utilizing data on daily operations, including call handling, dispatch relevance, and coordination of emergency services.
Creates and implements policies and procedures to ensure compliance with local, state and federal regulations.
Ensures proper functioning of communication systems and technology, including radios, computer‑aided dispatch (CAD) systems, and other related equipment.
Coordinates response efforts during emergencies and critical incidents, oversees and manages hiring and recruiting for the department.
Stays up to date on relevant regulatory standards, develops and enforces policies and procedures to ensure compliance with federal, state and local policies and best practices.
Establishes short‑ and long‑term goals and objectives; develops and/or approves schedules, priorities, and standard operating guides for achieving goals.
Works with law enforcement, fire department, and other stakeholders to improve communication and response strategies.
Manages the division of open records; reviews and evaluates data on incoming and outgoing open records requests; ensures requests are completed within a timely manner and checks for records accuracy.
Audits and monitors payroll activities and submissions; reviews and approves exceptional leaves and overtime requests, documents changes for audits, and performs consistent reviews on employee cards.
Represents the program area at strategic meetings, hearings, trials, conferences, and seminars at board, panel, and committee meetings; testifies at hearings, trials, and legislative meetings as appropriate.
Performs other work as needed or assigned.
Knowledge and Skills
Expert knowledge of emergency communication strategies and technologies.
Expert knowledge of principles and practices of emergency team management, including incident command systems and disaster response standards.
Expert knowledge of standard operating procedures for handling emergency calls and dispatching city services.
Advanced knowledge of techniques and strategies for quality assurance, KPIs, and continuous improvement.
Ability to lead and manage a team of communications personnel, providing guidance, transferring knowledge, and continuously improving existing processes.
Strong verbal and written communication skills to effectively interact with team members, emergency responders and the public.
Excellent problem‑solving skills to quickly and effectively address issues that arise during emergency situations.
Strong organizational skills and ability to develop and implement budgets.
Ability to work collaboratively with various stakeholders.
Excellent leadership skills.
Education
Bachelor's degree in communications, criminal justice, business, or another closely related field.
Experience
Ten (10) years of experience in emergency communications, business management or HR leadership, of which four (4) years of supervisory experience in an emergency call center.
Licenses and Certifications
Must have Master Telecommunicator License from Texas Commission on Law Enforcement (TCOLE).
Must obtain NCIC/TCIC certification during the probationary period and renew the certification every year.
Equivalencies
Associate degree in any of the mentioned fields and twelve (12) years of specified experience including at least four (4) years of supervisory/management responsibilities will meet the education and experience requirements.
A valid Master level certification from Commission on Law Enforcement from a different state may be substituted for a Master TCOLE certification.
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 Felony, Class A or Class B Misdemeanor.
Subject to twenty‑four/seven (24/7) call‑out.
Salary Range $81,127.23 - $101,409.04
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.
#J-18808-Ljbffr
Job Summary The Manager - 911 Communications leads, directs, and monitors the 911 emergency communications center, including 911 Call and Dispatch Analysts, Police Reports Representatives, and NCIC Specialists. Directly oversees daily activities of the Shift Managers and Supervisors, handles all escalations and analyzes data for projections and reports.
Essential Functions
Manages a team of communications analysts, including the Shift Managers and Supervisors, providing guidance, training, and performance evaluations.
Assesses effectiveness of team structure and efficiency of team response by utilizing data on daily operations, including call handling, dispatch relevance, and coordination of emergency services.
Creates and implements policies and procedures to ensure compliance with local, state and federal regulations.
Ensures proper functioning of communication systems and technology, including radios, computer‑aided dispatch (CAD) systems, and other related equipment.
Coordinates response efforts during emergencies and critical incidents, oversees and manages hiring and recruiting for the department.
Stays up to date on relevant regulatory standards, develops and enforces policies and procedures to ensure compliance with federal, state and local policies and best practices.
Establishes short‑ and long‑term goals and objectives; develops and/or approves schedules, priorities, and standard operating guides for achieving goals.
Works with law enforcement, fire department, and other stakeholders to improve communication and response strategies.
Manages the division of open records; reviews and evaluates data on incoming and outgoing open records requests; ensures requests are completed within a timely manner and checks for records accuracy.
Audits and monitors payroll activities and submissions; reviews and approves exceptional leaves and overtime requests, documents changes for audits, and performs consistent reviews on employee cards.
Represents the program area at strategic meetings, hearings, trials, conferences, and seminars at board, panel, and committee meetings; testifies at hearings, trials, and legislative meetings as appropriate.
Performs other work as needed or assigned.
Knowledge and Skills
Expert knowledge of emergency communication strategies and technologies.
Expert knowledge of principles and practices of emergency team management, including incident command systems and disaster response standards.
Expert knowledge of standard operating procedures for handling emergency calls and dispatching city services.
Advanced knowledge of techniques and strategies for quality assurance, KPIs, and continuous improvement.
Ability to lead and manage a team of communications personnel, providing guidance, transferring knowledge, and continuously improving existing processes.
Strong verbal and written communication skills to effectively interact with team members, emergency responders and the public.
Excellent problem‑solving skills to quickly and effectively address issues that arise during emergency situations.
Strong organizational skills and ability to develop and implement budgets.
Ability to work collaboratively with various stakeholders.
Excellent leadership skills.
Education
Bachelor's degree in communications, criminal justice, business, or another closely related field.
Experience
Ten (10) years of experience in emergency communications, business management or HR leadership, of which four (4) years of supervisory experience in an emergency call center.
Licenses and Certifications
Must have Master Telecommunicator License from Texas Commission on Law Enforcement (TCOLE).
Must obtain NCIC/TCIC certification during the probationary period and renew the certification every year.
Equivalencies
Associate degree in any of the mentioned fields and twelve (12) years of specified experience including at least four (4) years of supervisory/management responsibilities will meet the education and experience requirements.
A valid Master level certification from Commission on Law Enforcement from a different state may be substituted for a Master TCOLE certification.
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 Felony, Class A or Class B Misdemeanor.
Subject to twenty‑four/seven (24/7) call‑out.
Salary Range $81,127.23 - $101,409.04
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.
#J-18808-Ljbffr