Communications Manager

The Public Safety Communications Manager is responsible for the overall administration, leadership, and management of the City's consolidated Public Safety Communications Center, which provides emergency and non-emergency communications services for Police, Fire, Emergency Medical Services (EMS), and a\dother public safety operations. This position oversees 9-1-1 call-taking, emergency dispatch services, communications technology systems, staffing, training, quality assurance, budgeting, and regulatory compliance. The Public Safety Communications Manager develops and implements operational policies and procedures, ensures compliance with applicable federal and state requirements, directs personnel, manages communications technology resources, and coordinates communications activities during routine operations, critical incidents, and emergency events. The position serves as a key public safety leader and collaborates with City departments, emergency response agencies, regional partners, and communications stakeholders to ensure the efficient and effective delivery of emergency communications services. Duties and responsibilities may be modified at any time to meet the needs of the organization. The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description. Plan, organize, direct, and oversee all operations of the Public Safety Communications Center. Manage emergency and non-emergency call-taking and dispatch services for Police, Fire, and EMS operations. Develop, implement, and maintain communications center policies, procedures, standards, and operational guidelines. Ensure continuous operational readiness and appropriate staffing for twenty‑four‑hour communications services. Direct the recruitment, selection, training, supervision, evaluation, and disciplinary processes for communications personnel. Develop employee training programs and ensure compliance with all required certifications, licensing, and continuing education requirements. Oversee quality assurance and quality improvement programs to ensure compliance with operational standards and best practices. Monitor operational performance through data analysis, workload assessments, call review processes, and service metrics. Manage Computer‑Aided Dispatch (CAD), radio systems, recording systems, telecommunications equipment, and other public safety communications technologies. Coordinate technology upgrades, equipment replacement projects, vendor relationships, and system maintenance activities. Serve as the department liaison with public safety communications partners, regional agencies, consortium members, and emergency communications stakeholders. Ensure compliance with CJIS, TCIC, NCIC, TLETS, and other applicable state and federal regulations governing criminal justice information systems. Oversee required audits, validations, reporting requirements, security protocols, and regulatory compliance activities. Prepare and administer the communications division budget and monitor expenditures. Research, evaluate, and recommend operational improvements, technology enhancements, and capital projects. Coordinate communications center operations during emergency incidents, disasters, and major public events. Investigate operational concerns, service complaints, and communications‑related incidents. Prepare reports, presentations, recommendations, and correspondence for executive leadership. Promote a culture of professionalism, accountability, customer service, and continuous improvement. Perform all other duties as assigned. Required Bachelor's degree in Public Administration, Emergency Management, Criminal Justice, Communications, Business Administration, or a closely related field. Five (5) years of progressively responsible experience in public safety communications, emergency dispatch, 9-1-1 operations, or a related field. Three (3) years of supervisory or management experience. Experience working in a public safety communications center supporting emergency response operations. An equivalent combination of education, training, and experience may be considered in lieu of formal education. Valid Texas Driver's License or the ability to obtain one within a timeframe established by the City. Ability to obtain and maintain all certifications required by applicable laws, regulations, and departmental policies. Preferred Master's degree in a related field. Experience managing a consolidated Police, Fire, and EMS communications center. APCO Registered Public‑Safety Leader (RPL), Emergency Number Professional (ENP), Certified Public‑Safety Executive (CPE), or similar professional certification. Experience serving as a Terminal Agency Coordinator (TAC) or administering CJIS-related programs. Experience managing public safety communications technologies, including CAD and radio systems. Experience with accreditation, emergency management, or regional communications partnerships. Knowledge Principles and practices of public safety communications management. Emergency dispatch operations for Police, Fire, and EMS services. Enhanced 9-1-1 systems, CAD systems, radio communications systems, and related technologies. CJIS, TCIC, NCIC, TLETS, and applicable state and federal regulations. Incident Command System (ICS) and emergency management principles. Personnel management, budgeting, strategic planning, and organizational leadership. Skills Leadership, supervision, and employee development. Strategic planning and operational management. Budget preparation and fiscal oversight. Project and technology management. Effective verbal and written communication. Data analysis, problem-solving, and decision‑making. Conflict resolution and relationship management. Abilities Lead a complex public safety communications operation. Exercise sound judgment during emergency situations. Analyze operational issues and implement effective solutions. Manage multiple priorities and projects simultaneously. Establish and maintain effective working relationships with employees, public safety partners, vendors, and the public. Maintain confidentiality of sensitive criminal justice and public safety information. #J-18808-Ljbffr