51060 – COMMUNICATIONS CENTER MANAGER

CITY OF PARMA

017 – COMMUNICATIONS CENTER

JOB SUMMARY

Under the direction and authority of the Chief of Police and/or his/her designee, the Communications Center Manager is responsible for directing, managing, supervising, and coordinating the personnel activities and operations of the Parma Communications Center which includes the regional communication services for Police, Fire, and EMS agencies operated by the City of Parma and all municipalities under a contractual agreement with the City. The incumbent managesa moderately sized support and dispatch staff. The Communications Center Manager reports directly to the Chief of Police or his designee and consults with various stakeholders such as the Chief of Fire, various levels of management within the Police and Fire Departments, various levels of management within City Hall, the Executive Advisory Board, and the Operational Advisory Board of the Parma Communications Center. This position is “Unclassified” (not classified) within the Civil Service of the City of Parma.

WORK ACTIVITES

· Manages the ongoing development of the Parma Communications Center*

· Participates in the interview and hiring process of new Communications Center employees*

· Supervises, reviews, evaluates, and disciplines all Communications Center personnel*

· Schedules dispatchers for all shifts and makes schedule adjustments; calls off-duty personnel needed for emergency services; evaluates staffing levels and adjusts staffing requirements accordingly*

· Addresses and responds to public record requests including 9-1-1 calls, according to the City’s records policy and procedure*

· Receives, investigates, and resolves service or personnel complaints relating to public safety dispatching and/or Communications Center operations*

· Understands relevant City policies, orders, rules, regulations, and labor agreements and their application to the Communications Center operation*

· Conveys emergency information, procedures, and policies to subordinates and the public*

· At the direction of the Chief of Police and/or his/her designee, and in collaboration with dispatch staff and relevant stakeholders as needed, plans, develops, and implements policies and procedures consistent with current law, best practices, and technological advancements and seeks legal, technological, or other assistance as necessary*

· Conducts training classes in the use/security of the LEADS and NCIC systems and provides Communications Center staff training as needed, including mandatory continuing education requirements for all dispatchers*

· Motivates employees, coaches staff, creates and maintains a positive working environment, including recognizing exemplary performance and conducting positive counseling*

· Supervises the training, evaluation, and documentation of newly hired probationary dispatchers*

· Prepares various records, reports, and correspondence; requests, purchases, and ensures availability of necessary materials, equipment, and supplies*

· Operates a variety of standard office equipment and specialized dispatch center equipment and computers*

· Troubleshoots and resolves any system, and/or other Communications Center equipment and software issues including failures, replacements, and upgrade requirements, breakdowns, or malfunctions, and works with IT staff and/or appropriate vendor(s) to correct*

· In collaboration with staff and the Chief of Police and/or his/her designee, analyzes and implements solutions to operational dispatch issues*

· Tracks false alarms and prepares correspondence advising violators of fines incurred; tracks and ensures payment of fines*

· Maintains a 24-hour on-call status*

· Represents the City on the Cuyahoga County 9-1-1 Advisory Board, and any other relevant meetings as required; attends the Communications Center Operational Advisory Board and Radio Communications Working Group meetings as required*

· Identifies and serves as the liaison to all telecommunications carriers and information technology providers, including wire line, wireless, and VoIP (new carriers, name changes, consolidations, etc.) that provide end-user telephone service or other communication facilities in the City*

· Prepares yearly budget of costs for personnel, operations, maintenance, and upgrades and accordingly prepares long-range plans and projections for same*

· Manages operational plans for Disaster Recovery*

· Ensures an accurate database is maintained of street names and response locations within the jurisdictions served by the Communications Center, as well as other vital reference materials utilized by the Safety Forces Dispatchers*

· Ensures accurate and efficient processing of critical records including but not limited to LEADS validations, court orders, warrants, stolen vehicles, and articles*

· Manages the OnSolve’s CodeRed Mobile Alert application and/or any other emergency contact system database as needed*

· May be called upon to perform the duties of a Safety Forces Dispatcher*

· Performs quality assurance duties in coordination with the Training Coordinator, TAC, and the Chief of Police and/or his/her designee*

· Tracks quality assurance statistics and other statistics such as warrants entered and cleared, call volumes, validations, etc.*

· Performs all other related duties as assigned*

Full Job Description can be viewed at: https://parma.cloud9.innoprise.com/citizenaccess/

Interested candidates must apply via the above link

Job Type: Full-time

Pay: $85,724.23 - $105,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Work Location: In person