Manager, Communications Center

Description

JOB SUMMARY

Responsible for the supervision and management of the CRAA Public Safety Communications Center. The manager oversees the work schedule to ensure adequate coverage on a regular basis and in emergencies. This position reports to the Police Captain.

ESSENTIAL JOB FUNCTIONS: 

• Supervises, directs, and evaluates assigned staff; develops and oversees employee work schedules to ensure adequate coverage and control; compiles and reviews timesheets; approves/processes employee concerns and problems and counsels or disciplines as appropriate; assists with or completes employee performance appraisals; directs work; acts as a liaison between employees and management; and trains staff in operations, policies, and procedures.
• Organizes, prioritizes, and assigns work prioritizes and schedules work activities to meet objectives; ensures that subordinates have the proper resources needed to complete the assigned work; monitors status of work in progress and inspects completed work; consults with assigned staff to assist with complex/problem situations and provide technical expertise; provides progress and activity reports to management; and assists with the revision of procedure manuals as appropriate.
• Oversee Public Safety Communications Center Operations: prepares and maintains work schedules, payroll time and attendance records, daily activity logs; prepares and maintains files/forms/policies/procedures; ensures compliance with CALEA accreditation standards; serves as Certifying Official for CRAA Police Department (CHS PD) by assisting with proper issuance and return of airport security badges; provides coverage during shift shortages.
• May serve as CRAA NCIC Terminal Agency Coordinator and Instructor; trains and oversees proper use of FBI/NCIC Database, ensuring compliance with local, state, and national NCIC policies; serves as liaison between CHS PD and SLED; collaborates with appointed LASO and TAC/ATACs to ensure successful completion of the CJIS Security Audit; responsible for deletion of all users’ access and passwords per FBI CJIS security policies; reviews criminal history data entries.
• Coordinates training of Public Safety Tele-communicators: utilizes departmental training program to train new personnel; maintains training protocols and ensures training timelines/attendance; provides TDD/TTY training in compliance with the ADA, immediate training on new systems, scenario training with Police Department, and periodic training of Associated Public Communications Officials or other trade groups; ensures each PST masters proper phone and radio etiquette, excellent Customer Service skills, and timely distribution of accurate information.
• Serves as Agency System Administrator for Communications System ensures operational readiness by coordinating maintenance and repair; troubleshoots and makes minor repairs, submitting referrals to appropriate IT and Security resources as needed; serves as POC for Southern Software Computer Aided Dispatch CAD/Quartermaster/Media Works Digital Audio Recording, Everbridge, and eAgent.
• Serves as Department Custodian of audio and visual recordings: reviews and maintains quality assurance of audio/video recording retrieval capabilities; maintains signed copies of audio/video requests/recording supplies to include CDs and DVDs; assists TSA with requests per special procedures for review of checkpoint areas; assists airlines with incident requests; prepares and updates audio/visual forms for use with Genetec and Mediaworks requests; deletes archived video from computer on a 90-day cycle; responsible for destruction of archived video media per guidelines and also purges old records from hard drives.
• Acts as the primary liaison between the communications center, other public safety agencies, and the public; collaborate with other officials to develop and maintain regional emergency response and contingency plans; represent the communications center at meetings, community events, and with the media.
• Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures receives, reviews, completes, processes, forwards or retains as appropriate to include training reports; prepares or completes various forms, reports, correspondence, and other documentation as required; compiles data for further processing or for use in preparation of department reports; and maintains computerized and/or hardcopy records.
• Operates or uses various equipment, vehicles, and supplies to complete work assignments operates communication devices, law enforcement equipment, or motorized equipment; operates a personal computer to enter, retrieve, review, or modify data, utilizing word processing, spreadsheet, database, presentation, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.
• Performs other related duties as required.

Requirements

MINIMUM REQUIREMENTS TO PERFORM WORK: 

• Bachelor’s degree in Business Management, Public Administration, Criminal Justice, or a related field
• A minimum of five (5) years of experience in emergency communications or related fields
• At least three (3) years of experience in a supervisory capacity within a 911 center
• Or equivalent training, education, and/or experience

Specific License or Certification Required:

• Valid South Carolina driver’s license.
• Must possess National Crime Information Center (NCIC) Certification.
• Must possess, or be able to obtain, TAC (Terminal Agency Coordinator) certification.
• Training certifications such as Emergency Medical Dispatch (EMD) and National Incident Management System (NIMS), preferred.
• National and state certifications such as APCO Public Safety Telecommunicator and APCO Communications Center Supervisor, preferred.
• Experience with Southern Software CAD/RMS, preferred.

Salary : $77,594 - $90,009