Change Management Lead

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Infojini, is seeking the following. Apply via Dice today!

Job Description

The CAD Modernization Change Management Lead will serve as a strategic advisor and implementation partner responsible for preparing agencies, leadership, dispatch personnel, and operational stakeholders for the transition to Baltimore’s next-generation CAD platform.

The role will focus on building organizational readiness, minimizing disruption to emergency operations, supporting governance structures, and driving sustainable adoption of new technologies, workflows, and operational processes

Key Responsibilities

• Lead Organizational Change Management Strategy
• Develop and execute a comprehensive organizational change management strategy aligned with the CAD modernization roadmap, implementation phases, and operational readiness milestones.
• Create and maintain change management plans addressing stakeholder impacts, communication needs, training requirements, resistance mitigation, and adoption metrics.
• Conduct stakeholder readiness assessments and organizational impact analyses across emergency communications, dispatch, and field responder communities.
• Develop adoption measures, feedback mechanisms, and performance indicators to monitor transition effectiveness and identify areas requiring intervention.
• Support continuity planning efforts to ensure operational stability during implementation and cutover activities.
• Drive Communications and Stakeholder Engagement
• Develop and implement a multi-channel communications strategy tailored to operational, executive, technical, and frontline audiences.
• Translate complex technical and operational concepts into clear, accessible communications for non-technical stakeholders.
• Serve as the primary lead for change-related communications across participating agencies and partner organizations.
• Facilitate engagement sessions, workshops, operational briefings, and listening sessions with stakeholders across:
• Baltimore Police Department
• Baltimore City Fire Department
• Emergency Medical Services
• 911 Emergency Communications
• CitiWatch
• 311 Services
• Department of Public Works
• Housing & Community Development
• External public safety partners and university public safety departments
• Build trust and alignment among agencies with differing operational priorities and workflows.
• Support Governance and Program Oversight
• Support the establishment and operation of governance structures, steering committees, advisory groups, and decision-making processes.
• Coordinate with executive sponsors, operational leaders, and project governance teams to ensure transparency, accountability, and alignment.
• Help define escalation pathways, decision frameworks, and stakeholder engagement models.
• Ensure organizational readiness considerations are integrated into procurement, implementation, testing, and go-live planning activities.
• Contribute to risk identification and mitigation planning related to organizational adoption and operational disruption.
• Develop and Deliver Training Programs
• Design and implement operational training strategies for dispatchers, call takers, supervisors, field personnel, and administrative stakeholders.
• Coordinate training needs assessments and role-based learning pathways.
• Develop:
• Training materials
• Job aids
• Quick reference guides
• SOP support documentation
• Simulation and tabletop exercise materials
• Support hands-on learning environments and operational scenario-based exercises aligned to Baltimore-specific emergency response workflows.
• Partner with operational leadership to ensure training supports continuity of emergency operations.
• Foster Collaboration Across Agencies and Vendors
• Build strong working relationships with City agencies, operational leaders, vendors, technical teams, and implementation partners.
• Serve as a trusted advisor to leadership navigating operational and organizational change.
• Partner closely with the PMO, implementation vendors, CAD technical teams, and emergency communications leadership.
• Facilitate collaboration across agencies involved in the CAD ecosystem and its 26 current system integrations and future interfaces.
• Champion Best Practices and Operational Readiness
• Apply leading practices in organizational change management for mission-critical public safety systems and enterprise technology transformations.
• Support operational readiness activities including:
• Tabletop exercises
• SOP revisions
• Alternate communications center activation planning
• User acceptance activities
• Cutover readiness assessments
• Promote a culture of continuous improvement, learning, and operational resilience.
• Help agencies adapt workflows to support modernized CAD capabilities including:
• NG911 compliance
• Automated workflows
• Expanded diversion models
• Enhanced security and monitoring
• Mobile and cloud-enabled operations
  
  

Experience

• Six (6) years of progressively responsible organizational change management experience supporting large-scale operational or technology transformation initiatives.
• Experience leading enterprise-wide change management efforts in complex organizations.
• Experience supporting cross-functional governance and stakeholder coordination.
• Experience developing and delivering training and communications programs.
  
  

Education

• Bachelor’s degree from an accredited college or university in: Organizational Development, Public Administration, Business Administration Communications, Emergency Management, Information Systems Management, Or a related field.
  
  

Preferred Certifications

• Prosci Certification
• PMP Certification
• SHRM Certification
• Certified Change Management Professional (CCMP)
• Emergency management or public safety-related certifications