Change Management Lead - CAD Modernization

We are seeking a highly experienced CAD Modernization Change Management Lead to guide the people side of this mission-critical transformation. This individual will lead organizational change management, stakeholder engagement, communications, training, and operational readiness activities to ensure successful adoption of the modernized CAD ecosystem across Baltimore s emergency response and public safety network.

This role is ideal for a professional who thrives in complex, high-stakes operational environments and understands how to support large-scale technology transformation while balancing operational continuity, governance, and public safety priorities.

Position Overview

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 the client 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. The position will work closely with leadership, the Program Management Office (PMO), 911 operations, Police, Fire, EMS, vendor partners, and other City agencies.

The modernization initiative emphasizes:

• Strong governance and program oversight
• Organizational change management
• Operational resiliency
• Cross-agency collaboration
• End-user adoption and value realization

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

Qualifications

Required Qualifications

• Proven experience leading organizational change management for large-scale technology transformation initiatives.
• Experience supporting mission-critical or operationally sensitive environments such as public safety, emergency management, transportation, healthcare, utilities, or government operations.
• Strong expertise in stakeholder engagement, communication planning, facilitation, and organizational readiness.
• Demonstrated ability to work effectively across executive leadership, operational personnel, technical teams, and frontline staff.
• Familiarity with structured change management methodologies such as:
• Prosci
• ADKAR
• Kotter
• Lewin
• Experience supporting enterprise technology implementations involving:
• Cloud platforms
• Integrated operational systems
• Complex vendor environments
• Cross-agency governance
• Exceptional interpersonal, facilitation, and coaching skills.
• Strong written communication and presentation abilities.

Preferred Qualifications

• Experience with CAD, public safety technology, 911 systems, emergency communications, or dispatch operations.
• Experience supporting police, fire, EMS, or emergency management organizations.
• Familiarity with NG911 modernization initiatives and operational continuity planning.
• Experience supporting procurement and vendor implementation processes in government environments.
• Knowledge of learning management systems and digital learning tools.
• Experience developing simulation-based or operational scenario training.

Minimum Education and Experience Requirements

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

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.

Preferred Certifications

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

Equivalencies

An equivalent combination of education and experience may be considered.

As the CAD Modernization Change Management Lead, you will:

• Help modernize how Baltimore responds to emergencies and supports residents in moments of greatest need.
• Play a central role in a highly visible, citywide transformation initiative.
• Support operational improvements that impact public safety outcomes and emergency response effectiveness.
• Collaborate with dedicated public servants, emergency communications professionals, and technology leaders committed to building a resilient and future-ready public safety infrastructure.
• Help guide a transformation designed to improve reliability, interoperability, security, and emergency response coordination for years to come.