Employment Opportunities

Manager of Communications - 911 Dispatch

Salary:$25.70 - $40.09 Hourly
Job Type:Full-time
Department:General Government

Summary

The City of Lawrence is seeking a Manager of Communications for 911 Dispatch to oversee daily emergency operations, ensuring efficient and effective emergency response while upholding division policies. This leadership role involves managing a team of 911 telecommunicators, coordinating with emergency services and personnel, and driving operational improvements. The ideal candidate is a strong leader and communicator with extensive 911 dispatch experience, capable of making critical decisions under pressure while enhancing team performance and integrating new technologies.

Essential Job Functions

  • Manage and lead a team of 911 telecommunicators to ensure proper staffing, training, and performance.
  • Develop and implement policies and procedures to enhance operational efficiency, service, quality, and overall performance of a Public Safety Answering Point (PSAP).
  • Monitor call volume and workload to ensure adequate staffing levels at all times.
  • Coordinate with local public safety personnel (law enforcement, fire, and EMS) to ensure seamless emergency response.
  • Conduct employee performance evaluations, provide constructive feedback through quality assurance reviews, and implement professional development initiatives.
  • Handle escalated calls and make critical decisions in high pressure situations.
  • Stay informed of advancements in dispatch technology and integrate new tools and systems as needed.
  • Ensure compliance with all local, state, and federal regulations governing emergency dispatch operations.

Performance Standards

 

Employees at all levelsare expected toeffectively work together to meetthe needs of theorganization and the community through work behaviors demonstrating the City’s Values. Employees are also expectedtoleadbyexampleanddemonstratethehighestlevelofethics.

  • Maintain a professional and supportive work environment, fostering teamwork and accountability.
  • Ensure that all emergency calls are handled efficiently and in accordance with established protocols and procedures.
  • Demonstrate integrity, transparency, and fairness in all leadership decisions and interactions.

Required Skills and Abilities

·         Judgment and Decision Making -Uses logic and reasoning to analyze, understand, and evaluate complex situations.  Identifies the strengths and weaknesses of alternative approaches or solutions to problems.  Exercises appropriate judgment in establishing priorities.

·         Interpersonal Relationships - Develops and maintains cooperative, professional relationships with employees, representatives from various departments, and outside agencies. Effectively responds to and resolves complex inquiries and disputes.

·         Computer Skills - Utilizes modern office technology, including but not limited to word processing, spreadsheets, and related software with reasonable speed and accuracy, as it is relates to the position. Shows proficiency in computer-aided dispatch (CAD) systems and emergency communications programs.

·         Communication - Excellent ability to listen and understand information presented verbally and in writing.  Ability to handle a variety of issues with tact and diplomacy and in a confidential manner. Familiar with dispatch terminology.

·         Coordination of Work - Ability to plan and organize a daily work routine and establish priorities for the completion of work in accordance with sound time-management.

Physical Requirements / Work Environment

  • Ability to work up to 12-hour shifts on any shift assigned.
  • Ability to respond to 24-hour emergency call-outs.
  • Ability to exert light physical effort, which may involve lifting, carrying, pushing, and/or pulling of objects and materials weighing 5-10 pounds.

Education and Experience

  • Bachelor’s degree in public safety, emergency management, or a related field preferred; equivalent relevant work experience may be considered in lieu of a degree.
  • Minimum of 5 years of supervisory experience in a 911 field or emergency operations environment.
  • Center Manager Certification Program (CMCP) certificate, Emergency Number Professional (ENP)or Registered Public-Safety Leader (RPL) are preferred.

 

Additional Requirements

Requiresabackgroundinvestigationtoincludealocal,state,andfederalcriminal history check, sex offender registry, consumer report. Requiressatisfactoryresultsfrom pre-employment drug screening.

Benefits

·  Full-time, civilian, hourly position.  Pay is equivalent to $53,000-$73,000/yr

· Comprehensive medical, dental, vision, life, and other voluntary policies.

· Paid holidays, earned vacation, and sick time.

·         Mental health and wellness support programs.

 

Note: This job description provides a general overview of the responsibilities and qualifications for the Manager of Communications – 911 Dispatch within the Lawrence Public Safety Communications Division. The specific duties may vary based on the municipality's needs, structure, and existing processes.