Description

Manages and directs the multi-agency Public Safety Answering Point (PSAP) and Communications Center, including 911 call-taking, emergency dispatch, ProQA protocol compliance, public safety radio networks, CAD systems, and related technology infrastructure. Provides strategic leadership, administrative oversight, and operational direction to ensure effective, efficient, and professional delivery of emergency communications services to the public and public safety agencies.

Applicants are required to attach a resume and cover letter.

ESSENTIAL FUNCTIONS:  Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills.  This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties that are not listed below; reasonable accommodations will be made as required.  The job description does not constitute an employment agreement and is subject to change at any time by the employer.  Essential duties and responsibilities may include, but are not limited to, the following:

Operations, Personnel & Training

• Manages the daily operations of the Emergency Communications Division, including staffing, scheduling, shift coverage, and support functions for a 24/7/365 public safety communications center.
• Supervises, evaluates, trains, and supports assigned personnel, including recommendations related to performance, discipline, employment status, and professional development.
• Oversees the Communications Training Officer program and ensures employees maintain required certifications, licenses, and continuing education, including TCOLE, TCIC/NCIC, ProQA, CPR/First Aid, and related requirements.
• May perform 911 call-taking, dispatching, or related communications functions as operational needs require. 

Policy, Compliance, Quality Assurance & Technology

• Develops, implements, and maintains policies, procedures, and operational standards consistent with department General Orders, public safety communications best practices, and applicable federal, state, and industry requirements.
• Ensures compliance with ProQA EMD/EFD protocols, FCC 911 answer-time standards, quality assurance requirements, and other applicable performance metrics.
• Oversees the division’s Quality Assurance/Quality Improvement program, including call review, protocol compliance, performance scoring, and benchmarking in accordance with APVO and NENA standards.
• Manages and supports public safety communications technology, including E-911, CAD, ProQA, logging/recording systems, radio systems, GIS/ALI data, and Next Generation 911 planning in coordination with IT, vendors, and regional partners.
• Leads or supports accreditation efforts, including CALEA, APCO, NAED ACE, or similar public safety communications designations. 

Administration, Budget & Emergency Coordination

• Develops and manages the division budget, monitors expenditures, identifies grant opportunities, and prepares operational and performance reports for department and city leadership.
• Maintains required records and responds to open records requests related to communications records in accordance with applicable retention requirements.
• Coordinates with regional partners on interoperability, mutual aid dispatch agreements, backup PSAP operations, continuity of operations, and disaster recovery planning.
• Represents the Communications Division during Emergency Operations Center activations and supports emergency response operations during declared emergencies or large-scale events.
• Performs other duties as assigned.

Requirements

MINIMUM QUALIFICATIONS:  
Education, training, and Experience Guidelines

Bachelor's degree from an accredited college or university with major coursework in business administration, public administration, emergency management, or a related field. Five (5) years of full-time increasingly responsible work experience in joint emergency communications (Police/Fire/EMS) or public safety dispatch operations. Two (2) years of the required experience must have been in an administrative and supervisory capacity.

One additional year of the required experience may be substituted for one (1) year (30 semester hours) of the required education with a maximum substitution of four (4) years.

Knowledge of:

• Current E-911 and CAD technology and operations, including 800 MHz radio systems and logging/recording platforms.
• ProQA software and the Priority Dispatch System for Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD), including protocol compliance management and performance standards.
• Police, fire, and medical dispatch operations and related CAD/RMS technology.
• NFPA 1221 and related public safety communications standards; demonstrated working knowledge required.
• NENA standards and Next Generation 911 (NG911) concepts and implementation considerations.
• Quality Assurance/Quality Improvement (QA/QI) methodologies for PSAP operations.
• Public safety software systems and technology lifecycle management.
• Supervisory techniques, practices, and personnel management.
• Budget development, fiscal management, and grant administration.
• Project management principles and practices (preferred).
• MPDS (Medical Priority Dispatch System) preferred.
• Texas Public Information Act records management requirements. 

Skill in:

• Delegating work, conflict resolution, employee development, and team motivation.
• Problem-solving, critical thinking, and sound decision-making under pressure.
• Performing duties with a high degree of independence and initiative.
• Establishing and maintaining effective working relationships with employees, partner agencies, elected officials, and the public.
• Responding tactfully and professionally under stress in a high-tempo operational environment.
• Reading and comprehending procedure manuals, policies, and regulatory guidance.
• Communicating effectively, both orally and in writing, to diverse audiences.
• Analyzing operational situations and implementing quick, effective, and reasonable courses of action.
• Managing and interpreting performance data and operational metrics. 

LICENSES AND CERTIFICATION REQUIREMENTS

Required

• Valid Class “C” Texas Driver’s License.
• Basic TCIC/NCIC certification.
• TCOLE Communications Officer License.
• Emergency Medical Dispatch certification through NAED.

Must Be Obtained Within the Agreed-Upon Timeframe

• Emergency Fire Dispatch certification through NAED.
• Communications Training Officer certification.
• APCO Registered Public-Safety Leader certification.
• NENA Emergency Number Professional certification.
• FEMA Professional Development Series and applicable ICS courses, including ICS 100, 200, 300, 400, 700, and 800. 

Hiring Process

Applicants should be aware that any offer of employment is conditional upon successfully completing each step of the hiring process listed below:

• Submit the completed Professional Standards Division (PSD) - issued background packet within 30 days.
• Complete a pre-screen and on-site interview.
• Pass the CritiCall assessment within 30 days of receiving the email request.
• Successfully pass a full background investigation.
• Pass the oral board interview.
• Pass the Chief’s interview.
• Successfully complete all post-offer requirements, including a drug screen, psychological evaluation, physical exam, and fingerprint-based background check.
• Complete any additional testing required by the State and TCOLE for telecommunicator certification.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

This position may be required to report outside normal business hours and be available for emergency response to support departmental operations.

Work is primarily performed in an indoor, climate-controlled 911 Communications Center environment. Extended periods of sedentary work at a multi-screen workstation are common. Physical activities may include standing, sitting, walking, lifting, carrying, reaching, handling, fine dexterity, vision, hearing, and talking.

The work environment includes constant exposure to radio transmissions, telephone communications, and multiple simultaneous audio sources. The work area is maintained at reduced temperatures to support computing equipment. The position requires the ability to remain alert and make sound decisions during extended shifts and high-stress situations.

Hiring Range: $83,382.52 - $104,457.60, annually.

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