Job Description

The Town of Concord is looking for an Emergency Communications Center Manager!  This exciting opportunity is a newly created role that will oversee the 24/7/365 operations and activities of Public Safety Dispatchers within a fast-paced, combined police, fire & EMS communications center under the direction of the Public Safety Communications Committee comprised of the Town Manager or designee, Police Chief and Fire Chief.  The position requires education/experience equivalent to a bachelor’s degree in criminal justice, fire science, emergency management, public safety administration, or a related field with five or more years of experience in a similar or related setting, including three years of supervisory experience and appropriate certifications.

Salary range: $92,539 – $111,051; starting salary will be based on experience and qualifications.  Compensation package includes comprehensive pension benefit and health, dental, and vision insurance options.

Priority consideration will be given to applications received on or before July 12, 2024.  All applications will be reviewed and the most highly qualified candidates will be invited to one or more interviews and/or other assessments.  Applicants will be notified of their standing in the process as soon as a decision has been made regarding their individual applications.

Appointment of the final candidate will be contingent upon the results of pre-placement conditions including a thorough background investigation including criminal, credit and motor vehicle record checks, and a drug screening.  Costs for these pre-placement requirements will be borne by the Town.

The Town of Concord, MA is an EEO Employer.  We value diversity and welcome candidates of all backgrounds to apply.

 GENERAL SUMMARY:

Under the direction of the Public Safety Communications Committee comprised of the Town Manager or designee, Police Chief and Fire Chief, oversees the operations and activities of Public Safety Dispatchers within the Emergency Communications Center. Duties require development of policies and procedures for the Center, ensuring compliance with the policies of the public safety departments, supervision of Dispatchers, availability for 24/7/365 operations and availability for emergency response. Responsible for maintaining and improving upon the efficiency and effectiveness of all areas under the direction and control of the position. Performs varied and responsible duties requiring and thorough knowledge of departmental operations and exercise of judgement and initiative in completing tasks, particularly in situations not clearly defined by precedent or established procedures. Incumbent is called upon to handle a significant amount of details, each varying from the other in substance and content, requiring incumbent to approach workload with flexibility.

ESSENTIAL JOB FUNCTIONS:

External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

• Directs and oversees the operation of the Emergency Communications Center; standardizes and implements all standard operating procedures and guidelines for the Center; manages the E911 system and coordinates with the State 911 Commission to ensure compliance of standards.

• Supervises dispatch personnel; plans, coordinates, assigns and reviews work activities; allocates personnel; provides training and instruction; maintains standards and ensures compliance with operating procedures of Police and Fire departments; ensures adherence to Town personnel policies and practices; acts on employee problems and concerns.

• Responsible for the preparation of the annual budget for the Communications Center; monitors and approves expenditures; receives and prepares all bills and purchase orders; approves weekly payroll records including vacation and sick leave; prepares bid specifications and vendor applications for public safety equipment.

• Coordinates training of all dispatchers in the proper operation of all public safety communications equipment including radios, the municipal fire alarm system, computer systems, security monitors, municipal alarm systems and others in compliance with recognized standards and practices; ensures that refresher EMD, CPR and other courses and certifications are completed.

• Maintains around-the-clock on-call availability to respond to emergencies and answer critical operating questions; ensures emergency coverage of the Emergency Communications Center.

• In conjunction with the Public Safety Communications Committee, investigates and responds to inquiries from the general public regarding job performance and delivery of services of the Communications Center.

• Serves as a liaison between the Emergency Communications Center and other Town departments, contractual companies and vendors providing services for communications equipment, computer equipment, and operations.
• Ensures proper maintenance of all public safety equipment within the Emergency Communications Center.

• Develops and prepares all administrative documents for the department; maintains required records of all activities; collects, compiles and makes copies of 911, telephone and radio recordings in response to public records requests and requests from authorized Police or Fire Department personnel; ensures compliance with guidelines for public disclosure of information in accordance with the policies and regulations of the Police and Fire departments; prepares annual Report to Town for the Center; Maintains a timely flow of information to the Public Safety Communications Committee regarding critical incidents.

• Oversees the Communication Center response to all Police, Fire, EMS radio transmissions, 9-1-1 calls, and department phones.

• Greets and responds to requests for service from visitors to Public Safety lobby.

• Compiles monthly statistics as required. Performs special projects and related responsibilities as initiated and requested.

• Performs other related duties as required, directed or as the situation dictates.

• Regular attendance and punctuality at the workplace is required.

SUPERVISORY RESPONSIBILITY:

Directly supervises the activities and performance of and provides functional oversight to the Emergency Communications Center staff. Carries out supervisory responsibilities in accordance with policies and applicable laws. Responsibilities include interviewing and recommending candidates for hire; demonstrating and enforcing equitability and inclusivity; planning, assigning and directing work; addressing complaints and resolving problems; training, evaluating performance and making recommendations to the Public Safety Communications Committee concerning employee rewards or discipline.

EDUCATION, EXPERIENCE & SPECIAL REQUIREMENTS:

• Bachelor’s degree in Criminal Justice, Fire Science, Emergency Management, Public Safety Administration, Business Administration or related subject plus five or more years of progressively responsible experience in a similar or related setting, including three or more years of supervisory experience; or any equivalent combination of education and experience.

• Maintains all required certifications of a Public Safety Dispatcher, including but not limited to:
• Emergency Medical Dispatch (EMD) Certification
• First Responder Training
• CPR Certification with AED
• Enhanced 9-1-1
• LEAPS/CJIS Certification

• CORI experience.

• Records Management System (RMS)

• Non-smoker.

• Possession of a valid driver’s license with a clean driving record.

KNOWLEDGE, SKILLS & ABILITIES:

• Thorough knowledge of rules, laws and regulations pertaining to the emergency communications field including accepted training programs and operating techniques.

• Thorough knowledge of emergency communications equipment (Computer Aided Dispatch (CAD) systems, radios, telephone, alarm receiving equipment and 911 systems).

• Experience working in an ICS/NIMS structure.

• Knowledge of Police, Fire and EMS available resources.

• Ability to adapt to a variety of proprietary software.

• Knowledge of required accreditation standards.

• Understanding of public procurement and contracting.

• Understanding of Massachusetts public records laws.

• Experience in labor relations and collective bargaining.

• Excellent interpersonal skills; ability to communicate effectively both verbally and in writing; ability to effectively deal with all members of the public in a courteous and tactful manner; ability to establish and maintain good working relationships with coworkers.

• Thorough working knowledge of municipal operations, principles and procedures, financial management, budget preparation, and strategic planning.

• Ability to work with a high level of detail; ability to prioritize multiple tasks and deal effectively with interruptions; ability to identify and analyze complex issues and to develop appropriate recommendations.

• Ability to lead diverse teams and groups; ability to observe operations and successfully develop and implement systems as needed to enhance service and efficiency.

WORKING CONDITIONS & PHYSICAL DEMANDS:

External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the physical demands (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

Employee is regularly required to sit, talk and hear. Uses hands to fingers, handles, feels or operates objects or controls and reach with hands and arms as in picking up paper, files and other common office objects. Employee may spend a significant portion of shift standing or walking while performing supervisory responsibilities. Employee may infrequently lift and/or move objects weighing up to 60 pounds. Vision and hearing at or correctable to normal ranges; ability to distinguish colors.

Administrative work is performed in a normal office environment, not subject to extreme variations of temperature, noise, odors, etc. Work is performed in a moderately noisy work environment, with constant interruptions. Frequently subjected to the demands of other individuals and the volume and/or rapidity with which tasks must be accomplished.

Operates computer, printer, keyboard, calculator, telephone, copier and all other standard office equipment requiring eye-hand coordination and finger dexterity. Balancing, crouching, grasping, pulling, reaching and stooping may also be required.

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Job Tags: emergencycommunications. Salaries: 100,000 and above.

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