Job Description

Position Purpose

The 911 Unit Manager will report to the 911 Communications Administrator in providing and performing executive management assistance in the management, oversight, planning, and operations of the Dallas Police Department 911 Call Center Operations.

Essential Functions

1 Develops and implements short range plans, programs, and personnel that provide administrative support, managerial support, program planning, and evaluation.

2 Recommends goals, objectives, and resource requirements for assigned operational sections to the 911 Administrator.

3 Develops, revises, and implements standard operating practice, policy, and procedure governing the sections and ensures policies are in compliance with all City practice, policy, and procedure.

4 Maintains a quality assurance program to monitor and enhance customer service and employee retention.

5 Establishes and maintains effective communication and working relationships with various local, county, state, and federal agencies.

6 Evaluates business and workforce needs to develop strategies and recommends plans to meet departmental performance goals.

7 Will work closely with the 911 Communications Administrator during management of all assigned services and activities of the Communications Division.

8 Monitors and evaluates the quality, responsiveness, efficiency, and effectiveness of assigned programs, service delivery methods, and procedures, and works with the employees on the continuous improvement of City services; plans, develops, implements, and coordinates operational functions.

9 Will provide recommendations to the 911 Communications Administrator in the development and administration of the Communications Divisions annual budget.

10 Prepares and presents reports and other necessary correspondence and provides reasonable assistance to the 911 Communications Administrator; collaborates and communicates with critical personnel on systems and processes to ensure consistency in operations.

11 Performs any and all other work as needed or assigned.

Minimum Qualifications

EDUCATION:

Bachelor\'s degree in public administration, emergency management, or other related field. EXPERIENCE:

• Seven (7) years of experience in emergency management/programs, 911 public safety communications, or related experience.

AND

• Three (3) years of management/supervisory responsibilities. (This experience may be included in the required experience listed above.)

EQUIVALENCIES:

• High school diploma or GED plus eleven (11) years of the required experience including three (3) years of the stated management/supervisory experience will meet the education and experience requirements.
• An associate degree in any field plus nine (9) years of the required experience including three (3) years of the stated management/supervisory experience will meet the education and experience requirements.
• A bachelor\'s degree or higher in a non-specified field plus nine (9) years of the required experience including three (3) years of the stated management/supervisory experience will meet the education and experience requirements.
• A master\'s degree or higher in a specified field plus five (5) years of the required experience including three (3) years of the stated management/supervisory experience will meet the education and experience requirements.

LICENSE and CERTIFICATIONS:

• Valid driver\'s license with a good driving record.
• Must be able to obtain Texas Commission on Law Enforcement (TCOLE) Telecommunicators license within probationary period.
• Must be able to obtain National Crime Information Center (NCIC) certification within probationary period.

OTHER REQUIREMENTS:

• Must pass an intensive background investigation and drug test.
• No FELONY or Class A MISDEMEANOR convictions.
• No Class B MISDEMEANOR convictions within the last ten (10) years.
• No family violence convictions.
• Cannot currently be on deferred adjudication for any FELONY, Class A, or Class B MISDEMEANOR.
• Availability to work varying shifts including nights, weekends, holidays and twenty-four seven (24/7) on call status.

PREFERENCES:

• Extensive directly relevant management experience with the emergency communications, communications certification programs.
• At least three (3) years\' experience over a division or department managing 50 or more employees.
• Extensive familiarity with personal computer software such as Excel and MS Word.
• Strong interpersonal and communication skills.
• Professional association certifications, such as Association of Public-Safety Communications Officials (APCO) International\'s Registered Public-Safety Leader (RPL), Certified Public-Safety Executive (CPE), or National Emergency Number Association (NENA) Emergency Number Professional (ENP).

Supplemental Information

• Knowledge of local, state, and federal laws and regulations relevant to program areas and of the principles and practices of public administration and management.
• Knowledge of 911 communications, call center operations, and related federal, state, and local regulations.
• Knowledge of business management principles, practices, and techniques.
• Knowledge of 911 programs and processes.
• Knowledge of principles of personnel management and ability to plan, direct, and coordinate the work of others through subordinates.
• Ability to administer multi-faceted 911 operations and communications.
• Ability to plan, develop, and implement call center protocols.
• Ability to create and implement budget.
• Must pass the Dallas Police Department\'s background investigation.
• Communicating effectively both verbally and in writing.
• Establishing and maintaining effective working relationships.

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

For evaluation purposes, acceptable qualifying experience for all positions must have been in a paid capacity unless noted otherwise in the minimum qualifications for the posted position.

Additionally, 30+ hours per week will be counted as full-time employment and will receive full credit for the amount of time employed. A minimum of 15 through 29 work hours per week will be counted as part-time employment and will receive half credit for the amount of time employed.

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City of Dallas