POSITION IDENTIFICATION
TITLE Manager, Dispatch
CLASSIFICATION NUMBER 5428
GRADE 44
CLASSIFICATION Exempt
IMMEDIATE SUPERVISOR Associate Director, University Safety
GENERAL FUNCTION
The Manager, Dispatch manages planning, budgeting, training, and programming related to the University’s dispatch center including campus surveillance, cameras, finer, panic, and intruder alarm, mass communication, computer-aided dispatch, and radio communications systems. The Manager, Dispatch develops and provides training for Dispatch Services staff and develops Standard Operating Guidelines and instructional documents for processes.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A Bachelor’s degree is required. A Bachelor’s degree with an emphasis in Emergency Communications, Safety, Public Administration, Business Administration, Criminal Justice, or related field is preferred.
Experience: Three years of professional experience in a 9-1-1 communications center or a public or private dispatch/alarm/call center is required. Administrative and supervisory experience is required. Experience overseeing and administering surveillance, alarm, mass communication, computer-aided dispatch, and radio communication systems is preferred.
Skills: Leadership and supervisory skills are required. Analytical skills are required. Strong verbal and written communication skills are required. Excellent interpersonal skills are required. The ability to program and configure alarm, surveillance, camera, radio communication, and mass communication systems is required. The ability to deal effectively with people and stressful situations, which may continue for extended periods, is required. The ability to assess situations accurately and quickly is required. The ability to develop training and performance standards is required. The ability to manage a budget is required. The ability to solve problems and make appropriate decisions is required. The ability to clearly communicate ideas, facts, and concepts to all University constituencies is required. The ability to develop policy and procedures is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
Certification and Training: Successful completion of Incident Command System (ICS) 100, 200, 300 and National Incident Management System (NIMS) 700 and 800 training is required or must be completed within one year of appointment. Must obtain the APCO Public Safety Telecommunicator 1 certification, or equivalent, within six months and maintain throughout appointment. Must complete the NENA Center Manager Certification Program within 12 months of appointment.
Other: Employees in this job classification are designated as essential employees and may be required report to work as scheduled when University offices are closed due to severe weather.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Manages the daily operations of the University’s dispatch center, including planning, budgeting, staffing, supervising employees, and administering, programming, configuring, and archiving campus surveillance camera, alarm, mass communication, computer-aided dispatch, and radio systems utilized by the University.
2. Coordinates Federal Communications Commission (FCC) license renewal and ensures compliance with FCC regulations for all campus radios.
3. Oversees operations and management of the 800 MHz trunked two-way radio system for the University.
4. Updates and programs all campus alarm accounts, monitors for irregular activity by reviewing the history of accounts, coordinates repairs and inspections with vendors, and consults with other University offices for implementation and upgrades of alarm systems.
5. Oversees and administers mass notification systems, provides training and monitors ongoing staff competency, and develops procedures for activation.
6. Monitors access control systems, opens facilities as required, searches data, and trains staff on access control operations.
7. Reviews and releases recorded telephone, video and audio to ensure quality of service and for investigative purposes in accordance with University policy.
8. Provides oversight of the placement and operation of safety technology, such as surveillance cameras, panic alarms, etc. and works with Networking and Telecommunications for implementation and upgrades of the video monitoring system.
9. Performs the duties of the dispatch specialist, when required.
10. Administers computer-aided dispatch software, reviews calls, monitors logs, tracks activity, and downloads system updates.
11. Creates and updates radio communications center Standard Operating Guidelines, creates instructional documents explaining processes, develops training for Dispatch Services staff, and monitors continued competence.
12. Administers the one-day checkout of keys, audits the key checkout log, confirms keys have been returned, contacts students who failed to return keys, coordinates with campus departments regarding one-day key checkout, maintains the key inventory and coordinates with key control on inventory changes.
13. Assists with planning related to surveillance, access control, mass notification, alarm, and radio communications systems.
14. Meets with student leaders to discuss safety needs and meets with other safety professionals to stay abreast of trends, best practices, training, etc.
15. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
16. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development training, and attending training and/or courses as required.
17. Supports the overall success of the Office of University Safety by performing all other duties as assigned.
SUPERVISION
The Manager, Dispatch is supervised by the Associate Director, University Safety and supervises Dispatch Specialists and Leads.
REVISED SEPTEMBER 2021