Communications Center Manager

Princeton University•Princeton, NJ

20h

About The Position

Reporting to the Director of Operations, the Communications Center Manager (CCM) serves a vital role in managing Princeton University’s Public Safety Answering Point (PSAP) and central monitoring station. The CMM coordinates and directs the operations of the Department of Public Safety (DPS) Communications Center. The CCM manages the 14 dispatch personnel, including an assistant communications center manager, 2 lead dispatchers, and 11 dispatchers. The CMM oversees scheduling, promotions, hiring and participates in disciplinary actions; performing all aspects of performance management for supervisory team, including motivation, direction, assignments, accountability, evaluation, and professional development; oversees recruitment, application screening and interview process for new dispatch employees; develops and implements training for new and existing dispatch employees; responds to concerns or complaints regarding dispatch communications service delivery; sets expectations of quality service and customer satisfaction then follows through with proactive performance management, training programs, team building and application of available technology and industry practices; interacts with external campus stakeholders regarding issues affecting DPS operation, providing input and direction. The CCM is tasked with building top-notch services through creating a positive work environment and instilling excellence for all team members regarding their job performance, with a focus on organizing and directing the day-to-day activities of the Communications Center. The CCM must have a vision for the future of a 911 emergency center and for guiding and directing the team to achieve goals and objectives established by the department. The CCM understands that successful performance in critical public safety functions is a measurement of whether the correct actions are taken, not just the avoidance of a negative outcome; and recognizes that members of the Princeton University campus (students, faculty, staff, scholars, alumni and visitors) are our customers, and all DPS staff should strive to provide service that exceeds expectations. The Communications Center is responsible for all inbound and outbound public safety communications, including the RAVE system, which could go out to the entire campus community at any time, day or night. The Communication Center also actively monitors alarms and critical system signals. The systems include routine and emergency phone calls, alarm monitoring, video security, radio, and connection to local, state, regional, and federal computer systems and radio networks. Dispatchers are often the first professionals to engage with community members requiring emergency services and routine requests for service or information. The CCM will oversee and coordinate ongoing training programs to ensure the excellence of the communication functions. The CCM is the point of contact and subject matter expert for the municipal Police 3-site communications system, the Mercer County communications system microwave backbone and multiple receivers, and the local fire and EMS dispatch systems, that are hosted by the University for these agencies. The CCM must be able to consider all aspects of emerging trends in public safety and emergency communications, operations, and administration. In particular, ‘Next Generation 9-1-1’ (NG911), new regulations for land mobile radio systems, FCC and NJ Office of Emergency Telecommunication Services (OETS) rules and regulations pertaining to the technical capabilities and operation of public safety dispatching centers, and other 9-1-1 technological advances that are underway. The CCM will assist, as part of the DPS Core Management Team, in planning, directing, coordinating, scheduling, and organizing operational resources to accomplish University and department goals and objectives. Working with the department’s Accreditation Manager, the CCM will develop policies and best practices. The CCM develops short-term and long-term plans for the Communication Center, staffing, training, Information Technology (IT) needs, and other Department systems while also acting as the functional manager for the operation in a wide range of systems: telephone, radio, software applications, fire monitoring, and video systems. DPS is a 24/7, 365-day operation that will require the Communications Manager to be on call and available to respond 24 hours/day and work non-standard hours, including evenings, weekends, and holidays.

Requirements

A minimum of a bachelor’s degree from an accredited institution of higher education. Work experience (minimum of 10 years with at least five years at the supervisory level in a Communications Center) may be substituted for the degree requirements.
Exemplary communication skills, including the ability to work effectively with a wide range of constituencies in a diverse community.
Ability to perform all duties of a dispatcher
Emergency Medical Dispatch Certified (EMD) and certified in either Association of Public Communications Officials (APCO) or National Emergency Communications Institute (NECI).
Knowledge of: Principles of leadership and management, project management, and training and development.
Operation of modern and complex public safety communications systems and equipment, including but not limited to Computer Aided dispatch (CAD) programs and related emergency systems.
Federal Communication Commission (FCC) procedures, rules, and regulations governing dispatch communications systems operations.
Emergency services systems, including call taking, emergency medical dispatch, and police dispatching.
Knowledge of emergency management planning, including Incident Command and National Incident Management System (NIMS)
Relevant rules, regulations, and statutes of the Federal Communications commission as well as pertinent State, local, and University laws, codes, and regulations.
Basic principles of human resource management; techniques of personnel supervision, local, state, and/or federal labor practices.
And training.
Principles and practices of office management, budget preparation, and administration.
Ability to: Work with considerable independent judgment, analysis, and evaluation.
Use initiative in coping with unusual situations and circumstances to resolve them.
Work variable shifts, be flexible in hours of attendance including nights, weekends and holidays.
Respond at any time during as emergency response to critical incidents involving the Center or its staff.
Exercise calm, professional behavior when exposed to stressful situations while maintaining a high level of efficiency.
Make critical decisions that will affect campus wide response and reaction.
Plan, organize, supervise, train and evaluate the activities of the Communication Center and staff.
Maintain work effectiveness with frequent changes in workload and priority of assignment.
Establish and maintain effective working relations with a variety of individuals and groups on and off campus.
Interpret and explain Communications center policies and procedures.
Research, analyze, and evaluate new equipment, program techniques and methods and procedures.
Repeatedly present information to customers; using good interpersonal relations by helping the people to feel valued, appreciated and meet or exceed the customer’s needs.
Effectively handle multiple, differing tasks simultaneously; in multiple pieces of technology and software applications
Maintain confidential records and communications including the safety and security of all audio and video recorded data.
Ability to remain seated for extended periods of time at a console.
Requires strong visual skills, must see well enough to read standard text and data on a computer screen or other monitors.
Ability to hear telephone conversations over a telephone or radio.
Requires strong communication skills.
Ability to communicate clearly and enunciate words over a telephone or radio during stressful emergencies.

Responsibilities

Serves as the liaison between the Communications Center and incident command during emergencies.
Responsible 24/7 to respond to emergencies and DPS Command notifications.
Manages the Communications back-up site located at Green Hall.
Attend the following meetings: Core Team meeting (weekly) Communications Center/ Communication Center plus IT Touch Base (weekly) Command Staff and Supervisors Meetings (monthly) Additional meetings as needed and/or instructed by the Director of Operations Monthly Lead Dispatcher Touch Base. Bi-monthly meetings with Site Protection management. Monthly Labor Management Committee meetings (member).
Manages the Assistant Communications Center Manager.
Schedules and assigns personnel; maintains adequate staffing levels considering such factors as time off, incident rates, overtime, and other special requirements.
Performs training needs analysis and ensures all dispatch training programs support Departmental goals and objectives.
Ensures prompt and courteous delivery of services to faculty, staff, students, and visitors, keeping in mind the DPS Community Caretaking philosophy.
Conduct performance evaluations of lead dispatchers and dispatchers.
Participates in candidate selection processes, including updating position descriptions and recommending candidates for selection.
Provides practical and creative approaches to address challenges and develop opportunities for dispatchers.
Liaises with Patrol and Cultural Property supervisors to ensure coordination of call-taking and dispatching.
In conjunction with the Director of Operations, create a shared vision/goal and work in a continuous improvement framework.
Promotes and maintains responsive community relations on/off campus.
Builds partnerships on/off campus to secure resources that benefit DPS objectives.
Implements Clear Communication Standards.
Establishes protocols for tone, empathy, and professionalism when interacting with callers.
Provides Ongoing Training.
Regularly trains dispatchers on customer service skills, stress management, and updated emergency procedures.
Monitors Call Quality.
Reviews recorded calls to ensure dispatchers are courteous, accurate, and responsive.
Offers Real-Time Coaching, Steps in during live calls when necessary to guide dispatchers through challenging interactions.
Sets Performance Metrics.
Defines measurable goals for response times, caller satisfaction, and accuracy of information.
Conducts Regular Feedback Sessions.
Gives constructive feedback based on call reviews and encourages continuous improvement.
Promotes Empathy and Patience.
Reinforces the importance of staying calm and compassionate, especially with distressed callers.
Ensures Adequate Staffing.
Maintains proper shift coverage to prevent burnout and rushed interactions that harm service quality.
Creates a Positive Work Environment.
Supports dispatcher well-being to reduce stress, which directly impacts customer service.
Handles Complaints Professionally.
Investigates public complaints promptly and use them as learning opportunities for the team.
Supervises, trains, audits, and evaluates employees in the performance of dispatching, call-taking, and reception area intake.
Develops, schedules, tracks, and administers training, including job skill certifications, continuing education, and professional development.
Ensures all staff licenses and certifications are obtained and kept up to date.
Reviews existing policies and makes recommendations to improve operational procedures and schedules to improve efficiency and effectiveness of the Communications Center.
Develops guidelines, checklists, and policies and procedures for specific incidents, including emergency medical calls and crimes in progress, meeting national accreditation standards.
Develops, updates, and implements policies and procedures to ensure efficient and responsive Center operations.
Prepares and interprets (weekly, monthly, annual reports) required by local, state, and federal laws/regulations and University policies.
Determine who will serve as the Criminal Justice Information System Terminal Agency Coordinator (TAC) and assistant TAC officers.
Coordinate TAC training as needed.
Manages data quality management initiatives.
Ensures all reports, logs, geographic codes, and protocols submitted by communications personnel are complete, timely, and accurate.
Maintains confidential audio and video records.
Supplies recordings of audio and video as requested for review and/or evidence.
Maintains all licenses and certifications of dispatchers as appropriate.
Oversees management of property and records associated with Lost and Found articles turned over to the Department; ensures proper disposal of unclaimed items, including evaluating and recommending methods to streamline and automate the associated processes.
Serves as the backup to the Infrastructure Operations Manager (IOM) in managing the 15 Federal Communications Commission licenses required for the 38 frequencies and 4 conventional analog repeaters in use at the University, as well as the 7 regional Public Safety Interoperability linked channels.
Oversees and maintains the Computer Aided Dispatch (CAD) and Incident Report Management Software systems.
Stays abreast of current technology as it may pertain to the Communications Center.
Ensures dissemination of information and integrity of the systems.
Regularly reviews technology, ensuring DPS remains on the cutting edge of industry trends and standards relating to public safety dispatching, security technology, including alarm monitoring/programming, CCTV (both analog and IP), emergency phones, and computerized applications.
Ensures working order of the Department’s Communications Center equipment, including radios, pagers, computers, projectors, display monitors, emergency and non-emergency telephones, keys, forms, and supplies.
Works with Technical Support staff to schedule and prioritize all system installations and service work.
Interfaces with Facilities, OIT, and outside contractors to coordinate system requirements, resources, and system delivery dates.
Works with the Patrol Captain and Administrative Lieutenant to review all police log entries and reports filed in these systems to ensure accuracy and completeness for the information entered, implements any necessary changes, and provides additional training for patrol officers and dispatchers as necessary.
Must ensure integrity and quality control of all data associated with CAD by direct management of and reviewing Uniform Crime Reports (UCR), requirements of the Clery Act, etc.
Ensures the dispatchers' equipment, consoles, and the Communication Center layout are functional, ergonomic, and state-of-the-art.
Plans, implements, trains, and manages new applications that support core values (e.g. Rapid SOS and IMC paging).
Conducts camera audits to ensure security and functionality.
Partners with Site Protection to ensure the acceptance process of new FA (fire alarm) points, CCURE points, and cameras supports departmental core values.
Provides CAD system support and training for Cultural Property staff.
Serves as the DPS point person for nomenclature issues and implementation for CCURE and TSW systems.
Maintains KeyTrack, the campus door key management system.
Collaborates with the Infrastructure Operations Manager to ensure proper functioning and regular testing of various campus safety and security systems within the Communications Center Requires full integration into the Communications Center for the purpose of monitoring them, processing their signals, and dispatching appropriate resources that are needed Campus fire alarm system Emergency communications system Blue light towers and blue light phones Campus access control system (CACS) Campus video management system (CVMS) The student room access system (SALTO), the Princeton telephone emergency notification system (TigerAlert), the 9-1-1 call number/location ‘pop-up’ alerting system, and the campus-wide digital trunked radio system Ensures interoperability of systems used inside of the Communication Center.
Participates in the preparation of the annual budget for equipment, supplies, and personnel for the Communications Center needs.
Implements approved expenditures and personnel for the Communication Center.
Manages Paid Time Off (PTO), including vacation, sick, personal holiday, and overtime schedules.
Evaluates overtime expenditures.
Perform additional duties as assigned by the Director of Operations