Communications Coordinator

City of DeKalb•DeKalb, IL

2d•Onsite

About The Position

The Communications Coordinator is responsible for the overall operations of the Communications Center of the Police Department including the planning, directing, coordinating, and staffing of the Center. This position will be responsible for the development, interpretation, and revision of policies and procedures necessary to operate an efficient and effective emergency communications center. The Communications Coordinator requires a high level of discretion and the ability to work independently with minimal supervision. The position of Communications Coordinator is assigned to the Community Support Services Division of the Police Department and reports directly to the Deputy Police Chief. This position is a full-time exempt position which requires working and attending meetings outside of regular business hours including weekends and evenings. This position may also work evenings, weekends and holidays, and be on call for emergencies. The Communications Coordinator requires a high level of responsibility, flexibility while managing a 24/7 staff, the ability to work under pressure, and maintain confidentiality. This position will experience extensive contact with the general public, internal staff members, outside agencies, and the community at-large. The Communications Coordinator directly supervises a staff of full-time telecommunicators and telecommunicator specialists.

Requirements

Demonstrated knowledge of public safety operations including police, fire, and EMS practices and dispatching procedures in a computer aided dispatch environment.
Knowledge of the operation of radio receiving and transmitting equipment and other communications equipment, including computer terminals and CAD and procedures.
Knowledge of progressive emergency communication centers, including familiarity with public safety functions, environment, requirements, and related laws, regulations, and systems.
Knowledge of applicable state and municipal codes.
Extensive knowledge of departmental rules, regulations, policies, and procedures and information pertaining to law enforcement, fire, and emergency medical dispatch.
Knowledge of regulatory agencies and legislative matters as they relate to emergency and non-emergency communications.
Knowledge of state and national professional and accreditation standards applicable to an emergency communications center, including APCO, NENA, NFPA, and ILEAP.
Ability to supervise, direct, and evaluate the work of others while leading and motivating a team.
Must have strong verbal and written communication skills and the ability to communicate and work effectively with diverse audiences.
Ability to analyze financial, budgetary, administrative, operational, and organizational data.
Ability to conduct research including gathering data, analyzing information, preparing reports, and making formal presentations.
Ability to develop and maintain collaborative working relationships with all levels of staff, management, agencies, and the general public.
Ability to multi-task and work under pressure with interruptions and within short time frames.
Ability to work independently with minimal supervision while exercising good judgment and initiative.
Ability to work effectively as a team player, take the initiative, and make constructive recommendations to improve overall departmental efficiency.
Ability to handle confidential/sensitive materials in a professional manner.
Must have strong organizational and time management skills.
Knowledge of modern office procedures, methods, and computer software, and equipment.
Ability and willingness to work flexible hours and respond to emergencies outside of normal business hours as required.
Must have the ability to maintain professional composure and take reasonable action when confronted with difficult situations.
Ability to type a minimum of thirty-five (35) words per minute.
Ability to accurately compute logistical staffing and apparatus needs.
Knowledge of, or the ability to gain knowledge of, street locations and City geography.
Ability to identify, troubleshoot, and report electronic system glitches or errors.
High school diploma or equivalent required.
A minimum of seven years of experience in the emergency services communications or related field required.
A minimum of five years of experience working with communications equipment including radio equipment (consoles, mobile and portable radios), phone system including 9-1-1 software, CAD program, and Records Management software.
Demonstrated leadership required and previous supervisory experience preferred.
Previous experience could include leading a team through direct supervision of staff or supervision of a project team, vendors, contractors, etc.
Previous experience should include delegating and planning tasks, training, evaluating effectiveness, and providing feedback to others.
Strong working knowledge of MS Office (Word, Excel, and PowerPoint) required.
Ability to gain proficiency in departmental systems and enterprise systems required.
Valid driver’s license.

Nice To Haves

Bachelor’s degree preferred.
Illinois LEADS 2000 Full Access Certification within 30 days of employment if not already certified.
Illinois State Police Telecommunicator Sexual Assault and Sexual Abuse Training within 30 days of employment if not already trained.
40-hour PowerPhone Public Safety Dispatch Course (Emergency Medical Dispatch, Law Enforcement Dispatch, and Fire Service Dispatch) within 30 days of employment if not already certified.
American Heart Association Basic Life Saver CPR/AED certification within 90 days of employment if not already certified.
APCO Public Safety Telecommunicator Certification within 120 days of employment if not already certified.
APCO Fire Service Communications Course within 120 days of employment if not already certified.
Communication Supervisor Certification within 12 months of employment if not already certified.
CTO Certification within 12 months of employment if not already certified.

Responsibilities

Plans, directs, and coordinates the activities of the Communications Center to ensure efficient call-taking, dispatching, and emergency response coordination.
Supervises, trains, and evaluates personnel. Participates in the selection of staff, completes employee performance evaluations, works with employees to correct deficiencies and participates in progressive disciplinary and termination procedures as required.
Ensures police, fire, and emergency medical service (EMS) calls are promptly dispatched, while monitoring operations to maintain performance metrics, customer service standards, and compliance with Standard Operating Procedures.
Collaborates with command staff, law enforcement, fire, and EMS to coordinate seamless emergency response efforts across the City.
Responds to and addresses service delivery concerns as needed.
Monitors staffing levels, shift assignments, and workload distribution to maintain 24/7 coverage.
Oversees the department’s Quality Assurance program. Ensures compliance with established standards, leveraging various technologies and QA tools to monitor performance, analyze trends and deliver feedback to support continuous improvement.
Provides leadership support during emergencies, critical incidents, and major system disruptions.
Directs staff training, including evaluating training options, coordinating schedules, reviewing trainee progress, and tracking required training and certifications for compliance.
Participates in the development and implementation of divisional goals, objectives, policies, and priorities.
Assists with the development of short and mid-range plans for the division, identifies opportunities for efficiency, and improvement of service delivery and monitors work activities to ensure compliance with established policies and procedures.
Participates in the preparation of the departmental annual budget and forecasting divisional needs. Monitors and maintains expenditures according to budgetary guidelines and procures materials, equipment and supplies in accordance with the budgetary procedures.
Performs various administrative duties including efficiency reporting, accreditation compliance, mandated reporting to Illinois 911 Administrator, and call handling agreements.
Develops and revises policies, procedures, and work methods to achieve Center objectives.
Assists in compilation, analysis, and reporting of monthly, quarterly, and annual statistics data for the Division.
Oversees Center communication equipment including the Next Gen 911 equipment, telephones, fire alarm panel, emergency warning sirens, CCTV system, radios, and Computer Aided Dispatch (CAD) system. Ensures all systems perform efficiently and at maximum productivity.
Recommends system maintenance, repair, or replacements as needed.
Coordinates with vendors, IT staff, and partnering agencies to troubleshoot issues and support system upgrades.
Stays abreast of technology and other developments in 9-1-1 public safety emergency services.
Serves as a staff liaison with other public safety agencies, groups, and associations.
Works closely with the multi-disciplinary DeKalb County Emergency Telephone System Board (ETSB) which has oversight and authority for operational protocols.
Serves as liaison and primary point of contact with command level operations staff from agencies served by the Center.
Represents the division, department, and City, on various criminal justice systems and 9-1-1 call centers.
Coordinates or responds to special projects as assigned.
Makes presentations to City Council, boards, commissions, civic groups, and the public as requested.
Attends and or serves on committees for APCO, NENA, MABAS, or other professional organizations related to public safety and emergency dispatch.
Represents the City at various association meetings and seminars as approved by the Police Chief and/or Deputy Police Chief.
Responds and is available for after-hours contact for emergency management incidents as needed.
Attends professional development workshops and seminars to obtain and maintain required certifications.