Director of Emergency Communications - Grant Services Specialist IV (SAAP)-10

Baltimore City • Baltimore, MD

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About The Position

The Baltimore Police Department is seeking a Director of Emergency Police Communications to provide strategic, operational, and administrative leadership for the Department’s public safety communications function. This role exercises full supervisory authority and accountability for staffing, scheduling, training, performance management, and policy implementation. This role requires strong leadership, operational expertise, and the ability to manage complex, high-impact public safety communications in a unionized, public safety environment. This position requires participation in a rotating on call schedule, including nights, weekends, and holidays, and availability outside of normal business hours to address operational, personnel, or emergency issues consistent with the responsibilities of an exempt management position in a 24/7 public safety environment.

Requirements

• Education: A bachelor’s degree from an accredited college or university
• Four (4) years of experience in coordinating and monitoring in a call center environment
• Two (2) years of experience supervising subordinate staff or equivalent combination of education and experience AND
• Experience: Progressively responsible experience in police or emergency communications operations is required.
• Must have experience supervising staff, managing performance, resolving conflicts, and making employment-related decisions.
• Experience working with applicable laws, regulations, and professional standards related to emergency communications, records management, CJIS, NCIC, and CCIC is required.
• OR Equivalency Notes: Have an equivalent combination of education and experience. Non-supervisory experience or education may not be substituted for the required supervisory experience.
• DRIVER’S LICENSE REQUIREMENT Licenses, Registrations, and Certificates: Have a valid Maryland Class C Noncommercial driver's license or an equivalent driver's license and be eligible to obtain a Baltimore City driver’s permit. Provisional driver’s licenses are not acceptable.
• NOTE: You must upload a copy of your valid driver’s license with the application at the time of applying.

Nice To Haves

• Highly qualified applicants must have experience with budgeting, resource allocation, and data-driven decision-making.
• Certification as an Emergency Number Professional (ENP) issued by the National Emergency Number Association (NENA), or as a Registered Public-Safety Leader (RPL) issued by the Association of Public-Safety Communications Officials (APCO).

Responsibilities

• Supervise the Emergency Communications Center Operations Manager, Public Safety Emergency Dispatcher Supervisors, Emergency Dispatchers, and Call Center employees: including hiring, onboarding, scheduling, performance evaluations, coaching, and discipline.
• Monitor workload, call volume, staffing levels, and operational flow to ensure timely, effective emergency and non-emergency response.
• Develop, implement, and enforce communications center policies, procedures, operating manuals, and production standards.
• Interpret and apply departmental, state, and federal policies and regulations related to police communications and records management.
• Oversee the communications training program, including approving training materials, evaluating trainee progress, and ongoing assessment of staff competency.
• Initiate and manage employee performance improvement plans, disciplinary actions, and resolution of informal grievances or complaints.
• Approve work schedules, overtime, and leave to ensure appropriate staffing coverage and budgetary accountability.
• Ensure proper handling, retention, and release of confidential police records in compliance with applicable regulations.
• Compile and submit Uniform Crime Reporting (UCR) statistics and required state and federal reports, including submissions to the Maryland Bureau of Investigation.
• Oversee NCIC/CCIC validations, receipts, and criminal history background requests.
• Monitor the functionality of dispatch equipment and systems; identify maintenance, supply, or upgrade needs and coordinate corrective actions.
• Research new technologies and equipment and develop proposals to support operational improvements.
• Collaborate with the department’s HR liaison throughout recruitment, hiring, and personnel management processes.
• Plans, diagnoses and directs the identification and correction of malfunctions and technical problems in the communications computer system.
• Develop long-term plans for communications computer system revision and evaluation.
• Represent police communications and participates in local, regional, state, and national organizations regarding a wide range of public safety communications matters.
• With department leadership, develops, implements, and monitors work plans, operations, policies, standard operating procedures, and long-range strategic plans; and sets goals for the department.
• Participate in the development of intergovernmental agency contracts and agreements for emergency communications services.
• Establish and maintain an effective working relationship with the Fire Department, Office of Emergency Management, Department of Transportation, Department of Public Works, Department of Information Technology, Sheriff’s Department and other internal and external agencies.
• Provide leadership and participates in programs and activities that promote workplace diversity and a work environment that promotes positive employee relations.
• Ensure that the Standard Operating Procedures manual is reviewed and updated on a regular basis.

Benefits

• The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans.
• This office also supplies wellness programs, support groups, and workshops.
• You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees