Public Safety Communications Manager
About The Position
The Public Safety Communications Manager manages and directs the Communication Services Division (CSD) of the Mesa Public Safety Support Department. The division operates 24 hours a day, seven days a week, handling public contacts—including calls and texts—for emergency and non-emergency public safety services, information, and support. It processes police, fire, and medical emergency contacts, as well as non-emergency and administrative inquiries. The Manager supervises Public Safety Communications Administrators responsible for day-to-day call center operations and a training supervisor responsible for developing and delivering initial and continuing employee training. The role includes administrative, supervisory, fiscal, and decision-making responsibilities. It is supervised by the MPSS Deputy Director, who evaluates work through observation, reports, meetings, and results achieved. This is an at-will, non-classified, non-merit-system position and is designated FLSA exempt executive.
Requirements
- Any combination of training, education, and experience equivalent to graduation from an accredited college or university with a Bachelor's Degree in Criminal Justice, Business Administration, Public Administration, or a related field.
- Extensive (5+ years) progressively responsible managerial, supervisory, and administrative experience.
- At least two years of supervisory experience in a public safety communications center.
- Successful completion of a background investigation and psychological examination.
- Pre-employment/pre-placement alcohol, drug, and/or controlled-substance testing, as outlined in City policy and procedures.
- Uphold and exhibit the City of Mesa's shared employee values of Knowledge, Respect, and Integrity.
Nice To Haves
- Experience managing a unified call-taking model in which telecommunicators handle law enforcement, fire and rescue, and emergency medical services calls.
- Experience with Computer Aided Dispatch (CAD), Computer Telephony Integration (CTI) systems, and 800 MHz radio systems.
Responsibilities
- Manage and direct the work of the Communication Services Division.
- Supervise Public Safety Communications Administrators and a training supervisor.
- Develop strategic and operational plans for the division.
- Collaborate with the Mesa Police Department and Mesa Fire and Medical Department to promote consistent and complementary practices.
- Analyze performance and workload data.
- Ensure technical support on police response is provided to Public Safety Shift Supervisors and Telecommunicators.
- Coordinate budgeting and financial management with MPSS fiscal staff, including preparing budget estimates, monitoring expenditures, and communicating fund status.
- Develop staffing strategies and shift schedules to ensure adequate coverage, and manage overtime to address staffing gaps.
- Identify opportunities to improve performance outcomes and call center efficiency.
- Notify appropriate internal and external parties about the status of major incidents.
- Handle media inquiries.
- Collaborate with other City departments on services for Mesa residents, businesses, and visitors.
- Coordinate policy development and implementation to standardize responses to emergency and non-emergency public contacts.
- Monitor quality assurance review results to identify performance patterns and trends and assess implications for hiring, training, policy, or practice changes.
- Participate in regional collaboration, including state and local PSAP manager meetings and regional cooperation group meetings.
- Perform related duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
