Multi-Agency Communications Manager

Performs a variety of routine clerical, administrative and technical work in receiving and dispatching routine and emergency information, as well as complex tasks in directing the activities of the division; keeping official records, including all departmental reports and records; and administering the standard operating policies and procedures of the dispatch center. Manages the 911 system, contracts and coordinates with state and local 911 agencies. 

Serves as the department liaison for the Fire/EMS and police agencies that form the partnership supported by the Regional Communications Center.

Establishes and maintains a cohesive workforce using open/honest communication styles to maximize the effectiveness and efficiency of all personnel. Supervises the scheduling and coordination of shift changes; establishes and maintains staffing levels based on actual work loads, anticipated needs, and ensures the safe and efficient operation of the communications center.

Ensure supervisors proactively confront and document problem behaviors and consistently address problems related to employee performance, interpersonal relationships, time management, professional conduct, and police/public relations. Conducts periodic performance evaluations and planning sessions for assigned personnel and counsels assigned personnel on job performance and disciplinary matters. May conduct internal investigations as assigned.

Communicate effectively with other supervisors and all staff, both in writing and verbally. Identify issues at the managerial level and those that require approval by superior officers. Consistently advises command staff of critical or sensitive issues affecting the division, department and City.

Analyzes information, statistics, and reports on departmental activities to determine service needs, availability of resources, and proper deployment of staff throughout the shift. Plans and directs the department’s activities related to communications, public contacts, receiving calls for service and dispatch services with area police departments, fire departments and ambulance providers. Direct and oversee responsiveness to citizen complaints, personnel investigations and other activities as needed or directed.

Coordinates and cooperates with intra- and inter-agencies. Exhibits service orientation toward customers and maintains productive working relationships with all members of the public and other public safety agencies. Maintains normal availability by radio or telephone for consultation on daily issues as well as major emergencies.

Responsible for dissemination of manuals and other ACJIS/NCIS publications.  Provides or manages training sessions for personnel in ACJIS/NCIC matters. Ensure all Terminal Operator Testing/Certifications are current. Oversee operation of ACJIS/NCIC access and equipment functions.   Maintains all files for ACJIS pertaining to operations and audits. Handle any problems that arise concerning ACJIS network usage. Ensures terminal compliance with ACJIS rules and carries out duties in conformance with Federal, State, County, and City laws and ordinances.

Addresses any issues with the police Records Management System (RMS) and Computer Aided Dispatch System (CAD), enters data into the computer, and generates a variety of law enforcement management system reports. Operates ACIC and NCIC criminal data information systems through the ACJIS system. Works in coordination with the Arizona Department of Public Safety and other public/private entities to accomplish tasks.

Coordinates the maintenance of telephone and radio equipment and related support systems. Negotiates and plans for appropriate maintenance and outsourced technical support.

Reviews, evaluates and develops programs, policies and procedures for various departmental operations, including public outreach with all contractual agencies and their constituents.  

Consults with police administrative and field staff to anticipate future data needs and to fulfill requests for available data in a timely and accurate manner. Inform Division Commanders and the Chief of Police of major problems or equipment failure. 

Serves as part of the management team in researching and implementing new technology and procedures, establishing short-term and long-term goals, objectives and performance.  Provides necessary information to the Commanders for design and implementation of new system applications and assists with budgetary matters relating to communications and information services as assigned. Assists with the preparation and administration of the department budget.   

Provides leadership and training to other employees to increase their skills in assigned functional areas, actively works towards understanding all functional areas in the department. Ensures all employees are treated respectfully and in accordance with adopted personnel rules and regulations.  

Performs all duties in strict compliance with appropriate safety and security standards. Ensures all applicable safety and health rules and regulations are followed.  

Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service. Leads and participates in the accomplishment of organizational, departmental and workgroup goals and objectives.

Performs other duties of a similar nature or level as assigned.

1. Associate degree from an accredited college in Business Administration, Communications, Computer Science or related field; and
2. Four (4) years of general office, communications, or records management experience, at least two (2) years of which must have been at a supervisory level; or
3. An equivalent combination of education and experience.