Communications System Manager

Responsible for managing the technical operations of the St. Mary’s County Emergency Communications 911 Center. This role oversees the administration and management of the Departments technology platforms, including CAD, ProQA Priority Dispatch, mobile applications, and various CAD interfaces. Ensures data integrity, continuity, and seamless transfer between users. Provides training and instruction to department personnel on CAD operations and CAD-based applications to enhance user proficiency and system effectiveness. The position also coordinates with IT, vendors, and partner agencies, and supports ongoing system enhancements to meet operational needs. Recommends policy changes and coordinates improvements that enhance response operations for staff and allied agencies. Plans and operations the complex programs and mission critical awareness of the facility and critical systems with zero tolerance for failure.  Performs the duties of a 911 Public Safety Dispatch in times of staffing shortages, performs other duties as assigned.

The hiring salary for this position is $82,638 - $91,291 annually.

1. Responsible for the maintenance and management of the departments Computer Aided Dispatch system, mobile and webview applications, data-archiving solutions, and analytical platforms (e.g., Tyler Enterprise suite). 
2. Serves as the primary point of contact with Department of Emergency Services Command staff for requests related to system changes or updates, and coordinate with sheriff’s office, fire, and rescue personnel to receive and address operational needs. 
3. Receives and processes input regarding changes in dispatch protocols, unit response assignments, and operational unit updates for St. Mary’s County Fire Departments, Rescue Squads, Sheriff’s Office, and Animal Control, ensuring accurate and timely system updates. 
4. Ensures required training is performed in accordance with approved training plans. Identify training needs to ensure incorporation into the appropriate training plans and improve our efficiency and customer service. 
5. Ensures employees and authorized end users are properly enrolled, configured, and granted appropriate access within the Computer Aided Dispatch (CAD) system and other CAD-based applications.  
6. Ensures third-party interfaces and data-exchange services (such as Active 911, Emergency, Networking, ImageTrend, Priority Dispatch) are functioning accurately. 
7. Interviews applicants and recommends new dispatcher position hires; 
8. Coordinates with the Department of Information Technology and assists Department personnel with resolving application issues across CAD, mobile and analytical platforms. 
9. Coordinates and facilitates access requests with the County IT department and applicable personnel for new hires, transfers, or resignations requiring changes in account status or access to various programs. .
10. Maintains plans to effectively respond to unexpected situations, operational changes, and emergency situations, and communicates necessary procedural changes (immediate and long-term) to all involved parties to ensure an appropriate departmental response.
11. Coordinates with vendors, agency partners, and internal stakeholders on project enhancements, troubleshooting, version changes, and upgrades.
12. Provides support for data mining, data analysis, and report creation/distribution for statistical or records-data requests.
13. Increases professional knowledge through attendance at workshops and conferences, participating in professional associations and activities, and reading professional and local publications;
14. Performs the duties as a Public Safety Dispatcher as needed, maintaining all necessary certifications to function as a Public Safety Dispatcher. 
15. Maintains METERS/NCIC CN1 Certification
16. May serves as a 911 Center representative in the Emergency Operations Center during Emergency Management Activations.  
17. Attends meetings after hours as needed. 
18. Performs all other duties as assigned.

1. Ability to gain advanced knowledge of St. Mary’s County Government policies and procedures;
2. Ability to act as a representative of St. Mary’s County Government to the public;
3. Advanced knowledge of the principles, practices, and procedures of administrative management and the operations and activities of the assigned area, and the ability to interpret them to the staff and the public;
4. Extensive knowledge of governmental fiscal policies, procedures, and legal mandates including the budget process;
5. Extensive knowledge of modern research and investigative techniques and procedures;
6. Extensive knowledge of relevant laws, statutes, and ordinances of the State of Maryland and St. Mary’s County;
7. Ability to keep all relevant parties informed of all major issues and programs and to recommend changes as appropriate;
8. Ability to supervise, plan, and coordinate the work of diverse staff in order to accomplish departmental goals and objectives;
9. Ability to review, evaluate, and initiate appropriate action on technical and legal reports, contracts, and documents concerning departmental matters;
10. Ability to establish and maintain effective working relationships with county officials, associates, staff, representatives from other agencies, and the general public;
11. Ability to operate relevant computer systems including hardware and software, and office machines.
12. As needed, assume the duties of a Public Safety Dispatcher and other administrative duties as necessary.

1. Bachelor’s degree preferred;
2. Five years or more of related professional experience, or additional education in a specialized area;
3. Experience managing a Public Safety Access Point (PSAP) preferred;
4. Or equivalent technical training, education, and/or experience.
5. Cardiopulmonary Resuscitation Card (CPR).
6. NENA Center Manager Certification Program within one year of hire;
7. NENA Emergency Number Professional certification within two years of hire

Additional Requirements:

1. Negative drug screen.
2. Successfully pass a physical, hearing and vision exam. 
3. Successfully pass a psychological fitness examination with favorable results.
4. Successfully pass an extensive background investigation with favorable results.

Physical and Environmental Conditions: 
Work requires occasional demand for light to moderate physical effort, including lifting or handling equipment of 30 pounds or less.

Work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices or meeting rooms, e.g., use of safe work place practices with office equipment, and/or avoidance of trips and falls. 


Full salary range for this position is $82,638 - $142,355 annually. The full salary range does not reflect the anticipated hiring salary for this position. The anticipated hiring range is $82,638 - $91,291 annually, based on the selected candidate’s qualifications and experience.