Manager - 911 Watch(Dallas Police)(Civil Service)

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A competitive salary, five-year vested pension plan, great benefits package that includes health, vision and dental insurance, pet insurance, tuition reimbursement, qualifying childcare assistance, paid time off and more.

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Job Summary

First level management role managing and overseeing the daily operations and administrative duties for 911 Call and Dispatch Analysts, Police Report Representatives, and NCIC Representatives for the City of Dallas, to ensure adequate coverage and timely implementation of relevant policies. Handles escalations during the assigned shift.

Overview

Job Description

The Shift Manager - 911 Communications oversees, manages, and participates in a wide range of communication efforts for the 911 Communications Unit. This position is responsible for the day-to-day operations of various shifts, adequate staffing, training, upskilling and certification programs, and other technical and administrative work. Provides leadership to the teams within the unit, supporting and addressing escalation of critical matters.

Essential Functions

• Oversees Supervisors and leads team members of their assigned shifts.
• Tracks and reports staff training; ensures training requirements are met, properly documented, and reported accordingly in a timely manner.
• Communicates the status of departmental performance to the Manager of 911 Communications.
• Ensures that appropriate reporting of failed systems or equipment is conducted.
• Evaluates call taking and communications methods and operations; monitors the efficiency of services and implements updates to ensure effectiveness.
• Ensures compliancy of Departmental policy and procedures.
• Maintains uniformity in the application of policies and procedures.
• Plans for present and future needs of the team, including participation in budget preparation.
• Keeps management updated and informed on developments, concerns, or any problems, as needed.
• Prepares reports requested by the leadership.
• Ensures that deadlines are met, and assignments are equitably distributed to support staff.
• Oversees quality control.
• Develops departmental policies and enforces all security measures.
• Investigates complaints, assigns proper personnel to assist, follow up, and get a resolution on the complaint.
• Performs other work as needed or assigned.
  
  

Knowledge And Skills

• Thorough knowledge of City of Dallas Police Department policies and procedures.
• Knowledge of human relations, basic psychology, and skill in supervision.
• Skill in logical reasoning, ability to analyze, understand, and evaluate complex situations, identify the strengths and weaknesses of alternative solutions.
• Knowledge of a 24-hour emergency communication practices and standards.
• Knowledge of leadership techniques, principles and procedures, delegating and assigning work, creating schedules, supervising, training, and evaluating assigned work.
• Knowledge of quality assurance and continuous improvement standards.
• Advanced skill in using police information software and internal systems.
• Knowledge of jurisdictional boundaries, thoroughfares, landmarks, public buildings, waterways; and the resources available to determine the location of incidents in the City of Dallas and surrounding jurisdictions.
• Skill in managing a call center environment and assessing performance based on KPIs.
• Ability to develop and implement a budget.
• Knowledge of emergency phone routing processes, any OEM preparedness operations, and DFR “F” storm processes and assistance.
• Ability to communicate effectively verbally and in writing.
  
  

Education

MINIMUM QUALIFICATIONS

• Bachelor’s degree in communications, business, public relations or a closely related field.
  
  

Experience

• Seven (7) years of experience in public safety call centers and/or dispatch environment with a municipal, county, state, or federal regulatory agency.
  
  

AND

• Three (3) years in a supervisory role overseeing various teams.
  
  

Equivalency

• An associate degree in any of the mentioned fields and nine (9) years of relevant experience with at least three (3) years of lead or supervisory may fulfill the education and experience requirement.
• A valid Master level certification from Commission on Law Enforcement from a different state may be substituted for an Advanced TCOLE certification.
• Must obtain NCIC/TCIC certification during the probationary period and renew the certification every year.
  
  

Licenses And Certifications

• Master Telecommunicator License from Texas Commission on Law Enforcement or equivalent organization.
• Must have a Master level Texas Commission on Law Enforcement (TCOLE) certification.
  
  

Other Requirements

• Must be a United States citizen.
• Availability to work varying shifts including nights, weekends, holidays, and overtime.
• Must pass an intensive background investigation and drug test.
• No Felony or Class A Misdemeanor convictions.
• No Class B Misdemeanor convictions within the last ten (10) years.
• No family violence convictions.
• Cannot currently be on deferred adjudication for any Felony, Class A or Class B Misdemeanor.
  
  

Salary Range

$70,080.75 - $87,600.93

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer and values diversity at all levels of its workforce.