Supervisor, Communications Center

Responsibilities

• Supervise the daily operations of the Communication Center, including staffing levels and scheduling to ensure minimum operational staffing requirements are maintained.
• Provide leadership, guidance, coaching, and performance feedback to staff members.
• Oversee training and development of telecommunicators, conduct performance evaluations, and apply progressive discipline with necessary.
• Oversee 24-hour alarm system monitoring to ensure proper operation, timely response to issues, and prevention of system failures.
• Serve as a liaison with alarm system technicians and maintain reports of alarm incidents and responses.
• Supervise telecommunication operations to ensure timely, accurate, and effective communications services.
• Review calls for service, radio traffic, CAD entries, and audio recordings for accuracy, policy compliance, and quality assurance purposes.
• Ensure staff compliance with departmental policies, SOP’s, state regulations, accreditation standards and CJIS/TCIC/NCIC requirements.
• Oversee and manage secure communication databases and systems, including TLETS and TCIC/NCIC, while maintaining required compliance records and documentation.
• Serve as the Terminal Agency Coordinator (TAC) for TLETS and act as the department’s TCIC/NCIC administrator.
• Cover required certification and compliance training for sworn personnel and telecommunicators.
• Ensure the proper operation of telephone and radio communication systems and monitor staff compliance with established procedures related to criminal history information, wanted persons, stolen property entries, and related law enforcement records.
• Maintain effective working relationships with law enforcement agencies, fire departments, EMS, and college departments to coordinate communication during emergencies, major events, and campus incidents.
• Provide operational support to personnel, maintain accurate documentation of officer activities, coordinate case numbers, and distribute applicable records as required.
• Maintain working knowledge of surrounding law enforcement jurisdictions and all college-owned properties, buildings, and campus layouts.
• Aid in incoming emergency and non-emergency calls as needed.
• Maintain complete and accurate logs for each shift.

Qualifications

• Maintain departmental password and accessibility records for departmental databases while ensuring compliance with privacy laws and regulations.
• Update contact information for outside agencies and resources.
• Absorb and perform telecommunication duties when necessary, including extended hours as required.
• Cover Communications Center activities during declared emergencies or critical incidents.
• Perform other duties as assigned.

Skills and Abilities

• Knowledge of Microsoft Office, internet applications, and office-related technology systems.
• Strong written and verbal communication skills with the ability to build professional relationships with internal and external stakeholders.
• Ability to manage multiple tasks, prioritize assignments, and work effectively both independently and in a team environment.
• Strong organizational skills with attention to detail and accuracy.
• Ability to gather, compile, analyze, and communicate information from multiple sources.
• Ability to prepare clear, concise, and professional reports, correspondence, and other written materials.
• Ability to communicate effectively with employees, supervisors, law enforcement personnel, public agencies, and members of the public.
• Ability to handle difficult or sensitive situations using sound judgment, professionalism, and confidentiality.
• Ability to remain calm and perform effectively during stressful or emergency situations.
• Ability to maintain proficiency in TLETS, TCIC/NCIC, and CJIS systems, policies, procedures, and compliance requirements.
• Knowledge of or ability to learn the requirements of the Jeanne Clery Act.
• Ability to remain calm and perform effectively during stressful or emergency situations.
• Knowledge of current trends, issues, and best practices related to public safety communications.
• Ability to gather, analyze, and communicate critical information during emergencies, including crimes in progress, medical incidents, and fire/rescue situations.
• Ability to interpret and apply applicable laws, regulations, policies, and procedures.
• Ability to work effectively under pressure for extended periods while interacting professionally with upset, confused, hostile, or frustrated individuals.
• Commitment to maintaining the highest standards of ethical conduct, integrity, fairness, professionalism, and confidentiality.

Education and Experience

• Meet one of the following education and experience requirements:
• Five (5) years of full-time experience as a Police Telecommunicator and a high school diploma or equivalent, or;
• Three (3) years of full-time experience as a Police Telecommunicator and an Associate’s Degree, or;
• Two (2) years of full-time experience as a Police Telecommunicator and a Bachelor’s Degree.

Preferred Education

• Bachelor’s Degree

Experience

• Experience in a higher education or campus public safety environment.
• Experience with emergency management operations and incident command systems.
• Instructor certifications related to telecommunication or public safety communication training.
• Experience with quality assurance and communication center accreditation standards.