Communications Center Manager

Communications Center Manager

Reporting to the Director of Operations, the Communications Center Manager (CCM) serves a vital role in coordinating and directing the operations of the Department of Public Safety (DPS) Communications Center. The CCM manages all dispatch personnel, overseeing scheduling, promotions, hiring, and disciplinary actions; performing all aspects of performance management for supervisory team, including motivation, direction, assignments, accountability, evaluation, and professional development; oversees recruitment, application screening, and interview process for new dispatch employees; develops and implements training for new and existing dispatch employees; responds to concerns or complaints regarding dispatch communications service delivery; sets expectations of quality service and customer satisfaction then follows through with proactive performance management, training programs, team building, and application of available technology and industry practices; interacts with external campus stakeholders regarding issues affecting DPS operation, providing input and direction.

The CCM is tasked with building top-notch services through creating a positive work environment and instilling excellence for all team members regarding their job performance with a focus on organizing and directing the day-to-day activities of the Communications Center. The CCM must have a vision for the future of a 911 emergency center and for guiding and directing the team to achieve goals and objectives established by the department. The CCM understands that successful performance in critical public safety functions is a measurement of whether the correct actions are taken, not just the avoidance of a negative outcome; and recognizes that members of the Princeton University campus (students, faculty, staff, scholars, alumni and visitors) are our customers, and all DPS staff should strive to provide service that exceeds expectations.

The Communications Center is responsible for all inbound and outbound public safety communications, including the RAVE system which could go out to the entire campus community at any time, day or night. The Communication Center also actively monitors alarms and critical system signals. The systems include routine and emergency phone calls, alarm monitoring, video security, radio and connection to local, state, regional, and federal computer systems and radio networks. Dispatchers are often the first professional to engage with community members requiring emergency services and routine requests for service or information. The CCM will oversee and coordinate ongoing training programs to ensure the excellence of the communication functions.

The CCM will assist, as part of the DPS Core Management Team, in planning, directing, coordinating, scheduling, and organizing operational resources to accomplish University and department goals and objectives. Working with the department's Accreditation Manager, the CCM will develop policies and best practices. The CCM develops short-term and long-term plans for the Communication Center, staffing, training, Information Technology (IT) needs, and other Department systems while also acting as the functional manager for the operation in a wide range of systems : telephone, radio, software applications, fire monitoring and video systems.

DPS is a 24 / 7, 365 day operation that will require the Communications Manager to be on call and available to respond 24 hours / day and work non-standard hours including evenings, weekends, and holidays.