Communications Center Manager

DEPARTMENT OVERVIEW

The Department of Public Safety (DPS) is the primary department charged with creating a safe and secure environment at Princeton University. DPS operates 24 hours a day, 365 days a year, and is comprised of 164 staff members.   The department consists of professional University police, security officers, dispatchers, and administrators dedicated to providing best-in-class service to the community.

DPS was originally recognized and awarded Law Enforcement Accreditation from the Commission on Accreditation for Law Enforcement Agencies (CALEA) in July 2015, and subsequently awarded reaccreditation status in July 2018 and July 25, 2022. CALEA serves as the “International Gold Standard for Public Safety Agencies” and oversees a rigorous accreditation process.  In addition, DPS was awarded accreditation status by the New Jersey State Association of Chiefs of Police Law Enforcement Accreditation Commission (NJLEAC) on March 14, 2019, and subsequently awarded reaccreditation status on March 10, 2022 . These awards are a mark of professional excellence and signify that we have earned these distinguished honors through continued compliance with CALEA/NJLEAC Standards. Throughout these processes, we established and implemented policies and practices that meet or exceed the National and State standards, to serve both the Department and the community well in the future.

To read the Princeton University Annual Security and Fire Safety Report click here. 

POSITION OVERVIEW

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.

Emergencies (5%)

• Serves as the liaison between the Communications Center and incident command during emergency situations.
• Responsible 24/7 to respond to emergencies and DPS Command notifications.
• Manages Communications back-up site located at Green Hall.

 Staffing & Performance Management (35%)

• Attend the following meetings:
• Core Team meeting (weekly)
• Communications Center/ Communication Center plus IT Touch Base (weekly)
• Command Staff and Supervisors Meetings (monthly)
• Additional meetings as needed and/or instructed by the Director of Operations
• Monthly Lead Dispatcher Touch Base.
• Bi-monthly meetings with Site Protection management.
• Monthly Labor Management Committee meetings (member).
• Manages the Assistant Communications Center Manager.
• Schedules and assigns personnel; maintains adequate staffing levels considering such factors as time off, incident rates, overtime and other special requirements.
• Supervises, trains, audits and evaluates employees in the performance of dispatching, call-taking, and reception area intake.
• Performs training needs analysis and ensures all dispatch training programs support Departmental goals and objectives.
• Develops, schedules, tracks and administers training, including job skill certifications, continuing education and professional development.
• Ensures prompt and courteous delivery of services to faculty, staff, students and visitors, keeping in mind the DPS Community Caretaking philosophy.
• Conduct performance evaluations of lead dispatchers and dispatchers.
• Ensures all licenses and certifications are obtained and kept up to date
• Participates in candidate selection processes, including updating position descriptions and recommending candidates for selection.
• Provides practical and creative approaches to address challenges and develop opportunities for dispatchers.
• Responds to and investigates complainants regarding dispatchers.
• Liaises with Patrol and Cultural Property supervisors to ensure coordination of call-taking and dispatching.
• Promotes and maintains responsive community relations on/off campus.
• Builds partnerships on/off campus to secure resources that benefit DPS objectives.
• In conjunction with the Director of Operations create a shared vision/goal and work in a continuous improvement framework.
• Provides CAD system support and training for Cultural Property staff.
• Manages and staff’s Communications back-up site at Green Hall.
• Serves as the DPS point person for nomenclature issues and implementation for CCURE and TSW systems.

Policies and Procedures (10%)

•  Reviews existing policies and makes recommendations to improve operational procedures and schedules to improve efficiency and effectiveness of the Communications Center.
• Develops guidelines, checklists, and policies and procedures for specific incidents, including emergency medical calls and crimes in progress meeting national accreditation standards.
• Develops, updates and implements policies and procedures to ensure efficient and responsive Center operations.

 Records Management (20%)

• Prepares and interprets (weekly, monthly, annual reports) required by local, state and federal laws/regulations and University policies.
• Determine who will serve as the Criminal Justice Information System Terminal Agency Coordinator (TAC) and assistant TAC officers.
• Coordinate TAC training as needed.
• Manages data quality management initiatives.
• Ensures all reports, logs, geographic codes and protocols submitted by communications personnel are complete, timely and accurate.
• Maintains confidential audio and video records.
• Supplies recordings of audio and video as requested for review and/or evidence.
• Maintains all licenses and certifications of dispatchers as appropriate.
• Oversees management of property and records associated with Lost and Found articles turned over to the Department; ensures proper disposal of unclaimed items including evaluating and recommending methods to streamline and automate the associated processes.

 Equipment and Technology (20%)

• Oversees and maintains the Computer Aided Dispatch (CAD) and Incident Report Management Software systems.
• Stays abreast of current technology as it may pertain, assist, or be applicable to the Center.
• Ensures dissemination of information and integrity of the systems.
• Regularly reviews technology, ensuring DPS remains on the cutting edge of industry trends and standards relating to public safety dispatching, security technology including alarm monitoring/programming, CCTV (both analog and IP), emergency phones, and computerized applications.
• Ensures working order of the Department’s Communications Center equipment including radios, pagers, computers, projectors, display monitors, emergency and non-emergency telephones, keys, forms and supplies.
• Works with Technical Support staff to schedule and prioritize all system installations and service work.
• Interfaces with Facilities, OIT and outside contractors to coordinate system requirements, resources and system delivery dates.
• Works with the Patrol Captain and Administrative Lieutenant to review all police log entries and reports filed in these systems to ensure accuracy and completeness for the information entered, implements any necessary changes and provides additional training for patrol officers and dispatchers as necessary.
• Must ensure integrity and quality control of all data associated with CAD by direct managing of and reviewing Uniform Crime Reports (UCR), requirements of the Clery Act, etc.
• Ensures the dispatchers equipment, consoles and the Communication Center layout are functional, ergonomic and state-of-the-art.
• Plans, implements, trains, and manages new applications that support core values (e.g. Rapid SOS and IMC paging).
• Conducts camera audits to ensure security and functionality.
• Partners with Site Protection to ensure the acceptance process of new FA (fire alarm) points, CCURE points and cameras supports departmental core values.

 Budget Planning (5%)

•  Participates in the preparation of the annual budget for equipment, supplies and personnel for the Communications Center needs. Implements approved expenditures and personnel for the Communication Center.
• Manages Paid Time Off (PTO) including vacation, sick, personal holiday and overtime schedules.

 Perform additional duties as assigned by Director of Operations (5%)

• A minimum of a bachelor’s degree from an accredited institution of higher education. Work experience (minimum of 10 years with at least five years at the supervisory level in a Communications Center) may be substituted for the degree requirements.
• Exemplary communication skills including the ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to perform all duties of a dispatcher
• Emergency Medical Dispatch Certified (EMD) and certified in either Association of Public Communications Officials (APCO) or National Emergency Communications Institute (NECI).
• Knowledge of:
• Principles of leadership and management, project management, and training and development.
• Operation of modern and complex public safety communications systems and equipment including but not limited to Computer Aided dispatch (CAD) programs and related emergency systems.
• Federal Communication Commission (FCC) procedures, rules, and regulations governing dispatch communications systems operations.
• Emergency services systems, including call taking, emergency medical dispatch, and police dispatching. Knowledge of emergency management planning, including Incident Command and National Incident Management System (NIMS)
• Relevant rules, regulations and statutes of the Federal Communications commission as well as pertinent State, local and University laws, codes and regulations.
• Basic principles of human resource management principles; techniques of personnel supervision, local, state and/or federal labor practices. And training.
• Principles and practices of office management, budget preparation and administration.
• Ability to:
• Work with considerable independent judgment, analysis and evaluation.
• Use initiative in coping with unusual situations and circumstances to resolve them.
• Work variable shifts, be flexible in hours of attendance including nights, weekends and holidays.
• Respond at any time during as emergency response to critical incidents involving the Center or its staff.
• Exercise calm, professional behavior when exposed to stressful situations while maintaining a high level of efficiency.
• Make critical decisions that will affect campus wide response and reaction.
• Plan, organize, supervise, train and evaluate the activities of the Communication Center and staff.
• Maintain work effectiveness with frequent changes in workload and priority of assignment.
• Establish and maintain effective working relations with a variety of individuals and groups on and off campus.
• Interpret and explain Communications center policies and procedures.
• Research, analyze, and evaluate new equipment, program techniques and methods and procedures.
• Repeatedly present information to customers; using good interpersonal relations by helping the people to feel valued, appreciated and meet or exceed the customer’s needs.
• Effectively handle multiple, differing tasks simultaneously; in multiple pieces of technology and software applications
• Maintain confidential records and communications including the safety and security of all audio and video recorded data.

 PHYSICAL REQUIREMENTS

• Able to remain seated for extended periods of time at a console.
• Must have 20-20 or 20-30 vision either naturally or with corrective lenses; must see well enough to read standard text and data on a computer screen or other monitors.
• Hear telephone conversations over a telephone or radio.
• Speak English clearly and enunciate words over a telephone or radio during stressful, emergency situations.

Princeton University is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.  KNOW YOUR RIGHTS