Dispatch Manager

2 weeks ago

Houston, United States Texas Medical Center Full time
General Description:

The Public Safety Dispatch Manager for the Texas Medical Center (TMC) Police Department is responsible for providing leadership and oversight to dispatch personnel. This role includes managing day-to-day public safety communications, implementing strategic plans, and ensuring efficient emergency response coordination across the TMC campus.

The Dispatch Manager will also oversee staff training, maintain quality assurance, and ensure the department meets regulatory and accreditation standards.

Duties and Responsibilities:

The duties and responsibilities listed below outline the key functions of the position. Other tasks may be assigned as needed.

Leadership & Supervision:
  • Lead and manage the daily operations of the TMC Police Dispatch team, ensuring smooth, efficient, and accurate service delivery.
  • Provide ongoing support, coaching, and feedback to staff, while evaluating their performance.
Training & Development:
  • Develop and implement comprehensive training programs for new and existing staff.
  • Ensure all dispatchers are up to date with certifications and required training.
  • Coordinate training sessions in collaboration with department trainers and subject matter experts.
Quality Assurance:
  • Monitor and evaluate the effectiveness of dispatch operations through regular quality assurance checks.
  • Ensure adherence to TMC Police policies, procedures, and industry standards, especially during high-pressure emergency situations.
  • Review calls and provide constructive feedback to dispatchers, identifying areas for improvement.
Emergency & Incident Response:
  • Act as a key liaison during major incidents, coordinating communication between the TMC Police and other emergency agencies.
  • Participate in emergency management planning for the TMC campus, ensuring that the dispatch center is prepared to respond to natural disasters or other crises.
  • Serve as the department's Terminal Agency Coordinator, handling TLETS/TCIC/NCIC crime information systems.
Policy & Procedure Development:
  • Draft, review, and implement standard operating procedures for dispatch operations, ensuring compliance with accreditation and regulatory requirements.
  • Recommend improvements to existing processes, aligning them with the TMC Police Department's mission.
Data Management & Reporting:
  • Compile and analyze statistical data on dispatch operations, preparing detailed reports for management.
  • Use data to drive improvements in service delivery and ensure that response times and call resolutions are meeting departmental goals.
Qualification Requirements:

Knowledge:
  • Strong understanding of public safety communications, radio/telephone systems, and relevant software.
  • Knowledge of effective leadership and management techniques.
  • Familiarity with accreditation standards, such as those set by CALEA (Commission on Accreditation for Law Enforcement Agencies).
Skills:
  • Leadership and team management in a high-stress, 24/7 operational environment.
  • Excellent communication skills, both written and verbal, with a focus on clear, concise information sharing.
  • Organizational and multitasking skills, with the ability to manage multiple projects simultaneously.
Abilities:
  • Ability to prioritize tasks, work independently, and make informed decisions under pressure.
  • Strong interpersonal skills and the ability to collaborate with internal and external stakeholders.
  • Capacity to work in confined spaces for extended periods and to remain calm in emergency situations.
Education/Qualifications:

Education:
  • High School Diploma or GED required.
  • College coursework or degree in criminal justice, communications, or related fields preferred.
Experience:
  • Minimum five years of experience in public safety communications, including management or supervisory roles.
  • Proven track record in leadership within a dispatch or emergency communications environment.
Certifications:
  • Valid Texas Class "C" Driver's License.
  • Texas Commission on Law Enforcement (TCOLE) Licensed Telecommunicator or equivalent.
  • TCOLE Master Telecommunicator Certificate preferred.
  • Communications Center Manager Certification or equivalent.

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