Director of Communication Center

POSITION OBJECTIVE
Manage all aspects of the dispatch and closed circuit television (CCTV) operations. This includes personnel and technology associated with dispatch operations, alarm monitoring, access control and closed circuit television (CCTV) operations. This responsibility includes all department administrative functions consisting of planning, scheduling, training, orientation of personnel, implementation of procedures, serving as Law Enforcement Automated Data System (LEADS) Terminal Agency Coordinator (TAC), and responding to all university emergencies. Provide "on call" availability for environments operating 24 hours, 7 days a week in support of police dispatch. 

ESSENTIAL FUNCTIONS
1.    Responsible for the direct supervision of 24-7 communications and dispatch center operations including scheduling, quality control, training, procedures and protocol. (50%)
2.    Recommend development of procedures to increase quality or to maintain operations. Develop a strong working relationship with partner dispatch centers. Help to protect and secure vital information stored in CAD. Collect video data and preserve it for investigatory follow-up. Ensure that all equipment is properly working and maintained. Properly ensure that all dispatch personnel are crossed-trained. (10%)
3.    Responsible for staff recruitment, development and evaluation. (10%)
4.    Responsible for updating, improving, maintaining and communicating changes to the Communications Center Policy and Procedure Manual. Maintain documentation of employee training in relation to procedures. Research best practices and present innovative ideas for improving public safety communications on campus. (10%)
5.    Maintain dispatch record systems to include Computer Aided Dispatch records, current logs, reports, dailies, etc. Ensure security of all legal documents related to these files. Provide timely audits of all notification information. Ensure all information is current and accurate. Supervise the use of ARMS, Case Western Reserve University's Computer Aided Dispatch (CAD) system by communications officers. (10%)
6.    Serve as the university Terminal Agency Coordinator (TAC) for the State of Ohio Law Enforcement Automated Data System (LEADS). LEADS is a statewide, computerized network, which provides data and communications for criminal justice agencies within the state of Ohio (administered by the Ohio state highway patrol superintendent). The TAC must be fully certified as a LEADS operator and have supervisory authority over the operation of LEADS approved equipment. The TAC is directly responsible to the agency administrator for the operation and security of LEADS. The TAC is required to attend annual in-service training sessions. Annually perform updated background checks on all certified operators. Ensure each operator reviews training materials and is recertified every two years. Maintain agency-level records of LEADS-certified operators and notify LEADS of changes. Administer the LEADS/National Crime Information Center (NCIC) security policies. Act as the point of contact to LEADS for security issues. Ensure proper completion of monthly records validations. Maintain all documentation from LEADS including computer messages, newsletters, manual and lesson plans. Manage annual LEADS audits in conjunction with the State of Ohio. (10%)

NONESSENTIAL FUNCTIONS
Perform other duties as assigned. (<1%)

CONTACTS
Department: Daily contact with all department personnel. 
University: Extensive internal contact at all levels.
External: External contact with local, county, state and/or federal emergency response agencies, vendors, and visitors. 
Students: Regular contact with students obtaining services.

SUPERVISORY RESPONSIBILITY
Supervises 13 full-time staff members and works effectively with officers who participate in dispatching by lending support, guidance and training.

QUALIFICATIONS
Experience: 5 years of experience in the supervision of dispatch/communication operations or other related experience. 
Education/ licensing: High school education required; four-year college degree preferred. Possess a valid Ohio operator’s license with no significant violations. Prefer certification as Terminal Agency Coordinator for the State of Ohio Law Enforcement Automated Data System (LEADS)

REQUIRED SKILLS
1.    Knowledgeable of principle dispatcher responsibilities. 
2.    Must be able to function well in a culturally diverse environment, work in high pressure situations, and multi-task successfully. 
3.    Must pass a background investigation, including criminal history. 
4.    Must possess excellent communication skills and human resource management skills. 
5.    Must be extremely flexible in working various shifts, attending meetings and participating in special event command centers. 
6.    Knowledge of responsibilities, functions, organization structure, purpose and aims of the university. 
7.    Knowledge of methods procedures and programs in law enforcement. 
8.    Knowledge of security and computer personnel working directly or indirectly with the computer system.
9.    Knowledge of the National Crime Information Center (NCIC), National Law Enforcement Telecommunication Systems (NLETS), and LEADS rules, regulations, and guidelines. 
10.    Knowledge of all procedures concerning broadcast messages and their proper use. 
11.    Knowledge of administration for the general maintenance of equipment.
12.    Knowledge of alarm monitoring systems, operation of systems, proper notification techniques of system issues and problems. 
13.    Understanding of system programming for building openings. How to program Litton and LEADS systems. 
14.    Understanding of the card access system and usage of ID cards to include building access, assignment of meal plans, the usage of contractor ID badges and housing temporary ID cards. 
15.    Proficient in the use of the digital recording system used to monitor phone and radio traffic. Knowledgeable in the use of call review and system monitoring. 
16.    Trained in the use of the closed circuit television (CCTV) operations in dispatch (operation/monitoring procedures). 
17.    Ability to meet consistent attendance.
18.    Ability to interact with colleagues, supervisors and customers face to face.

WORKING CONDITIONS
Highly technical office environment operating 24 hours, 7 days a week. The employee will work a rotating schedule with rotating days off. The employee must carry an assigned pager for 24-7 support availability. 

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity.  Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

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Case Western Reserve University provides reasonable accommodations to applicants with disabilities.  Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation.  Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

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