Senior Manager, Dispatch and Emergency Communications - OFMD

Position Summary
The Washington University School of Medicine Operations & Facilities Management Department provides a range of services for the medical campus in a customer-focused, efficient, and sustainable manner. Operations & Facilities Management maintains 61 university buildings and provides operational, planning, and construction services to over 8.3 million gross square feet of space. We will open three new facilities between 2023 and 2025 with over 1.5M BGSF. In addition, the School of Medicine continues expanding its reach on and off campus in teaching, clinical care, and research. Our team plays a vital and important role in delivering clinical care, research, and education.
Serves as the senior leader in charge of the Washington University School of Medicine (WUSM) Protective Services dispatch communications center and will serve as part of the leadership team within WUSM Public Safety and Emergency Management. Works collaboratively with the other key leadership within the Public Safety and Emergency Management work groups (including operations and investigations) to enhance the safety and security of the campus. Coordinates with and acts as the primary dispatch liaison to campus hospital partners (including BJC, Barnes Jewish Hospital, and St. Louis Children’s Hospital). Responsible for the effective management and supervision of the dispatch center to include daily operations, 24/7 staffing, staff development and training, performance management, and staff continuity planning to ensure 24/7 uninterrupted operations.

Job Description

Primary Duties & Responsibilities

• Formulates, implements and enforces policies and procedures to maintain and improve the performance of the Communications Center. Develops and implements quality controls to ensure staff are competent in performing all emergency and non-emergency tasks.
• Supervises and schedules communications to personnel.  Conducts quality control reviews of radio/telephone traffic and CAD ( Computer Aided Dispatch) entries. Conduct regular evaluations of staff.
• Determines departmental policy and operational guidelines; ensures the office procedures manual is maintained and applied fairly and consistently.
• Plans, coordinates and directs the operations and personnel of the dispatch center, including the development of long-range, strategic and succession plans.
• Ensures continuous operations and improvements of all operational technological systems including phones, radios, and CAD. Serves as the primary point of contact for the communications center to contractors and vendors providing services utilized within the communications center.
• Coordinates the monitoring and effective use of all supportive technological systems in the Communications Center including CCTV and fire alarm systems. 
• Manages and coordinates with vendors and/or the Facilities Department with identifying trends and troubleshooting issues with any supportive systems.
• Serves as the principal advisor to Public Safety and Emergency Management senior leadership on all matters related to the effective operations of all emergency communications coordinated in the WUSM communications center. 
• Leads and supports staff to foster high-morale and continuous improvement. Identifies and develops succession planning opportunities within the department.
• Prepares and presents statistical and narrative reports including presentations regarding operation needs, trends, strategies, and recommendations. 
• Performs other duties as assigned.

Working Conditions

• Alternative work schedules.
• On-Call (Beeper).

Preferred Qualifications

• Eight years experience in a comprehensive practitioner position with knowledge and experience in emergency communications, public safety business operations, and/or human resource management.
• Experience with “Communications” standards as set forth by CALEA Standards for Campus Security Agencies.
• Certifications within telecommunications or other public safety related field.
• Considerable knowledge of a 24-hour emergency communication center.
• Knowledge of E‐911 Communications systems, computer-aided dispatch, and multi-disciplined radio systems.
• Knowledge of procedures for dispatching emergency and non-emergency equipment and personnel.
• Ability to supervise and work with a group of employees involved in receiving and responding to calls for emergency assistance, and in dispatching needed personnel and equipment.
• Knowledge of leadership techniques, principles and procedures to assign work schedule, supervise, train, and evaluate the work of assigned staff.
• Knowledge of personnel management policies and practices.
• Knowledge of modern supervisory techniques and principles.
• Knowledge of organizational lines of communication.
• Knowledge of scheduling and payroll.
• Ability to effectively evaluate the performance of employees.
• Ability to deal courteously with University faculty, staff, students, visitors, or campus partners under stressful conditions.
• Ability to coordinate with high-level staff positions within the University and outside agencies.
• Ability to communicate complex topics with non-subject matter experts. 
• Ability to share expertise in a constructive and accessible manner.
• Ability to understand and work within a complex environment of multiple organizations and missions.
• Strong critical thinking skills with the ability to manage complex projects and develop innovative solutions.
• Ability to work in a team-oriented environment in a collaborative approach to continued development and enhancement of the emergency management program.
• Ability to express ideas effectively orally and in writing.
• Ability to work under pressure and make competent decisions that will directly impact the services, systems, and reputation of the Department.
• Ability to train employees and others in the performance of their assignments.
• Ability to supervise the preparation of statistical reports.
• Ability to work cooperatively with others in the implementation and improvement of communication services.
• Ability to establish goals and set priorities.
• Ability to relay instructions or questions accurately and clearly.
• Ability to interpret, comprehend and evaluate relevant information from various types of source material.
• Ability to work both independently and as part of a team.
• Ability to handle conflicting priorities/work schedules to meet challenging deadlines.
• Ability to identify and intervene in the high-risk behavior of subordinates.
• Ability to type at a reasonable rate of speed.
• Extremely proficient in Microsoft Office products including Word, Excel, PowerPoint, Outlook, and Vision.

Required Qualifications

Bachelor’s degree in business administration, business management, public administration, public safety administration or related field with a minimum of five years experience in emergency communications or related field in a comprehensive practitioner position to include one or more years supervisory or technical lead experience in an administrative capacity or an equivalent combination of education and experience. 

Grade
G12

Salary Range
$57,300.00 - $97,700.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu  or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

Pre-Employment Screening
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO/AA Statement
Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement
Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.