Communications Manager - Northwest Regional Emergency Communications Center in Dublin, Ohio at City of Dublin

Are you ready to lead a team, make a meaningful impact, and serve our communities in a vital public safety role? The City of Dublin is seeking a dedicated leader to join its team as a Communications Manager for the Northwest Regional Emergency Communications Center. You’ll have the opportunity to support and empower our team of professionals who serve as a critical link between the communities and emergency responders we serve every day.

The Northwest Regional Emergency Communications Center (NRECC) is the primary public safety dispatch center for the Cities of Dublin, Hilliard, Upper Arlington, Worthington, Washington Township, and Norwich Township. Located inside the Dublin Justice Center, NRECC was formed in October 2013 when Dublin began providing dispatching services for Norwich Township Fire and became the primary 9-1-1 answering point for all of Hilliard. Our journey continued with the addition of Hilliard Police, Upper Arlington Fire and Police, and Worthington Fire and Police. As one of five wireless PSAPs in the county, we are the primary answering point for 9-1-1 calls throughout northwest Franklin County.

The Communications Manager provides leadership and oversight for the Northwest Regional Emergency Communications Center (NRECC), ensuring effective operations and exceptional service to the communities it serves. This position leads and supports shift operations and personnel, promotes staff development through training and educational opportunities, oversees reporting and regulatory compliance, and identifies opportunities to enhance operational effectiveness and emergency response capabilities. The Communications Manager is essential in fostering a culture of teamwork, accountability, and professionalism, empowering staff to deliver reliable, responsive, and effective emergency communications services.

This vacancy is one of three Communications Managers who lead the operations of NRECC. This position will primarily work 2nd (2:45pm – 10:45pm) or 3rd (10:45pm – 6:45am) shift. The nature of the work may require that candidates work irregular hours, including weekends and holidays. Further, there will be times when this position will be asked to work 1st shift for training, vacation/sick leave coverage, or other operational needs.

Given the nature of this classification's duties/responsibilities, it has been designated as Exempt under governing Fair Labor Standards Act regulations. Therefore, it is not entitled to formal overtime compensation and/or compensatory time.

Supervisory Responsibilities
Supervises all Communications Supervisors and Communications Technicians, as needed.

Provides leadership and oversight of Communications Center operations and personnel, including assigning work, establishing priorities, providing direction, approving leave requests, addressing performance concerns, and administering disciplinary actions in accordance with City policies and procedures.

Meets regularly with Communications Supervisors to discuss operational priorities, policy implementation, staffing, and personnel matters.

Fosters a positive and professional work culture and environment that promotes teamwork, accountability, employee engagement, and operational efficiency.

Develops and supports the professional growth of Communications Supervisors and Communications Technicians through coaching, mentoring, and professional development opportunities to promote employee engagement, retention, and organizational effectiveness.

Oversees employee performance, including conducting quality assurance reviews of calls Emergency Medical Dispatch (EMD) and other calls for service, completing mid-year and annual performance evaluations, and the development of corrective action plans, remedial training, and progressive discipline as appropriate.

Coordinates staffing and scheduling to ensure appropriate shift coverage, including annual shift bids, vacation bids, casual leave requests, and sick and Family and Medical Leave Act (FMLA) leave.

Oversees ancillary assignments for Communications Technicians, including equipment testing and maintenance, records retention and warrant team responsibilities.

Oversees rotating assignments and special projects, including special event planning and staffing, 911 community education, Law Enforcement Automated Data System (LEADS) validations and compliance, Communications training program , recruiting and hiring, continuing education and employee development initiatives.

Coordinates, develops, and delivers training and professional development opportunities, including hosted and in-house training, conferences, certification courses, and in-service training. Ensures Communications Supervisors and Communications Technicians maintain required certifications and continuing education credits.

Maintains and oversees employee training and required certification records, including EMD, CPR, and automated external defibrillator (AED) certifications and recertifications; provides required documentation to the Accreditation Manager.

Manages the procurement, distribution, and inventory of communications equipment, supplies, and uniforms. Identifies operational needs and recommends improvements and purchases related to computer systems, radio communications, and other equipment.

Coordinates and maintains effective working relationships with partner agencies served by NRECC and other local, city, state, and federal public safety answering points (PSAPs) to support consistent and effective emergency communications services.

Supports emergency preparedness, continuity of operations, and contingency planning for the Communications Center, including reviewing and implementing procedures to maintain essential communications services during staffing shortages, equipment failures, technology disruptions, and other operational emergencies.

Assists the Director of NRECC with the review, development, revision, and implementation of policies and procedures, soliciting input from Communications Supervisors and incorporating operational feedback as appropriate.

Prepares, compiles, and maintains reports, records, and supporting documentation for accreditation, partner agencies, and other operational or administrative requests.

Ensures audio recordings and electronic records maintained by NRECC are retained, managed, and maintained in accordance with established records retention schedules and applicable requirements.

Performs other related duties as assigned.
Minimum Qualifications
High School Diploma or GED equivalent with a Bachelor’s Degree in Criminal Justice, Business Administration, Public Administration, or other relevant field preferred

Five years of experience in emergency communications, with at least two years of experience in a progressively responsible capacity (i.e. Supervisor, Training Officer or other leadership role).

Considerable knowledge of Part 90 Federal Communications Commission (FCC) rules and regulations.

Considerable knowledge of LEADS and NCIC regulations and rules regarding releasing criminal history information.

Considerable knowledge of 911 system operations, practices, procedures, and standards, and computer-aided dispatch (CAD) automated information/communications system.

Strong written and verbal communication skills.

Ability to establish and maintain effective working relationships within NRECC, the City of Dublin, and partnering agencies.

Ability to foster a culture of teamwork, accountability, and professionalism.

Ability to acquire and maintain LEADS and NCIC certification.

Ability to acquire and maintain APCO Communications Training Officer (CTO) and Emergency Medical Dispatcher (EMD) certifications.

APCO Registered Public Safety Leader (RPL), Certified Public Safety Executive (CPE), NENA Emergency Number Professional (ENP), and/or Communications Manager Certification Program (CMCP) certifications strongly preferred.

Physical Requirements
Ability to operate public safety radio communications equipment.

Ability to move throughout an office environment to access file cabinets, office equipment, and other work-related materials.

Ability to operate a computer and standard office equipment throughout the workday, including copiers, fax machines, mobile devices, shredders, and scanners.

Ability to remain in a stationary position at a workstation for extended periods throughout the scheduled workday.

Ability to communicate effectively with coworkers and members of the public through email, telephone, and in-person interactions.

Ability to lift and move objects weighing approximately 10–15 pounds.

Special Requirements
Possession of a valid driver's license.

Other Requirements
Ability to complete the conditional requirements of an offer (polygraph exam, psychological evaluation and full background investigation and record checks).

Demonstration of the following established City and Police Department core values: Integrity, Respect, Communication, Teamwork, Accountability, Positive Attitude, Commitment, Professionalism, and Dedication to Service.

Must establish and maintain a primary place of residence within a County within which the Police Department has jurisdiction, or a county contiguous with such County of jurisdiction. (List includes Franklin, Delaware, Union, Morrow, Marion, Hardin, Logan, Champaign, Madison, Pickaway, Fairfield, Licking, and Knox Counties.)

Regular attendance, as governed by and by applicable rules, regulations, procedures, and laws, is an essential requirement of this classification.
Compliance with training directives established by supervisory/managerial personnel.

Adherence to all applicable Federal and State safety laws, rules, and regulations, and City safety policies/procedures.

Managing Self & Personal Skills: The individual knowledge, skills, and traits required to fulfill the duties and responsibilities of the position. The ability to recognize, identify, and reconcile gaps in his/her own knowledge, skills and experience to effectively meet job requirements and pursue professional development. An understanding of the position and how it fits into the overall vision and objectives of the Department while also understanding personal motivators in terms of values, career and other aspirations. Must have the ability to deal tactfully with other employees and the public in a diplomatic manner, exercising good emotional control.

Directing Others: Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

Managerial Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.

Facilitating Change: Solicit, consider, and implement new ideas and improvements to existing services and improvements to existing practices, procedures and systems. Be an advocate for the Department vision and support those involved in making the vision a reality.

Motivating Others: Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person’s hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.

Decision Quality: Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.