Description

GENERAL STATEMENT OF DUTIES: Employees in this position are responsible for overseeing the operations, management, and strategic direction of the emergency communications center. This role ensures that all emergency and non-emergency calls are handled efficiently, accurately, and in compliance with local, state, and federal regulations. The director will lead a team of dispatchers, supervisors, and support staff, ensuring high performance, proper training, and adherence to policies and procedures.

SUPERVISION RECEIVED: Work is under the general supervision of the Police Commissioner or their designee.

SUPERVISION EXERCISED: Supervision is exercised over employees of the Dispatch Center.

TYPICAL EXAMPLES OF WORK:

Oversee the daily operations of the 911 call center, ensuring efficiency and adherence to operational protocols.
Develop and implement policies, procedures, and best practices to improve call response times and service quality.
Supervise and support call center personnel, including hiring, training, performance evaluations, and discipline as needed.
Maintain training records and schedule routine and necessary training of employees are required.
Foster a positive work environment that promotes teamwork, accountability, and professional growth.
Manage scheduling to ensure adequate staffing and emergency preparedness.
Ensure the center complies with all applicable local, state, and federal regulations regarding emergency communications.
Maintain and enforce protocols for handling emergency and non- emergency calls, ensuring rapid and accurate response.
Monitor call performance, reviewing work performance of Emergency Dispatch staff to ensure quality of work.
Oversee quality assurance programs to ensure high standards in emergency dispatching.
Conduct audits and reviews to ensure adherence to policies and procedures.
Oversee the implementation and maintenance of communication systems, including Computer-Aided Dispatch (CAD) and other emergency response software.
Collaborate with IT and vendors to ensure reliable and secure emergency communication technology.
Plan for and oversee upgrades, system testing, and maintenance of communication equipment.
Ensure redundancy and disaster recovery plans are in place and effective.
Develop and implement emergency response and disaster recovery plans.
Coordinate with emergency management officials to ensure the call center's role in large-scale emergencies is well- defined.
Lead    response    efforts    during    major    incidents,    ensuring seamless coordination among emergency response agencies.
Develop and manage the department’s budget, ensuring resources are allocated effectively.
Order and maintain necessary office supplies.
Identify funding opportunities, including grants and state/federal assistance, to support operational needs.
Serve as a liaison between the emergency dispatch center and local law enforcement, fire departments, emergency medical services, and government agencies.
Represent the emergency dispatch center at meetings, conferences, and community events.
Educate the public on 911 operations and emergency preparedness.
Respond to inquiries, concerns, and complaints from the public and government officials.

The above statements are intended to describe the general nature and level of work being performed by people assigned this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

DESIREABLE QUALIFICATIONS FOR EMPLOYMENT:

Strong leadership and personnel management skills. Excellent decision-making and crisis management abilities.
Proficiency in emergency communication technology, including CAD and radio systems.
Master’s degree from an accredited United States University or College in Public Administration, Emergency Management, Fire Science, Fire Administration or Criminal Justice from an accredited United States University or College preferred.
Knowledge    of    federal    and    state    regulations    governing    911 operations.
Strong budgeting and financial management skills.
Ability to work under high-pressure situations while maintaining professionalism.
Effective communication and interpersonal skills to interact with staff, government agencies, and the public.

Demonstrated ability to operate Law Enforcement Information Network (LEIN) terminal at a typing rate from plain copy of thirty (30) words per minute
FEMA Incident Command System (ICS) training (preferred)
APCO, NENA, or other relevant certifications in public safety  communications.
Emergency Number Professional (ENP) certification 

Requirements

Requirements:  

• Bachelor’s degree in Public Administration, Emergency Management, Fire Science, Fire Administration or Criminal Justice from an accredited United States University or College.           

    o    ORIGINAL diploma or official transcripts REQUIRED at time of application.   

• Minimum 10 (ten) years of experience in emergency communications or public safety, with at least three (3) years in a leadership role.
• Three (3) years’ experience with 911 dispatch operations, emergency management, or telecommunications.
• Driving record must meet city standards for insurability. Possession of a license to operate a motor vehicle in the State of Michigan 
• Ability to become certified and maintain certification in the Law Enforcement Information Network System.
• Must pass a background investigation, physical examination including drug screening and a psychological evaluation within the guidelines established by       the City, as modified by current law.

Pay rate:  $90,243/year (Flat Rate)

Excellent benefit package includes 401K, retirement health savings account, health, dental and life insurance, paid vacation and sick time.

Apply:        Warren City Hall-Human Resources #410
                   One City Square, Warren, MI  48093
                   Office is open weekdays 8:30 a.m. - 5:00 p.m.

You may apply in person, by mail or by fax.
Our fax number is 586-574-0770.

Deadline:  February 25, 2026 by 5:00 p.m.

EQUAL OPPORTUNITY EMPLOYER

Please print the following forms required for application, print:
   Application
   Full-time Release Info. Agreement form
   EEO form
   Drug Testing Policy and Procedure Statement
   Drug Free Workplace Policy

If you have any questions, please call our office at 586-574-4670.