Dispatch Operations Manager Jobs in Abingdon, MD

The Police Dispatch Communications Supervisor is responsible for the direct supervision, coordination, training, and evaluation of Police Communications Operators assigned to the Communications Center. This position ensures the effective and efficient operation of emergency and non-emergency communications services for the Police Department. The Supervisor is responsible for maintaining compliance with all applicable federal, state, local, and departmental regulations governing emergency communications, criminal justice information systems, and public safety dispatch operations. Work involves supervising Communications Operators, overseeing daily communications center activities, monitoring service quality, coordinating training programs, and ensuring operational readiness during routine operations, critical incidents, emergencies, and special events. The employee exercises considerable independent judgment and decision-making and reports to the Chief of Police or designee.

ESSENTIAL JOB FUNCTIONS

• Supervise, schedule, assign, and evaluate the work of Police Communications Operators.
• Oversee day-to-day operations of the communications center to ensure continuous and effective emergency communications services.
• Coordinate and monitor 9-1-1 call-taking, police dispatching, radio communications, and records-related activities.
• Ensure compliance with departmental policies, FCC regulations, CJIS requirements, METERS, NCIC, and NLETS operating procedures.
• Serve as the primary trainer and training coordinator for Communications Operators, including the development, implementation, and maintenance of training programs.
• Evaluate trainee performance and document progress toward certification and qualification requirements.
• Conduct quality assurance reviews of emergency calls, radio transmissions, CAD entries, METERS/NCIC transactions, and related documentation.
• Develop and maintain standard operating procedures, training manuals, and communications center reference materials.
• Monitor staffing levels and prepare shift schedules to ensure adequate coverage for all shifts, weekends, holidays, and emergency operations.
• Participate in the recruitment, interview, selection, onboarding, and retention of Communications Center personnel.
• Conduct performance evaluations and provide coaching, counseling, corrective action, and employee development.
• Assist staff in resolving difficult, unusual, or high-risk incidents requiring advanced decision-making.
• Coordinate communications center activities during critical incidents, severe weather events, disasters, special events, and other emergency situations.
• Maintain communication and working relationships with county emergency communications agencies, neighboring law enforcement agencies, fire and EMS agencies, and other governmental organizations.
• Ensure the integrity, security, confidentiality, and proper dissemination of criminal justice information.
• Review reports, logs, recordings, and statistical data to identify trends, training opportunities, and operational improvements.
• Prepare operational reports, staffing reports, performance measures, and other administrative documentation.
• Participate in departmental planning, accreditation efforts, emergency preparedness exercises, and communications-related projects.
• Perform all functions of a Police Communications Operator when operationally necessary.
• Perform other related duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES

• Emergency communications and public safety dispatch operations.
• Law enforcement radio procedures and communications protocols.
• Computer-Aided Dispatch (CAD) systems.
• Records Management Systems (RMS).
• METERS, NCIC, NLETS, CJIS security requirements, and related criminal justice information systems.
• Federal, State, and local laws affecting communications center operations.
• National Academies of Emergency Dispatch (NAED) standards and protocols.
• FCC regulations governing public safety communications.
• Principles of supervision, leadership, employee development, and performance management.
• Records retention, report preparation, and administrative practices.
• Supervise, motivate, and develop communications personnel.
• Train and evaluate employees effectively.
• Analyze emergency situations quickly and make sound decisions under pressure.
• Maintain professionalism and composure during stressful and rapidly changing situations.
• Communicate clearly and effectively both orally and in writing.
• Manage multiple tasks simultaneously while maintaining accuracy and attention to detail.
• Prepare reports, policies, procedures, and training documentation.
• Operate communications center technology and related law enforcement information systems.
• Establish and maintain effective working relationships with employees, law enforcement personnel, allied agencies, and the public.
• Maintain confidentiality and handle sensitive information appropriately.

MINIMUM QUALIFICATIONS

• High School Diploma or GED.
• Minimum of four (4) years of progressively responsible public safety dispatch or police communications experience.
• Minimum of two (2) years functioning at a senior or advanced communications level comparable to a Police Communications Operator II.
• Current certification and authorization for METERS, NCIC, and CJIS access.
• Successful completion of departmental communications training requirements.
• Ability to obtain and maintain all certifications required by the Department.
• Ability to work rotating shifts, weekends, holidays, and emergency call-back assignments.

PREFERRED QUALIFICATIONS

• Associate's or bachelor’s degree in Criminal Justice, Emergency Management, Public Administration, Communications, or a related field.
• Previous supervisory, lead dispatcher, or communications training officer experience.
• Certification through the National Academies of Emergency Dispatch (NAED).
• Communications Training Officer (CTO) certification or equivalent.
• Experience administering CAD, RMS, quality assurance, and training programs.
• Experience with policy development and staff scheduling.

PHYSICAL AND WORK ENVIRONMENT REQUIREMENTS

• Ability to sit for extended periods while monitoring communications equipment and computer systems.
• Ability to hear and distinguish multiple radio, telephone, and computer-generated communications simultaneously.
• Ability to work in a high-stress environment requiring sustained concentration and rapid decision-making.
• Ability to work varying shifts and respond during emergencies or staffing shortages.
• Work occurs in a normal office environment with acceptable lighting, temperature, and air conditioning. Occasional light lifting of materials up to twenty pounds and sitting for extended periods of time viewing a computer monitor and detailed data. Requires repetitive motion in the operation of a computer.
• Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices or meeting and training rooms, e.g., use of safe workplace practices with office equipment, avoidance of trips and falls, and observance of fire and building safety regulations.

The Town of Bel Air’s central location as the county seat has earned the town the slogan as "The Heart of Harford," with the various county and state agencies, regional medical facilities, shopping, entertainment, and recreation opportunities conveniently placed within easy access for citizens of Harford County Maryland. The town’s excellent schools, safe and clean neighborhoods, and historic district add to its appeal for residents and businesses.
We are always looking for talented, self-motivated individuals to help us uphold our mission to provide outstanding services that meet the changing needs of its citizens and businesses, thereby enhancing the quality of life for all who live and work here. If you want to help us uphold our values of service, respect, communication, and accountability, then we encourage you to continue with this applicant friendly, online job application!
The Town of Bel Air is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

• Health Insurance
• HSA (Health Savings Account)
• Flexible Spending Accounts for Health Expenses on a Pre-tax Basis
• Dental Insurance
• Vision Insurance
• Retirement - Pension (Defined Benefit Plan)
• Retirement - 457 Deferred Compensation Plan
• Life Insurance
• Short-term and Long-term Disability
• Annual Leave Paid Vacation
• Sick & Safe Leave
• Holidays Paid Leave
• Personal Leave
• Funeral Leave
• Family & Medical Leave
• Military Leave
• Civil Leave (jury duty)
• Service, Safety and Attendance Award Program
• Employee Assistance Program