Job Description

University of Utah Job Description

Job Summary

Oversees all operations of the Department of Public Safety’s Emergency Communications (emergency response dispatch) division, including the Emergency Communications Center (ECC). Develops and implements policies, programs, and objectives for ensuring emergency, non-emergency, and administrative calls for service are answered quickly with appropriate responses dispatched efficiently 24 hours a day, 365 days a year. Develops initiatives and goals for staff to ensure department goals and initiatives. Leads administrative duties, professional development, and customer service efforts to ensure division’s effectiveness and success. Participating member of department leadership. Ensures continuity and quality customer service between university departments and community.

Additionally, as this incumbent will manage and lead the efforts of the ECC, they will perform an exceptional level of emergency communications and dispatch duties. Including, but not limited to:

• Assisting active prevention or detection of crime and enforcement of criminal statutes and ordinances.
• Work with law enforcement officers, security officers, and other available resources to provide community protection.
• Respond and/or make decisions in situations involving threats to public safety and/or lives and health of others.

Safety is a top priority for the University of Utah. The Chief Safety Officer (CSO) for the University is the Director of Public Safety and serves as chief of police services. The CSO is responsible for overseeing the University's Department of Public Safety, which includes the following operational divisions: University Police, Campus Security, Health Security, Emergency Management, Emergency Communications, and the central administrative Office of the CSO.

Safety looks and feels different to each person, and the U Department of Public Safety is committed to working with the community to foster a safe environment where all individuals feel empowered and equipped to succeed in their work, education, and other business with the university.

More at publicsafety.utah.edu.

Qualifications

Bachelor’s degree in Business or Public Administration, a related area, or equivalency (one year of education can be substituted for two years of related work experience); plus, six years of progressively more responsible management experience required; and demonstrated leadership, human relations and effective communication skills also required. Master’s degree in Business Administration or a related area is preferred.

Utah POST certified as a Dispatcher within 12 months of hire is required.

This position is not responsible for providing patient care.

Preferences:

• This position will require the successful completion of an extensive background check and drug screen.
• Expert-level knowledge of CAD systems, telecommunications equipment, and emergency dispatch protocols.
• Experience with records management systems.
• Extensive leadership experience within an Emergency Communications Center environment.
• Utah public safety and/or law enforcement knowledge.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Essential Functions

1. Oversees all facets of the Emergency Communications Center (ECC). Develops and implements customer service, staffing, and performance objectives consistent with industry standards and University goals. Monitors budget and expenses, oversees equipment procurement.

2. Manage and lead all Dispatchers responding to situations involving threats to public safety. Utilize expertise and resources to make emergency decisions, understanding implications of health and lives of others. Lead ECC efforts and collaboration for providing community protection and prevention/detection of crime and enforcement of criminal statutes and ordinances.

3. Reviews, develops, and implements staffing goals. Hires, trains, and evaluates personnel. Analyzes, recommends, and provides professional development opportunities advantageous to all ECC personnel. Ensures quality and value of training.

4. Sets the ECC’s personnel performance expectations. Instills a positive and healthy working culture comprised of recognizing and rewarding accomplishments, while also emphasizing accountability. Directly supervise and mentor shift supervisors.

5. Implements and administers new and existing department programs and services to internal and external customers. Monitors real-time dispatch operations, assisting staff as needed and managing high-stress incidents or major events on campus. Evaluates, recommends, and carries out logistic plans and procedures ensuring university and external entities’ needs are met.

6. Possesses working knowledge of Computer-Aided Dispatch (CAD), the Records Management System (RMS), telephone, and radio systems. Manages maintenance, troubleshooting, and upgrade of dispatch technology systems in coordination with IT personnel. Ensures continuity of operation by implementing and testing backup systems, and disaster recovery plans.

7. Assists with policy management and development. Ensures compliance with department, Federal and state regulations, policies, and accreditation standards. Stays updated on changes to laws, standards, and technology.

8. Establishes internal objectives and implements procedures to meet goals. Develops and implements quality assurance program to audit, monitor and evaluate call processing and performance. Analyzes performance data and generate reports to identify trends, improvement areas, and training needs.

9. Ensures customer satisfaction by reviewing customer complaints, concerns, and suggestions. Provides appropriate follow through to ensure quality customer service. Leads ECC’s efforts to foster, develop, and enhance internal and external customer relations.

10. Facilitates cooperative and collaborative relationships with the community, other institutions, and public safety entities. Coordinates interagency training exercises to improve cross-agency emergency response. Engages in community outreach and education regarding 911 services.

11. Provides law enforcement communications training to department personnel in accordance with applicable national, state, and local public safety performance standards.

12. Serves as part of the department management team. Prepares and submits required reports, including incident and performance data, to command staff and other relevant entities.